Refunds and Cancellations

This draft is intended to cover one-off purchases of Future Forge Academy learning time and the booking, rescheduling or cancellation of sessions paid for with that time.

It should be read with the draft Terms and Conditions. Nothing on this page is intended to remove or reduce a statutory consumer right.

A customer should be able to leave Stripe Checkout before completing payment. An incomplete or expired checkout should not credit learning time. If a bank shows a payment despite checkout not completing, contact [Owner to insert the monitored support email] with the date, amount and checkout reference, but never send full card details by email.

UK consumers who buy services online generally have a 14-day cancellation period beginning after the contract is entered into, subject to exceptions and special rules where the consumer asks for the service to begin during that period.

[A qualified UK legal adviser must confirm how those rules apply to prepaid learning time and scheduled live lessons, when the contract is formed, what express service-start request is needed, and what proportionate charge may lawfully apply after performance begins.]

The approved checkout and durable confirmation must explain the right to cancel, how to exercise it, any lawful consequences of starting the service early, and provide any required model cancellation form.

[Owner and legal adviser to decide and approve any commercial refund promise that goes beyond statutory rights.]

• Define whether and when wholly unused learning-time packs may be refunded.
• Define how a partially used pack, completed lesson or reserved booking affects the refundable amount.
• Define whether custom-hour purchases, promotional credit, gifted time or expired time are treated differently.
• Define the evidence, response time and escalation route for a disputed service.

Send a clear cancellation request to [Owner to insert the monitored support email]. Include the adult account email, purchase reference, purchase date and the request being made. Do not include full card details or sensitive learner information.

A cancellation request may use any clear statement. [Legal adviser to provide the required model cancellation form and owner to add the postal route if one is required.]

A requested time is not confirmed until Future Forge Academy accepts it. The account should show whether a booking is requested, confirmed, cancelled, declined or completed.

• Customer cancellation or rescheduling notice: [Owner to insert the approved notice period].
• Late arrival and no-show treatment: [Owner to insert the approved rule].
• Tutor or Academy cancellation: [Owner to insert the rescheduling and learning-time release rule].
• Emergency, illness and accessibility exceptions: [Owner to insert the fair review process].

These rules must be consistent with the system's learning-time ledger and must not override statutory rights.

An approved card refund should be submitted through Stripe to the original payment method. Banks and card providers control when the returned funds appear after Stripe processes the refund.

The matching learning-time adjustment must be recorded in the account ledger. If time has already been used or reserved, the request should be placed into manual review instead of silently creating a negative balance or refunding the wrong amount.

[Owner to approve refund-authorisation roles, response targets, partial-refund calculations, ledger reconciliation and customer confirmation wording.]

If the service was not provided with reasonable care and skill, was not as described, or another statutory remedy may apply, contact [Owner to insert the monitored support email]. The Academy should assess the appropriate repeat performance, price reduction, refund or other remedy without treating this draft policy as a limit on consumer rights.

Contact the Academy promptly if a charge is unfamiliar or a refund appears incorrect. This does not remove the right to contact a bank or card provider. The Academy must retain accurate purchase, webhook, refund and ledger records so that any dispute can be investigated fairly.

Support email: [Owner to insert the monitored support email]. Business name and address: [Owner to insert the verified legal identity and approved address].