Refunds & Cancellations Policy
At Already Doing It, we aim to provide a fair, transparent process for cancellations, no-shows, late arrivals, and refunds. This policy applies to all sessions booked through our platform, whether paid directly or booked using an access code.
- You cancel at least 24 hours before the session, using the process below
- Your Uni Insider declines your booking request, or does not respond within their response window
- Your Uni Insider does not attend a confirmed session, or cannot complete it
- You raise a valid issue within 48 hours after the session, and it is approved following review
- You cancel less than 24 hours before the session
- You do not attend the session (no-show)
- You do not follow the correct cancellation process
- You raise a refund request more than 48 hours after the session
- You breach platform rules, including safeguarding (for example, being under 18 without a parent or guardian present at the start of the session)
When a session is cancelled 24 hours or more in advance, your access code is returned and your Uni Insider is not paid. For a late cancellation (less than 24 hours before) or a no-show, the access code is used and your Uni Insider is paid.
You can cancel a session yourself online up to about 10 minutes before it is due to start. After that, or once the session has started, please email hello@alreadydoingit.co.uk and we will help.
- Cancel 24 hours or more before the session and you receive a full refund, with your access code returned. Your Uni Insider is not paid.
- Cancel less than 24 hours before, or do not attend, and there is no refund. The access code is used and your Uni Insider is paid.
To reschedule, cancel and book again, or your Uni Insider may offer you alternative times.
- Your Uni Insider will wait at least 15 minutes from the start time to give you a chance to join.
- If you have not joined, they may log the absence and mark the session as a no-show. A no-show is treated as a late cancellation: no refund, the access code is used, and your Uni Insider is paid.
- If you arrive late, your Uni Insider is not required to extend the session, and is not paid extra for choosing to.
- If your Uni Insider is more than 10 minutes late but can still deliver the full booked time, you can choose to go ahead, or cancel and request a full refund.
- If your Uni Insider does not join within 15 minutes, or leaves early so the session cannot be completed, you receive a full refund. We may ask for evidence.
- Your Uni Insider is not paid where an eligible refund is due.
- They will try to rejoin straight away.
- If they are cut off for more than 5 minutes and the session cannot be completed in the full booked time, you receive a full refund.
In this case, your Uni Insider is not paid for the session.
- This is not your Uni Insider's responsibility, but they will stay available for the rest of the booked slot in case you can rejoin.
- Your Uni Insider is still paid for the session, even if it is shortened.
When you request a session, payment (or your access code) is taken to hold the time while your Uni Insider decides. A session is only confirmed once a time is agreed, and if it is never confirmed you are refunded automatically.
- If your Uni Insider declines your request, it closes and you receive an automatic full refund, with your access code returned.
- If your Uni Insider does not respond in time, the held time is released and you receive an automatic full refund.
- If your Uni Insider offers alternative times and you do not choose one within the time allowed, the held time is released and you receive an automatic full refund.
Sessions booked with an access code follow the same cancellation and refund rules as sessions paid directly. Refunds are processed through Stripe and can take up to 10 business days to appear. We cover any Stripe processing fees.
When an eligible refund is due:
- If your session was funded by a school or grant code, your access code is re-issued so you can book again.
- If you used a discount code, the amount you paid is refunded and your code is re-issued.
- If you paid in full, the amount you paid is refunded.
If something goes wrong on the day, or you experience genuine hardship, contact us within 48 hours of the session. We will review the situation and may issue a refund at our discretion, even where the standard rules would not normally allow one.
For any questions about cancellations, no-shows, or refunds, please contact:
Email: hello@alreadydoingit.co.uk
This policy applies only to institutional purchases of Already Doing It mentoring packages (a pre-agreed number of student mentoring credits) by schools or educational organisations.
- Once payment is received, mentoring credits are allocated to the school.
- Allocation is immediate and credits are non-transferable outside the school.
- No standard refunds: payments for pre-agreed packages are generally non-refundable.
- Exceptional refunds: a refund may be considered only if Already Doing It is unable to deliver the agreed mentoring package (for example, a platform technical failure preventing access).
- Refunds for partial use or change of mind will not be issued.
- Requests to cancel must be submitted in writing via email: solutions@alreadydoingit.co.uk.
- If credits have already been allocated, cancellation requests will not be approved.
- If a package has not yet been allocated, cancellation may be considered on a case-by-case basis.
- Mentoring credits should be used according to the agreed timeline with the school.
- Expired or unused credits due to school delays or non-usage are not refundable.
For any questions regarding school purchases, cancellations, or refunds:
Email: hello@alreadydoingit.co.uk
Include the school name and order number for reference.
