Policies

1. Purpose of this Policy

Kalm Energy is committed to treating all clients and learners fairly. This Refund Policy sets out the circumstances in which refunds or cancellations may be requested and the process for doing so. This policy applies to all services, courses, and products offered by Kalm Energy.

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2. Holistic and Beauty Treatments

2.1. Cancellation by the Client: Appointments cancelled with 48 hours or more notice will receive a full refund or the option to rebook at no extra charge.

2.2. Late Cancellations: Appointments cancelled with less than 48 hours notice may be subject to a cancellation fee of  50% of the treatment cost. This fee covers the practitioners time and any preparation already undertaken.

2.3. No-Show Policy: If you do not attend your appointment without prior notice, the full treatment fee may be charged. Kalm Energy reserves the right to require payment of any outstanding balance before a future booking is confirmed.

2.4. Cancellation by Kalm Energy: If Kalm Energy needs to cancel or reschedule an appointment, you will be given as much notice as possible and offered a full refund or alternative appointment at no extra cost.

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3. Courses and Training Programmes

3.1. Cancellation by the Learner (more than 14 days): Cancellations made 14 or more days before the course start date will receive a full refund, less any non-refundable deposit as stated at the time of booking.

3.2. Cancellation by the Learner (7 to 13 days): Cancellations made within 7 to 13 days of the course start date may receive a 50% refund of the course fee, minus any deposit paid. Deposits are non-refundable unless Kalm Energy cancels the course.

3.3. Cancellation by the Learner (within 7 days): Cancellations made within 7 days of the course start date are non-refundable. You may, at Kalm Energy's discretion, transfer your place to a future course date where availability allows.

3.4. Non-Attendance: No refund will be issued for non-attendance without prior notice. Requests to transfer to a future date in these circumstances will be considered at Kalm Energy's discretion and may be subject to an administration fee.

3.5. Cancellation by Kalm Energy: If Kalm Energy cancels a course, all learners will receive a full refund of fees paid, including any deposit. Kalm Energy will not be liable for any other costs incurred as a result of a cancellation, such as travel or accommodation.

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4. Digital Products and Downloads

4.1. Digital Downloads: By purchasing a digital product, you agree that you lose the right to cancel once the download has been accessed or the digital content has been delivered. This is in accordance with the Consumer Contracts Regulations 2013 (UK). If you have not yet accessed the content, please contact us within 14 days of purchase to discuss your options.

4.2. Online Courses and Portals: Access to online courses or membership portals is non-refundable once login credentials have been issued and the content accessed. Please read the full course description before purchasing. If you have not accessed the course, contact us within 14 days of purchase.

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5. Physical Products

5.1. Faulty or Incorrect Items: If you receive a physical product that is faulty, damaged, or not as described, please contact Kalm Energy within 14 days of receipt. We will arrange a replacement or issue a full refund including return postage costs.

5.2. Change of Mind Returns: If you change your mind about a physical product, you may return it within 14 days of receipt, provided it is unused and in its original packaging. Return postage costs are the responsibility of the customer unless the item is faulty.

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6. How to Request a Refund

6.1. Process: All refund requests must be made in writing by emailing keholisticsandhealing@outlook.com with your name, booking or order reference, and the reason for your request. Kalm Energy will acknowledge your request within 2 working days and aim to resolve it within 10 working days.

6.2. Refund Timescales: Approved refunds will be processed to the original payment method within 5 to 10 working days. Timescales may vary depending on your bank or payment provider.

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7. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you are unsure of your rights, you can seek advice from Citizens Advice or the Citizens Advice consumer helpline.

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8. Exceptional Circumstances

Kalm Energy will always consider requests made under exceptional circumstances, such as serious illness or bereavement, on a case by case basis. We will use our discretion fairly and compassionately. Supporting documentation may be requested.

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9. Contact Details

If you have any questions about this policy or wish to make a refund request, please contact:

 

Kathleen at Kalm Energy

Keholisticsandhealing@outlook.com

07949 594 814

Wellness

66 Argyle Street,
Birkenhead, Wirral, CH41 6AF

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