Session Cancellation Window
We operate a strict 24-hour cancellation policy for all individual sessions. If you cancel or request to reschedule your session with less than 24 hours' notice, the session will be marked as completed, and you will forfeit the full session fee. Cancellations made prior to this 24-hour window will be fully refunded or credited to your account.
Block Booking Refunds
Purchasing a block of sessions demonstrates a commitment to your goals. However, if circumstances change, unused sessions within a block booking are fully refundable within 14 days of the original purchase date. After 14 days, unused sessions remain valid for 6 months but are no longer eligible for a cash refund.
How to Request a Reschedule
To reschedule a session without penalty, log into your NXTSport account dashboard, navigate to your 'Upcoming Sessions', and select the 'Reschedule' option. You must complete this action at least 24 hours before the scheduled start time. Your coach will receive an automated notification and you can select a new available time slot.
Refund Processing Time
Approved refunds are processed immediately by our internal team. However, depending on your bank or credit card provider, it may take between 5 to 7 business days for the funds to appear on your statement. All refunds are strictly issued to the original payment method used during checkout.
Medical Cancellations
We understand that sudden injuries or severe illness can occur. Exceptions to the 24-hour cancellation rule may be granted on a case-by-case basis if you provide valid, verifiable medical documentation from a licensed physician or physiotherapist. Please contact our support team directly to request a medical exemption.
Dispute Resolution
If there is a disagreement regarding a missed session, a late arrival, or the quality of coaching delivered, please reach out to NXTSport support. We act as an impartial mediator between clients and coaches to investigate the issue and determine an equitable resolution, which may include a complimentary replacement session or a partial refund.
Need Help?
Contact us at [email protected] or write to us at The Deep Business Centre, Tower St, Hull HU1 4BG, United Kingdom.