Cancellation & Refund Policy | Two Tone Running

1. Overview

This policy explains both your statutory cancellation rights and Two Tone Running’s practical cancellation arrangements. It applies alongside the Terms & Conditions.

Consumer rights come first. If UK consumer law gives you a cancellation, repeat-performance, price-reduction or refund right that is more favourable than this policy, that legal right applies.

2. Online purchases and the 14-day cancellation period

For many consumer service contracts made online, you normally have 14 days from the day the contract is made to cancel without giving a reason.

If you specifically ask Two Tone Running to start providing a service during that 14-day period and then cancel before it is completed, you may be charged a proportionate amount for the service already supplied where the law allows this.

If you expressly request early performance and acknowledge that the cancellation right will be lost once the service has been fully performed, the cooling-off right can end when that service has been fully completed.

3. Starting a personalised service early

The post-payment questionnaires for personalised one-off plans include a separate request allowing you to ask Two Tone Running to begin work during the 14-day cooling-off period.

You do not have to request an early start. If you do not, work may be scheduled so that statutory cancellation rights are respected before performance begins.

4. £45 one-off training plan

If you cancel before work on the personalised plan has started, you will normally receive a full refund.
If you asked for work to begin during the cooling-off period and cancel after work has started, any refund may be reduced by a lawful, proportionate amount for work already supplied.
Where the service has been fully performed after the required early-performance request/acknowledgment, the statutory cooling-off right may have ended.
If the plan is not supplied with reasonable care and skill or does not match what was agreed, your statutory consumer remedies are unaffected.

5. £20 one-off Strength & Conditioning plan

The same principles apply to the standalone S&C plan: full refund before work starts; lawful proportionate deduction if you requested an early start and cancel after work has begun; and statutory remedies remain available if the service is not provided as required by law.

6. Monthly coaching

You can ask to cancel ongoing coaching before the next renewal/payment. Unless another arrangement is agreed, access and coaching continue until the end of the period already paid for.

For the initial online purchase, any statutory cooling-off rights still apply. If you ask for coaching to start during a cooling-off period, a lawful proportionate charge may apply for coaching already supplied if you then cancel.

7. 1-to-1 running sessions

A booking request itself is free and does not create a paid appointment. Payment is requested only after the location and time have been agreed.

In addition to any statutory cancellation rights:

48 hours or more before the session: you may request a full refund or move the booking to another available time.
Less than 48 hours: please contact us as soon as possible. We will normally try to offer one reasonable reschedule, taking into account the circumstances and whether the reserved time can be reused.
Non-attendance or cancellation after the session has started: the payment may be retained to reflect the reserved coaching time, except where consumer law or exceptional circumstances require a different outcome.

If Two Tone Running has to cancel the session, you can choose a reasonable alternative date or a refund of the session fee.

8. Weather, unsafe conditions and venue issues

Outdoor coaching may be postponed where weather, terrain, travel disruption or another safety issue makes the planned session unreasonable. Where a session cannot be rearranged within a reasonable time, a refund will be offered for that undelivered session.

9. How refunds are paid

Approved refunds are normally sent back to the original payment method. Two Tone Running will initiate the refund promptly, but the time it takes to appear in your account can depend on Stripe, your bank and the payment method.

10. How to cancel

Email dave@twotonerunning.co.uk and include your name, email used for the purchase, the service purchased and a clear statement that you want to cancel.

You can use the model wording below, but you do not have to use this exact format.

MODEL CANCELLATION NOTICE To: Two Tone Running / Dave Burnell Email: dave@twotonerunning.co.uk I give notice that I cancel my contract for the following service: [service name] Ordered / contract made on: [date] Customer name: [name] Customer email: [email] Date: [date]

11. Problems with the service

Cancellation rights are separate from your rights when a service is not provided with reasonable care and skill or does not match what was agreed. Please contact us promptly so the issue can be reviewed and an appropriate remedy offered.