1. What this covers

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

Part A: mentoring sessions

2. If you cancel a session

• More than 24 hours’ notice: cancel or reschedule free of charge.
• Less than 24 hours’ notice: the full session fee of £125 is charged and is not refundable.
• Not attending, without notice: the full session fee is charged and is not refundable.

Life with ADHD being what it is, if something genuinely went wrong, tell me. I would rather hear it than enforce a rule.

3. 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.

Part B: books

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. Contact

Anything at all about a refund, email caitlin.hollywoodlai@gmail.com. I aim to answer within five working days and usually much sooner.

10. 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.