Refund and Cancellation Policy

Last updated: 31 August 2026

This policy explains how cancellations and refund requests are handled for The Fluency Code coaching programme.

1. General policy

All programme fees are final once payment has been made and your enrolment is confirmed. We do not offer automatic refunds for change of mind, missed sessions, early discontinuation, or failure to complete the programme, except as set out in Section 2 below (12-Week Improvement Guarantee, including its additional coaching period) or Section 3 (Exceptional circumstances).

2. 12-Week Improvement Guarantee

If you complete your first 12 weeks of coaching in full — attending your scheduled sessions and completing the practice set by your coach — and you do not see real improvement in your English speaking fluency and confidence, you will receive 4 additional weeks of coaching at no extra cost, along with continued access to the Speaking Gym, so we can keep working with you before any refund is considered.

To request this, email support@fluencycode.com within 14 days of completing your 12th week, with your name and enrolment details. We will review your attendance and completed practice against the coaching plan agreed with your coach, and confirm the outcome within a reasonable timeframe.

If, after completing this additional 4-week coaching period in full, you still do not see real improvement, you can request a refund of your programme fee. To request a refund, email support@fluencycode.com within 14 days of completing the additional coaching period, with your name and enrolment details.

This guarantee applies to your first 12 weeks of coaching (and, where applicable, the additional 4-week coaching period) only, and is available once per client. It does not apply if sessions were missed, practice was not completed, or the applicable request window has passed.

3. Exceptional circumstances

We understand that exceptional situations do arise. Refund requests made under exceptional circumstances (for example, a serious personal emergency) will be considered individually, on a case-by-case basis, entirely at the discretion of Fluency Code Ltd. Approval of a refund in one case does not create an entitlement to a refund in any other case.

To request a review, email support@fluencycode.com with your name, enrolment details, and the reason for your request. We will respond within a reasonable timeframe.

4. Rescheduling individual sessions

Individual coaching sessions can typically be rescheduled with reasonable advance notice to your coach. Repeated late cancellations or no-shows may be treated as completed sessions at our discretion.

5. Before your programme begins

If you wish to cancel before your first coaching session has taken place, please contact us as soon as possible at support@fluencycode.com. As above, refunds prior to the programme starting are considered on a case-by-case basis rather than issued automatically.

6. Contact us

For any questions about cancellations or refunds, contact us at support@fluencycode.com.