Coaching Guarantee and Cancellation Policy

Last updated: 12 October 2026

This policy explains our Participation Guarantee, and how cancellations 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 refunds for change of mind, missed sessions, early discontinuation, or failure to complete the programme, except as set out in Section 3 below (Exceptional circumstances). Section 2 (our Participation Guarantee) is not a refund and does not entitle you to one.

2. The Fluency Code Participation Guarantee

This guarantee is available exclusively to clients enrolled on The 84-Day System, our 12-week flagship coaching programme. It is not available on our other coaching packages.

Our guarantee is based on participation, not chance. If you complete your weekly private coaching sessions, your assigned speaking reps, your baseline assessment and your final assessment across your first 12 weeks, and you have not reached your agreed speaking outcome, you will receive up to four additional weeks of coaching at no extra cost.

This guarantee is not a money-back guarantee: it does not provide, and cannot be exchanged for, a refund of your programme fee at any point, including after the additional four weeks. To request this guarantee, email support@fluencycode.com within 14 days of completing your 12th week, with your name and enrolment details. We will review your attendance, completed speaking reps, and both assessments against the coaching plan agreed with your coach, and confirm the outcome within a reasonable timeframe.

This guarantee applies to your first 12 weeks of coaching on The 84-Day System only, is available once per client, and depends on genuine participation: attending your scheduled sessions, completing your assigned speaking reps, and completing both your baseline and final assessments. It does not apply if sessions were missed, speaking reps were not completed, an assessment was skipped, the request window has passed, or you are enrolled on a package other than The 84-Day System. The exact terms of your guarantee are also set out in your client agreement, which takes precedence if there is any conflict with this page.

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.