Refund policy

This policy covers paid Hostmatrixbase programmes invoiced from the United Kingdom. The website itself does not take payment; refunds apply to invoices we have actually issued and that you have paid.

Eligibility and timeframe

If you cancel in writing more than 14 days before the first live session of a cohort, we refund the programme fee in full, minus any card or bank charges we cannot recover. Inside 14 days, a 35% administration amount is retained if we cannot fill the seat from the waitlist.

After teaching starts

Once you have attended any live hour or downloaded recordings, refunds are partial: unused remaining weeks are credited on a simple pro-rata of the fee, less 15% for materials already issued. Missed sessions with recordings available are treated as delivered.

Non-refundable items

Matrix Retainership months already started are not refunded. Completed Signal Desk programmes are not refunded. Custom on-site days in Bar Hill, if booked separately, are non-refundable inside 10 days of the date because rooms are reserved.

Process

Email hello@hostmatrixbase.digital with your invoice number, cohort name, and whether you want cancellation or a seat transfer. We confirm in writing. Do not use the public contact form alone if you need a dated refund record; the mailbox is the official channel.

Processing time and method

Approved refunds are sent within 15 working days to the original payment method. If that rail is closed, we will ask for a UK bank account in the invoiced company name.

Cancellation by us

If we cancel a cohort, you receive a full refund or a transfer to a later intake, at your choice. We are not liable for travel booked without our written request.

Exceptions

Statutory rights for consumers under UK law remain. If a consumer cooling-off right applies to a distance contract, we will honour it. Removal for harassment (see terms) is not refunded after the first live session.