Cancellations & refunds

How to contact us

Send cancellation or refund requests to topfloorperformance@gmail.com. Include your name, account email, payment date and any booking or transaction reference.

Membership cooling-off period

When a consumer enters into a membership online, they will normally have a statutory 14-day cancellation period beginning when the contract is made. If you ask for access to begin during that period and then cancel, TFP may deduct a fair amount for the service already supplied. Any right to cancel will be confirmed as part of the online joining process.

Monthly membership cancellation

After the cooling-off period, memberships are cancelled with 30 days' written notice. Payments falling due during the notice period remain payable and membership access continues through the period paid for. Cancelling a bank instruction without notifying TFP does not by itself replace the required cancellation notice.

One-off bookings and access passes

Unless a different written arrangement applies, a paid PT workspace or treatment-room booking may be cancelled, moved once or refunded when TFP is notified at least 24 hours before its start time. Cancellations made with less than 24 hours' notice and non-attendance are not automatically refundable, although genuine exceptional circumstances will be considered.

A paid access pass may be cancelled before it becomes active. Once activated or used, any refund will reflect the access already supplied and any legal cancellation rights that apply.

If TFP cancels or cannot provide the service

If TFP cancels a paid booking or cannot provide the purchased access, you may choose an appropriate replacement or a refund for the affected service.

Payment errors and refund timing

Duplicate or incorrect payments should be reported promptly. Approved refunds are returned to the original payment method. The time taken to appear is controlled by the relevant bank or payment provider.

Your legal rights

This policy does not affect any statutory rights or remedies available under UK consumer law.