1. What this covers

Two different things are sold here and they work differently, so this policy is in two parts: mentoring sessions, the forms session and the discovery call, and books, whether printed or as a digital download. Nothing in this policy takes away rights you have by law.

Part A: mentoring sessions, the forms session and the discovery call

2. Your right to cancel within 14 days

If you are booking for yourself rather than for a business, the law gives you 14 days to cancel, for any reason, counted from the day after you book, or from the day after you buy a bundle. If the last day falls on a weekend or a bank holiday, you have until the end of the next working day.

• Before your session: cancel at any point inside those 14 days and I refund you in full, however short the notice. The 24-hour rule in section 3 does not apply while you are still inside your 14 days.
• Sessions that happen inside the 14 days: most do, because sessions are usually booked a few days ahead. When you book, you tick a box asking me to go ahead with your session within the 14 days, and confirming that once it has taken place you can no longer cancel it for a refund.
• Partway through a session: if you cancel partway through a session inside your 14 days, you pay for the part you have had and I refund the rest.
• Bundles: cancel a bundle within its 14 days and I refund the sessions you have not had. Sessions you have already had are charged at the bundle rate: £63 each in the 3-session bundle and £59.50 each in the 5-session bundle. To cancel a bundle, email me. Moving or cancelling one session in it does not cancel the bundle.

To cancel, email me at caitlin.hollywoodlai@gmail.com, use the cancellation link in your booking confirmation, or use the form in section 12. All you need to do is make clear that you want to cancel. I refund you within 14 days of hearing from you, to the card you paid with.

3. After the 14 days, and not turning up

• At least 24 hours’ notice: cancel for a full refund, or move your booking free of charge.
• Less than 24 hours’ notice, once your 14 days have passed: the booking is charged in full, which is £70 for a session, £150 for the forms session and £10 for the discovery call. A session from a bundle counts as used.
• Not turning up, without telling me: I treat the session as having taken place, because I kept that time for you, so the fee is not refunded and a bundle session counts as used.
• Bundles: use your sessions within 6 months of buying the bundle. Once its 14 days have passed, unused sessions are not refunded.

Life with ADHD being what it is, if something genuinely went wrong, tell me. I would rather hear it than enforce a rule. None of this takes away your right to cancel in section 2.

4. If I cancel a session

If I have to cancel through illness or something unforeseen, you choose: another date and time that suits you, or a full refund.

5. The discovery call

• The 15-minute discovery call costs £10, paid when you book it.
• If you go on to book: book a mentoring session, a session bundle or the forms session within 30 days of the call and I refund the £10 in full, within 14 days of that booking. I do this myself, so if you think I have missed it, email me.
• If you cancel the call: the same rules as a session apply, in sections 2 and 3.
• If I cancel the call: you choose another time or a full refund.

Part B: books

6. Your right to change your mind

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days without giving any reason. For a printed book that period runs from the day you receive it. You then have a further 14 days to send it back.

Customers elsewhere, including the United States, have no equivalent statutory right, but I apply the same 14 days to everybody, because a book that turned out not to suit you is not something I want your money for.

To cancel, just email caitlin.hollywoodlai@gmail.com and say so. A sentence is enough. You can use the form at the bottom of this page if you would rather, but you do not have to.

7. Sending a printed book back

Send it to the address I give you when you cancel. You pay the return postage when you have simply changed your mind, and I pay it when the book is faulty, damaged or not what you ordered.

Please keep it in a condition you would be happy to receive. You are entitled to handle a book as you would in a shop, so opening it and looking through it is fine. Colouring it in is not, and I can reduce a refund to reflect a book that has been used rather than examined.

8. Digital downloads, and what you agree to at checkout

A PDF is different, because once it has been sent it cannot be given back. So at checkout you are told, and you agree, that delivery of the download starts immediately and that you lose your 14 day right to cancel once it does. That is your express consent and your acknowledgement, and it is what the law requires before a download can be excluded from the cancellation right.

Until you consent to that, the right stands. And if the file will not open, is corrupt, or is plainly not what was described, none of this applies: that is a faulty product and you get your money back.

When you buy a printed book the PDF comes with it free. Cancelling the printed book still gets you a full refund, and I will not deduct anything for the download.

9. Faulty, damaged or missing

Send me a photograph and I will replace it or refund you, whichever you prefer, and you will not be asked to return a damaged copy or pay postage. Delivery timescales, and what counts as an order that has not arrived, are on the delivery page.

10. How refunds are paid

Every refund goes back to the card or account you paid with. I cannot send it anywhere else, and I will never ask you for bank details in order to refund you. Anyone who does is not me.

For a cancelled book I refund within 14 days of the book coming back to me, or of your proof of posting, whichever comes first. In practice it is usually the same day I see it. Your bank may then take a few days of its own.

11. Contact

Anything at all about a refund, email caitlin.hollywoodlai@gmail.com. I aim to answer within five working days and usually much sooner. By post, write to Caitlin Hollywood, Foster Close, Derby, DE3 0BF.

12. Cancellation form

You do not have to use this. It is here because the regulations say a model form must be available, and because some people prefer a form to writing a letter.