Cancellation & Refund Policy

Last Updated: 27 November 2025

1. Your 14-Day Cooling-Off Period

Under UK law, you have the right to cancel your purchase within 14 days without giving any reason. This is known as your "cooling-off period."

1.1 When the Cooling-Off Period Starts

• Services: From the day after we send your booking confirmation
• Goods (e.g., merchandise): From the day after you receive the goods

1.2 How to Cancel During Cooling-Off Period

To cancel, you must inform us clearly (email, phone, or letter) to:

ENHANCE PHYSIQUE LTD
Email: cancellations@enhancephysique.com
Phone: +44 (0) 20 7946 0958

1.3 Early Commencement of Services

If you request that services begin during the cooling-off period, you acknowledge:

• You expressly consent to services commencing immediately
• If you cancel after services have started, you will pay a pro-rata amount for services provided
• You lose your right to a full refund once services are fully performed

2. Cancellation Policy by Program Type

2.1 Individual Personal Training Sessions

• 24 hours' notice required for cancellation or rescheduling
• Less than 24 hours' notice: session is forfeit (no refund or credit)
• Emergency situations (medical, family emergency) considered on case-by-case basis

2.2 Monthly Subscriptions (VIP Platinum, Online Coaching)

• 30 days' written notice required
• Notice must be given before the renewal date
• No pro-rata refunds for partial months
• You retain access until the end of your paid period

2.3 12-Week Transformation Program

• Within 7 days of purchase: Full refund minus any sessions used and booking fee (£50)
• After 7 days: No refunds, but program may be paused for medical reasons (with documentation)
• Unused sessions: May be transferred to another program with 20% transfer fee

2.4 Annual Executive Membership

• Cooling-off period only: 14-day refund (minus any services used)
• After 14 days: No refunds
• Medical suspension: Up to 3 months with GP documentation (no refund, membership extended)
• Relocation: Pro-rata refund if moving more than 50 miles away (proof required)

2.5 Retreats & Bootcamps

• More than 60 days before: Full refund minus £100 booking fee
• 30-59 days before: 50% refund
• Less than 30 days: No refund (credit note issued for future retreats, valid 12 months)
• Travel insurance recommended for unforeseen circumstances

2.6 Corporate Wellness Programs

• Governed by individual contract terms
• Typically 90 days' notice required
• Minimum commitment periods apply (usually 12 months)

2.7 Photoshoot Prep Package

• Before program starts: Full refund minus £100 booking fee
• After program starts: Pro-rata refund for remaining weeks (minimum 4 weeks' notice)
• Within 2 weeks of photoshoot: No refunds

2.8 Ultimate Transformation Bundle (£3,499)

• Within 14 days of purchase: Full refund minus any sessions used
• After 14 days, within first month: Refund minus 30% and services used
• After first month: No refunds, but unused services may be frozen for up to 3 months

3. How We Process Refunds

3.1 Refund Method

• Refunds will be issued to the original payment method
• We cannot refund to a different card or account

3.2 Refund Timeframe

• We process refunds within 14 days of receiving cancellation notice
• Bank processing may take additional 3-5 working days

3.3 What's Non-Refundable

• Booking fees and administration charges
• Services already provided
• Merchandise and physical products (unless faulty)
• Third-party products (supplements, equipment)
• No-show sessions (less than 24 hours' notice)

4. Cancellation by Enhance Physique

4.1 Individual Session Cancellations

If we cancel a session with less than 24 hours' notice, you will receive:

• Complimentary replacement session, OR
• Full refund for that session

4.2 Program/Service Cancellations

If we cancel your program or ongoing service, you will receive:

• Full refund for unused portion
• Transfer to alternative program at no extra cost (if desired)
• Compensation if cancellation causes significant inconvenience

5. Special Circumstances

5.1 Medical Reasons

If you cannot continue due to injury or illness:

• Provide GP or medical professional documentation
• Program can be frozen for up to 6 months
• Partial refunds considered for long-term medical conditions

5.2 Pregnancy

• Programs can be adapted for pregnancy (subject to medical clearance)
• Pause available during maternity period (up to 12 months)
• No refunds unless program cannot be adapted

5.3 Relocation

• Moving more than 50 miles: Pro-rata refund available (proof required)
• Online coaching alternative offered first

5.4 Financial Hardship

• Payment plan adjustments considered on case-by-case basis
• Pause option available (up to 3 months)
• Transfer to lower-cost program option

6. Rescheduling Policy

• 24+ hours' notice: Free rescheduling
• Less than 24 hours: £20 rescheduling fee (or session forfeit)
• Maximum reschedules: 3 per month for regular sessions
• Rescheduled sessions must be taken within same month where possible

7. Force Majeure

In circumstances beyond our control (pandemic, natural disaster, government restrictions):

• Services will be adapted where possible (e.g., move to online)
• Memberships automatically frozen with no penalty
• No refunds unless services cannot be provided in any format

8. Disputes and Complaints

If you're unhappy with our cancellation decision:

1. Contact us at complaints@enhancephysique.com
2. We will review within 5 working days
3. If unresolved, you may use Alternative Dispute Resolution (ADR)
4. You also have the right to take your complaint to Trading Standards

9. Your Rights

This policy does not affect your statutory rights under UK law, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Supply of Goods and Services Act 1982

10. Contact for Cancellations

ENHANCE PHYSIQUE LTD
Company Number: 15969986
Email: cancellations@enhancephysique.com
Phone: +44 (0) 20 7946 0958
Post: 128 City Road, London, EC1V 2NX, United Kingdom

We aim to be fair and reasonable. If you have exceptional circumstances, please contact us to discuss your situation.