Refund & Cancellation Policy

Last updated: 1 August 2025

Overview

This policy applies to educational sessions booked with Synap Matrix Hub Ltd, including one-to-one wallet setup sessions, group workshops, security reviews, and recovery phrase walkthroughs.

Deposits

One-to-one sessions and security reviews require a £25 deposit to confirm booking. Group workshop places require full payment seven days before the session date. Deposits and payments are processed by bank transfer or card invoice — not through this website.

Cancellation by you

More than 7 days before the session: Full refund of any deposit or payment, or free rescheduling to a new date within three months.

3–7 days before the session: Deposit may be transferred to a rescheduled date. If you cancel entirely, 50% of the deposit is refunded.

Less than 3 days before the session: Deposits are non-refundable. You may reschedule once without additional charge if we have availability.

No-shows

If you do not attend a confirmed session without prior notice, the full session fee is charged and no refund is issued. We wait 15 minutes past the scheduled start time before marking a session as a no-show.

Cancellation by us

If we cancel a session due to staff illness or studio unavailability, you receive a full refund or priority rescheduling at no extra cost. We aim to provide at least 24 hours' notice.

Rescheduling

You may reschedule a confirmed session once at no charge if we receive notice at least 48 hours in advance. Additional rescheduling requests may incur a £10 administrative fee.

Work already started

If you end a session early or decline to continue after it has begun, the full session fee applies. Partial refunds are not available for sessions partially delivered.

Group workshops

Group workshop fees are refundable in full if cancellation occurs more than 7 days before the workshop date. Cancellations within 7 days forfeit the fee but may transfer the place to another person at no charge.

If a workshop does not reach the minimum of four participants, we reschedule or offer a full refund at your choice.

Materials

Printed workbooks and take-home checklists are included in session fees and are non-refundable separately. We do not sell physical products through this website.

Refund process

Approved refunds are processed within 10 working days to the original payment method. Bank transfer refunds may take an additional 3–5 working days to appear in your account.

Exceptions

In cases of serious illness or bereavement, contact us to discuss arrangements outside this standard policy. We handle such situations individually and with discretion.

Contact for refund requests

Email hello@synapmatrixhub.click with your booking reference and reason for cancellation. Include the session date and type. We respond within two working days.