Refund and Subscription Policy

Quick Reference

Product type	Refund window	Conditions
Monthly subscription	7 days from charge	Must not have consumed substantial content
Annual subscription	14 days from charge	Must not have consumed substantial content
One-off course or resource	14 days from purchase	Less than 30% of content accessed
Coaching session (booked)	48 hours before session	Full refund if cancelled in time; 50% within 24 hours
Coaching session (attended)	Not eligible	See exceptional circumstances below
Manual pre-order	14 days from order	If not yet dispatched; post-dispatch: standard returns
Donations	Not eligible	Unless made in error - contact us

Subscriptions

Monthly subscriptions

Monthly subscriptions renew automatically on the same date each month. You may cancel at any time through your account settings. Cancellation takes effect at the end of the current billing period - you will retain access until then and will not be charged again.

If you request a refund within 7 days of a charge and have not consumed substantial Platform content during that period, we will issue a full refund at our discretion.

Annual subscriptions

Annual subscriptions are billed once per year. You may cancel at any time; cancellation takes effect at the end of the annual period.

We offer a 14-day refund window from the date of annual charge. If you request a refund within this window and have not consumed substantial content, we will issue a full refund. After 14 days, annual subscriptions are not eligible for a pro-rata refund unless there are exceptional circumstances (see below).

Subscription renewal reminders

We will send a renewal reminder at least 7 days before your subscription renews. If you do not wish to renew, you must cancel before the renewal date. Failure to cancel before renewal does not automatically entitle you to a refund.

Downgrading

You may downgrade your subscription tier at any time. Downgrading takes effect at the start of your next billing period. We do not issue partial refunds for the remaining period of a higher-tier subscription.

One-Off Courses and Digital Resources

Purchases of standalone courses, downloadable resources, and one-time digital content are eligible for a refund within 14 days of purchase, provided that less than 30% of the course content has been accessed or the resource has not been downloaded.

Once a downloadable resource has been downloaded or a course is more than 30% complete, refunds are not available unless there is a technical fault or exceptional circumstance.

Coaching and Mentoring Sessions

Cancellation by you

If you cancel a booked coaching session more than 48 hours before the scheduled start time, you will receive a full refund or session credit (your choice).

If you cancel within 24-48 hours of the scheduled start time, you will receive a 50% refund or a session credit to the value of 50% of the session fee.

Cancellations within 24 hours of the session start time are not eligible for a refund. A session credit may be issued at our discretion in exceptional circumstances.

No-shows

If you do not attend a booked session without prior cancellation, the session fee is forfeited. A session credit may be issued at our discretion for a first no-show where exceptional circumstances apply.

Cancellation by us

If we cancel a booked coaching session, you will receive either a full refund or a rescheduled session at a time of your choosing, at your preference.

Coaching outcomes

We do not offer refunds based on dissatisfaction with coaching outcomes. Coaching is a developmental process and outcomes depend on participant engagement, effort, and individual circumstances. If you are dissatisfied with a session, please contact us at support@totalveteran.com and we will work to address your concerns.

Physical Products

For physical products such as the Total Veteran Manual:

• Pre-orders: You may cancel a pre-order and receive a full refund at any time before dispatch
• After dispatch: Returns are accepted within 14 days of receipt, provided the item is in original condition. Return postage costs are the customer's responsibility unless the item is faulty or incorrectly sent
• Faulty or damaged items: If you receive a faulty or damaged item, please contact us within 7 days of receipt. We will arrange a replacement or full refund including return postage

Free Trials

Where a free trial is offered, no charge is made during the trial period. If you do not cancel before the trial ends, your subscription will begin automatically and you will be charged for the first billing period. Charges made after a free trial expires are not automatically refundable, though you may contact us within 48 hours of the first charge if you did not intend to continue.

Exceptional Circumstances

We recognise that life does not always go to plan. If you are unable to continue using the Platform due to circumstances outside your control - serious illness, bereavement, deployment, or other significant life events - please contact us. We will consider requests for refunds or credits outside the standard windows on a case-by-case basis with appropriate compassion.

How to Request a Refund

To request a refund, please contact us at support@totalveteran.com with the subject line "Refund Request" and include your name, email address, order or subscription reference, and the reason for your request.

We aim to respond to all refund requests within 3 business days. Approved refunds will be processed to your original payment method within 5-10 business days, depending on your payment provider.

Your Statutory Rights

If you are a consumer based in the United Kingdom or European Union, you may have statutory rights under the Consumer Rights Act 2015 (UK) or the Consumer Rights Directive (EU), including the right to a 14-day cooling-off period for digital services and physical goods purchased online. This policy does not limit your statutory rights.

For questions about your statutory rights, you may contact Citizens Advice (UK) or your local consumer protection authority.

Contact

For all refund and billing enquiries: support@totalveteran.com