Cancellation and refunds
Ending a membership
It runs by the month
There is no fixed term, no minimum number of months, and no notice period counted in weeks. You pay for a month; that month is what you have committed to.
How to end it
One line in an email. That is the whole procedure. No form, no telephone call you have to steel yourself for, no conversation in which you are asked to reconsider. It closes at the end of the month you have paid for, and Jonathan confirms it in writing.
You will not be asked why. If you would like to say, he will read it and be glad of it, but it is not required and nothing depends on it.
Her right to stop, which is separate and absolute
She may stop at any time, for any reason or none, and she does not have to go through you to do it. She may tell Jonathan directly. If she stops, it stops — that day, not at the end of the month — and no one asks her to explain.
Where her stopping and your paying do not line up, the month is refunded from the day of her last session — see below.
Refunds
Work already delivered is not returned. Sessions given in a paid month have been given.
The rest of the month is. Where a membership ends part-way through a month you have paid for, the unused part of that month comes back — and the count begins on the day of her last session, not on the day you wrote to say stop.
An example, because it is easier to see than to state. She is on Elevate. Her last session falls on the seventh. You write on the tenth. The refund is not worked out from the tenth; it is worked out from the seventh, and the remaining twenty-three days of that month are returned. Elite runs the same way. Her last session on the fourteenth, your letter on the sixteenth, and the fourteenth is where the count begins — sixteen days back.
The days between her last session and your letter are yours, not ours. That is deliberate.
Nothing here removes any right you hold under the consumer law where you live that cannot lawfully be set aside.
If Jonathan ends it
He may decline or end a membership where he judges he cannot genuinely help, where information he was given proves materially wrong, where a payment goes unmade and unanswered, or where conduct towards him or his team is abusive. Where he ends it for any reason other than the last, the unused portion is returned.
What ending it does not touch
Her doctor, her prescriptions and her appointments were never part of this and are not affected by its ending. Nothing about her care changes because a membership closed. The session record already written remains hers and yours, and a copy can be asked for at any time.