Cancellation and Rescheduling Policy

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Last Updated: August, 5 2026

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1. What this Policy covers

This Policy governs the cancellation and rescheduling of Sessions booked through the Sage Nest platform (the “Platform”). It forms part of, and should be read together with, the Consumer Terms. Capitalised terms have the meaning given to them in the Consumer Terms.

As explained in the Consumer Terms, the contract for your Session (the Service Contract) is formed directly between you and the Expert: the Expert is your contracting party, the provider of the Services and the merchant of record for your payment.

This Policy is the cancellation and rescheduling policy that applies to your Service Contract with the Expert. Sage Nest applies it, and administers cancellations, rescheduling and refunds, on the Expert’s behalf as the Expert’s agent.

All time limits in this Policy are calculated by reference to the scheduled start time of the Session shown in your Booking confirmation, in the time zone displayed there.

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2. Cancellation by you

You may cancel a Booking at any time through your account on the Platform. The refund you receive depends on how much notice you give:

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A failure to attend a Session without prior cancellation (a “no-show”) is treated as a cancellation with less than 12 hours’ notice. For Sessions delivered online, Section 5 also applies.

Cancellation takes effect when it is registered on the Platform, not when you decide to cancel or contact the Expert directly. If you experience technical difficulties cancelling through the Platform, contact [email protected] before the relevant deadline; the time of your email will be decisive.

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3. Rescheduling by you

Instead of cancelling, you may reschedule a Session to a new time offered by the same Expert, subject to the following conditions:

• One reschedule per Booking. Each Booking may be rescheduled once. After a Booking has been rescheduled, it may no longer be rescheduled again; it may only be attended or cancelled under Section 2.
• Minimum notice. A reschedule request must be submitted more than 12 hours before the scheduled start of the Session. Within the final 12 hours, rescheduling is no longer available.
• No charge. Rescheduling within these conditions is free of charge.

Effect of rescheduling on later cancellation. Rescheduling cannot be used to avoid the refund tiers in Section 2: the applicable tier is determined by reference to the point of nearest approach to a Session that your Booking has reached. In practice, if you cancel a rescheduled Booking, the tier applied is based on the shortest notice period reached relative to either the original or the rescheduled start time, whichever is less favourable to you. For example: if you reschedule a Session 13 hours before its original start time and later cancel the rescheduled Session more than 24 hours before its new start time, the 12–24 hour tier (50% refund) still applies, because your Booking had already come within 24 hours of the original Session.

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4. Cancellation or rescheduling by the Expert

Experts are independent professionals and, exceptionally, may need to cancel or move a Session. If the Expert cancels a Session, or proposes a new time that does not work for you, you are entitled to a full refund of everything you paid for that Session, regardless of when the cancellation occurs. The refund is administered by Sage Nest on the Expert’s behalf. Alternatively, you may choose to accept a new time offered by the Expert at no charge; this does not count as your one reschedule under Section 3.

If the Expert fails to attend a Session, you are entitled to a full refund. Repeated cancellations or failures to attend by an Expert may lead to the Expert's suspension or removal from the Platform under the Expert's agreement with Sage Nest.

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5. Online Sessions: access link and attendance

Where a Session is delivered online, the video connection is arranged by the Expert, not by Sage Nest. The Expert sends you the access link by email, to the email address shown in your Booking confirmation. Sage Nest does not generate, transmit or store the link and keeps no record of it. Please check your spam or junk folder if the link does not appear to have arrived.

Under the Expert’s agreement with Sage Nest, the Expert must send the link at least 24 hours before the scheduled start of the Session, or, where the Session is booked less than 48 hours in advance, within 2 hours of confirmation of the Booking and in any event no later than 1 hour before the scheduled start. The link must give access to the Session without requiring you to pay, to subscribe or to register an account, and must remain valid for the duration of the Session.

If you have not received the access link, you must report this to [email protected] no later than 24 hours after the scheduled start of the Session. If your report reaches us within that period and the Expert is unable to produce evidence that the link was sent to the correct address within the time limits above, the Session is treated as cancelled by the Expert and you are entitled to a full refund under Section 4. Sage Nest holds no record of whether the link was sent and makes no finding as to what occurred between you and the Expert; this Section states a default rule allocating the risk of non-delivery, and it does not affect any right you may have against the Expert. A report received after that period is dealt with under Section 2.

If the access link is received but the Session cannot take place, or is materially interrupted, because the connection arranged by the Expert does not work or cannot be used as described above, you may choose between a free reschedule (which does not count as your one reschedule under Section 3) and a full refund. You must report this to [email protected] no later than 24 hours after the scheduled start of the Session.

If you do not join an online Session, the Expert will wait 15 minutes from the scheduled start before the Session is treated as a no-show under Section 2. Where, for the same Session, the Expert reports that you did not attend and you report that the access link was not received, this Section prevails unless the Expert produces the evidence described above.

Connection problems attributable to your own equipment, software or internet connection do not entitle you to a refund, but the Expert may, at their discretion, agree to reschedule.

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6. Technical problems

The Platform is used to make, pay for, reschedule and cancel Bookings, and to send you the confirmation and the details of your Session. It is not used to deliver Sessions.

If a Session does not take place because of a failure of the Platform in those functions — for example, if your Booking confirmation is not delivered to you, or the date, time or time zone of the Session is not correctly communicated — you may choose between a free reschedule (which does not count as your one reschedule under Section 3) and a full refund. This is a specific remedy that applies notwithstanding the general statements in the Consumer Terms that the Platform is provided “as available”.

If you are unable to reach the Platform in order to cancel or reschedule, Section 2 applies.

If a Session does not take place, or is not properly delivered, for any other reason, Sections 4 and 5 apply.

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7. Refunds

Refunds under this Policy are refunds of the Expert Fee and are administered by Sage Nest on the Expert’s behalf. They are made automatically to the payment method used for the Booking, via the Platform’s payment provider (Stripe). Refunds are initiated promptly once they fall due under this Policy; depending on your bank or card issuer, the amount will normally reach you within 5–10 business days. Refunds always include the proportionate part of any VAT paid.

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8. Your statutory right of withdrawal

As a consumer in the EU/EEA, you have the right to withdraw from the Service Agreement with the Expert within 14 days of the Booking, without giving any reason, pursuant to Directive 2011/83/EU and the applicable national implementing legislation. This right exists towards the Expert as the provider of the Services; Sage Nest handles the withdrawal process and any resulting refund on the Expert’s behalf, as described in clause 8 of the Consumer Terms.

Because Sessions are services that you may want to receive before the 14-day period ends, the booking flow asks you to expressly request that the Session be performed during the withdrawal period, and to acknowledge that:

• if the Session has been fully performed, you lose the right of withdrawal; and
• if you withdraw after performance has begun but before it is complete, you must pay the Expert a proportionate amount for the part already performed, and will be refunded the remainder.

Where the statutory right of withdrawal applies and has not been lost, it prevails over the tiers in Section 2. This Policy is a commercial policy: it never limits any right you have under mandatory consumer protection law, including in case of non-performance or defective performance of the Services.

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9. Group Sessions and vouchers

Additional or different cancellation conditions may apply to group events and to Sessions paid with a corporate or prepaid voucher; where that is the case, the specific conditions are displayed before you book and prevail over this Policy to the extent of any conflict. Where a refund falls due for a Session paid with a prepaid voucher or code, the refund is credited back to the voucher balance rather than paid in cash, unless mandatory law requires otherwise.

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10. Contact

Questions about this Policy or about a specific cancellation or refund can be sent to [email protected].