Refund policy
Last updated 19 August 2026. This site does not take payment. Refunds apply to seats paid by invoice after written confirmation.
Eligibility
A refund request must come from the named payer or the named participant with the payer copied. Seats purchased as a gift remain eligible if the participant has not attended a live session.
Timeframe for a full refund
If you cancel in writing more than fourteen days before the first live session of that seat, we refund the studio fee in full. Distance-selling cooling-off for consumers in the UK is fourteen days from the day after the contract is formed, unless you ask us to start the studio inside that window and acknowledge that the right may reduce.
Partial refunds
If you cancel between fourteen days and forty-eight hours before the first live session, we retain 30% of the studio fee for reserved tutor time and refund the rest. After the first live session of a cycle, we refund unused weeks on a simple fraction (remaining live weeks divided by total live weeks) minus a £40 administration amount, unless a consumer cooling-off right still applies in full.
Non-refundable items
Travel, lodging, and meals you arranged yourself are never refunded by us. Printed materials already posted are not refunded. A Matrix Residency’s reserved in-person afternoons, once the travel date is locked in writing, are non-refundable as a line if we have already booked the room, though the remaining remote weeks may still be apportioned.
Refund process
Write to hello@vaultmatrixhub.digital with the invoice number and the seat name. We confirm receipt within three working days and say whether the request is full, partial, or declined with reasons.
Processing time and method
Approved refunds travel by the original payment method within seventeen working days of approval. We do not send cash. If the original method is closed, we will ask for another UK account in the payer’s name.
Cancellation by us
If we cancel a cycle, you may move to a later cycle or receive a full refund of the studio fee. We are not responsible for your travel bookings.
Exceptions
We may refuse a refund if claim cards or recordings were shared in breach of the terms, or if we reasonably believe the request is fraudulent. Illness: we will offer a transfer to the next equivalent cycle without extra fee if you write before the third live session; that transfer is instead of a cash refund unless consumer law requires otherwise.
Contact for refund requests
hello@vaultmatrixhub.digital · 070 7167 7755 · 45 Golf Road; City: Swayfield; Zip code: NG33 6FQ; Country calling code: +44; Country: United Kingdom.