CANCELLATION AND REFUND POLICY
1. Refund Policy for Online Tuition
By booking tuition services, you agree to the following terms:
To reschedule or cancel, contact us at least 48 hours before your booking. Missed appointments or late cancellations aren't refundable and will be charged at the full rate (e.g., a missed £75 session will be charged £75).
Please arrive on time for your session. A session will be considered a no-show, and therefore cancelled, if you arrive more than 15 minutes late.
Sessions are limited to the original booked timeframe, and cannot overrun. Please respect your tutor's time, as other students will be booked immediately following your session.
Refunds incur a £25 admin fee per tuition session (individual or bundle). For example, for a £75 session, you'll receive £50 (£75 - £25 = £50). PayPal processing fees are also deducted from the final refund amount.
Tuition Bundle Refunds:
For unused or partially completed bundles, a £25 cancellation fee per unused session applies, plus PayPal fees. For example, for a Bundle of Three (£170), the refund will be £95 (£170 - £75 = £95). If you've used sessions, they'll be charged at the full individual session price (£75) and deducted from the refund. PayPal fees will also be deducted from the final refund amount.
14-Day Cooling-Off Period for Digital Services:
In compliance with the UK Consumer Contracts Regulations 2013, customers have the right to cancel their purchase of online tuition services within a 14-day cooling-off period, starting from the date of purchase, without providing any reason. However, this right to cancel and request a refund within the cooling-off period will be waived if the customer has already accessed or started the online tuition, thereby acknowledging that they will lose their right to cancel and receive a refund once the service has commenced.
Eligible Refund Period:
Refunds can be issued within 14 days of the initial payment date, in accordance with the cooling-off period; however, this right to a refund is waived if the tuition has already commenced. Once the 14-day cooling-off period has passed or the tuition has started, only rescheduling or cancellation (at the full rate) is allowed.
Redeem sessions within 3 months of payment, or fees are forfeited. For tuition bundles, book and use sessions before expiration (3 sessions in 3 months, 5 sessions in 5 months).
Unused sessions in expired bundles aren't refundable and can't be used or reactivated.
Please be mindful that it's the student's responsibility to book sessions within bundle timeframes.
Booking System Protection:
Our refund policy protects the booking system from abuse, respecting tutors' time and allowing other students access to available slots by enforcing clear terms for rescheduling, cancellation, and refunds.
With a 48-hour notice requirement for changes and an administration fee for refunds, the policy aims to discourages frivolous bookings.
Defined timeframes for redeeming sessions further ensure thoughtful and responsible use of our services.
We advise reviewing product descriptions and contacting our support team for assistance before making a purchase.
2. Refund Policy for Digital Goods
At The Lucid Guide, we pride ourselves on delivering high-quality digital products to our customers. We understand that there may be instances where a purchase is made in error. In such cases, we have established the following refund policy:
Cooling-Off Period: Customers have the right to cancel their purchase of digital goods within a 14-day cooling-off period, starting from the date of purchase, without providing any reason.
Waiving the Right to Cancel: Please note that the right to cancel and request a refund within the cooling-off period will be waived if the customer has given their express consent to start downloading or streaming the digital content and acknowledged that they will lose their right to cancel once the download or streaming has begun.
By purchasing digital goods (e-books, MP3 recordings, etc) from The Lucid Guide, customers agree to our refund policy. We advise reviewing product descriptions, previewing samples, and contacting our support team for assistance before making a purchase.
3. Refund Policy for Physical Goods
The Lucid Guide offers refunds for physical goods with certain exceptions.
Our policy includes:
Standard Items: Returns and refunds are accepted within 30 days of purchase, provided items are unused, undamaged, and in original packaging.
Special/Limited Editions: Due to their one-of-a-kind nature, these items are non-refundable.
Third-Party Clothing/Merch: For items purchased from our third-party suppliers, please return directly to the supplier following their return policy.
By purchasing physical goods from The Lucid Guide, customers acknowledge and agree to this refund policy.
4. Refund Policy for Gitftcards & Giftcodes
At The Lucid Guide, we strive to provide our customers with an exceptional experience. We understand that sometimes a gift card/code may not be the perfect fit. Therefore we offer the following gift card/code refund policy:
Gift Card/Code Validity: Gift cards are valid for one year from the date of purchase. Any remaining balance on the gift card after the expiration date will be forfeited.
Gift cards/codes may be returned within 14 days of the original purchase date. Any return requests made after this period will not be eligible for a refund or exchange.
Gift cards/codes must be unused and accompanied by the original purchase receipt to be eligible for a refund. Any gift cards/codes that have been partially or fully redeemed will not be accepted for return.
Non-refundable Gift cards/codes: promotional, complimentary, or bonus gift cards are not eligible for return or refund. These cards/codes are issued as part of special offers or promotions and are meant to be used as a one-time benefit.
By purchasing a gift card/code from The Lucid Guide, you agree to abide by this return policy. We reserve the right to refuse any return that does not meet the conditions outlined above.
5. Refund Timescale
We will always endeavour to process any refunds as swiftly as possible, however, please be aware that due to PayPal policies, refunds may take up to 7 working days to process.
Please note that it may take up to one billing cycle for the refunded amount to appear on your account statement.
6. Failed Delivery or Download Resolution Policy
At The Lucid Guide, we understand that postal or technical issues may sometimes prevent the successful delivery or download of our products. To address such situations, we have established the following policy:
Contact Customer Support: If you experience any issues with the delivery or download of your purchased item, please reach out to our customer support team immediately, providing details of the problem and your order information.
Investigation and Resolution: Our team will investigate the issue and work closely with you to resolve it as soon as possible. This may include providing guidance on troubleshooting, redelivering the product, or offering an alternative download method.
Refund Consideration: If we are unable to resolve the delivery or download issue within a reasonable time frame, we will consider offering a refund or store credit, at our discretion.
By purchasing from The Lucid Guide, customers acknowledge and agree to this policy. We are dedicated to ensuring a smooth experience and encourage you to contact our support team with any concerns before or after your purchase.
7. Refund Process for Digital Goods & Online Courses
At The Lucid Guide, we are committed to delivering high-quality products and online courses to our customers. We understand that sometimes a purchase may not meet your expectations, and we have established the following refund process to address such situations:
Contact Customer Support:
If you are not satisfied with your digital product or online course, please contact our Customer Support team within 14 days of the original purchase date by emailing firstname.lastname@example.org, alternatively speak to one of our support agents via the online chat service. Include your order number, the product/course you wish to return, and the reason for the return in your email.
Our Customer Support team will review your refund request and may ask for additional information or clarification. We reserve the right to grant or deny a refund based on the circumstances and adherence to our refund policy.
Refund Approval & Processing:
If your refund request is approved, a refund will be issued to the original payment method within 7 business days. Please note that it may take up to one billing cycle for the refunded amount to appear on your account statement.
Upon the approval of your refund request, your access to the digital product or online course will be revoked. You will no longer have access to the content or any related materials.
You will receive an email confirmation once your refund has been processed. Please check your email for updates on the status of your refund.
By making a purchase from The Lucid Guide, you agree to abide by our refund process. We reserve the right to refuse any refund request that does not meet the conditions outlined above.
8. General Refund Policy & Updates
At The Lucid Guide, our primary goal is to provide our customers with a seamless and satisfying experience. Our refund policy is designed to ensure your satisfaction while protecting our interests. Please carefully review the policy and adhere to the guidelines when requesting a refund.
The Lucid Guide reserves the right to update or modify our refund policy at any time, without prior notice. Any changes to the policy will be effective immediately upon being posted on our website. We encourage customers to regularly review our refund policy to stay informed about any updates or modifications.
By making a purchase from The Lucid Guide, you agree to abide by our refund policy and accept any changes that may be made in the future. If you have any questions or concerns regarding our refund policy or any updates, please do not hesitate to contact our support team.
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