Cancellation & Refunds

1. Purpose and statutory rights

This policy explains cancellations, rescheduling and refunds. It does not reduce any rights that cannot lawfully be excluded, including rights under UK consumer law where services are not provided with reasonable care and skill or as agreed.

2. Fourteen day cooling off period

Where a consumer purchases online, by telephone or otherwise at a distance, they will normally have 14 days from the day after the contract is made to cancel without giving a reason.

To cancel, send a clear statement to accounts@htga.co.uk including the Client’s name, programme and order date. A model form is provided below, but its use is optional.

3. Starting during the cooling off period

HTGA will not normally begin chargeable services during the 14 day period unless the Client expressly requests an early start. If the Client cancels after making that request, HTGA may deduct or charge a proportionate amount for services properly delivered up to cancellation.

If the programme has been fully performed within the cooling off period following the Client’s express request and acknowledgement that the cancellation right will be lost on full performance, the statutory cancellation right may no longer apply.

4. Refund timing

Approved refunds will be made without undue delay and normally within 14 days after HTGA is informed of a valid cancellation. Refunds will ordinarily use the original payment method and will not carry an administration fee.

5. After the cooling off period

After the statutory period, a Client may ask to end the programme by written notice. Monthly programmes end at the close of the current paid monthly period unless the order confirmation provides a more favourable arrangement.

For single payment programmes, HTGA will assess any refund fairly by reference to services delivered, reserved capacity, materials supplied, work completed and costs genuinely saved. We will not automatically retain the entire fee or impose a disproportionate cancellation charge.

6. Missed and rearranged sessions

Sessions rearranged with at least 48 hours’ notice will normally be moved without charge (2 hours for The Elite Concierge Package), subject to availability. With less notice or non attendance, the session may be treated as used where the reserved time could not reasonably be reallocated, except where illness, emergency or another circumstance makes that unfair.

If HTGA cancels, the Client may choose a replacement session or a proportionate refund for the affected undelivered service.

7. Service problems

If services have not been supplied with reasonable care and skill or do not match agreed information, tell us promptly. We will first consider repeat performance at no extra cost and within a reasonable time. Where repeat performance is impossible or would cause significant inconvenience, an appropriate price reduction may be due.

8. Recruitment outcomes

A rejection, unsuccessful assessment, delayed employer decision or failure to receive an offer does not by itself show that the coaching service was defective and does not automatically create a refund right. No outcome is guaranteed.

9. Promotional guarantees

No money back or outcome guarantee applies unless it appears expressly in the signed order confirmation. Any such guarantee will set objective eligibility conditions, evidence requirements, exclusions and a claims process, and will operate in addition to statutory rights.

10. Model cancellation form