Refunds & Cancellations Policy
At Already Doing It, we aim to provide a fair, transparent process for cancellations, no-shows, late arrivals, and refunds. This policy applies to all sessions booked through our platform, whether paid directly or booked using an access code.
- You cancel at least 24 hours before the session, using the process below
- Your Uni Insider declines your booking request, or does not respond within their response window
- Your Uni Insider does not attend a confirmed session, or cannot complete it
- You raise a valid issue within 48 hours after the session, and it is approved following review
- You cancel less than 24 hours before the session
- You do not attend the session (no-show)
- You do not follow the correct cancellation process
- You raise a refund request more than 48 hours after the session
- You breach platform rules, including safeguarding (for example, being under 18 without a parent or guardian present at the start of the session)
When a session is cancelled 24 hours or more in advance, your access code is returned and your Uni Insider is not paid. For a late cancellation (less than 24 hours before) or a no-show, the access code is used and your Uni Insider is paid.
You can cancel your session yourself, at any time before it starts.
Look for the cancel link in your booking emails. It is in the email confirming your session, and in the earlier email confirming your request was sent. Click it and follow the confirmation. You do not need an account or a password.
If you cancel 24 hours or more before your session, your place is released and any payment is refunded in full. If you used an access code, it becomes available again so you can book another session.
If you cancel less than 24 hours before, your place is still released, but we cannot refund the payment. Your Uni Insider set that time aside and is paid for it.
Once your session has started, the link no longer works. Email us at hello@alreadydoingit.co.uk and we will help.
To move your session to a different time, cancel it and book again. There is no separate reschedule step. As long as you cancel 24 hours or more before, your payment or access code is protected, and you can book any Uni Insider who suits you better.
- Your Uni Insider will wait at least 15 minutes from the start time to give you a chance to join.
- If you have not joined, they may log the absence and mark the session as a no-show. A no-show is treated as a late cancellation: no refund, the access code is used, and your Uni Insider is paid.
- If you arrive late, your Uni Insider is not required to extend the session, and is not paid extra for choosing to.
- If your Uni Insider is more than 10 minutes late but can still deliver the full booked time, you can choose to go ahead, or cancel and request a full refund.
- If your Uni Insider does not join within 15 minutes, or leaves early so the session cannot be completed, you receive a full refund. We may ask for evidence.
- Your Uni Insider is not paid where an eligible refund is due.
- They will try to rejoin straight away.
- If they are cut off for more than 5 minutes and the session cannot be completed in the full booked time, you receive a full refund.
In this case, your Uni Insider is not paid for the session.
- This is not your Uni Insider's responsibility, but they will stay available for the rest of the booked slot in case you can rejoin.
- Your Uni Insider is still paid for the session, even if it is shortened.
- Every session runs on a Google Meet link, created automatically through your Uni Insider's connected calendar.
- If no link has been created 20 hours before your session, we cancel it automatically and email you both.
- You receive a full refund, and any access code is returned for you to use again.
- In this case, your Uni Insider is not paid for the session.
- A session cancelled this way is not recorded as a cancellation against you or your Uni Insider.
When you request a session, payment (or your access code) is taken to hold the time while your Uni Insider decides. A session is only confirmed once a time is agreed, and if it is never confirmed you are refunded automatically.
- If your Uni Insider declines your request, it closes and you receive an automatic full refund, with your access code returned.
- If your Uni Insider does not respond in time, the held time is released and you receive an automatic full refund.
- If your Uni Insider offers alternative times and you do not choose one within the time allowed, the held time is released and you receive an automatic full refund.
Sessions booked with an access code follow the same cancellation and refund rules as sessions paid directly. Refunds are processed through Stripe and can take up to 10 business days to appear. We cover any Stripe processing fees.
When an eligible refund is due:
- If your session was funded by a school or grant code, your access code is re-issued so you can book again.
- If you used a discount code, the amount you paid is refunded and your code is re-issued.
- If you paid in full, the amount you paid is refunded.
If something goes wrong on the day, or you experience genuine hardship, contact us within 48 hours of the session. We will review the situation and may issue a refund at our discretion, even where the standard rules would not normally allow one.
For any questions about cancellations, no-shows, or refunds, please contact:
Email: hello@alreadydoingit.co.uk
This policy applies only to institutional purchases of Already Doing It mentoring packages (a pre-agreed number of student mentoring credits) by schools or educational organisations.
- Once payment is received, mentoring credits are allocated to the school.
- Allocation is immediate and credits are non-transferable outside the school.
- No standard refunds: payments for pre-agreed packages are generally non-refundable.
- Exceptional refunds: a refund may be considered only if Already Doing It is unable to deliver the agreed mentoring package (for example, a platform technical failure preventing access).
- Refunds for partial use or change of mind will not be issued.
- Requests to cancel must be submitted in writing via email: partnerships@alreadydoingit.co.uk.
- If credits have already been allocated, cancellation requests will not be approved.
- If a package has not yet been allocated, cancellation may be considered on a case-by-case basis.
- Mentoring credits should be used according to the agreed timeline with the school.
- Expired or unused credits due to school delays or non-usage are not refundable.
For any questions regarding school purchases, cancellations, or refunds:
Email: hello@alreadydoingit.co.uk
Include the school name and order number for reference.
This policy applies to programmes funded by universities and other institutional funders, where a pre-agreed pool of sessions is delivered to students in participating schools. Where a signed institutional agreement is in place, the terms of that agreement take precedence over this policy.
Programmes are invoiced to the funding institution. Once payment is received, the agreed pool of sessions is allocated to the programme and access codes are issued to participating schools. Sessions are pooled across participating schools rather than fixed per school, so sessions are used where demand is strongest.
Session-level issues, such as a near-peer mentor being unable to attend, a cancellation, or a technical failure, follow the same rules as our general policy above, with one difference: where a funded session is eligible for a refund, the session is returned to the programme pool rather than refunded in cash, so no funded session is ever lost to a delivery issue.
Sessions unused at the end of the agreed programme period are not refundable, but roll over into the following term as set out in the programme agreement. Sessions unused because the funding institution or its schools do not complete their agreed steps (such as mentor nominations or activation sessions) are not refundable and roll over as above. Sessions unused due to school delays or non-participation are managed within the pooled allocation.
Requests to cancel a programme must be made in writing to partnerships@alreadydoingit.co.uk. If delivery has not yet begun (before mentor onboarding and code issue), cancellation may be accepted with a refund of the amount paid, less reasonable costs already incurred. Once delivery has begun, programmes are non-refundable and the remaining sessions run as agreed.
If Already Doing It is unable to deliver the agreed programme, the funding institution is entitled to a pro-rata refund for undelivered sessions, paid by bank transfer to the paying institution.
For any questions regarding funded programmes:
Email: partnerships@alreadydoingit.co.uk
Please include the institution name and programme reference.
