Refund & Cancellation Policy

Last updated: 2025 · NextStepUpward B.V.

We want you to feel confident booking with NextStepUpward B.V. This policy explains how cancellations, rescheduling and refunds work for our coaching sessions, packages and memberships.

Our promise: reschedule for free with at least 24 hours' notice, and if your first paid session doesn't feel right, tell us within 7 days and we'll make it right.

1. Rescheduling

You can reschedule any session free of charge with at least 24 hours' notice, through your account or by emailing us.
Rescheduling with less than 24 hours' notice may count as a used session, as your coach's time has been reserved.

2. Cancelling a single session

Cancel 24+ hours before your session for a full refund to your original payment method.
Cancel within 24 hours, or miss a session without notice ("no-show"), and the session fee is non-refundable.

3. First-session satisfaction

If your first paid session doesn't meet your expectations, contact us within 7 days of that session. We'll offer a replacement session with a different coach or a refund of that first session — your choice.

4. Packages (e.g. 5-session)

Unused sessions in a package can be refunded on a pro-rata basis, minus any sessions already delivered at the standard single-session price.
Packages are valid for 12 months from purchase.

5. Memberships

Memberships are billed monthly and you can cancel anytime from your account. Cancellation stops future billing.
When you cancel, you keep access until the end of the current paid month. We don't charge a cancellation fee.
Part-month refunds are not provided once a billing month has started, except where required by law.

6. Right of withdrawal (EU consumers)

As an EU consumer you generally have a 14-day right of withdrawal for distance purchases. For digital services, if you ask us to start (e.g. book a session) within that period, you acknowledge that the right of withdrawal ends once the service is fully performed. Any part not yet delivered remains refundable in line with this policy.

7. How to request a refund

Email ceo@nextstepupward.com with your name and order reference. We aim to respond within 2 business days and to process approved refunds within 5–10 business days, back to your original payment method.

8. Coach cancellations

If we ever need to cancel or reschedule on our side, you'll be offered a new time or a full refund for the affected session — whichever you prefer.

9. Contact

Questions about a booking or refund? We're here to help at ceo@nextstepupward.com.