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Cancellation and Termination Policy

Effective from 6th May 2024.

Cancellation

As an individual consumer, you have a legal right to change your mind about making a purchase from us within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are as follows:

  1. In relation to services: You have 14 days after the day we email you to confirm your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services (for example if we have already written or partially written a 12 week training plan or you have already attended an in-person assessment or completed a remote assessment and submitted your data), you must pay us for the services provided up until the time you tell us that you have changed your mind.
  2. In relation to goods: You have 14 days after the day you (or someone you nominate) receives the goods. Please see our Returns Policy for further information.

Cancellation policies at Partner Walls may vary and you are responsible for checking these.

Termination of Performance Training Plan or Flexibility Training Plan Subscription

Our Performance Training Plan and Flexibility Training Plan subscription services require an upfront payment to cover your first 6 weeks of training which will include an assessment. Following the first 6 weeks, you are then committed to make 2 further payments on 4-week intervals which takes you to the end of your minimum term with us.

Following the initial 14-week term, your subscription will then renew automatically on a rolling 12-week basis (requiring x3 subscription payments per 12-week plan) unless and until you let us know that you wish to terminate by giving the notice specified below. If you need to take a break from training at any time your payments must still continue uninterrupted until the expiry of the 14-week minimum term or any subsequent 12-week term (as applicable).

A Performance Plan or Flexibility Plan subscription can only be terminated by giving us at least 4 weeks’ notice before the end of your current training plan by submitting the Cancellations Form. A notice will only take effect after the final subscription payment for your current training plan. Please note that if your final subscription payment is due to be taken after the end of your current training plan, you will not receive any further training to cover this period.

If you do not provide at least 4 weeks’ notice of cancellation before the end of your current training plan, your contract will automatically renew for a further 12 weeks (requiring x3 further subscription payments) and your notice will only take effect after the final subscription payment of that plan.

If you place an order for a Performance Training Plan or Flexibility Training Plan subscription and you cancel after being assigned a Lattice coach by email but before receiving your first training plan, the first payment you made at checkout will be forfeited and we will use it to help to cover the losses that we incur as a result. 

If we make a variation to your agreement which is likely (in our reasonable opinion) to be of material detriment to you (as explained in our Terms of Service under Prices & changes to these terms) you will be able to cancel this agreement without penalty in line with the terms we set out in our notification of variation which we will send by email. Please note that if the variation is due:

(i) to changes to the law, government regulation or any licence which affect us – this includes any increase or change in the rate of VAT or other applicable taxes or fees or any new taxes or fees that are introduced; or

(ii) the change isn’t (in our reasonable opinion) likely to be of material detriment to you;

then you will only be able to cancel your agreement in accordance with the terms of our standard Cancellation Policy as set out above.

We may terminate or (at our option) suspend the provision of our services if we do not receive from you any payment that is due to us. We may also terminate the provision of our services if in our reasonable opinion, you do not meet the minimum requirements for the training plan service you have purchased.

Termination of Nutrition Services

Please see our general cancellation terms for services set out under ‘Cancellation’ above. Please also note that you must redeem and receive the nutrition service you have purchased within 6 months of the date of purchase, failing which this contract will terminate automatically and you shall not be entitled to a refund.

We may terminate or (at our option) suspend the provision of our services if we do not receive from you any payment that is due to us. We may also terminate the provision of our services if in our reasonable opinion, you do not meet the eligibility criteria for the nutrition service you have purchased.

Termination of Education Course

You have a legal right to change your mind about making a purchase from us within 14 days after the day we email you to confirm your order, or if you are a presale customer only within 14 days of the course going live, (each ‘the cooling off period’), and receive a full refund. However, if you opt to access or view more than 25% of the education course materials within the cooling off period (which will be determined at our discretion), you will lose any statutory right to cancel this contract. Beyond the cooling off period, you will not receive a refund.

You can request to cancel by submitting the following Cancellation Form