Refund & Complaints Policies

Effective Date: 15.05.2026

At The Marra Group London, we are committed to providing high-quality wellbeing services and a positive client experience. This policy explains our approach to refunds, cancellations, and complaints.

This policy applies to all services and products offered through our website, including but not limited to:

• Wellbeing coaching
• Workshops and events
• Online programmes
• 1:1 Sessions
• Digital products and resources
• Memberships or subscriptions (if applicable)
• Training Sessions

All appointments, programmes, and events must be paid for in advance unless otherwise agreed in writing.

By purchasing or booking services through our website, you agree to the terms outlined in this policy.

• Cancellations made more than 48 hours before a scheduled appointment may be rescheduled or refunded.
• Cancellations made within 48 hours of the appointment are non-refundable.
• Failure to attend a scheduled session without notice (“no-show”) will result in the full session fee being charged.

• Refund requests made at least 14 days before the event start date may be eligible for a full refund.
• Refund requests made within 14 days of the event are non-refundable unless exceptional circumstances apply.
• We reserve the right to cancel or reschedule events. In such cases, participants will be offered:
  
  • A full refund, or
  • Transfer to a future event date.

Due to the nature of downloadable or instantly accessible digital content, all digital product purchases are generally non-refundable unless the product is faulty or inaccessible.

Where applicable:

• Memberships may be cancelled at any time before the next billing cycle.
• Refunds are not provided for partially used subscription periods.

We understand that unforeseen situations can arise. Refunds or credits outside this policy may be considered at our sole discretion in cases such as:

• Medical emergencies
• Bereavement
• Serious unforeseen circumstances

Supporting documentation may be requested.

We aim to resolve concerns fairly, professionally, and promptly.

If you are dissatisfied with any aspect of our service, please contact us as soon as possible by email at:

[Insert Contact Email]

Please include:

• Your full name
• Details of your concern
• Relevant booking or order information
• Any supporting evidence where appropriate

1. We will acknowledge your complaint within 5 working days.
2. We will investigate the matter thoroughly.
3. We aim to provide a full response within 14 working days.

Where appropriate, we may offer:

• Clarification or explanation
• Service improvement measures
• Partial refund or account credit
• Alternative resolution

Nothing in this policy affects your statutory rights under applicable consumer protection laws in the United Kingdom.

For refund requests or complaints, please contact:

The Marra Group London
Website: www.themarragrouplondon.com
Email: lauren@themarragrouplondon.com