Overview
We provide brand-neutral, education-only guidance. Plans change sometimes — this page sets out how to cancel, move a booking, or request a refund. Your statutory rights are preserved.
All times are in UK time. If you purchased via a third-party marketplace, that provider's rules may apply.
Scope reminder: guidance only — you carry out the steps; we don't operate your device and we don't carry out hardware repairs.
UK cooling-off (14 days)
For most online purchases, consumers have 14 days from the day after purchase to cancel. If you cancel within 14 days and the service hasn't started, we'll issue a full refund.
Starting earlier: If you ask us to begin within the 14-day period, you agree the service starts immediately. If you then cancel within 14 days, we may deduct a fair amount for what's already been provided (for example, a consultation and any written notes). Once the service is fully delivered, the cooling-off right no longer applies.
This right comes from the UK's Consumer Contracts Regulations, which exist specifically to protect people buying services online without being able to inspect them in person first — like a plan you can't "try on" before purchase. It's a genuine statutory right, not a goodwill gesture on our part, which is why it applies even though we've written the specific mechanics of it into this page.
One-time session bookings
- Reschedule free with at least 12 hours' notice (first change per booking). Further changes may include a small admin cost.
- Cancel ≥24 hours before the confirmed time: full refund.
- Cancel 12–24 hours before: 50% refund (or one free reschedule if not already used).
- Cancel <12 hours or no-show: normally not refundable. We'll try a goodwill reschedule at our discretion if practical.
- No-show definition: if there's no response within 10 minutes of the start time, the booking may be recorded as a no-show.
Plans (1-Month, 6-Month, Annual, Lifetime, Teams)
- Within 14 days and no sessions used: full refund.
- Within 14 days and some sessions used: pro-rata refund based on the portion delivered (using our one-time session rate at purchase) plus any materials already provided.
- After 14 days:
- 1-Month plan: non-refundable after use begins. Remaining time within the month can be transferred to a member of your household or team.
- 6-Month / Annual (prepay): non-refundable after the cooling-off period. You may transfer unused consultations to another named user in your household/small office.
- Lifetime: refundable only within the cooling-off period and only if unused.
- Teams: same rules as above; named user substitutions allowed by email request.
A worked example of a pro-rata refund
Say you bought the 1-Month Getting Started Guide (£39.99, 4 consultations) and used 1 session before requesting a refund on day 10. We'd calculate the refund as: £39.99 minus the one-time Starter session rate (£19.99) for the session already delivered, minus a fair allowance for any written materials already sent — giving a partial refund rather than nothing, since most of the plan's value hadn't been used yet.
How to cancel or move a booking
Email info@guideaxis.online with your name, order ID (or checkout email), and whether you'd like to cancel or reschedule. We'll confirm a new slot or process the cancellation.
Refund method & timing
- Refunds are made to the original payment method.
- Once approved, we process within 2 business days. Your bank or card provider may take 5–10 business days to display the funds.
- If a payment was made in error, contact us promptly so we can review and correct it.
When refunds may not apply
- Where a session has been fully delivered within the 14-day period at your request.
- Where repeated short-notice cancellations or no-shows occur.
- Where there's misuse of the service or a breach of our Terms & Conditions.
We aim to be fair and will consider reasonable evidence (for example, outages or emergencies).
If we need to cancel
Very rarely, we may need to cancel or move a session (e.g., tutor illness or technical issues). We'll offer a prompt reschedule — in practice, this means proposing an alternative slot within 2 business days of the cancellation, rather than leaving you to chase it. If we can't provide a suitable time, you can request a full refund for the affected booking.
Questions people ask about refunds
I paid via a third-party marketplace — do these rules still apply?
If you purchased through a marketplace or reseller rather than directly with us, that platform's own refund and cancellation rules take precedence, since the payment relationship sits with them. Contact them first in that case.
Can I switch from one plan to another instead of getting a refund?
Yes — contact us and we'll work out a fair credit toward a different plan based on what you've already used, which is often simpler than processing a refund and a new purchase separately.
What counts as a "fair allowance" for materials already sent?
Generally the proportion of written checklists, planner PDFs, or notes actually delivered relative to the full plan — a single checklist out of a plan that includes several isn't treated as having used most of the plan's value.
Does a refund affect my statutory rights under UK consumer law?
No — nothing in this policy removes or reduces your statutory rights; this page sets out how we apply those rights in practice for our specific plans, not a replacement for them.
Contact
- Email: info@guideaxis.online
- UK helpline: +44-808 531 0585
- Registered office (India): Connecgen Global LLP, 3rd Floor, Plot No. 23, Block-B, Sector-62, Noida, Gautam Buddha Nagar, Uttar Pradesh – 201301
If you're unhappy with the outcome, see our Complaints & Dispute Resolution page for escalation steps.