Last updated: 12 August 2026
At Enlightened Minds, we want you to feel confident when booking an assessment, course or support service with us. If you have a concern about your purchase, please contact us first so we have the opportunity to resolve the matter quickly and fairly.
This policy applies to services purchased directly from Enlightened Minds through our website, by telephone or through another remote booking method. It does not affect your statutory consumer rights.
Your Right to Cancel
When you purchase a service online or at a distance, you will usually have the right to cancel within 14 days of the date your booking or purchase was confirmed, without giving a reason.
To exercise this right, you must contact us before the 14-day cancellation period expires. Your request should include:
- Your full name
- Your email address
- Your order or booking number
- The service, assessment or course purchased
- A clear statement that you wish to cancel
Cancellation requests should be sent to Clinic@EnlightenedMinds.co.uk.
Services Starting Within 14 Days
You may ask us to begin providing a service during the 14-day cancellation period. This may include arranging appointments, reviewing submitted information, providing questionnaires, undertaking clinical or administrative preparation, delivering a coaching session or beginning an assessment.
If you request that a service begins during this period and later cancel, we may deduct a reasonable amount from your refund to cover the work already completed.
Once a service has been provided in full, your statutory right to cancel may end, provided you expressly requested that the service begin during the cancellation period and acknowledged that your right to cancel would be lost once the service was completed.
Online Courses and Digital Content
Where a purchase provides immediate access to digital course materials, videos, downloads or other online content, you may be asked to consent to receiving access immediately and to acknowledge that your 14-day cancellation right will be lost once access begins.
If digital access has not started, you may cancel within 14 days of purchase. Once course materials have been accessed, streamed or downloaded with your prior consent, a refund may not be available unless the content is faulty, inaccessible or not as described.
For live online courses that have not yet started, cancellation requests received within the applicable 14-day cancellation period will be eligible for a full refund.
Assessments and Diagnostic Services
Assessment fees may cover several stages of work, including booking administration, questionnaires, review of personal or clinical information, consultations, interviews, scoring, report preparation and feedback.
If you cancel before the assessment process begins, any refund due will be handled in accordance with your statutory cancellation rights.
If the assessment process has already started at your request, we may deduct the reasonable value of any work completed up to the date of cancellation. Once an assessment has been completed or a report has been prepared, a refund will not normally be available unless the service was not delivered with reasonable care and skill.
Coaching, Support and Management Sessions
Appointments may be cancelled or rearranged by giving us at least 48 hours’ notice.
Where less than 48 hours’ notice is provided, or a client does not attend an appointment, the session fee will normally be non-refundable because the appointment time has been reserved and may not be offered to another client.
We understand that genuine emergencies can happen. Exceptional circumstances will be considered fairly on an individual basis.
Cancellations After the 14-Day Period
If you request a cancellation after your statutory cancellation period has ended, any refund or credit will be considered at the discretion of Enlightened Minds.
When considering a request, we may take into account:
- Whether the service or course has started
- How much work has already been completed
- Whether digital materials have been accessed
- Any appointments already attended or missed
- Any reasonable costs already incurred
- Whether an alternative date, service or account credit can be offered
Nothing in this section limits any legal rights you may have where a service is faulty, not as described or has not been provided with reasonable care and skill.
If Enlightened Minds Cancels a Service
If we cancel an appointment, course or service and cannot offer a suitable alternative, you will receive a full refund for the part of the service that has not been provided.
Where possible, we will first offer an alternative date or the option to transfer your payment to another suitable service. You are not required to accept an alternative arrangement.
We are not responsible for additional expenses or losses that fall outside the cost of the service purchased, except where liability cannot legally be excluded.
Refund Processing
Approved refunds will be returned using the original payment method wherever possible. Refunds will normally be processed within 14 days of the cancellation being accepted.
Although we will issue the refund promptly, your bank, card provider or payment service may take additional time to display the funds in your account.
Where a purchase was made using an instalment or third-party payment service, the refund will also be subject to that provider’s processing arrangements. Any remaining payment schedule will be adjusted by the payment provider where applicable.
Problems With a Service or Course
If you believe a service or course is faulty, inaccessible, materially different from its description or has not been delivered with reasonable care and skill, please contact us as soon as possible.
We will review the concern and may offer an appropriate remedy, such as:
- Resolving the technical or access issue
- Repeating part of the service
- Moving the booking to another suitable date
- Providing an appropriate price reduction
- Issuing a partial or full refund where applicable
Contact Us Before Filing a Dispute
We encourage customers to contact Enlightened Minds before filing a payment dispute or chargeback. Many concerns can be resolved more quickly through direct communication.
Enlightened Minds
Email: Clinic@EnlightenedMinds.co.uk
Address: 22 Wellington Square, Ayr, KA7 1EZ, UK
Please include your name, order number and a brief explanation of the issue. We aim to acknowledge refund and cancellation enquiries promptly and work with you towards a fair resolution.
Statutory Rights
This policy does not exclude, restrict or replace any rights available to you under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.