(Cancellation Policy)
SurgeX Refund and Cancellation Policy
1. Contacting us
To cancel, request a refund or reschedule, email info@surgex.world with your name, order email, product or booking and reason where relevant. The time we receive your message determines whether a notice deadline has been met.
2. Your statutory rights
Nothing in this policy reduces your rights under UK consumer law. Services must be provided with reasonable care and skill, and digital content must meet legal standards including being as described and fit for its stated purpose.
3. Digital programmes: Foundation and Strength + Flow
When you buy digital content online, you will normally have a 14-day cancellation period beginning the day after the contract is made, unless the legal exception for immediate digital supply applies.
If you ask us to provide immediate access before the cancellation period ends, we will ask you to:
• expressly consent to the digital content being supplied immediately; and
• acknowledge that you lose the change-of-mind right to cancel once access, streaming or downloading begins.
After valid immediate access has begun, we do not offer a change-of-mind refund. This does not affect remedies for content that is faulty, inaccessible because of our failure, not as described or otherwise fails to meet statutory requirements.
If immediate access has not begun and you cancel within the applicable period, we will refund the amount paid using the original payment method, normally within 14 days of being informed of the cancellation.
If you ask us to provide immediate access before the cancellation period ends, we will ask you to:
• expressly consent to the digital content being supplied immediately; and
• acknowledge that you lose the change-of-mind right to cancel once access, streaming or downloading begins.
After valid immediate access has begun, we do not offer a change-of-mind refund. This does not affect remedies for content that is faulty, inaccessible because of our failure, not as described or otherwise fails to meet statutory requirements.
If immediate access has not begun and you cancel within the applicable period, we will refund the amount paid using the original payment method, normally within 14 days of being informed of the cancellation.
4. Online and in-person classes booked for a specific date
A class booking is a leisure service for a specific date and time. The general 14-day cooling-off right may not apply. SurgeX nevertheless offers the following customer policy:
When you cancel
What happens
At least 24 hours before the start time
Choose a full refund to the original payment method or one transfer/credit, subject to availability.
Less than 24 hours before
No refund. We may offer a one-time credit for a genuine emergency at our discretion.
No-show or arrival too late to participate safely
No refund or transfer.
SurgeX cancels or cannot deliver the class
Choose a full refund or transfer/credit. We are not responsible for unrelated travel or accommodation costs unless the law requires otherwise.
A credit is valid for 60 days and may be used once, unless the confirmation email states otherwise.
5. Single 1:1 sessions
When you cancel
What happens
24+ hours notice
Reschedule once or request a refund for an unused standalonesession.
Less than 24 hours notice
The session is charged and deducted from the package, unlesswe agree an emergency exception.
No-show
The session is charged.
Coach cancels
Reschedule or receive a full refund for the affected standalone session.
Client arrives late
The session normally ends at the original time and the full session is charged.
6. 1:1 packages and online coaching
For a coaching package or membership bought online, the statutory 14-day cancellation period will normally apply unless an exception applies. If you ask us to begin coaching during that period and then cancel, we may deduct a proportionate
amount for sessions, planning, onboarding or support already provided. If the service is fully performed at your request during the period, the cancellation right may end once performance is complete and the required acknowledgement has
been given.
Unused 1:1 sessions must be booked and completed within [90] days of purchase unless the offer page states another
reasonable validity period. We may extend for documented injury, illness, pregnancy or another exceptional circumstance.
For monthly coaching, you may cancel future renewals at any time before the next renewal date using info@surgex.world. You keep access until the end of the paid billing period. We do not automatically refund part of a billing period after renewal, except where required by law or where we agree a goodwill remedy.
amount for sessions, planning, onboarding or support already provided. If the service is fully performed at your request during the period, the cancellation right may end once performance is complete and the required acknowledgement has
been given.
Unused 1:1 sessions must be booked and completed within [90] days of purchase unless the offer page states another
reasonable validity period. We may extend for documented injury, illness, pregnancy or another exceptional circumstance.
For monthly coaching, you may cancel future renewals at any time before the next renewal date using info@surgex.world. You keep access until the end of the paid billing period. We do not automatically refund part of a billing period after renewal, except where required by law or where we agree a goodwill remedy.
7. Payment plans
Where instalments are used to pay the fixed total price of a programme or package, cancelling the card or stopping an instalment does not by itself cancel the contract. The checkout must clearly state whether the arrangement is a fixed payment plan or a recurring cancel-anytime membership. We will never describe one as the other.
8. Medical circumstances
Tell us as soon as possible if a medical issue prevents participation. Depending on the evidence and service, we may offer a pause, programme modification, transfer, credit or refund for the unused part. This is assessed fairly and does not
remove statutory rights.
remove statutory rights.
9. Promotions, bundles and discounts
Refunds are based on the amount actually paid. If a partially used bundle is cancelled where a refund is due, we may calculate the value already supplied using the prices clearly disclosed at purchase, provided the calculation is fair and lawful.
10. Refund method and timing
Approved refunds are normally returned to the original payment method. We aim to issue them promptly and within any legal deadline. Banks and card providers may take additional time to display the credit.
11. Chargebacks
Please contact us first so we can investigate. We may provide Stripe or a bank with relevant evidence of the order, consent, access, attendance, communications and refund policy when responding to a disputed payment. We will handle personal information in accordance with the Privacy Policy.
12. How to cancel - model wording
You may use the following wording, but you do not have to:
CANCELLATION REQUEST
I give notice that I wish to cancel the following contract or booking: [PRODUCT / CLASS / COACHING]. Ordered
on: [DATE]. Name: [NAME]. Order email: [EMAIL]. Order number: [NUMBER]. Requested remedy: [CANCEL / REFUND / TRANSFER].
on: [DATE]. Name: [NAME]. Order email: [EMAIL]. Order number: [NUMBER]. Requested remedy: [CANCEL / REFUND / TRANSFER].
Effective date: 26.06.2026. Last updated: 30.06.2026.
