A chargeback raised against a session that was booked, held and delivered is still fraud, however friendly the name. Every payment carries the slot it was bought for, so what was agreed, and for when, is on the record from the moment you pay — which makes a dispute of this kind slow for you and straightforward for us to answer.

If something has gone wrong, tell us first. We would far rather put it right ourselves than leave it to your bank.

The time you book is set aside in the diary for you alone. While it is held we cannot offer it to anyone else, so a slot that goes unused is simply lost — which is why bookings are not refunded. If something comes up, tell us before your slot and we will move it: we would far rather rearrange than have you lose it.