Refund policy

Clearway Collective Coaching Services (trading as "The Clearway Collective")

Effective date: 30 September 2026

Last revised: 30 September 2026

1. Scope

1.1 This Refund Policy ("Policy") governs the cancellation of orders and the refund of sums paid in respect of The 30-Day Reset and any other digital product supplied by Clearway Collective Coaching Services ("the Company").

1.2 This Policy forms part of, and is incorporated by reference into, the Company's Terms of Service.

1.3 Nothing in this Policy operates to exclude, restrict or otherwise limit any statutory right available to you as a consumer under the law of your country of habitual residence.

2. Contractual right of cancellation

2.1 The Company grants to every Customer, irrespective of place of residence and in addition to any statutory right, a contractual right to cancel and obtain a full refund of the purchase price, exercisable within fourteen (14) days of the date of purchase.

2.2 The right conferred by clause 2.1 is unconditional. It may be exercised whether or not the Customer has accessed the Course, and whether or not the Customer has completed any part of it. The Customer is not required to state a reason.

2.3 The right conferred by clause 2.1 is exercised by notice in accordance with clause 4.

3. Statutory right of withdrawal: Customers in the European Economic Area and the United Kingdom

3.1 Customers resident in the European Economic Area or the United Kingdom ordinarily benefit from a statutory period of fourteen (14) days within which to withdraw from a distance contract.

3.2 In the case of digital content supplied otherwise than on a tangible medium, that right is lost where supply has begun with the Customer's prior express consent and with the Customer's acknowledgement that the right of withdrawal is thereby lost, pursuant to Article 16(m) of Directive 2011/83/EU and the corresponding provisions of national implementing legislation. The Company obtains such consent and acknowledgement at the point of purchase, and records the same in the order confirmation.

3.3 The operation of clause 3.2 is of no practical detriment to the Customer, the contractual right conferred by clause 2.1 affording an equivalent remedy without condition.

3.4 The rights of the Customer in respect of digital content which is not in conformity with the contract are unaffected and are addressed at clause 6.

4. Exercise of the right to cancel

4.1 Notice of cancellation shall be given by email to help@theclearwaycollective.com, sent from the email address used to place the order, and shall state the order number.

4.2 No particular form of words is required. The Company may, but shall not require the Customer to, invite feedback as to the reason for cancellation.

5. Effect of cancellation and time for reimbursement

5.1 Upon acceptance of a cancellation the Company shall process the refund within three (3) working days.

5.2 Reimbursement shall be made using the same means of payment as was used for the original transaction, and in the currency in which the original transaction was denominated. The Customer shall incur no fee as a result of the reimbursement.

5.3 The time taken for reimbursed funds to be credited to the Customer's account is determined by the Customer's payment provider and is ordinarily between five (5) and ten (10) working days.

5.4 Upon reimbursement, the licence granted under clause 6.2 of the Terms of Service terminates, access to the Course ceases, and the Customer's account is closed. The Customer is advised to export all User Content, using the Export my data function within Settings, prior to requesting cancellation.

6. Non-conformity of digital content

6.1 This clause 6 operates independently of clauses 2 and 3 and is not subject to the fourteen (14) day period.

6.2 The Company warrants that the Course shall correspond to its description, shall be of satisfactory quality, and shall be fit for the purposes for which digital content of that kind is ordinarily supplied, including operation upon any reasonably current and supported device and browser.

6.3 Where the Course does not conform, the Customer shall notify the Company, which shall bring the Course into conformity within a reasonable time and without significant inconvenience to the Customer.

6.4 Where the Company fails to bring the Course into conformity in accordance with clause 6.3, the Customer is entitled to a proportionate reduction in price or to terminate the contract and receive a full refund, irrespective of the time elapsed since purchase.

7. Failure of access

7.1 Where the Customer is unable to create an account or to authenticate, and that failure is attributable to the Company or to its infrastructure, the Company shall remedy the failure upon notification.

7.2 Where the Company is unable to provide access within a reasonable period, the Customer is entitled to a full refund, irrespective of the time elapsed since purchase.

8. Circumstances in which a refund is not available

8.1 Save where clause 6 or clause 7 applies, a refund is not available:

(a) where notice of cancellation is given more than fourteen (14) days after the date of purchase;

(b) where the Course Content has been reproduced, distributed, published or otherwise made available in breach of clause 6.3 of the Terms of Service;

(c) where the Customer's account has been terminated by the Company by reason of a material breach of the Terms of Service.

9. Payment disputes

9.1 The Customer is requested to contact the Company at help@theclearwaycollective.com before initiating a chargeback or payment dispute with their payment provider.

9.2 The Company will ordinarily resolve a claim more expeditiously than the dispute process of a payment provider, and without either party incurring a dispute fee.

10. Complaints

10.1 Where a refund request is declined and the Customer is dissatisfied with that determination, the Customer may pursue the complaints procedure set out at clause 15 of the Terms of Service.

10.2 Customers resident in the United Arab Emirates may refer the matter to the consumer protection authority of the relevant Emirate or to the Ministry of Economy. Customers resident elsewhere may refer the matter to the competent consumer protection body in their country of residence.

11. Contact

All requests and enquiries under this Policy should be addressed to help@theclearwaycollective.com.