Refund policy

1. All sales are final

Tickets give access to a specific live class together with its replay, materials and certificate. All Access, expert plans (Pro and Studio) and team plans (Teams and Enterprise) are recurring subscriptions that give access to the Service for a period. Access is granted in full at the start of each period, whether or not you use it.

Before you pay, every class page lists exactly what the ticket includes, and you can see the agenda and chapters of any replay and a blurred preview of a running live room, so you know the format you are buying. Plans and their limits are described on the pricing page.

By buying, you expressly ask us to start providing access immediately. If you are a consumer in the European Union or another country with a statutory right of withdrawal, you acknowledge that this right expires once access starts.

2. The ticket rule

If the expert cancels a class, or the live broadcast does not take place, every ticket for that class is refunded in full to the original payment method, without you having to ask. If the class was included in your All Access membership or team seat, there is no separate charge to refund.

A class that starts late, runs shorter than planned, or is interrupted and then continues is not a cancelled class. The replay of what was broadcast stays available to you.

3. What is never refunded

• Changing your mind, or no longer needing the class or the plan.
• Missing the live class. Every ticket includes the replay.
• Not using a subscription during a paid period. The fee is for access for that period, not for how much you watch or teach.
• Disagreeing with the content, style, level or opinions of an expert, where the class took place as described on its page.
• A question of yours that was not answered on air. The host picks from the queue and cannot answer every question.
• Problems with your own device, browser, network or connection.
• Forgetting to cancel before a renewal, or cancelling right after one.
• A renewal that was collected after one or more failed attempts. The new period had already started and the payment for it was due.
• Buying the wrong ticket, plan, billing period or number of seats.
• Part periods after cancelling. Access runs to the end of the paid period and is never pro rated.
• Anyone else using your account, including where you shared your login.
• For experts: platform fees on tickets, and plan fees for periods in which you did not run classes.

4. The only other exceptions

Apart from the ticket rule, we refund only where one of these applies, only where it can be evidenced, and only up to the affected charge:

• Double charge. You were billed twice for the same ticket or the same period because of a fault in our billing.
• Proven unauthorised charge. Someone used your card without your authority, you report it within 14 days, and our records and those of our payment processor support it. A claim on its own is not enough. We may ask you to confirm that you have reported it to your card issuer.
• Total failure of the Service. A confirmed fault on our side made the Service entirely unusable for a continuous period, you reported it at the time, and we could not resolve it. Partial slowdowns and problems on your side are excluded.

A refund is issued to the original payment method only, is limited to the amount you actually paid for the affected ticket or period, and is our sole liability for the issue. Granting one refund does not create a right to another.

5. How to request a refund

Email [email protected] from the address on your account within 14 days of the charge. Include the date and amount of the charge and the reason, matched to one of the cases above. Requests sent after 14 days are not considered. Ticket rule refunds happen automatically and need no request.

Opening a chargeback with your bank instead of contacting us first is a breach of our terms of service and leads to closure of the account.

6. Cancelling a subscription

You can cancel All Access, an expert plan or a team plan at any time from billing settings in your account, in a couple of clicks, without contacting us. Cancelling stops all future renewals straight away. You keep access until the end of the period you have already paid for. The charge already taken is not refunded, and cancelling is not a refund request.

Subscriptions renew automatically. When a new period begins, access for that whole period is granted and payment for it is due. If the charge fails, the payment is still due and our payment processor may retry it over the following days. These retries are not extra charges. Cancelling after a new period has begun stops later renewals but does not cancel the payment for the current period.

7. What we keep on record

For every purchase we keep the date and time, the item or plan and price shown at checkout, your acceptance of these terms, the confirmation email, renewal notices and a log of activity on the account, such as sign ins, classes joined and minutes watched. Our payment processor keeps its own record of each transaction, including the result of bank authentication. We assess refund and unauthorised charge claims against these records, and we provide them to your bank if a chargeback is raised.

8. Contact

Questions about this policy: [email protected]. More answers in the help center.