Cancellation Policy

All purchases of credit packs or subscriptions are final. Subscriptions need to be cancelled before the next payment date or else you will be charged for the next month. Frame reserves the right to cancel a session at any time for any reason. No notice is required to cancel a session, however, it is at their discretion if payments will be refunded to organisers or made to instructors.

Organisers

If a session plan has been approved and paid for by an organiser and they wish to cancel the session then they are liable for the full amount and will not receive a refund.

Instructors

Instructors are not permitted to cancel a session or change details without first getting approval from the organiser. If an instructor is absent or late then it is at the discretion of the organiser whether a full payment is made or it is adjusted. 

External factors

Frame reserves the right to process refunds and make payments in the event of any of the following external factors, however, they will be taken on a case by case basis and Frame’s decision is final. An investigation will be conducted and suitable evidence will be requested.

Weather

Cycle training is an all-year round and all-weather activity, however, if there are extremes in weather or temperature that impact the viability of the session due to safety reasons then it needs to be mutually agreed by the organiser and instructor that the session will be cancelled. An instructor’s role is to provide information about how the conditions will impact the session and the organiser’s role is to endeavour to make alternative arrangements. 

Lack of suitable equipment

It is the responsibility of the organiser to ensure that all equipment isn’t faulty or the wrong size to ensure that the instructor can complete the delivery of the session. However, the instructor should take reasonable steps to make adjustments and repair equipment. Failure to do so may result in suspension.

Rider Absence

It is the responsibility of the organiser to ensure that the session has the agreed number of riders. Organisers may substitute riders in the event of absences at the instructor’s discretion and they have final say. If there are no suitable alternatives then the instructor will be paid in full.