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Refund & Cancellation Policy

Last updated: 16/08/2025
Contact: info@enduranceworks.co.uk | +44 7376 151980 (WhatsApp)

1) Scope

This policy applies to all Endurance Works services, including physiological testing (e.g., VO₂Max, RMR, Running Economy), bike/run fits, musculoskeletal screening, physiotherapy, and sports massage.

Definitions:

  • On-site (studio): An appointment at an Endurance Works location.

  • Off-site (mobile): An appointment delivered at a client-provided location.

2) Cancellations & rescheduling (client-initiated)

  • 24 hours or more before your start time:
    Full refund or free reschedule — your choice.

  • Less than 24 hours before / no-show / late arrival:
    The session is chargeable in full. We’ll do our best to deliver a shortened session if practical, but no refund is due.

Late arrival thresholds:

  • On-site (studio): more than 15 minutes late.

  • Off-site (mobile): more than 10 minutes late (travel knock-on makes recovery of time difficult).

Tip: If you can’t attend, you may transfer your slot to another person for the same service at no charge — just email us their details before the start time.

3) Off-site (mobile) pricing

If your purchased service includes a mobile/off-site visit, the call-out is already included in the price at checkout. The same 24-hour rules above apply.
If access is denied on arrival or the space is not safe/suitable to test, this is treated as a late cancellation (see Section 2).

If you add an off-site element after booking (as per our Pricing & Location Terms), it follows the same 24-hour rules.

4) Changes or cancellations by Endurance Works

If we must cancel or significantly reschedule, you’ll receive a full refund or free rebooking (your choice).

5) Packages, bundles & expiry

  • Expiry: All purchases (single sessions, packages, gift vouchers) expire 12 months from purchase.

  • Part-used packages: If you request a refund before expiry, we’ll refund the unused portion pro-rata, recalculating any used sessions at their standard (non-discounted) rate.

  • Gift cards/vouchers: Non-refundable but transferable before redemption; valid for 12 months.

6) Reports & deliverables

Where applicable, session fees include our tailored reporting. Once a report has been delivered, the session is considered fulfilled and is non-refundable. If something looks off, tell us — corrections are free.

7) How to request a refund or reschedule

Email info@enduranceworks.co.uk with your name, booking reference, service, and whether you’d like a refund or a new date. Refunds are issued to the original payment method. Please allow 5–10 business days for your bank/card provider to process.

8) Fees & currency

We do not deduct processing fees from refunds. All refunds are issued in GBP.

9) Medical or exceptional circumstances

If illness, injury, or other exceptional circumstances arise, email us as soon as possible. At our discretion, we may offer a one-time courtesy reschedule or partial waiver (we may request supporting evidence).

10) Your statutory rights

Nothing in this policy affects your statutory rights.

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