REFUNDS & CANCELLATIONS

This policy explains cancellation and refund rights for digital resources, AI coaching services, the 90-Day Reset and private coaching purchased from Total Change Global Limited.

Last updated: 27 September 2026

1. About this policy

This policy applies to purchases made directly from Total Change Global Limited through total-change.com, the Total Change application or another Total Change payment route.

Nothing in this policy removes or limits any statutory rights you may have. If a separate written guarantee or refund promise is expressly stated for a particular product or service, that promise applies in addition to your legal rights.

Where you purchase primarily for business purposes rather than as an individual consumer, statutory consumer cancellation rights may not apply and the terms agreed for that business purchase will govern.

2. Your 14-day cancellation right for online purchases

If you buy a service online as a consumer, you will normally have 14 days from the date the contract is made to cancel without giving a reason, unless an exception applies.

If you ask us to begin providing a service during that 14-day period, we may ask for your express request to start early. If you then cancel before the service is fully completed, you may be required to pay a proportionate amount for the service already provided. If the service has been fully performed after your express request and acknowledgement, the statutory cancellation right may end.

3. Digital downloads and downloadable resources

Digital resources may include workbooks, planners, templates, guides and other downloadable files.

Where a digital download is supplied immediately, we will obtain any consent and acknowledgement required by law before supply begins. If you expressly agree to immediate supply and acknowledge that your cancellation right will be lost once the download or digital supply begins, the 14-day change-of-mind cancellation right will no longer apply to that digital content after supply has started.

If the required consent or acknowledgement has not been obtained, your statutory cancellation rights remain as provided by law.

4. Faulty, inaccessible or misdescribed digital content

Your statutory rights are separate from any change-of-mind cancellation right. Digital content must meet the standards required by applicable consumer law, including being of satisfactory quality, fit for any particular purpose made known where applicable, and as described.

If digital content is faulty, inaccessible because of a problem on our side, materially not as described, or otherwise does not conform to the contract, please contact us. Depending on the circumstances, your legal remedies may include repair, replacement, a price reduction or a refund.

5. AI Coaching subscriptions

Paid Total Change AI Coaching subscriptions renew at the billing interval shown when you subscribe unless cancelled before the next renewal.

You can cancel future renewals using any cancellation facility made available in your account or by contacting us. Cancellation stops future renewal charges but does not automatically create a refund for a subscription period that has already begun, except where required by law, where there has been a billing error, or where we expressly agree otherwise.

If you are exercising a statutory 14-day cancellation right and the service has already started at your express request, a proportionate charge may apply for the service supplied before cancellation.

6. The 90-Day Reset

The 90-Day Reset is a one-off structured digital coaching experience rather than an automatically renewing subscription.

If you buy the Reset online as a consumer, your statutory cancellation rights depend on when digital content and services begin and on any express request, consent or acknowledgement given at purchase. Where service delivery has begun during the cancellation period at your request, a proportionate charge may apply. Where digital content has begun to be supplied after the required consent and acknowledgement, the cancellation right for that digital content may be lost.

The 90-Day Reset does not automatically convert into a recurring paid subscription at the end of the 90 days.

7. Private Coaching

If you purchase Life Coaching, Executive Coaching or another private coaching service online as a consumer, you will normally have a 14-day cancellation period from the date the contract is made.

If you ask for coaching to begin during that period, you may be required to pay for sessions or other service already provided before you cancel. Once a service has been fully performed after the required express request and acknowledgement, the statutory cancellation right may end.

Any appointment-specific rescheduling or late-cancellation terms will be communicated when the coaching engagement is arranged and will apply alongside this policy.

8. Duplicate charges and billing errors

If you believe you have been charged twice, charged the wrong amount, charged after a valid cancellation, or otherwise billed in error, contact us as soon as possible. We will investigate and correct confirmed billing errors.

9. How to request a cancellation or refund

To request a cancellation, refund or billing review, email hello@total-change.com or use the Contact Total Change form and select Existing Purchase or Account.

Please include your name, the email address used for the purchase, the product or service purchased, the date of purchase and a brief explanation of what you are requesting. You do not need to give a reason when exercising a statutory right to cancel within an applicable cancellation period.

10. Refund processing

Where you are entitled to a refund, we will process it without undue delay and within any timeframe required by law. Refunds will normally be made to the original payment method unless you expressly agree otherwise.

Your bank or payment provider may take additional time to display a completed refund after it has been issued.

11. Your statutory rights

This policy is intended to work alongside, not replace, your rights under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where they apply.

If any part of this policy conflicts with a mandatory statutory right, the statutory right takes priority.

12. Model cancellation form

You may use the following model form to cancel a contract where a statutory right to cancel applies. You do not have to use this exact form; any clear statement that you wish to cancel is sufficient.

To: Total Change Global Limited, Oak View, Broughall, Whitchurch, United Kingdom, SY13 4AF; hello@total-change.com

I hereby give notice that I cancel my contract for the following product or service:

Product or service: ______________________________
Ordered on: ______________________________
Name of consumer: ______________________________
Address of consumer: ______________________________
Signature of consumer (only if this form is sent on paper): ______________________________
Date: ______________________________

13. Contact

Total Change Global Limited
Company number 13282947
Oak View, Broughall, Whitchurch, United Kingdom, SY13 4AF
hello@total-change.com