LEGAL
Cancellation & Refund Policy
Last updated: 26 August 2026
This Cancellation & Refund Policy applies to services supplied by:
PN MANAGEMENT CONSULTANT LIMITED
Company number: 08018807
Trading as: The Focus Books
Registered office: 8 Old Forge Court, Colchester Road, Elmstead, Colchester, England, CO7 7EA
Email: mrnikam@thefocusbooks.com
This Policy should be read together with our Terms and Conditions and Privacy Policy.
1. Purpose of this Policy
Our programmes involve reserved coaching time, preparation, administration, programme materials, scheduling and delivery capacity.
This Policy explains:
- your cancellation rights;
- how the 14-day statutory cancellation period works;
- what happens if you ask us to start early;
- rescheduling;
- missed sessions;
- programme withdrawal;
- refunds;
- instalment plans;
- cancellations by us; and
- differences between Consumer and Business Customer purchases.
Nothing in this Policy limits any statutory rights that cannot lawfully be excluded.
2. Consumer and Business Customers
A Consumer is an individual purchasing mainly for purposes outside their trade, business, craft or profession.
A Business Customer is a person or organisation purchasing wholly or mainly for business purposes.
Different cancellation rights may apply depending on whether you are purchasing as a Consumer or Business Customer.
3. The 14-day statutory cancellation period
If you are a Consumer purchasing a service online or otherwise at a distance, you will normally have a statutory right to cancel the contract within 14 calendar days without giving a reason.
For service contracts, the cancellation period generally starts the day after the contract is entered into.
To exercise this right, you must make a clear statement that you wish to cancel.
You do not have to use any particular wording.
You may contact us at:
4. Starting your programme within the 14-day period
Our programmes are designed to begin promptly, and some clients may wish to start before the 14-day statutory cancellation period has expired.
Where applicable, we will ask you to expressly request that we begin providing the service during the cancellation period.
If you ask us to start early and then cancel before the programme is fully performed, we may charge a reasonable and proportionate amount for the services supplied up to the point of cancellation.
This may include, where appropriate:
- coaching sessions already delivered;
- preparation completed specifically for you;
- programme materials already provided;
- administration directly connected with your programme;
- reserved professional time that has already been used; and
- other work already carried out under the contract.
Any deduction will be fair and proportionate.
5. Completion within the 14-day period
Where:
- you expressly request that the service starts during the 14-day cancellation period;
- the service is fully performed during that period; and
- you acknowledge that you will lose your statutory right to cancel once the service has been fully performed,
your statutory cancellation right may end once full performance has been completed.
This is particularly relevant to shorter services such as F.O.C.U.S. Breakthrough™.
6. Early-start acknowledgement
Where required, we may ask you to confirm wording substantially similar to:
“I expressly request PN MANAGEMENT CONSULTANT LIMITED trading as The Focus Books to begin providing my programme during my 14-day statutory cancellation period. I understand that if I cancel after the service has started, I may be required to pay for services provided up to cancellation. I also understand that if the service is fully performed during this period, I will lose my statutory right to cancel once performance is complete.”
We may retain evidence of this request and acknowledgement.
7. Cancellation within the 14-day period before any service begins
If you cancel within the applicable 14-day cancellation period before we have begun providing the service, you will normally receive a full refund of amounts paid.
8. Cancellation within the 14-day period after service has begun
If you expressly requested early performance and cancel after the service has begun but before it has been fully completed:
- we will assess the proportion of the service already delivered;
- we may deduct a reasonable amount for work already provided; and
- any remaining amount due back to you will be refunded where required.
We will not impose a charge that is disproportionate to the service actually supplied.
9. Cancellation after the statutory cancellation period
After any applicable 14-day statutory cancellation period has expired, there is no automatic entitlement to a full refund simply because you change your mind, decide not to continue, become too busy, or no longer wish to participate.
However, any cancellation charges or amounts retained must still be fair and reasonable.
When assessing a cancellation after the statutory period, we may take into account:
- coaching or consulting already delivered;
- preparation already completed;
- materials or resources already supplied;
- administration already undertaken;
- professional time already reserved and used;
- costs directly incurred;
- losses directly resulting from cancellation; and
- any costs or work we no longer have to incur because the programme will not continue.
Any amount retained will be determined reasonably in the circumstances.
10. No refund merely for lack of participation
Once a programme has lawfully commenced, you are responsible for participating in the service.
A refund will not normally be due merely because you:
- do not complete agreed actions;
- do not use materials supplied;
- do not attend available sessions;
- stop responding to communications;
- change priorities;
- become busy;
- change your mind after the applicable cancellation period; or
- do not achieve a particular desired outcome.
This is subject to your statutory rights and our obligation to provide Services with reasonable care and skill.
11. No guaranteed results
Our programmes do not guarantee any specific:
- productivity result;
- financial result;
- career result;
- business outcome;
- personal transformation; or
- performance improvement.
A lack of a particular result does not by itself entitle you to a refund where the service has been provided as agreed and with reasonable care and skill.
12. Rescheduling
If you need to move a booked session, please give us at least:
48 hours' notice.
Where at least 48 hours' notice is provided, we will normally allow you to reschedule, subject to availability.
We may agree alternative arrangements where there are exceptional circumstances.
13. Late cancellations
Where you cancel a booked session with less than 48 hours' notice, we may treat that session as used where this fairly reflects:
- the professional time reserved for you;
- preparation already undertaken;
- inability to offer the appointment to another client; and
- the circumstances of the cancellation.
We will act reasonably and consider genuine exceptional circumstances.
14. No-shows
If you fail to attend a booked session without reasonable notice, the session may be treated as used.
No automatic refund or replacement session is guaranteed for a no-show.
We may offer a replacement at our discretion where circumstances reasonably justify it.
15. Late arrival
If you arrive late, the session will normally still end at the originally scheduled time so that later appointments are not affected.
The session will not normally be extended or partially refunded because of late arrival.
Where the delay is caused by us, we will take reasonable steps to provide the agreed session time.
16. Programme completion periods
Programmes are intended to be completed within their stated period.
Current programme structures include:
F.O.C.U.S. Breakthrough™
7 days
F.O.C.U.S. Reset™
21 days
F.O.C.U.S. Performance Mastery™
6 weeks
You should make reasonable efforts to schedule and attend sessions within the programme period.
17. Client-caused delays
If completion is delayed because you:
- repeatedly reschedule;
- fail to book offered sessions;
- do not respond to reasonable contact;
- become unavailable; or
- otherwise prevent the programme from progressing,
we may set a reasonable final date for completion.
We are not required to keep unused coaching capacity available indefinitely.
Before treating unused sessions as expired, we will normally provide reasonable notice and an opportunity to book them.
18. Exceptional circumstances
We understand that genuine emergencies happen.
Where illness, bereavement, family emergency or another serious unforeseen event affects your ability to attend or continue, please contact us as soon as reasonably possible.
We may, at our discretion and subject to the circumstances:
- reschedule sessions;
- pause the programme temporarily;
- extend the completion period; or
- agree another reasonable arrangement.
This discretion does not create an automatic entitlement to a refund.
19. Programme withdrawal after commencement
If you choose to withdraw after the programme has started, please notify us in writing.
We will assess:
- what has already been delivered;
- work already carried out;
- future work no longer required;
- applicable statutory rights; and
- any direct losses arising from the cancellation.
Where a refund is legally or contractually due, we will calculate it fairly.
20. Fixed instalment plans
Where a programme is purchased using a fixed instalment arrangement, the instalments are normally a method of paying the agreed programme fee rather than a monthly subscription that can be cancelled at will.
Stopping participation does not automatically cancel future instalments.
However, we will not require or retain sums where doing so would be unlawful or amount to an unfair cancellation penalty.
If an instalment becomes overdue, we may:
- contact you;
- temporarily suspend future sessions;
- ask you to bring the account up to date; and
- take reasonable steps to recover properly due amounts.
Any recovery action will remain subject to applicable law.
21. Failed payments
Where a payment fails:
- we may ask you to update your payment method;
- programme access or future sessions may be paused until payment is resolved; and
- we will not normally provide additional paid sessions while an agreed payment remains materially overdue.
This does not affect rights relating to Services already paid for or any statutory rights.
22. Chargebacks and payment disputes
If you believe a payment is incorrect, please contact us first at:
This gives us an opportunity to investigate and resolve the issue.
Nothing in this Policy prevents you from using any lawful rights available through your payment provider.
However, knowingly making a false or misleading chargeback claim may constitute a breach of contract and we may provide relevant contractual and transaction evidence to the payment provider.
23. Cancellation by us
We may need to cancel or reschedule a session because of:
- illness;
- emergency;
- technical failure;
- circumstances outside our reasonable control; or
- another legitimate operational reason.
Where this happens, we will normally offer an alternative appointment.
24. Cancellation of an entire programme by us
If we cannot provide a material part of a programme and cannot offer a reasonable alternative, you may be entitled to an appropriate refund for the part of the service not supplied.
25. Termination for serious misconduct
We may terminate or suspend a programme where there is serious misconduct, including:
- abusive or threatening behaviour;
- harassment;
- fraud;
- unlawful activity;
- deliberate misuse of our services;
- serious breach of our Terms; or
- material non-payment.
Any refund or amount remaining payable will depend on:
- what has already been delivered;
- the circumstances of termination;
- losses reasonably caused;
- applicable law; and
- whether the customer is a Consumer or Business Customer.
26. Business Customers
Where the purchase is made wholly or mainly for business purposes, statutory consumer cooling-off rights will generally not apply in the same way.
For Business Customers, cancellation rights are governed principally by:
- the Terms and Conditions;
- this Policy;
- any written proposal or order agreement; and
- applicable law.
Unless expressly agreed otherwise in writing, Business Customers should not assume that cancelling a programme automatically gives rise to a refund.
27. Corporate-sponsored participants
Where a company purchases a programme for an employee, director or other participant, the company remains the contracting customer unless otherwise agreed.
A participant deciding not to continue does not automatically cancel the company's contractual payment obligations.
We will work reasonably with the contracting customer where substitution, rescheduling or another arrangement is appropriate.
28. Refund method
Where a refund is due, we will normally refund using the same payment method used for the original transaction where reasonably possible.
We may need information from you to process the refund securely.
29. Refund timing
Where a statutory refund is due following a valid Consumer cancellation, we will process it within the period required by applicable law.
Bank or payment-provider processing times may affect when the refund appears in your account after we issue it.
30. Promotional prices and founding prices
Where you purchase at a promotional, introductory or founding price, your cancellation and refund rights are the same as they would otherwise be under applicable law.
A promotional price does not create an additional refund entitlement.
If you cancel and later decide to purchase again, we do not guarantee that the previous promotional or founding price will still be available.
31. Transferring a programme
A programme is purchased for the person named or identified at the time of booking and is not automatically transferable to another person.
We may agree a transfer at our discretion where:
- the programme has not materially begun;
- the proposed transfer is reasonable;
- there are no legal or safeguarding concerns; and
- administration can reasonably be completed.
Corporate-sponsored programmes may be treated differently by written agreement.
32. Digital and programme materials
Where worksheets, guides, proprietary frameworks or other programme resources are provided as part of a service, cancellation or termination does not give you a continuing right to redistribute or commercially use those materials.
Your intellectual-property obligations under our Terms continue after cancellation.
33. How to cancel
To cancel a programme or exercise a statutory cancellation right, contact:
Please include:
- your name;
- the programme purchased;
- the email address used when purchasing; and
- a clear statement that you wish to cancel.
You do not need to provide a reason where you are exercising a statutory cancellation right.
34. Complaints
If you believe a cancellation or refund decision is incorrect, contact us at:
We will review the circumstances and aim to respond fairly and within a reasonable period.
Nothing in this process removes any statutory right available to you.
35. Changes to this Policy
We may update this Policy for future purchases to reflect changes to:
- our services;
- our operating processes;
- payment arrangements; or
- applicable law.
The version applying to an existing contract will normally be the version in force when you purchased, unless we agree otherwise or a change is required by law.
36. Contact details
PN MANAGEMENT CONSULTANT LIMITED
Trading as The Focus Books
Company number: 08018807
Registered office:
8 Old Forge Court
Colchester Road
Elmstead
Colchester
England
CO7 7EA