This policy explains what happens if you cancel or need to move a coaching session, if a coach cancels or is late, or if there is a problem with the service.
This policy forms part of the Insider Match Candidate Terms and Conditions. Nothing in it limits any rights you have under applicable consumer law.
1. Who this policy applies to
This policy applies to coaching sessions booked with Insider Match Limited through the Insider Match website, Cal.com booking pages, or another booking method approved by us.
You can contact us at contact@insider-match.com.
Company number: 16927765
Registered office: recorded on the Companies House public register
2. At a glance
- You can cancel a session directly through the cancellation link in your Cal.com confirmation email. You do not need to email Insider Match separately.
- To move a session to another time, contact Insider Match before cancelling. Rescheduling is managed by us so that the coach, calendar invitation, meeting link and preparation workflow are updated correctly.
- A cancellation or reschedule request made more than 24 hours before the session normally qualifies for a full refund, initiated within two business days, or a free reschedule.
- A cancellation or reschedule request made within 24 hours of the session is normally treated as late and is normally non refundable.
- If the coach cancels, does not attend, or is more than 15 minutes late, you can choose a priority rebook or a full refund.
3. How to cancel a session
You may cancel a session directly by using the cancellation link in your Cal.com confirmation email.
Your cancellation takes effect when Cal.com confirms that it has been submitted successfully. You do not need to send Insider Match a separate cancellation email. Please keep the Cal.com cancellation confirmation for your records.
If you cancel more than 24 hours before the scheduled start time, we will initiate a full refund to your original payment method within two business days of receiving the Cal.com cancellation notification. You do not need to make a separate refund request.
If you cancel within 24 hours of the scheduled start time, the session is normally treated as used and no refund is normally available. This reflects the time reserved for you and preparation that may already have taken place.
If serious or exceptional circumstances apply, cancel the session through Cal.com first and then contact contact@insider-match.com to ask us to review the refund position.
Where consumer law requires a refund or another remedy, those rights will continue to apply.
4. How to reschedule a session
Rescheduling is managed by Insider Match so that the coach, calendar invitation, meeting link, preparation workflow and payment record are updated correctly. Self-service rescheduling is not available through Cal.com.
To request a reschedule, email contact@insider-match.com with:
- Your name
- Coach alias
- Session type
- Original session date and time
- Your preferred alternative dates or times
Do not cancel the booking through Cal.com if you want to reschedule. Contact Insider Match first. If you cancel the booking yourself, it will be treated as a cancellation rather than a reschedule.
If you contact us more than 24 hours before the scheduled start time, you may reschedule free of charge, subject to your coach's availability.
A change requested by the coach does not count against you.
We ask only that you keep changes reasonable. If a session is moved repeatedly, we may ask you to make a fresh booking.
A reschedule request made within 24 hours of the session is normally treated as a late change. A free reschedule is not normally available, although we may consider serious or exceptional circumstances.
5. Candidate lateness and non attendance
Please join the session on time.
The coach will normally wait for 10 minutes after the scheduled start time.
If you join late, the session will normally finish at the original end time.
If you have not joined after 10 minutes, the coach may end the session and the booking will normally count as used. No refund or free reschedule is normally available.
Please contact us as soon as possible if an emergency prevented you from attending.
6. Preparation form and supporting documents
After booking, you will be asked to complete a short preparation form and may be asked to provide a CV, job description or other relevant information.
The session remains booked if the form is incomplete or submitted late.
The coach may be unable to personalise the session fully if the form and supporting materials are not received at least 24 hours before the session.
A missing or late preparation form does not by itself create a right to a refund.
7. If the coach cancels or needs to move the session
If the coach asks to move the session, you may:
- Accept the proposed new time
- Ask Insider Match to find another suitable time or coach
- Request a full refund
If the coach cancels or does not attend, you may choose:
- A priority rebook with the same coach
- A suitable alternative coach
- A full refund
Any change requested by the coach will be managed by Insider Match. We will update the calendar event and notify the affected parties.
8. Coach lateness and shortened sessions
If the coach is more than 15 minutes late, you may end the booking and choose a full refund or a priority rebook.
If you agree to continue, the coach should provide the full booked duration where reasonably possible.
A session is considered materially shortened where, for reasons attributable to the coach or Insider Match:
- Less than 40 minutes of a CV Strategy session is delivered
- Less than 45 minutes of an Interview Coaching or Mock Interview session is delivered
These thresholds do not apply where time was lost because the candidate joined late, had technical problems, or chose to end the session early.
Where a session is materially shortened, we may offer completion, a rebook, a partial refund or a full refund, depending on the circumstances.
9. Technical problems
Both the candidate and coach should make reasonable efforts to reconnect or use an alternative meeting link.
If a major technical failure is caused by the coach's setup or an Insider Match system and the session cannot be delivered properly, you may choose a rebook or a refund.
If the problem is caused by the candidate's device, internet connection or environment, the session will normally continue for the remaining booked time and no refund is normally due.
Where responsibility is unclear, Insider Match will review the available information and aim for a fair outcome.
10. Written follow up and deliverables
The written follow up included with your selected service is normally provided within 24 hours after the session.
The included deliverable depends on the service booked:
- CV Strategy includes written bullet feedback and priority improvements
- Interview Coaching includes a written strengths and gaps summary and practice plan
- Mock Interview includes a formal scorecard, top improvements, a readiness signal and practice tasks
If you have not received the required deliverable, contact us.
If it remains missing 48 hours after the session, we may arrange completion within an agreed period, a remedial session, a partial refund or a full refund, depending on the importance of the missing work.
11. Service quality concerns and complaints
If you believe that the session was not delivered as booked, the coach behaved unprofessionally, or the service fell materially below a reasonable standard, email contact@insider-match.com as soon as possible and preferably within 48 hours of the session.
A later report does not remove any statutory rights you may have.
Please explain:
- What happened
- The booking reference and session details
- The outcome you are requesting
We may ask the coach for their account and review booking records, messages, deliverable records and other relevant information.
We aim to issue a decision within 5 business days after receiving the information reasonably needed to review the matter.
Possible outcomes include:
- No further action
- Completion or repeat performance
- A rebook with the same or another coach
- A partial refund
- A full refund
12. Fourteen day cancellation right for online bookings
Where UK consumer cancellation rules apply, you normally have 14 days from the date the booking contract is made to cancel without giving a reason.
If you ask Insider Match to begin providing the service during that period, including coach preparation or a session scheduled within the period, you may have to pay a proportionate amount for work completed before you cancel.
If the service has been fully performed after your express request and acknowledgement, you may lose the statutory right to cancel that completed service.
The commercial 24 hour rules in this policy are additional to, and do not replace, any statutory cancellation right that applies.
You may exercise a statutory cancellation right by using the Cal.com cancellation link. Your Cal.com cancellation is sufficient notice and you do not need to email us separately.
You may also cancel by emailing contact@insider-match.com with a clear statement that you wish to cancel.
A model cancellation form is available at /legal/cancellation-form, but you are not required to use it. The Cal.com cancellation link, or a clear email statement, is equally valid notice.
13. Refund method and timing
Approved refunds are normally returned to the original payment method.
Where you cancel more than 24 hours before the session and a full refund is due under this policy, Insider Match will initiate the refund within two business days of receiving the Cal.com cancellation notification.
Where a statutory cancellation right applies, the refund will be issued within the period required by law.
Other approved refunds are normally initiated within 5 business days of our decision.
Your bank, card provider or payment service may take additional time to display the refund.
We do not normally refund foreign exchange charges, bank charges or other fees imposed by your payment provider unless required by law.
14. Chargebacks
Please contact Insider Match before starting a chargeback where possible so that we can investigate and try to resolve the issue.
We may suspend future bookings where we reasonably believe that a chargeback is fraudulent or abusive.
Nothing in this section limits any lawful right to challenge a payment.
15. Changes to this policy and statutory rights
The version of this policy in force when you book will normally apply to that booking.
We may update this policy from time to time. A change will not reduce rights attached to a booking already made unless required by law or agreed with you.
Services must be provided with reasonable care and skill. Where they are not, consumer law may provide rights to repeat performance or a price reduction.
Nothing in this policy excludes or restricts rights or liability that cannot lawfully be excluded or restricted.
Questions about this document? Email contact@insider-match.com.