Refund policy
Last updated: 25 July 2026
1. Scope
This Policy applies to bookings for coaching and related non-physical services purchased through KnowMePlanet. It does not limit any refund, cancellation, or other consumer right that cannot lawfully be excluded.
2. Cancellation or rescheduling by you
You may cancel a scheduled session for a full refund, or reschedule it once without an administrative fee, by contacting us at least 24 hours before the scheduled start time.
Requests received less than 24 hours before the scheduled start time are normally non-refundable and not eligible for rescheduling because the coach’s time has been reserved. We may make an exception at our reasonable discretion for verified emergencies, technical failures attributable to KnowMePlanet, or where required by law.
To request cancellation or rescheduling, email xs@topnewclub.cn and include your order number, the email used at checkout, the coach’s name, and the scheduled session time. We will confirm receipt in writing; if you do not receive confirmation, please follow up. This process does not alter when a statutory cancellation notice takes effect under applicable law.
3. Late arrival and no-show
If you arrive late, the session may still end at the originally scheduled time and no partial refund is due. If you do not attend within 15 minutes of the scheduled start time and have not agreed otherwise with the coach, you may be treated as a no-show. No-shows are normally non-refundable.
4. Cancellation or material change by us or the coach
If KnowMePlanet or the coach cancels the session, or cannot provide the service substantially as described, you may choose:
- a new appointment at no additional charge; or
- a full refund for the affected service.
We will not require you to accept a materially different coach or service without your agreement.
5. Completed services and dissatisfaction
Once a session has been fully delivered, it is normally non-refundable. Coaching outcomes depend on many personal factors, and dissatisfaction with an outcome alone does not establish that the service was defective.
This does not affect your rights where a service was not supplied with reasonable care and skill, was materially misdescribed, was not delivered, or where another mandatory legal remedy applies. Please report a service-quality concern within seven days after the session where reasonably possible, so that we can investigate promptly.
6. Statutory cancellation rights
Consumers may have statutory cancellation or cooling-off rights in addition to this Policy.
For UK consumers purchasing at a distance, a statutory cancellation period may apply. If you expressly request a service to begin during that period, you may be required to pay a proportionate amount for the service supplied before cancellation. If the service is fully performed after your express request and acknowledgement, the statutory cancellation right may end.
Taiwan consumers may have a statutory right to rescind certain distance contracts within seven days. A legally permitted exception may apply to an online service that is fully performed once begun only where the trader has given the required prior notice and the consumer has consented before supply begins. We will honour all mandatory rights applicable to your purchase.
7. Refund method and timing
Approved refunds are returned to the original payment method unless law requires otherwise. We normally initiate an approved refund within five business days. Banks, card issuers, PayPal, and other payment providers may require additional processing time, commonly up to ten business days or longer.
Any difference caused solely by currency conversion or fees charged independently by your bank or payment provider is outside our control, except where applicable law requires otherwise.
8. Chargebacks
Please contact us first if you believe a payment or service is incorrect. This does not prevent you from exercising any lawful chargeback or card-dispute right. Knowingly filing a false or duplicate payment dispute may result in suspension of access and recovery of reasonable costs where permitted by law.
9. Contact
Email: xs@topnewclub.cn
VANDERBIS LTD, Office Van 52a, 5 Brayford Square, London, E1 0SG, United Kingdom