Refund & Cancellation Policy

Your Legal Rights

The Consumer Contracts Regulations state that in the case of consumer purchases you have a full 14 days to cancel your contract after you have received your products.  This does not apply to certain products, for example digital downloads once they have been delivered to you - in order to allow us to deliver your downloads straight away, you agree to waive your right to cancel, otherwise we would have to wait 14 days before delivering!  We believe this is academic, because the 100% satisfaction guarantee means you don't have to rely on the minimum legal rights, you have plenty of time to be certain that what you paid for was well worth it!

100% Satisfaction

Our policy is to provide customers with complete satisfaction.  This means that if you are ever less than 100% satisfied with the services or products we supply, you pay only what you feel they are worth.  Simply follow the claim procedure below.

How to Claim a Refund

You must claim your refund within 45 days of payment (it will be obvious by then if you are not getting the value you expected).  The only exception to this is event tickets, where the refund request should be made within fourteen days of the last day you attended .  Follow these steps:

Online Products (including group coaching)

Send an email to satisfaction@andrewhorder.com including:

  • Product name
  • Date of purchase
  • Amount paid
  • The reason you do not think it was worth what you paid
  • How much you are claiming as a refund

Your refund will be made by Paypal, or such other method as the original payment was made, within 14 days of your claim being received.  If we need any further information we will contact you, obviously we need you to respond as quickly as possible.

Services (e.g. one-to-one coaching)

Raise your concerns during one of your regular sessions, and we can discuss an appropriate resolution.

Where we conclude that a refund is required, it will be made within 14 days by the same method as the original payment was made.

You recognise that by booking a time slot for coaching you are preventing us from allocating that time slot to another customer, and agree to give at least 48hrs notice should you need to reschedule.

Events & Retreats

Send an email to satisfaction@andrewhorder.com including:

  • Event name
  • Date of purchase
  • Amount paid
  • The reason you do not think it was worth what you paid
  • How much you are claiming as a refund

Your refund will be made by Paypal, or such other method as the original payment was made, within 14 days of your claim being received.  If we need any further information we will contact you, obviously we need you to respond as quickly as possible.

Note: Refunds for event ticket cancellations must be requested no later than 7 days before the start date. This is because we have to make commitments to venues and suppliers which are affected by the number of people we expect to attend.

After the 14 day 'cooling off' period, refunds for events are available as follows:

0-6 days before the event: No refund

7-15 days before the event: 50% refund

16-30 days before the event: 75% refund

Over 30 days before the event: 100% refund

These terms were last updated 23rd June 2014 to include the Consumer Contracts Regulations