Refunds & Cancellations Policy

This page explains how refunds, cancellations, and changes work across our online and in-person coaching services. Full terms for your specific plan will be provided at sign-up, but the principles below apply to all clients.

1. Cooling-Off Period (All Services)

Under UK consumer law, you are entitled to a 14-day statutory cooling-off period from the date of purchase.

  • If you cancel before coaching has started, you will receive a full refund.

  • If you cancel after coaching has begun, we may deduct a reasonable amount to reflect the services already provided (such as programme setup, app access, assessments, or coaching time, for online personal training plans the coaching commences once you have completed the sign up form on our website.).

By accessing the coaching app, completing onboarding, or receiving your programme, you acknowledge that the service has started.

Online Personal Training

After the Cooling-Off Period

  • Online programmes are non-refundable once the 14-day cooling-off period has passed.

  • This is because your programme, app access, coaching support, and resources are delivered upfront and continue throughout the agreed term.

If You Cannot Continue

If you experience a serious medical issue that prevents you from continuing (for example, injury or illness supported by medical advice), please contact us as soon as possible.

In these cases, we may offer one of the following at our discretion:

  • A pause to your programme

  • Credit towards future coaching

  • A partial refund for the unused portion of the service

Documentation may be requested. Decisions are made case by case.

In-Person Personal Training

Session-Based Services

  • In-person training sessions are planned, scheduled, and reserved in advance.

  • Missed sessions without sufficient notice may be forfeited, in line with your specific agreement.

  • Sessions are non-refundable once delivered.

Programme-Based Packages

  • Where in-person training is purchased as part of a fixed-term package (for example, a 12-week plan), payments are non-refundable after the cooling-off period.

  • This reflects programme design, session planning, and ongoing coaching support.

Injury or Medical Issues

If a genuine medical issue prevents you from attending in-person sessions:

  • We may offer a temporary pause

  • We may convert remaining sessions to online coaching where appropriate

  • Or we may offer a partial credit, depending on circumstances

Medical evidence may be required.

General Notes (All Clients)

  • Refunds, credits, or pauses are not transferable and cannot be exchanged for cash.

  • Titanium High Performance does not offer refunds based on results not meeting expectations, as outcomes depend on consistency, effort, and factors outside our control.

  • We strongly encourage you to contact us before signing up if you are unsure which service is right for you.

Questions or Requests

If you have questions about this policy or need to discuss a change to your coaching, please contact: derek@titaniumhighperformance.com

We aim to be fair, transparent, and supportive while protecting the time, planning, and coaching resources committed to each client.