Refund Policy

1. Company Information

This Refund Policy applies to all purchases made from:

Washingspine
50 Pingle Dr, Bicester OX26 6WD, United Kingdom
Telephone: +44 1869 366200
Email: hello@washingspine.world
Website: https://washingspine.world

2. Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you purchase services or digital content as a consumer, you may have additional rights that cannot be excluded by this policy. For further information about your legal rights, contact the Citizens Advice consumer service or visit gov.uk/consumer-protection-rights.

3. General Principles

We want you to be satisfied with the educational services and products you purchase from us. Because our offerings are informational and educational in nature, refund eligibility depends on the type of service or product, the stage of delivery, and the circumstances of your request. All refund requests are reviewed individually and handled in good faith.

We do not offer refunds based on dissatisfaction with personal outcomes, as our services provide general educational guidance and do not promise specific results. Refunds are assessed against the criteria set out below.

4. Consultation Refunds

4.1 Cancellation Before the Session

If you cancel a booked consultation at least forty-eight hours before the scheduled start time, you are entitled to a full refund of any prepaid fee. Cancellations made between twenty-four and forty-eight hours before the session may receive a fifty percent refund or the option to reschedule at no additional cost, at our discretion. Cancellations made less than twenty-four hours before the session are not eligible for a refund unless exceptional circumstances apply (see Section 8).

4.2 Cancellation by Washingspine

If we cancel your consultation due to advisor unavailability, technical issues on our end, or other reasons within our control, you will receive a full refund or the option to reschedule at a time convenient to you. No administrative fees apply in such cases.

4.3 After the Session Has Taken Place

Once a consultation has been delivered, refunds are generally not available because the educational service has been provided. However, if you believe the session did not match the description provided at the time of booking (for example, a significantly shorter duration or a different service type), you may submit a written complaint within seven calendar days of the session. We will investigate and, where justified, offer a partial refund, a complimentary follow-up session, or another appropriate remedy.

4.4 Package Consultations

If you purchase a multi-session consultation package, refunds for unused sessions are calculated on a pro-rata basis, minus a ten percent administrative fee, provided you cancel before the second session takes place. After the second session has been delivered, the package is considered non-refundable for remaining sessions.

5. Educational Product Refunds

5.1 Digital Products

Digital educational products (PDF guides, workbooks, seasonal calendars, and similar downloadable materials) are non-refundable once the download link has been accessed or the file has been delivered, in accordance with the exception to the fourteen-day cancellation right for digital content under the Consumer Contracts Regulations, where you have consented to immediate delivery and acknowledged the loss of cancellation rights.

If you have not yet accessed or downloaded the digital product, you may request a full refund within fourteen days of purchase under your statutory cooling-off period.

5.2 Physical Products

If we offer physical educational materials, you may return unused items in their original condition within fourteen days of receipt for a full refund. You are responsible for return postage unless the item is faulty or was dispatched in error. Refunds for returned physical products are processed within fourteen business days of our receiving the returned item.

5.3 Faulty or Incorrect Products

If a product is defective, corrupted, incomplete, or materially different from its description, you are entitled to a replacement or full refund regardless of the time elapsed since purchase. Please contact us with details and, where applicable, screenshots or descriptions of the issue.

6. Programme and Challenge Refunds

6.1 Before Programme Start

If you enrol in a structured programme or challenge and request a refund before the official start date, you will receive a full refund minus any payment processing fees charged by our payment provider (typically not exceeding three percent of the purchase price).

6.2 During the Programme

Once a programme has commenced and you have received access to programme materials, refunds are available only within the first seven days of the programme start date. Such refunds are calculated on a pro-rata basis according to the proportion of the programme remaining, minus a fifteen percent administrative fee.

6.3 After Programme Completion

No refunds are available after a programme's official end date, as all educational content and support included in the programme will have been delivered.

7. How to Request a Refund

To request a refund, please contact us with the following information:

1. Your full name and email address used at the time of purchase
2. Order or booking reference number (if available)
3. Date of purchase or scheduled session
4. Description of the service or product purchased
5. Reason for the refund request
6. Any supporting documentation (e.g., proof of cancellation timing)

Send your request to hello@washingspine.world with the subject line "Refund Request". We aim to acknowledge all refund requests within two business days and provide a decision within ten business days.

8. Exceptional Circumstances

We recognise that unforeseen events may prevent you from attending a consultation or participating in a programme. Refund requests outside the standard timeframes may be considered at our discretion in cases such as:

• Serious illness or medical emergency (documentation may be requested)
• Bereavement of an immediate family member
• Natural disasters or government-mandated restrictions preventing attendance
• Significant service failure on our part not covered by other sections of this policy

Exceptional circumstance refunds are evaluated case by case. We may offer rescheduling as an alternative to a monetary refund where appropriate.

9. Refund Processing

Approved refunds are processed using the same payment method used for the original purchase. Processing times depend on your bank or payment provider and typically take five to ten business days after approval. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.

Partial refunds, where applicable, are calculated based on the original purchase price excluding any discounts or promotional codes applied at the time of purchase. Administrative fees, where stated in this policy, are deducted from the refund amount before processing.

10. Chargebacks and Disputes

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first attempting to resolve the matter with us may result in suspension of access to any remaining services or products associated with the disputed transaction. We will provide all relevant documentation to payment providers to resolve disputes fairly.

11. Promotional and Discounted Purchases

Items purchased at a promotional or discounted price are subject to the same refund terms as full-price purchases. Refunds for discounted items are calculated based on the amount actually paid, not the original listed price. Promotional bundles are refunded as a single unit; individual components of a bundle cannot be refunded separately unless the bundle is faulty or materially misdescribed.

12. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Changes apply to purchases made after the updated policy is published. Purchases made before a policy change are governed by the version in effect at the time of purchase.

13. Contact

For refund requests, questions about this policy, or assistance with a purchase, please contact:

Washingspine — Customer Services
50 Pingle Dr, Bicester OX26 6WD, United Kingdom
Email: hello@washingspine.world
Telephone: +44 1869 366200
Office hours: Monday to Friday, 09:00 – 17:30 GMT