Refund and cancellation policy

Statutory cancellation rights

An online consumer service contract may carry a statutory cancellation period, normally ending 14 days after the day the contract is entered into. When booking, you expressly ask Lighthouse to provide the conversation on the date you choose, including where that date falls within the statutory cancellation period. You also acknowledge that once the conversation has been fully provided, the statutory cancellation right may cease in accordance with the law.

If you validly cancel during that period before the service begins, you will receive the refund required by law. If you cancel after performance has begun at your request but before it has been fully provided, any amount retained or charged will be proportionate to what has been supplied and handled in accordance with applicable consumer law.

Nothing in Lighthouse's own policy below limits any rights you have under applicable consumer law.

Lighthouse's 24-hour policy

If you cancel at least 24 hours before the scheduled start time, you may choose a reasonable reschedule or a full refund of the conversation fee. Use the cancellation route in your booking confirmation or contact Lighthouse as soon as you can.

Outside any statutory cancellation right, a cancellation made less than 24 hours before the scheduled start time is normally non-refundable because that time is unlikely to be filled. This is Lighthouse's own booking policy; it does not override applicable consumer law. A genuine emergency or exceptional circumstance will be considered reasonably and compassionately.

Rescheduling

A booking can normally be moved without charge when at least 24 hours' notice is given. A late request to reschedule is treated in the same way as a late cancellation unless Lighthouse agrees otherwise.

Missed appointments

If you do not attend and have not cancelled, the appointment may be treated as used and the fee will normally be retained, subject to applicable law and fairness. If an unexpected emergency prevented you from attending or contacting Lighthouse, explain what happened and it will be considered reasonably.

Late arrival

If you arrive late, the conversation can continue for the time remaining but will normally end at the originally scheduled time. This protects the next person's appointment and does not normally reduce the fee.

If Lighthouse cancels or technology fails

If Lighthouse cannot provide the booked conversation, you will be offered a full refund or a suitable reschedule. If a technical problem attributable to Lighthouse prevents the conversation from meaningfully taking place, the same options will be offered.

If a technical problem attributable to Lighthouse causes only part of the conversation to be lost, Lighthouse will offer a fair, proportionate remedy depending on what happened. That may be additional time, a reschedule, a partial refund or another reasonable solution.

If the technical problem is on your side, Luke will act reasonably and try to resolve it, but a refund is not guaranteed in every case. The timing, the steps taken and how much of the conversation could still be provided will be considered fairly.

Ineligible Opening Conversation bookings

The £35 Opening Conversation is available once per person. If you have already booked or had one and book it again, Lighthouse may cancel the ineligible booking, refund that £35 payment and invite you to book the standard 60-minute service instead. No penalty is added and you do not have to rebook.

Conduct and a partly provided conversation

If a conversation has to end because of serious abusive, threatening or unsafe conduct, any refund will depend on the circumstances, the part already provided, fairness and applicable law. Lighthouse does not apply an automatic punitive forfeiture.

How to cancel and refund timing

Request a cancellation or refund through the booking provider where that option is available, email hello@lighthouseco.uk, or use the contact page. A clear statement that you wish to cancel is enough; you do not have to use the model form below.

Where a statutory refund is due, Lighthouse will process it without undue delay and no later than 14 days after being told of your decision to cancel, unless a different legal rule applies. Other approved refunds will be processed reasonably promptly. Refunds are normally returned through the original payment method; the time they take to appear after processing depends on Stripe, Cal.com and your bank.