Last Updated: May 22, 2026

1. Introduction

This Refund & Cancellation Policy ("Policy") applies to all purchases and subscriptions made through WORK-SELF Ltd ("WORK-SELF", "we", "us", or "our") in connection with the WORK-SELF platform, SELFWARE products, Maya AI Career Companion, physical Ritual Kits, professional coaching sessions, and Enterprise SaaS Services (collectively, the "Services").

This Policy applies to two distinct categories of customer:

• Consumers: individuals purchasing Services for personal, non-commercial use; and

• Enterprise Customers: businesses and organisations accessing Services under a commercial subscription or Order Form.

This Policy should be read alongside our Terms & Conditions and, for Enterprise Customers, any applicable Order Form or Enterprise Subscription Agreement. In the event of any conflict between this Policy and an Order Form, the Order Form prevails with respect to the Enterprise Customer relationship.

Statutory Rights

Nothing in this Policy limits or excludes any statutory rights that consumers may have under applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "CCRs"). Where statutory rights provide greater entitlements than this Policy, those rights apply.

2. Quick Reference Summary

The table below summarises our refund and cancellation terms by product or service type. Full details are set out in the sections that follow.

Product / Service	Cancellation Window	Refund Entitlement
Ritual Kit (physical)	14 days from receipt	Full refund if unused & unopened
Consumer Subscription	Any time before next renewal	Access to end of billing period; no pro-rata refund
Free Trial	Before trial ends	No charge if cancelled before conversion
One-time digital purchase	14 days (if not accessed)	Refund if content not accessed
Coaching sessions	48 hrs before session	Credit or rescheduling only
Enterprise SaaS (annual)	30 days before renewal date	See Section 6; no refund for convenience termination
Enterprise (WORK-SELF breach)	30-day cure period	Pro-rata refund of prepaid unused Fees

 

3. Physical Products – Ritual Kit

3.1 Returns Window

You may request a return of your Ritual Kit within 14 days of the date of delivery, provided the product is unused, unopened, and in its original packaging. This 14-day right of return is in addition to, and does not limit, any statutory cancellation rights you may have under the CCRs if you purchased online or at a distance.

3.2 How to Initiate a Return

To initiate a return, please contact us at orders@work-self.com within the return window, including:

• your order number;

• your name and delivery address;

• the reason for your return; and

• whether you are requesting a refund or an exchange.

We will acknowledge your return request within 2 business days and provide return instructions. Please do not return items without first receiving confirmation from us.

3.3 Return Shipping

Return shipping costs are the responsibility of the customer, except where the product is defective, damaged on arrival, or incorrect. Where we are at fault, we will provide a pre-paid return label or reimburse reasonable return shipping costs.

3.4 Refund Processing

Once we receive the returned item and confirm it is in its original, unused, and unopened condition, we will process a full refund to your original payment method within 14 days. If the returned item shows signs of use or has been opened, we reserve the right to refuse the refund or apply a reasonable restocking deduction.

3.5 Damaged or Incorrect Items

If your Ritual Kit arrives damaged or you receive an incorrect item, please contact us at orders@work-self.com within 7 days of delivery with clear photographic evidence and your order reference. We will arrange a replacement or full refund at our discretion and at no additional cost to you.

3.6 International Orders

For orders delivered outside the United Kingdom, return shipping costs and any applicable import duties on the return are the responsibility of the customer, unless the return is due to our fault. Refunds on international orders will be processed in GBP; any currency conversion costs are borne by the customer.

4. Consumer Subscriptions

4.1 Subscription Billing

Consumer subscriptions are offered on monthly or annual billing cycles, as selected at checkout. Subscriptions auto-renew at the end of each billing period at the then-current subscription rate, unless cancelled before the renewal date. You will receive a renewal reminder by email no less than 7 days before each billing date.

4.2 Free Trials

Where a free trial is offered, your subscription will automatically convert to a paid subscription at the end of the trial period unless you cancel before the trial expires. No charge will be made if you cancel before the trial ends. You will receive a reminder before your trial converts to a paid subscription.

4.3 How to Cancel a Consumer Subscription

You may cancel your subscription at any time by:

• logging into your account dashboard and selecting "Cancel Subscription"; or

• contacting support@work-self.com.

Cancellation takes effect at the end of your current billing period. You will retain access to the platform until that date. No further charges will be made after cancellation.

4.4 Consumer Refunds

Subscription Fees are non-refundable for the current billing period following cancellation, except:

• where you cancel within 14 days of your initial subscription purchase and have not materially used the Services (statutory cooling-off period under the CCRs — see Section 4.5 below);

• where there has been a billing error, duplicate charge, or technical failure that prevented access to the Services; or

• where we are required to provide a refund by applicable consumer law.

Partial or pro-rata refunds for unused days within a billing period are not available outside of the circumstances listed above.

4.5 Statutory Cooling-Off Period (UK Consumers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers purchasing digital Services online have a 14-day right to cancel from the date of purchase and receive a full refund, provided that:

• you have not expressly requested that the Services begin within the 14-day period; or

• where you have requested early access to digital content, you acknowledge that your right to cancel is lost once the content has been fully downloaded or streamed.

To exercise your statutory cancellation right, notify us at support@work-self.com within 14 days of your purchase date. We will process your refund within 14 days of receiving your cancellation notice.

4.6 Annual Consumer Subscriptions

If you purchase an annual consumer subscription and cancel within the first 14 days (and have not materially used the Services), you are entitled to a full refund under your statutory cooling-off rights. After the 14-day period, annual subscriptions are non-refundable, but you will retain platform access for the remainder of the annual term.

5. One-Time Digital Purchases & Coaching Sessions

5.1 One-Time Digital Purchases

One-time digital purchases (including individual Career Audit credits, digital guides, or standalone tools) are eligible for a refund within 14 days of purchase, provided the content has not been accessed or downloaded. Once digital content has been accessed, it is non-refundable, except where required by applicable consumer law or where there is a technical fault with the content.

To request a refund on a one-time digital purchase, contact support@work-self.com within 14 days of purchase with your order confirmation details.

5.2 Coaching Sessions – Cancellation & Rescheduling

Coaching sessions booked through the WORK-SELF platform are subject to the following cancellation terms:

• Cancellations made more than 48 hours before the scheduled session: full credit issued, which may be applied to a rescheduled session or alternative coaching product.

• Cancellations made within 48 hours of the scheduled session: no credit or refund is issued, as the coach's time cannot be reallocated at short notice.

• Cancellations by the coach: a full credit will be issued, and we will assist you with rescheduling.

• No-shows: the session fee is forfeited with no credit or refund.

Session credits issued under this section are valid for 6 months from the date of issue and are non-transferable. Coaching session packages are non-refundable once any session within the package has taken place.

5.3 Coach Marketplace – Disclaimer

Coaches accessible through the WORK-SELF platform are independent professionals, not employees of WORK-SELF. While we take reasonable steps to vet coaches, WORK-SELF is not responsible for the quality, outcome, or conduct of coaching sessions. Disputes relating to coach conduct should be raised with us at support@work-self.com and we will attempt to facilitate resolution.

6. Enterprise SaaS Subscriptions

6.1 Subscription Structure

Enterprise SaaS subscriptions operate on an annual billing cycle commencing on the start date specified in the applicable Order Form ("Subscription Start Date"). Fees for the initial annual term are invoiced in advance and are due within 30 days of the invoice date, unless otherwise agreed in the Order Form.

6.2 Auto-Renewal

Key Term  Enterprise SaaS subscriptions automatically renew for successive 12-month periods at the end of each subscription year, unless either party provides written notice of non-renewal at least 30 days prior to the end of the then-current subscription term (the "Renewal Deadline").

WORK-SELF will send an auto-renewal reminder to the Enterprise Customer's nominated billing contact no less than 45 days before the Renewal Deadline, allowing sufficient time to action non-renewal notice before the 30-day deadline.

If neither party provides non-renewal notice before the Renewal Deadline, the subscription will renew automatically and the renewal invoice will be issued for the full subsequent annual term. Renewal Fees are non-refundable once the renewal term has commenced, subject to Section 6.5.

6.3 Non-Renewal Notice

To exercise the right of non-renewal, the Enterprise Customer must provide written notice to WORK-SELF at enterprise@work-self.com no later than 30 days before the end of the then-current subscription term. The notice must:

• identify the Enterprise Customer and the relevant Order Form or account reference;

• state the intended non-renewal date (which must correspond to the end of the current subscription year); and

• be sent by an authorised representative of the Enterprise Customer.

Verbal notice, support ticket submissions, or cancellation through any channel other than written notice to enterprise@work-self.com do not constitute valid non-renewal notice for Enterprise subscriptions.

6.4 Termination for Convenience by Enterprise Customer

Enterprise Customers may terminate the Enterprise subscription for convenience during the subscription term upon 30 days' written notice. In such circumstances:

• no refund will be issued for prepaid Fees covering the remainder of the current subscription year; and

• access to the Services will continue until the end of the 30-day notice period or the end of the current subscription year, whichever is earlier, unless the parties agree otherwise.

Fees already invoiced and due for the current annual term remain payable in full, irrespective of early termination for convenience.

6.5 Termination for WORK-SELF's Material Breach

Where an Enterprise Customer terminates the Enterprise subscription due to WORK-SELF's uncured material breach of the Terms & Conditions or Order Form (in accordance with the termination provisions therein), the Enterprise Customer is entitled to a pro-rata refund of prepaid Fees attributable to the unexpired portion of the current subscription term, calculated from the effective date of termination.

To be eligible for this refund:

• the Enterprise Customer must have provided written notice of the alleged material breach to legal@work-self.com;

• WORK-SELF must have been given a 30-day cure period and failed to remedy the breach; and

• the termination notice must be submitted in writing within 14 days of the expiry of the cure period.

6.6 Termination for Enterprise Customer's Breach

Where WORK-SELF terminates an Enterprise subscription due to the Enterprise Customer's material breach (including non-payment), no refund will be issued. All outstanding Fees for the current annual term remain due and payable in full.

6.7 SLA Service Credits

Where the applicable Order Form or Service Level Agreement (SLA) provides for service credits in the event of platform downtime or service failures, such credits:

• are calculated and applied against future invoices as specified in the SLA;

• are the Enterprise Customer's sole and exclusive remedy for service availability failures; and

• are not redeemable for cash or monetary refunds.

Service credits are forfeited upon termination of the Enterprise subscription.

6.8 Seat Licence Adjustments

Requests to reduce the number of Authorised User seats during a subscription term are not eligible for a partial refund of Fees already paid for the current term. Seat reductions may be agreed for effect at the next renewal date, subject to minimum seat commitments specified in the Order Form. Requests to add seats are subject to a pro-rata uplift charge for the remainder of the current subscription year.

6.9 Professional Services

Fees for professional services (including implementation, training, and consulting) delivered under a Statement of Work (SOW) are non-refundable once work has commenced on the relevant deliverable, except in the case of WORK-SELF's material failure to deliver the agreed scope. Where professional services are prepaid and work has not yet commenced, a full refund may be requested by providing written notice to enterprise@work-self.com.

7. Billing Errors & Disputed Charges

If you believe you have been incorrectly charged or that a billing error has occurred:

• Consumer users should contact support@work-self.com within 30 days of the disputed charge with their account details and a description of the issue.

• Enterprise Customers should notify WORK-SELF in writing at enterprise@work-self.com within 15 days of the invoice date (in accordance with the disputes provision in the Terms & Conditions).

We will investigate all billing disputes promptly. Where a billing error is confirmed, we will issue a corrected invoice or refund the overcharged amount to the original payment method within 14 days of resolving the dispute. Undisputed amounts remain due and payable in accordance with normal payment terms.

8. Refund Processing

Where a refund is approved:

• Consumer refunds will be processed to the original payment method (credit card, debit card, or other method used at purchase) within 5-10 business days of approval. Stripe's standard processing times may apply.

• Enterprise refunds will be processed by bank transfer or credit note, as agreed with the Enterprise Customer, within 30 days of the agreed refund date.

• Refunds are issued in GBP. For transactions originally processed in a foreign currency, refunds will be applied in GBP at the then-current exchange rate; any currency conversion costs are borne by the recipient.

WORK-SELF does not issue refunds in cash, gift card, or cryptocurrency format.

9. Exceptions & Non-Refundable Items

The following are non-refundable in all circumstances (except where required by applicable law):

• Consumer subscription Fees for the current billing period, following the statutory cooling-off period.

• Coaching sessions cancelled with less than 48 hours' notice, or where the user did not attend.

• One-time digital purchases where the content has been accessed or downloaded.

• Enterprise Fees for the current annual subscription term, following termination for convenience by the Enterprise Customer.

• Professional services Fees where work has commenced on the agreed scope.

• SLA service credits, which are not redeemable for cash.

• Ritual Kit products that have been opened, used, or are not in their original condition.

• Gift cards, promotional credits, and discount vouchers issued by WORK-SELF.

10. Statutory Consumer Rights

If you are a UK consumer, you have statutory rights that cannot be excluded or limited by this Policy:

• Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If digital content is faulty, you are entitled to a repair, replacement, or refund.

• Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel distance contracts for goods and services, subject to the exceptions described in Section 4.5.

• If a physical product is faulty or not as described, you have the right to a repair, replacement, or refund within 30 days of purchase, or a repair or replacement within six months.

To obtain advice on your statutory rights, you may contact Citizens Advice (www.citizensadvice.org.uk) or the Citizens Advice consumer helpline on 0808 223 1133.

11. How to Contact Us

All refund and cancellation requests should be directed as follows:

• Physical product returns and order issues: orders@work-self.com

• Consumer subscription cancellations and billing queries: support@work-self.com

• Enterprise subscription non-renewal, termination, and refund requests: enterprise@work-self.com

• Legal notices and formal dispute correspondence: legal@work-self.com

Please include your account name, order or subscription reference, and a clear description of your request in all communications. We aim to acknowledge all requests within 2 business days.

12. Changes to This Policy

We may update this Policy from time to time. For Consumer users, the revised Policy will be effective upon posting to our website. For Enterprise Customers, material changes will be notified in writing no less than 30 days in advance. Continued use of the Services following notification of changes constitutes acceptance.