How we handle refunds, cancellations and pauses across all three of our membership plans. We try to keep this fair, simple and predictable. Last reviewed on today.
This policy applies to all paid memberships purchased through the Vivwildcleanse website. It sets out the circumstances in which a refund will be issued, how cancellations work, and how to pause an active plan. Where the policy refers to “working days”, it means Monday to Friday excluding UK public holidays.
A drop-in pass for a single live masterclass can be cancelled up to one hour before the class starts for a full refund to the original payment method. Cancellations within the final hour are not refundable because your seat has been confirmed in the cohort, but the matching replay is automatically released to your account so the value is preserved.
If the live session is cancelled by us for any reason, we will refund the pass in full and offer first refusal on the rescheduled date.
Monthly access renews automatically on the same date each month. You can cancel renewal at any time from your account dashboard — your access continues until the end of the paid month. If you cancel within the first seven days of your very first month and have attended no more than one live class, we will refund that month in full as a good-faith trial.
After the trial period, monthly fees are non-refundable on a pro-rata basis, but you can pause your membership instead (see section 5).
The Foundations arc can be cancelled up to seven days before the start date for a full refund. Once the programme has begun, the unused weeks are refundable at a rate of £20 per remaining week, recognising the cost of the coach consultations and tailored grid already produced. We will always offer a credit or a deferral to the next cohort first, in case that suits you better.
Life happens. Monthly members can pause their plan for up to eight weeks in any rolling twelve-month period at no extra cost, with a single click in the account dashboard. While paused, billing is halted and your replay library remains available read-only.
To request a refund, please send us a written note via the contact form or by email to correspondence@vivwildcleanse.world. Include your member name, the date of purchase and a brief reason. We do not require evidence beyond your account history; we simply use the reason to improve future programmes.
We aim to confirm refund decisions within two working days. Once approved, refunds are processed by our payment provider within a further five working days. The money typically reaches your account within ten working days, though the exact timing depends on your bank.
Refunds may not be available where an account has been suspended for a material breach of our terms of use, or where a request is made significantly outside the windows set out above. In all other situations we will look at the circumstances on their merits.
Nothing in this policy affects your statutory rights as a consumer under UK law, including any cancellation rights that apply where a service is sold at a distance. If a digital service we provide does not match its description or is not delivered with reasonable care and skill, you may be entitled to a remedy under the Consumer Rights Act 2015.
Questions about refunds, cancellations or pauses can be sent by post to 25 Eccleston Yards, London SW1W 9AZ, by phone on +44 20 8064 0583 during studio hours, or in writing to correspondence@vivwildcleanse.world. A real person reads every note.