A straightforward 12-hour cancellation rule for individual sessions and programme bookings, with statutory consumer rights preserved.
Cancel or reschedule without losing the session.
The session will normally be treated as used.
You can reschedule and will not lose the session.
If you cancel or reschedule a single session at least 12 hours before the scheduled start time, you may move the booking to another available time without losing the session.
If you cancel with less than 12 hours’ notice, or do not attend, the session will normally be treated as delivered and the booking fee will not normally be refunded. This reflects the time reserved exclusively for you and the reduced opportunity to offer that slot to another client.
The same 12-hour rule applies to sessions included in the Professional English Accelerator, Performance Intensive, or any other multi-session coaching package.
With at least 12 hours’ notice, the session remains available to use later. With less than 12 hours’ notice, or in the event of a no-show, that session will normally count as one of the sessions included in your programme.
I understand that genuine emergencies and exceptional circumstances happen. If something serious or unexpected prevents you from attending, contact me as soon as you reasonably can at hello@phillipsenglish.com. Any exception to the normal 12-hour rule will be considered reasonably and on a case-by-case basis.
If I need to cancel or move a session, you will not lose that session. We will arrange another suitable time. If I am unable to provide a paid service altogether, any applicable refund will be handled in line with your legal rights and the terms of your purchase.
Monthly coaching memberships include the stated number of 50-minute lessons per billing period and renew automatically until cancelled. To stop a future renewal, use your Stripe customer cancellation option if available or contact hello@phillipsenglish.com before your next billing date.
If you have paid for lessons that have not taken place, contact me so we can review rescheduling or an appropriate refund in light of the circumstances, the services already supplied and your statutory rights. No blanket no-refund rule applies. Scheduling availability and any requests concerning missed or unused lessons are considered individually. Please discuss planned absences and availability in advance.
Where UK consumer cancellation rights apply to a service purchased online, you may have a statutory cancellation period. If you ask for coaching to begin during that period, you may be required to pay a proportionate amount for services already supplied if you later cancel. Your statutory rights are not affected by the 12-hour session policy above.
Use the cancellation or rescheduling option provided in your booking confirmation where available, or email hello@phillipsenglish.com.
Business correspondence address:
Phillips English
17 Dacombe Close
Upton
Poole
Dorset
United Kingdom
Last updated: 20 October 2026.