BOOKING, CANCELLATION & REFUND POLICY

Last updated: 7 October 2026

This policy applies to bookings made through Kangoo Club Southend for regular Kangoo Jumps® rebound classes, personal coaching, private sessions, rebound shoe hire, events and other related services.

1. Booking Confirmation

Your booking is confirmed once payment has been successfully received and booking confirmation has been issued. Please check your confirmation carefully, including the date, time and location.

2. Customer Cancellation

If you can no longer attend a booked class, please contact us as soon as possible.

More than 24 hours before the class - You may request to move your booking to another suitable session, subject to availability.
Less than 24 hours before the class - Bookings are normally non-refundable and cannot be transferred.
No-show - If you do not attend your booked session without giving notice, the booking will normally be forfeited.

We may exercise reasonable discretion in exceptional circumstances.

3. Why We Have a 24-Hour Cancellation Policy

Class places are limited and are reserved specifically for the customer who books them. Late cancellations and no-shows prevent us from offering those places to other customers. The 24-hour policy therefore helps us manage limited class spaces fairly.

4. Cancellations by Kangoo Club Southend

We may need to cancel, reschedule or relocate a class because of circumstances including:

• severe or unsuitable weather;

• instructor illness or unavailability;

• venue problems;

• equipment issues;

• safety concerns;

• insufficient attendance; or

• circumstances outside our reasonable control.

Where reasonably possible, affected customers will be notified as soon as possible. Where we cancel a class and cannot provide a suitable alternative, we will offer an appropriate alternative session, credit or refund.

5. Outdoor Classes

Outdoor classes are weather-dependent. If weather or environmental conditions make the session unsafe or impractical, we may cancel, relocate or reschedule the class. We will communicate any changes to affected customers as soon as reasonably possible. Customers should check their email/messages before travelling to an outdoor class.

6. Late Arrival

Customers attending for the first time should arrive 10–15 minutes before the scheduled start time. If you arrive too late to complete the necessary equipment fitting and safety briefing, the instructor may decide that you cannot safely participate. In this situation, the booking may be treated as a late cancellation or no-show.

7. Refunds

Where a refund is due, it will normally be made using the same payment method used for the original booking. Where applicable, refunds will be processed without undue delay and within the period required by law. Nothing in this policy limits your statutory consumer rights.

8. Your Statutory Right to Cancel an Online Service Booking

Where you book a service online, you may have a statutory 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For a service contract, the normal cancellation period runs for 14 days from the day the contract is entered into.

However, fitness classes are services provided on specific dates/times, and there are important rules concerning services that begin during the 14-day cancellation period. If you expressly request that a service begins during the 14-day cancellation period, and the service is then supplied during that period, you may have to pay for the proportion of the service already supplied if you subsequently cancel. If the service is fully performed following your express request and the required acknowledgement, the statutory cancellation right can end.

Your statutory rights will always take precedence over our standard 24-hour cancellation policy where applicable.

9. Jump Passes and Packages

Where Jump Passes, multi-session packages or similar offers are available:

• they are subject to the terms displayed at the time of purchase;

• they are generally non-transferable;

• they must be used within the stated validity period;

• unused sessions do not normally carry forward beyond the expiry date; and

• individual class availability is not guaranteed.

This does not affect any statutory consumer rights that may apply.

10. Manual Payments

Where you choose bank transfer or cash payment, your booking may remain provisional until payment has been received. If payment is not received within the period communicated to you, we may release the booking space.

11. Misconduct or Safety Breaches

If a customer is refused participation or removed from a class because of serious misconduct, abusive behaviour or a serious breach of safety instructions, the booking will normally not be refunded. This does not affect statutory consumer rights.

12. How to Request a Cancellation, Transfer or Refund

Please contact:

Kangoo Club Southend
Agnese Bluma, sole trader

Email: kangooclubsouthend@gmail.com
Telephone: +44 7443 155991

Please include:

• your full name;

• booking/class date;

• booking reference, if available; and

• whether you are requesting a cancellation, transfer or refund.