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.
If you decide to end a prepaid coaching programme early, contact me. Any refund for future unused services will be considered in line with applicable consumer law, the services already provided, and any genuine losses or non-recoverable costs arising from the cancellation.
This policy is not intended to remove or restrict any statutory consumer rights you may have.
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.
Last updated: 23 September 2026.