Last updated: 8 June 2026
We want every client to feel confident booking with us. This policy explains how cancellations, rescheduling and refunds work, alongside your statutory rights. All payments are taken through our secure payment provider, Stripe, and refunds are returned to your original payment method.
The 15-minute discovery call is free of charge and carries no obligation. You may cancel or rebook it at any time.
We understand life happens. You may reschedule a booked 1:1 session free of charge provided you give at least 24 hours' notice. Sessions cancelled or missed with less than 24 hours' notice may be charged in full, as the time has been reserved exclusively for you.
Because you book with us at a distance (online), under the Consumer Contracts Regulations 2013 you normally have a 14-day cooling-off period during which you may cancel and receive a refund. Please note:
Once a single session has been delivered, it is non-refundable. If you cancel before the session, and outside any service you have asked us to begin, we will refund you in full.
Multibuy bundles are a set of sessions bought together at a reduced price — not a subscription, so nothing renews automatically. If you cancel a bundle before any session has taken place, we will refund it in full within the cooling-off period. If some sessions have already been used, we will refund the value of the unused sessions calculated at our standard single-session rates, less the discount already applied. Unused sessions should be taken within the window stated on the coaching page.
Bespoke engagements are agreed individually. The specific cancellation and refund terms for a bespoke plan will be confirmed in writing before it begins and will take precedence over the general terms above.
For digital products such as the Energy Reset Workbook, you have a 14-day right to cancel — but by downloading or accessing the product immediately, you consent to receiving it straight away and acknowledge that you lose the right to a refund once download has begun. Faulty or misdescribed products will always be refunded or replaced.
If we ever need to cancel a session, we will offer you a new time or a full refund for that session, whichever you prefer.
Email coach@vivanexa.co.uk with your name and booking details. We aim to respond within 3 working days and to process approved refunds within 14 days, to your original payment method via Stripe.
This policy does not affect your statutory rights under UK consumer law. For free, independent advice you can contact Citizens Advice.