BOOKING, CANCELLATION & REFUND POLICY
1. Booking Confirmation
Bookings are confirmed once payment has been completed through the Transcend Studio booking system or an authorised payment method.
Available payment methods are displayed at the time of booking.
Once a booking has been confirmed, the relevant session, package or studio credit is allocated to the customer account.
2. Booking in Advance
Sessions must normally be booked at least 24 hours before the scheduled start time, subject to availability.
Sessions may be booked up to the advance-booking period shown in the Transcend Studio booking system.
Availability is not guaranteed until a booking has been successfully confirmed.
3. Cancelling or Rescheduling a Session
A booked session may normally be cancelled or rescheduled more than 24 hours before the scheduled start time through the available booking system.
Where the cancellation or rescheduling is made within the applicable notice period, the relevant session credit will be returned to the customer's account, subject to the original credit's validity period.
The returned credit does not create a new six-month validity period.
4. Late Cancellation
Cancellations or rescheduling requests made within 24 hours of the scheduled start time normally result in the session credit being deducted.
This reflects the fact that the session time has been reserved and may no longer be reasonably offered to another learner or client.
Exceptions may be considered at the discretion of Transcend Studio where there are exceptional circumstances and the circumstances have been discussed with Transcend Studio.
5. No-Shows
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f a learner or client does not attend a booked session and has not made an approved cancellation or rescheduling arrangement, the applicable session or credit will normally be deducted.
A no-show does not create an entitlement to a replacement session.
6. Late Arrival
Learners and clients should arrive on time and no more than five minutes before their scheduled session.
If a learner or client arrives late, the session will normally still finish at the scheduled time.
Any time lost because of late arrival cannot normally be added to the end of the session or transferred to another booking.
If Transcend Studio is responsible for a significant delay to the start of a session, an appropriate adjustment or alternative arrangement will be considered.
7. Six-Month Credit Validity
Mentoring bookings and studio credits are normally valid for six months from the date of purchase.
A credit returned following an eligible cancellation or rescheduling request remains subject to the original expiry date.
Unused credits automatically expire when the six-month validity period ends.
An extension may be considered where the circumstances have been discussed with Transcend Studio before expiry, and an extension has been expressly authorised.
An extension should not be assumed unless it has been confirmed by Transcend Studio.
8. Credit Transfers
Unused mentoring bookings or studio credits may be transferred to another person only with prior approval from Transcend Studio.
A transfer may be considered where the receiving person is an eligible friend or family member and the service or package is suitable for them.
Transcend Studio may decline a transfer where the service, package, age, experience level or other circumstances make the transfer unsuitable.
Once a transfer has been approved and completed, the original holder no longer has entitlement to those credits.
Credits may not be sold or transferred without prior authorisation.
9. 14-Day Cancellation Right
Where a booking or package is purchased online or otherwise at a distance, applicable consumer cancellation rights will apply.
Where the statutory 14-day cancellation right applies, the cancellation period normally begins when the contract is entered into.
If you wish to cancel during this period, please contact Transcend Studio using the contact details provided below.
Services beginning during the 14 days
If you want a session or other service to begin before the end of the 14-day cancellation period, Transcend Studio may ask you to expressly request that the service begins during that period.
Where applicable, you will also be informed that if you subsequently cancel during the cancellation period, you may be required to pay a proportionate amount for the service supplied up to the point of cancellation.
This reflects the applicable consumer cancellation rules for services that begin during the cancellation period.
If a service has been fully performed during the cancellation period following the required express request and acknowledgement, the statutory cancellation right may no longer apply to that completed service.
Nothing in this policy is intended to restrict statutory consumer rights.
10. Refunds
Where a customer exercises an applicable statutory cancellation right before any service has been supplied, the customer will normally be entitled to the refund required by law.
Where a service has already begun during the cancellation period following the customer's express request, any refund may be reduced by the proportionate value of the service already supplied, where permitted by law.
Outside statutory cancellation rights, refunds are handled according to the terms applicable to the relevant service or package.
Once a session has been supplied, the value of that completed session will not normally be refundable.
Nothing in this policy removes or restricts any consumer rights that cannot legally be excluded.
Gift card purchases are subject to the separate Gift Card Policy and do not follow the cancellation and refund provisions applicable to lesson packages and mentoring services.
11. Package Changes
Packages cannot normally be merged, split or changed after purchase unless Transcend Studio has agreed otherwise.
Where a customer wishes to change their package, they should contact Transcend Studio before making another purchase.
Any approved adjustment will be confirmed before it takes effect.
12. Two-Learner Sessions
Where a package or booking is specifically for two learners sharing a session, the session is treated as one shared booking.
If one learner is unable to attend, the session will normally still take place for the attending learner and the booked session will be deducted.
The absent learner is not automatically entitled to a replacement or refund for their portion of the session.
Any alternative arrangement must be agreed in advance with Transcend Studio.
13. Exceptional Circumstances
Transcend Studio understands that exceptional circumstances can sometimes affect attendance.
Where circumstances are unusual or outside the learner's or client's reasonable control, Transcend Studio may consider an alternative arrangement, credit extension or other solution at its discretion.
Any exception should be agreed with Transcend Studio rather than assumed.
14. If Transcend Studio Cancels
If Transcend Studio needs to cancel or significantly change a booked session, the affected learner or client will be offered an appropriate alternative where reasonably possible.
Depending on the circumstances, this may include:
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rearranging the session;
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restoring the relevant credit;
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extending the relevant credit validity; or
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providing another appropriate resolution.
Where a refund is legally required, it will be provided in accordance with applicable law.
15. Online Sessions & Technical Problems
If an online session is affected by a significant technical problem, Transcend Studio will make reasonable efforts to restore the session.
Where a technical problem prevents a meaningful session from taking place, Transcend Studio may arrange an alternative session or other appropriate adjustment.
Minor technical interruptions that do not materially affect the session will not normally result in a replacement.
16. How to Contact Us About a Booking
For cancellation, rescheduling, refund or credit questions, please contact Transcend Studio through the available booking system or:
Email: bookings@transcendstudio.co.uk
Contact Number: +44 7356 272376
WhatsApp: +44 7356 272376
For urgent booking matters, WhatsApp may be the quickest communication route, but formal cancellation or refund requests may need to be confirmed by email or through the booking system.