Cancellation & Refunds

Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most services within 14 days of placing your order, without giving a reason. Some services begin within the 14-day period at your request — for example a consultation that takes place, or written support you ask us to start — and for digital toolkits you agree to download immediately. In those cases the right to cancel is lost once the service has been performed or the digital content supplied, as set out below.

Consultations with Jess

You can cancel an appointment yourself with at least 24 hours’ notice and your payment is refunded automatically — use the cancel your appointment page with your reference and email address. To move an appointment instead, reply to your confirmation email quoting your reference. By booking a specific slot you ask us to provide the consultation within the 14-day period; once the appointment has taken place, or within 24 hours of it (because the time has been held for you), the right to cancel is lost. If something has happened, please still get in touch — we will do our best.

Written support, Ask Jess and evidence reviews

You have a 14-day right to cancel. If you change your mind before we have started work, contact us and we will refund you in full. Because you ask us to begin your personalised support within the 14-day period (agreed at checkout), once we have started writing your response or review the work has been performed for you and cannot be refunded.

Toolkits

Toolkits are digital downloads. By buying one and agreeing to immediate access at checkout, you ask us to supply the digital content within the 14-day period, so the cancellation right is lost once you have downloaded it. If a file will not open or is not what was described, tell us and we will fix it or refund you.

If we cancel

If we ever have to cancel, you will be offered a new time or a full refund, whichever you prefer.

How refunds are paid

Refunds go back to the card you paid with, usually within 5 to 10 working days.