Cancellation and Complaints Policy

This Cancellation and Complaints Policy applies to enquiries about changing or cancelling an agreed Umberton Kinetic service and to concerns about the service provided. It should be read together with the written scope and schedule for the selected program.

The website enquiry summary is not a booking or purchase, so completing it does not create a cancellation charge. A service engagement begins only after the relevant arrangements have been agreed.

This policy provides a general procedure. Any mandatory statutory cancellation right, refund requirement or other consumer remedy takes precedence over a less favourable contractual term.

Contact the company promptly using coaching@umbertonkinetic.com or the postal address below. Identify your name, selected service, agreed session or start date, and whether you want to reschedule, end a program, request a refund or raise a complaint.

For a statutory notice that requires a particular form or delivery method, follow the applicable requirement and the information supplied with your signed contract. Where mailing is legally effective, the relevant mailing rule remains available.

Keep a copy of your notice and any supporting record. The on-screen website enquiry reference is not evidence that a cancellation or complaint has been delivered to the company.

Where possible, request a change at least 24 hours before the agreed session time. This allows the company to review availability and discuss an alternative time. A requested replacement time becomes effective only when it is confirmed.

If less notice is possible because of an unexpected circumstance, explain the situation as soon as reasonably practicable. The company should consider the circumstances and any relevant statutory obligation.

A rescheduling fee or limit applies only if it was clearly stated and agreed before booking and is lawful. This policy does not introduce an automatic fee that was not part of the agreed service.

If you expect to arrive late or cannot participate, contact the company promptly. A session's remaining duration and any replacement arrangement should be discussed against the agreed schedule.

A missed-session charge, deduction from a package or forfeiture of a prepaid amount requires a clear, fair and lawful term disclosed before purchase. The same applies to a failure to join an online session.

Where a disruption is caused by the company or by a communication system under its control, an appropriate replacement or refund for the undelivered part should be offered. A client's connection problem should be considered in context rather than assumed to resolve every dispute against the client.

Before any agreed coaching or preparation has begun, request cancellation as soon as you decide not to proceed. Any paid amount for a wholly undelivered service should be reviewed for refund, subject to applicable statutory rights and clearly agreed lawful terms.

If personalised preparation has already been expressly authorised and carried out, the company should explain what work was completed and any proposed charge. A deduction must have a valid contractual and legal basis.

A statutory cooling-off right must not be reduced merely because a service was labelled personalised or because a general policy says that a payment is non-refundable.

For a package that has begun, the company should identify the services actually delivered, those still unused and any relevant agreed allocation of the package price. The calculation should be explained clearly rather than assume that the whole package has been consumed.

Refunds or adjustments for the unused part depend on the written agreement and applicable law. No unexplained cancellation penalty should be added after the purchase.

If you believe the agreed support was not provided or the service materially differed from its description, describe the issue in the request. A complaint about delivery should be reviewed separately from a routine change of mind.

Monthly coaching is agreed for a stated period. Tell the company before a new period is agreed if you do not wish to continue. This website does not automatically enrol or charge a visitor for a future coaching month.

If you ask to end the current period, the delivered and undelivered support should be reviewed against the agreed scope and any mandatory right. A future continuation should not be treated as accepted simply because you did not submit a new enquiry.

Where an applicable exercise-club statute restricts automatic renewal, those restrictions must be reflected in the service contract.

Where a service contract falls within Iowa Code chapter 552, the statutory right to cancel within three business days after receiving a copy of the signed contract applies. The signed contract must provide the required notice and cancellation information. Written notice sent in accordance with the applicable statutory requirements is effective under those requirements.

For a qualifying statutory cancellation, the company must provide the confirmation and refund required by law within the applicable deadline. Any deduction must be permitted by law and the contract. A voluntary policy that is more favourable may be applied.

Whether that chapter applies depends on the nature of the service and contract, including statutory exclusions. This website policy does not replace the required signed-contract notice, narrow the law's definition of a covered service or waive a protected right.

If illness, disability or a serious unexpected circumstance affects your ability to continue, notify the company and explain the practical impact on the engagement. Pause, rescheduling, cancellation or an appropriate refund should be considered against the contract and applicable law.

Provide only information reasonably necessary to assess the request. A detailed medical record should not be placed in the website form or demanded when a simpler explanation is sufficient.

A contract governed by a statute requiring express information about death or disability cancellation must state that information plainly. This policy does not remove any protection that applies in that situation.

If the company must cancel a session, it should notify the client promptly and discuss a replacement. If an agreed service cannot be delivered, any paid amount attributable to the undelivered service should be refunded unless the client voluntarily accepts an appropriate alternative.

When a refund is agreed, the amount, basis and expected processing arrangements should be confirmed in writing. The original payment method should be used where reasonably possible and appropriate. Processing by a payment provider may affect when the funds appear.

A statutory refund deadline always applies where required. No administrative charge should be deducted unless it has a lawful and clearly agreed basis.

A complaint should explain the service involved, the date or period concerned, what happened and the resolution you are seeking. Relevant correspondence or a payment record can help establish the facts. Avoid including unnecessary sensitive health or identity information.

The company should acknowledge the concern, review the relevant agreement and records, and provide a reasoned response. Where a proposed resolution is offered, explain the basis and any practical steps needed to carry it out.

If further information is necessary, the request should be proportionate. A concern should not be dismissed simply because it is raised after a local website form has been completed.

If you disagree with the response, explain which point remains unresolved and request a further review. The company should consider new relevant information and clarify its position.

You remain free to seek advice, contact a competent consumer authority, use a lawful payment dispute process or pursue a remedy available through a court. This policy does not require a client to abandon a statutory right or withdraw a legitimate complaint as a condition of receiving a refund.

For correspondence, use the contact details below. The effective date and last updated date identify this version of the policy.