Refund policy

Overview

This policy applies to educational sessions and materials sold by Glow Matrix Core Ltd: terminology workshops, risk walkthroughs, glossary clinics, follow-up calls, and printed glossary packs. We do not sell software subscriptions or digital access products.

Cancellation by you

More than 14 days before the session: Full refund of any deposit or prepaid fee, processed within 14 business days.

7–14 days before: Refund of 50% of fees paid, or full credit toward a rescheduled date within 90 days — your choice.

Less than 7 days before: No refund unless we can fill your place from a waiting list. If filled, we refund 50%.

No-shows: Fees are non-refundable if you do not attend without prior notice. Contact us as soon as possible if circumstances change.

Rescheduling

One free reschedule is permitted if requested at least 7 days ahead and a new date is agreed within 60 days. Additional reschedules may incur a £15 administrative fee. Deposits transfer to the new date when rescheduling under these terms.

Cancellation by us

If we cancel due to tutor unavailability or venue closure, you receive a full refund or priority rebooking at no extra cost. We give as much notice as practicable by email and phone.

Printed glossary packs

Unopened packs returned within 14 days of delivery qualify for a full refund excluding outbound postage unless the item arrived damaged — in which case we refund the full amount including postage. Opened packs are non-refundable unless defective.

Partial refunds

If a session ends early due to circumstances on our side (technical failure we cannot resolve within 30 minutes for online sessions, or venue evacuation), we offer a partial refund proportional to undelivered time or a complimentary follow-up call.

Non-refundable items

Completed one-to-one sessions where content was delivered in full. Custom corporate materials prepared specifically for your organisation after written approval. Bank charges or currency conversion fees imposed by your payment provider.

Work already started

For corporate engagements with bespoke preparation, fees for completed preparation hours are non-refundable if you cancel after materials have been drafted to your brief.

Refund method

Refunds are issued to the original payment method by bank transfer within 14 business days of approved cancellation. You will receive email confirmation when processed.

How to request a refund

Email hello@glowmatrixcore.click with your booking reference, session date, and reason. Include the name used at booking. Phone enquiries: 0121427656 (Monday–Friday, 10:00–16:00 GMT).

Consumer rights

Nothing in this policy limits statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 where applicable to distance contracts.