Refund Policy
Sadie Martin PBS
Last Updated: 27/04/2026
1. Overview
This Refund Policy applies to all services provided by Sadie Martin PBS. Sadie Martin PBS provides online Positive Behaviour Support (PBS) consultation services to parents and carers of children. By booking services, you agree to this Refund Policy.
2. Advance Payment
All sessions must be paid for in advance unless otherwise agreed in writing. Payment confirms your booking and secures your appointment time.
3. Cancellation by the Client
3.1 More Than 48 Hours’ Notice
If you cancel at least 48 hours before your scheduled session, you may choose a full refund or to reschedule your session to a later date.
3.2 Less Than 48 Hours’ Notice
If you cancel with less than 48 hours’ notice, the full session fee may be charged and no refund will be provided. This is because appointment times are reserved exclusively for you.
3.3 Non-Attendance
If you fail to attend a scheduled online session without prior notice, the full session fee will be charged and no refund will be issued.
4. Cancellation by Sadie Martin PBS
If a session is cancelled by Sadie Martin PBS due to illness or unforeseen circumstances, you will be offered a rescheduled appointment or a full refund for the cancelled session.
5. Technical Difficulties
If technical issues arise on our side and the session cannot proceed, you will be offered a rescheduled session or refund. If the issue is due to the client’s internet connection, equipment, or environment, refunds will not normally be issued. Reasonable discretion will be applied in genuine circumstances.
6. Packages or Prepaid Sessions
If you purchase a package of multiple sessions, refunds for unused sessions may be issued at our discretion. Completed sessions are non-refundable. If a refund is agreed, it may be calculated at the standard single-session rate rather than the discounted package rate.
7. Digital Resources and Written Reports
Due to the nature of digital products and personalised written reports, once a report or document has been delivered, it is non-refundable. Refunds will not be provided for completed written work.
8. Statutory Rights (UK Consumers)
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where services have already begun with your agreement during the 14-day cooling-off period, you may be required to pay for the portion of services already delivered.
9. Exceptional Circumstances
Refunds outside this policy may be considered in exceptional circumstances at our sole discretion.
10. How to Request a Refund
To request a cancellation or refund, please contact Email: info@sadiemartinpbs.com. Requests must be made in writing.