COACHING
1. How we collect payments
Ornata Coaching uses GoCardless, a third-party payment provider, to collect payments by Direct Debit. When you choose a plan, you are taken to GoCardless’s secure payment page, where you enter your bank details and set up your payment. Ornata Coaching does not see or store your full bank account details.
2. Monthly subscriptions
When you sign up to a monthly plan, you set up a Direct Debit mandate that authorises Ornata Coaching, through GoCardless, to collect recurring monthly payments from your bank account for the plan you have chosen, until your subscription is cancelled.
- Your first payment is normally collected shortly after you set up your Direct Debit, usually within a few working days.
- Further payments are normally collected monthly, on or around the same date each month.
- Before payments are taken, you will receive advance notice of the amount and collection date, normally by email from GoCardless on our behalf.
- If a collection date falls on a weekend or bank holiday, the payment may be taken on the next working day.
If the price of your plan is ever going to change, we will tell you in advance, and before the new amount is collected.
3. Annual plans
Annual plans are paid as a single, one-off payment collected through GoCardless, covering 12 months of coaching. The payment is normally collected shortly after you complete the GoCardless payment page.
4. If a payment fails
Sometimes a payment cannot be collected — for example, if there are insufficient funds in the account, or the Direct Debit has been cancelled. If this happens:
- we will be notified by GoCardless and will contact you to let you know;
- we may try to collect the payment again, and you will be told before any further attempt is made; and
- if we are unable to collect the payment after contacting you, we may pause your coaching until the payment is brought up to date, and may end the coaching agreement if the issue is not resolved.
If you know a payment is likely to fail, please email us as early as possible so we can try to help.
5. If you think a payment is wrong
If you believe a payment has been taken incorrectly — for example, the wrong amount, on the wrong date, or after your subscription has ended — please contact Ornata Coaching straight away at callumlaborde@gmail.com. We will look into it and, where a payment has been taken in error, we will refund it.
Direct Debits are also protected by the Direct Debit Guarantee, which is offered by banks and building societies that accept Direct Debits. Under the Guarantee, if an error is made in the payment of your Direct Debit, you are entitled to a full and immediate refund of the amount paid from your bank or building society. Full details of the Guarantee are provided when you set up your Direct Debit.
6. Cancelling your subscription
Cancelling an ongoing monthly coaching subscription requires 30 days’ notice by email to callumlaborde@gmail.com. Payments that fall due during the notice period will still be collected. You can cancel your Direct Debit with your bank at any time, but this does not by itself cancel your coaching agreement or replace the notice requirement. Full details are in our Cancellation & Refund Policy.
7. Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law, including your right to cancel within 14 days of signing up online, and your rights under the Consumer Rights Act 2015.