Refund and Cancellation Policy

This policy sets out how cancellations and refunds are handled for services provided by The Pathways Centre.

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Due to the nature of our work - which includes consultancy, training, live sessions, and access to digital content. Refunds and cancellations are managed in accordance with UK consumer regulations and professional service standards.

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1. General Principles

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The Pathways Centre provides professional, psychology-informed services that involve advance preparation, scheduled delivery, and active client engagement. Outcomes are influenced by a range of factors, including how recommendations and guidance are implemented by clients.

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Accordingly:

• refunds are not guaranteed unless required by law

• access to services, sessions, or materials constitutes service delivery

• dissatisfaction with outcomes alone does not automatically entitle a client to a refund

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Nothing in this policy affects your statutory rights under UK consumer law.

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2. Parent & Family Subscriptions

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2.1 Initial 14-Day Cooling-Off Period (First Membership Only)

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Clients purchasing a subscription for the first time are entitled to a full refund within 14 days of the initial membership start date, in line with UK consumer regulations.

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This cooling-off period:

• applies once only, at the start of the first membership

• does not reset for subsequent months, renewals, or re-subscriptions

• does not apply where a new membership is created following cancellation to regain access to services

 

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2.2 After the Initial 14-Day Period

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Once the initial 14-day cooling-off period has ended:

• subscription payments are non-refundable

• cancellation will prevent future charges only

• access to services will continue until the end of the current paid billing period

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This applies regardless of whether:

• digital content has been accessed

• live group sessions have been attended

• some services occur later within the same billing month

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3. Digital Content & Live Sessions

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Subscriptions include access to digital materials and live group sessions delivered throughout each billing period.

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Once access to digital content has been provided or a live session has taken place:

• this constitutes service delivery

• refunds for that billing period will not be issued

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This reflects the nature of digital and live services, which cannot be returned once accessed or delivered.

 

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4. Schools & Educational Settings

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For schools and educational settings, services are delivered on a consultancy basis and typically require advance preparation, scheduling, and capacity planning.

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• A 50% deposit is required to confirm bookings and commence preparation

• Deposits are non-refundable once work has begun

• The remaining balance is payable within 30 days of invoice, unless otherwise agreed in advance in line with school finance procedures

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Cancellations by the school after work has commenced will not entitle the client to a refund for completed or partially completed services.

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5. Organisations & Private Clients

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For organisations and private clients:

• A 50% deposit is required prior to the commencement of any work

• Deposits are non-refundable once work has begun

• The remaining balance is payable within 14 days of invoice, unless otherwise agreed in writing

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6. Ongoing Consultancy & Advisory Support Plans (Organisations)

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Ongoing Consultancy and Advisory Support Plans are structured, time-bound professional retainers designed to provide sustained reflective, strategic, and implementation-focused support over an agreed period.

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These services may include (but are not limited to):

• Reflective review and planning meetings

• Implementation feedback and service refinement

• Staff consultation and problem-solving

• Ongoing support to nurture neurodivergent strengths and inclusive, executive-function-informed practice

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6.1 Commitment Period

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Ongoing consultancy plans operate on a minimum commitment period, as specified in the service agreement or proposal (for example, a monthly or multi-month retainer).

This minimum commitment reflects the continuity, preparation, and strategic input required to deliver meaningful and ethical impact over time.

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6.2 Payment Terms

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Consultancy retainers are billed monthly in advance, unless otherwise agreed in writing.

Payments cover:

• Reserved consultancy capacity

• Preparation, reflective review, and strategic input

• Availability for advisory support during the agreed period

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6.3 Cancellation by the Organisation

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Cancellations must be submitted in writing.

Notice of cancellation must be provided in accordance with the agreed notice period (typically 30 days, unless otherwise specified in the service agreement).

Fees already paid for the current billing period are non-refundable.

Cancellation will prevent future charges only after the notice period has ended and after the minimum commitment period has been fulfilled.

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6.4 Unused Time or Sessions

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Consultancy time, meetings, or advisory input not used within a billing period:

• cannot be carried forward

• cannot be exchanged for refunds

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This reflects the nature of retainer-based professional services, where consultancy capacity and expertise are reserved regardless of usage.

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6.5 Early Termination

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Where an organisation seeks to terminate an ongoing consultancy agreement before the end of the minimum commitment period, fees due for the remainder of the commitment period remain payable, unless otherwise agreed in writing at the discretion of The Pathways Centre.

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Notice of cancellation does not override the minimum commitment period.

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6.6 Cancellations by The Pathways Centre

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If The Pathways Centre is required to suspend or terminate an ongoing consultancy arrangement due to unforeseen circumstances, clients will be offered, as appropriate:

• a rescheduled or alternative arrangement

• a credit toward future consultancy services

• a refund for any unused consultancy time already paid for

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The Pathways Centre will not be liable for any indirect or consequential losses arising from such changes.

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7. Cancellations by The Pathways Centre

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If The Pathways Centre is required to cancel or reschedule services due to unforeseen circumstances (including illness or events outside our reasonable control), clients will be offered one of the following, as appropriate:

• an alternative date

• a credit towards future services

• a refund for any services not yet delivered

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The Pathways Centre will not be liable for any indirect or consequential losses arising from such cancellations.

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8. Discretionary Refunds

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In exceptional circumstances, refunds may be offered at the discretion of The Pathways Centre as a gesture of goodwill.

Discretionary refunds:

• are considered on a case-by-case basis

• are not guaranteed

• do not constitute an admission of fault or liability

• do not set a precedent for future requests

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9. How to Cancel or Request a Refund

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All cancellation and refund requests must be submitted in writing.

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Please contact:
info@thepathwayscentre.co.uk

 

Requests will be reviewed in accordance with this policy and responded to within a reasonable timeframe.