Our approach to refunds and cancellations

Scope of this policy

This Refund Policy applies to any materials or services that Cleansebones may make available for purchase through this website. It sits alongside our Terms of Use and Privacy Policy, and it is written to be consistent with consumer protection law in the United Kingdom, including the Consumer Contracts Regulations and the Consumer Rights Act.

Where a specific purchase has its own particular terms presented at the point of sale, those terms will be read together with this policy.

Free content

The great majority of the material on this website, including the walking programs and step notes, is published as free general informational content. Because no payment is taken to read this content, refunds do not arise in relation to it. This policy is relevant only where a payment has actually been made.

Paid materials

If we offer any paid materials in the future, such as a downloadable guide or a structured set of reading, the price, format, and any specific conditions will be made clear before you complete a purchase. By completing a purchase you confirm that you have read the relevant details. This policy explains how a refund would be handled in those circumstances.

Cancellation rights

Where you are a consumer buying from us at a distance, you generally have a statutory cooling-off period of fourteen days from the date of purchase to cancel and request a refund, subject to the conditions set out below for digital content. To cancel within this period, simply contact us using the details at the end of this policy and tell us clearly that you wish to cancel.

Digital content delivered immediately

For digital content that is supplied immediately, the cooling-off period can end once delivery begins, but only where you have given your express consent to immediate supply and acknowledged that your right to cancel will be lost once download or access starts. Where you have not given that consent, your fourteen-day cancellation right continues to apply in the usual way. We will always make this choice clear before any paid digital content is supplied.

Requesting a refund

To request a refund, please contact the editorial team and include the following information so we can locate your purchase quickly:

• the name used at the time of purchase;
• the date of purchase and a reference or receipt number if you have one;
• the material or service concerned;
• a brief note explaining the reason for your request.

We aim to acknowledge refund requests promptly and to keep you informed as we review them.

How refunds are processed

Where a refund is due, we will process it using the same payment method you used for the original purchase, unless we agree otherwise with you. Refunds are normally completed within fourteen days of us accepting that a refund is due, although the time for the funds to appear may depend on your payment provider. We do not charge a fee for processing an eligible refund.

Exceptions

Some situations may fall outside a refund, to the extent permitted by law. These can include digital content where you gave consent to immediate supply and acknowledged the loss of the cancellation right, or requests made well after the applicable cancellation period where the law does not require a refund. Even so, we will always consider the circumstances of each request fairly and in line with your statutory rights.

Your statutory rights

Nothing in this policy reduces or replaces your legal rights as a consumer. If any paid material is found to be faulty, not as described, or not fit for a purpose you made known to us, you may be entitled to a remedy under the Consumer Rights Act regardless of the cooling-off period. This policy is intended to sit alongside, and not to limit, those statutory protections.

Changes to this policy

We may update this Refund Policy from time to time, for example to reflect new materials or changes in the law. When we do, we will revise the review date shown near the top of this page. The version in force at the time of your purchase will apply to that purchase.

Contact

To ask a question about this policy or to make a refund request, please contact the Cleansebones editorial team by post at Bullring, Birmingham B5 4BP, by phone on +44 121 600 3434, or by email at team@cleansebones.world.