THREE DIFFERENT REQUESTS
Choose what you need to change.
- Move an appointment — give at least 24 hours’ notice.
- Stop renewing — keep the coaching time already paid for.
- Withdraw from a new contract — the 14-day cooling-off process.
For any of these, you can email ttvalenta@gmail.com. No special wording is required if your request is clear.
1. Stop future monthly renewals
Cancel through subscription management in the coaching portal or email ttvalenta@gmail.com from the purchasing address before the next renewal is due. Include enough information to identify the subscription. You do not need to give a reason.
The renewal date is in your confirmation and subscription-management page. There is no extra notice period or cancellation fee. An email cancellation takes effect according to when it reaches us, not when someone later processes it. We confirm the cancellation and the last day of paid service.
Ordinary cancellation stops future charges; your agreed coaching continues until the paid period ends. It does not automatically refund the current period merely because you choose not to use it. Withdrawal rights, service-failure remedies and other mandatory refund rights remain available. If we charge a renewal after receiving a timely cancellation, we refund that charge.
Switching plans normally takes effect at the next renewal after agreement with Jan. Any earlier change needs an agreed price and effective date. Existing subscriptions are not moved to a new plan simply because the website changes.
2. Withdraw from a new contract
For a new consumer coaching contract purchased online, we provide a 14-day cooling-off period without requiring a reason. The count begins on the day after the contract is concluded. If the last day is a Saturday, Sunday or public holiday, the deadline moves to the next working day. Any longer mandatory right remains unaffected.
Send a clear withdrawal statement to ttvalenta@gmail.com or to Jan’s registered address. Sending it before the deadline is sufficient. The model withdrawal form is available, but using it is optional. Include your name and enough information to identify the contract.
If you want to start during those 14 days
We ask separately for your express request to start early and explain the possible proportionate charge before you agree. Accepting the general terms, submitting a fit-call form or signing into the portal does not itself request an early start.
If you then withdraw, only a lawful, proportionate amount for service actually supplied at your express request before withdrawal may be deducted. We explain the calculation using the agreed total price and the service delivered. There is no arbitrary administration fee or automatic charge for the whole month. If the required information or request was missing, we do not deduct an amount on that basis.
Attending one call or opening the portal does not fully perform an ongoing monthly coaching contract. The withdrawal right is not treated as lost merely because coaching has begun. Without an early-start request, coaching starts after the cooling-off period on the date agreed with you.
3. Change a paid coaching appointment
Give at least 24 hours’ notice. Use the agreed scheduling channel or email. These rules concern paid coaching appointments; the free fit call remains free.
With at least 24 hours’ notice
Jan offers available alternatives within your agreed coaching windows. We first try to move the appointment within the same coaching week. If that is not possible, one replacement can be agreed within the next seven calendar days, without consuming the following week’s allowance. A replacement remains one whole appointment, not a balance of minutes. If Jan cannot offer a suitable replacement within those windows, we agree a later replacement or a proportionate refund.
With less than 24 hours’ notice, or if you miss it
A Focus or Development appointment normally counts as that week’s session when Jan has reserved the time and is available, even if you cancel late, do not attend or choose to finish early. There is no additional monetary penalty. Tell Jan promptly about illness, an emergency or circumstances outside your reasonable control so a fair exception can be arranged.
If you arrive late, the appointment normally still ends at its confirmed time. If there is no contact after 15 minutes, Jan may leave the call. In Partnership, a missed appointment does not create a separate fee or a hidden call quota; you and Jan adjust the coaching schedule together. Repeated disruption is discussed so a workable arrangement can be agreed.
If Jan cancels, is late, or the call cannot work
A problem on our side does not consume your weekly entitlement. Jan provides the full agreed coaching time through an extension or replacement, or an appropriate price reduction or refund if it cannot be delivered. A replacement may happen after the original week or paid period by agreement, without requiring another purchase.
For a material internet or platform failure, first try to reconnect or use an agreed alternative. If useful coaching cannot continue, agree a replacement for the undelivered time. A genuine technical failure is not automatically treated as a no-show. Any remedy required by law remains available.
Ordinary unused sessions do not roll over. The replacement arrangements above are exceptions to that rule. Read how coaching weeks and final partial weeks work.
4. If the agreed service is not delivered
Contact Jan with the details. The appropriate solution may be replacement coaching, correction, a price reduction or a refund. If Jan cannot continue your prepaid service and you do not agree to an alternative, the undelivered portion is refunded.
The complaints procedure explains how claims are acknowledged and resolved. You retain all statutory remedies. Contacting Jan is a way to resolve the problem, not a condition for exercising lawful payment-dispute or consumer rights.
5. Refund timing and payment method
After a valid withdrawal, we return the amount due without unnecessary delay and no later than 14 days after being informed, using the original payment method unless you agree to another method without a fee. Any lawful deduction for an expressly requested early start is explained.
Other agreed refunds are issued promptly, with the amount and timing confirmed in writing and any shorter legal deadline respected. We do not deduct Stripe processing fees from a refund you are entitled to. Your bank determines when the credit appears and may apply its own exchange rate; mandatory rights remain unaffected.