Refund policy

Refund & Cancellation Policy

Last Updated: July 2026

At The BA Experience, we're committed to delivering practical, high-quality Business Analysis training, coaching and mentoring. We want you to purchase our services with confidence, so we've set out our refund and cancellation policy below.

By purchasing any of our products or services, you agree to this policy.

1. Digital Training Products

This section applies to:

  • The BAsics
  • The BA+

These products consist of digital learning materials that are made available immediately after purchase.

When Access is Given

Access to your course will normally be provided on the day of purchase. By purchasing a digital training product, you expressly request that we begin supplying the digital content before the end of the statutory 14-day cancellation period. You acknowledge that once access has been granted, you lose your statutory right to cancel in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Once access has been granted, purchases are non-refundable except where required by law.

Faulty or Inaccessible Content

If you experience a genuine technical issue that prevents you from accessing your course, please contact us as soon as possible.

Where appropriate, we will:

  • restore your access,
  • resolve the technical issue,
  • provide an alternative method of access

2. Personalised Coaching

This section applies to:

  • Personalised Coaching

Your package includes 3 hours of one-to-one coaching, which may be scheduled at times convenient to both parties within 3 months of purchase.

Booking Sessions

Sessions are arranged directly with The BA Experience.

Unused coaching hours expire three months after the purchase date unless otherwise agreed in writing.

Rescheduling

You may reschedule a booked session by providing at least 48 hours' notice.

Where sufficient notice is given, there is no charge to rearrange your session.

Late Cancellations

If you cancel with less than 48 hours' notice, the booked session will be deducted from your remaining coaching hours.

Missed Appointments

If you fail to attend a scheduled session without notifying us, the session will be treated as delivered and deducted from your remaining coaching hours.

Refunds

Once coaching has commenced, refunds are not available for unused coaching hours except where required by law or at our sole discretion in exceptional circumstances.

3. The Full BA Experience

This section applies to:

  • The Full BA Experience

Your package includes 12 hours of personalised one-to-one mentoring.

Sessions are arranged directly with your mentor at mutually convenient times.

Unused mentoring hours must be used within 12 months of purchase, unless otherwise agreed.

Rescheduling

Sessions may be rescheduled with at least 48 hours' notice.

Late Cancellation

Sessions cancelled with less than 48 hours' notice will be deducted from your remaining mentoring allocation.

Missed Sessions

Failure to attend a scheduled mentoring session without notice will result in that session being treated as delivered.

Refunds

Once mentoring has begun, partial refunds are not available for unused mentoring hours except where required by law or in exceptional circumstances at our discretion.

4. The Performance Lab

The Performance Lab is a bespoke corporate training service delivered to business clients.

Cancellation terms, payment schedules and any applicable deposits will be agreed with the client before work begins and will form part of the contractual agreement for that engagement.

5. If We Need to Cancel

If The BA Experience is unable to deliver a scheduled coaching or mentoring session due to illness or unforeseen circumstances, we will contact you as soon as possible to arrange an alternative appointment.

If we are unable to provide the agreed service within a reasonable timeframe, we will offer an appropriate refund for any undelivered services.

6. Payment Disputes & Fraud Prevention

We reserve the right to refuse refunds where there is evidence of misuse, fraudulent activity, abuse of our services, or breach of our Terms & Conditions.

This includes, but is not limited to:

  • attempts to obtain access to training materials before requesting a refund where no statutory refund right exists;
  • chargeback abuse;
  • unauthorised account sharing;
  • providing false information when purchasing our services.

Nothing in this section limits your statutory rights under UK consumer law.

7. How to Request a Refund

If you believe you are entitled to a refund, please contact us by email with:

  • your full name;
  • your order number (if applicable);
  • the product or service purchased;
  • the reason for your request.

We aim to respond within five working days.

Where a refund is approved, it will normally be processed using the original payment method within 10 working days, although your bank or card provider may take longer to credit the funds.

8. Your Statutory Rights

Nothing in this Refund & Cancellation Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.