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Refund Policy

Last updated: 3rd March 2026

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At SAM Resolutions, we aim to provide high‑quality and professional mediation services to all clients. We understand that plans sometimes change, and this Refund & Cancellation Policy sets out your rights and our obligations regarding bookings, cancellations, and refunds.

 

1. Mediation Service Bookings

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A confirmed booking is made once:

  • A date and time are agreed for the mediation session, and

  • Payment has been made (where required), or written confirmation has been provided for invoiced services.

All bookings reserve a dedicated mediation slot and preparation time.

 

2. Client Cancellations

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More than 7 days before the session

  • Full refund, or

  • Option to reschedule at no additional cost.

Between 7 days and 48 hours before the session

  • 50% refund, or

  • One free reschedule (subject to availability).

Less than 48 hours before the session

  • No refund offered due to the reserved time and preparation already undertaken.

  • Rescheduling may be offered at our discretion and may incur a fee.

 

3. Non‑Attendance

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If a client does not attend a session without prior notice:

  • No refund will be issued.

  • A new booking will be treated as a new chargeable session.

 

4. SAM Resolutions Cancellations

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If SAM Resolutions needs to cancel or postpone a session due to unforeseen circumstances:

  • You will be offered a new date/time at the earliest availability, or

  • You may request a full refund with no penalties.

We will never charge clients for cancellations made by us.

 

5. Multi‑Session or Retainer Packages

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For block bookings (e.g., multiple mediation sessions):

  • Refunds for unused sessions may be issued only if cancellation is requested before any agreed work has begun.

  • If the package includes discounted pricing, partial refunds will be calculated based on the standard (non‑discounted) rate for used sessions.

 

6. Digital or Downloadable Materials

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If SAM Resolutions offers downloadable guides, templates, or digital content:

  • These items are non-refundable once accessed or downloaded.

  • This aligns with standard UK consumer rights for digital goods.

 

7. Discretionary Refunds

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We recognise that mediation often involves sensitive and complex situations.
Where appropriate, SAM Resolutions may offer discretionary refunds or credits, even where this policy would not normally allow it.

This will be assessed on a case‑by‑case basis.

 

8. How to Request a Refund

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Please email your request to:

stuart@samresolutions.com


Include:

  • Your name

  • Booking date

  • Reason for the refund request

We aim to review and respond within 5 working days.

Refunds will be issued via the original payment method unless otherwise agreed.

 

9. Your Consumer Rights

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This policy does not affect your statutory rights under the Consumer Rights Act 2015 or UK consumer protection law.

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