Last updated: September 2025

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This Payment & Cancellation Policy (“Policy”) applies to all services offered by ExploreBuddy (“we,” “us,” “our”) at www.explorebuddy.co.uk, including individual support sessions, parental coaching, development programmes, Neuro Series group courses, neurodiversity accessibility audits, employee support services and related digital resources. By booking any service, you (“Client,” “you,” “your”) agree to the terms below.

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Definitions

Working Day Monday to Friday, excluding Scottish public holidays.

Calendar Day Every day in the calendar, including weekends and public holidays.

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1. Booking and Payment

Your place is only secured once we issue an invoice and receive full payment or an agreed deposit. Invoices specify due dates, payment methods and amounts. Accepted methods: bank transfer or debit/credit card.

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2. Invoicing and Payment Terms

– Fees or initial deposits are due within 7 Calendar Days of the invoice date, unless otherwise agreed in writing. – For Block Bookings, subsequent instalments must be paid no later than 7 Working Days before each new block commences. – All fees are quoted in GBP; any bank charges or currency‐conversion fees are your responsibility. – Late payments by commercial clients accrue interest at 4% above the Bank of England base rate, compounded monthly, under the Late Payment of Commercial Debts (Interest) Act 1998. – No late‐payment interest will be applied to consumers who are individual clients.

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3. Cancellation by Client

Cooling‐Off Period You may cancel within 24 hours of invoice issuance for a full refund, provided no part of the service has commenced.

Outside Cooling‐Off Period – Training & Group Courses: cancellation at least 14 Calendar Days before the start date. – Individual Sessions & Consultations: cancellation at least 48 hours before the scheduled session. – Block Bookings & Programmes: cancellation at least 7 Calendar Days before the next block.

In these cases, you will receive a refund equal to the fee paid minus a cancellation charge of up to 50% of the cancelled portion or an amount reasonably reflecting the Services already delivered, whichever is lower.

Late Cancellation Cancellations less than 48 hours (Sessions) or 14 days (Training) in advance forfeit the full fee for the cancelled portion.

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4. Rescheduling and Transfers

– Requests to transfer or reschedule must be made in writing at least 7 Calendar Days before the original date. – One one‐time transfer may be granted without penalty, subject to availability. – Further changes incur a £25 administration fee per booking.

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5. No‐Show and Late Arrivals

– Failure to attend a Session without prior notice (“no‐show”) forfeits the full session fee. – Arrivals more than 15 minutes late are treated as a no‐show; the session ends at the scheduled time with no refund.

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6. Cancellation by ExploreBuddy

If we must cancel or reschedule, we will notify you promptly. You may choose either: – An alternative date or time; or – A full refund of any prepaid fees.

We accept no liability for any indirect losses resulting from our cancellation or rescheduling.

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7. Statutory Rights & Cooling‐Off

These terms sit alongside your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 (as applicable in Scotland).

– You have a statutory right to cancel distance or off-premises contracts within 14 Calendar Days of Booking. – If you request Services to begin within that period and waive cancellation rights for the portion performed, your right to cancel is limited accordingly.

Nothing in this Policy limits your statutory rights as a consumer.

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8. Refunds

Approved refunds are processed within 14 Working Days to the original payment method. Refunds exclude any non-refundable deposit and any transaction fees incurred.

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9. Force Majeure

We shall not be liable for delay or failure to perform due to events beyond our reasonable control (acts of God, strikes, pandemics, technical failures, government restrictions, etc.). In such events, we may suspend, postpone or reschedule services without refund liability, though we will offer alternative dates where possible.

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10. Governing Law and Jurisdiction

This Policy is governed by the laws of Scotland. Any disputes arising from it shall be subject to the exclusive jurisdiction of the Scottish courts.

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11. Record Keeping & Audit Trail

We maintain records of all bookings, invoices, communications, cancellations, rescheduling requests and refunds for at least seven years to demonstrate compliance with this Policy and applicable laws.

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12. How to Cancel or Reschedule

To cancel or request a transfer, notify us in writing at: Email: contact@explorebuddy.co.uk

Include your name, booking reference and requested change. We will acknowledge your request within 2 Working Days.

Thank you for choosing ExploreBuddy. We are committed to clear, fair and legally compliant payment and cancellation procedures.

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