1. Scope
This policy applies to walking balance programmes and related services supplied by Hiplife, 26 High Street, Windsor SL4 1LH, United Kingdom. Our services are experiential rather than physical goods; this policy sets out cancellation, rescheduling, and refund procedures.
2. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. Services must be performed with reasonable care and skill. If we fail to meet this standard, you may be entitled to a price reduction or repeat performance.
3. Cooling-Off Period (Distance Contracts)
If you book online or by telephone without face-to-face contact, you may have 14 days to cancel under the Consumer Contracts Regulations 2013. This right does not apply once the service has begun with your express request and acknowledgement that you will lose the cooling-off right once performance starts.
4. Cancellation by You
- More than 14 days before start: full refund minus any non-recoverable costs disclosed at booking.
- 7–14 days before start: 50% refund or credit toward a future programme within 12 months.
- Fewer than 7 days before start: no refund; rescheduling subject to guide availability.
5. Rescheduling
Requests to reschedule individual sessions must be received at least 48 hours in advance. We will offer an alternative date within the programme window where possible. Repeated late cancellations may forfeit further rescheduling.
6. Cancellation by Us
We may cancel or postpone sessions due to severe weather, guide unavailability, or safety concerns. Affected sessions will be rescheduled at no extra charge or refunded proportionally if rescheduling is not possible.
7. Non-Attendance
Failure to attend without prior notice does not entitle you to a refund or automatic rescheduling.
8. Refund Processing
Approved refunds are returned to the original payment method within 14 working days. Card processing times may vary.
9. Complaints
Unresolved concerns may be raised under our Complaints Procedure. Citizens Advice can provide guidance on consumer rights in England and Wales.
10. Contact
Cancellation requests: callme@hiplife.world or +44 1753 621786. Include your booking reference and preferred resolution.