Terms of Booking

Cancellation Policy

Open courses: We hate unnecessary rules and regulations as much as the next person, so we’ve tried to make our cancellation policy for courses and coaching as simple and transparent as possible. Ideally, we wouldn’t even have a policy, however in the real world there are costs that we incur on your behalf long before you arrive at one of our seminars. So here it is, if you have to cancel a place on one of our courses or events:

  • Up to 30 days before the date your course is due to start, we will offer you a full refund, the chance to switch dates where available, or a 100% credit against other 91Untold courses. Alternatively, we can arrange for a name change if you are unable to attend in person for any reason
  • From 29 days to 15 days before your course is due to start, you’re entitled to a 50% refund, the chance to switch dates where available, or a 100% credit against other 91Untold courses. Alternatively, we can arrange for a name change if there is someone else who would like to attend in your place.
  • Less than 15 days before the date your course is due to start, no refund or credit note will be permitted except at our discretion. Sorry. However, we will be pleased to make name changes up to 24 hours before course commencement.

If you do need to cancel or make changes to your booking please email us or send a message through the 91untold.com website, (obviously we must receive your email in advance of any cut off dates in order to process any eligible refund).

Coaching & Supervision: Because our coaches, supervisors and practitioners are busy people we hope you’ll understand that they will need at least 48 working hours notice to cancel or reschedule coaching or supervision sessions. If you do need to cancel or reschedule your session please email your coach directly. Unfortunately, if you cancel or need to transfer with less than 48 working hours notice, you will not receive a refund except, at our discretion, in exceptional circumstances. In the event of repeated cancellation or postponement it is at the coach’s or 91Untold’s discretion to refuse future bookings.

In-house Training: In the event that a confirmed booking with agreed dates needs to be cancelled there will be no cancellation fee up until 4 calendar weeks before delivery date (although any agreed expenses already incurred by 91Untold, such as but not restricted to hotel and flight bookings will remain liable for reimbursement). Cancellations between 4 and 1 calendar weeks will be liable for a cancellation fee of 50% of booking cost plus any agreed (and incurred) expenses. Less than one calendar week 100% of booking cost will be liable, plus reasonable expenses. Rescheduling will be permitted up to 28 days before an agreed event date. Between 27 and 14 days a rescheduling fee of 25% (plus incurred expenses) is payable and between 13 and 8 days a rescheduling fee of 50%  (plus incurred expenses) is payable. No rescheduling is possible up to 7 days before an agreed event.


Our prices may vary from time to time and we occasionally offer specific discounts. We are not liable to refund any fee differences that may arise due to delegates booking at different times or in different ways. In the event of money not being paid upfront any invoiced amounts shall be due and payable within 28 days of receipt of invoice. Should a purchase order be required for payment of the invoice, it is the delegate’s responsibility to ensure that 91Untold have the full details and agreed purchase order before the products or services are supplied. Attendance for Events will only be secured when full payment has been received or you have accepted any payment plan (all payment plans must be agreed in writing by 91Untold). Full payment for all programmes must be received prior to programme starting unless a payment plan has been arranged and agreed and set up with 91Untold. Furthermore, we reserve the right to refuse you admission to, or participation in, an Event or Coaching where full payment has not been received prior to commencement or a valid payment plan agreed and honoured, in such cases any costs incurred by the company will remain payable.


Time and Date: The times and dates of delivery specified by 91Untold are an estimate only. Time and dates for delivery shall not be of the essence of the agreement and we shall not be liable for any loss, costs, damages, charges or expenses caused directly or indirectly by any delay or overrun in the delivery of the programme

We will do everything we can to avoid cancelling or changing the dates of our courses, coaching sessions or events and will only do this in exceptional circumstances. However please note that we may from time to time need to cancel or postpone events and that this can happen at any time before it is scheduled to begin. If we do need to cancel you will be offered a full refund on your ticket money, or the chance to move to an alternative date or event, but we won’t be able to compensate you for any other expenses you’ve incurred in connection with the event (including, but not restricted, to train or plane tickets, childcare and hotel costs). We will try to notify you of cancellations, but we can’t guarantee this, especially when an Event is cancelled at short notice. Please make sure we have up to date email and mobile phone contact details to give us a better chance of reaching you in time.

Filming: We may sometimes film, photograph or otherwise record our Events. Please note that your consent to being filmed or recorded as an attendee is a condition of this agreement. 91Untold reserves the right to use this material for marketing or sale without seeking your permission. The photographs and recordings may be made available to the public via the website or by other means.

Named Trainers: We do our best to ensure that each course on the 91Untold website has a named trainer or trainers assigned. This is to help you make informed decisions about which course best meets your individual needs. However, please note that from time to time it may be necessary for us to substitute a trainer or trainers in order to avoid cancelling an event – for instance (but not exclusively) in the event of sickness, family challenges, travel problems, scheduling conflicts or delegate numbers. We pride ourselves on being a team of highly experienced and qualified instructors and practitioners and therefore will do our best to ensure that, if a substitution is necessary, the trainer you receive is of an appropriate quality and standard. We will try to notify you in advance of any changes to the trainers assigned to a programme you are attending, but we can’t guarantee this, especially when such a substitution is necessary at short notice. The name of your trainer does not form part of this agreement and therefore no refund or transfer is available, other than that available under our normal cancellation policy, in the event of a change to the training team assigned to your Event. All programmes are as advertised via the 91Untold website and additional marketing materials; we do reserve the right to amend the programme venue, use alternative trainers and amend the programme in any way to enhance your learning. For the avoidance of doubt no description, specification or illustration contained in any product pamphlet or other sales or marketing literature of 91Untold and no representation written or oral, correspondence or statement shall form part of the agreement. Should 91Untold change the programme venue, you will receive written confirmation with sufficient notice. We are not liable for any additional travel and accommodation costs the delegate may incur should the programme dates or venue be altered. Some courses available on the 91Untold website and through our other marketing materials are run and operated by Partner Providers. Such Events whilst endorsed by 91Untold are legally separate and the terms and conditions of the Partner Provider will apply. 91Untold shall not be liable in any way for damages or costs which may arise from booking an Event with a Partner Provider.

Behaviour: We want everyone to get the most from a 91Untold Event and therefore we reserve the right to refuse you and/or any Guest admission or ask you and/or any Guest to leave if we think you and/or they are behaving in a disruptive way or in a way that violates the venue’s rules, or in a way that is likely to cause damage, nuisance, offence or injury. Just to be clear, this kind of behaviour includes using mobile phones after being asked to turn them off, or using recording or photographic equipment without authorisation and being or appearing under the influence of drugs or alcohol. We will not issue any refund in this event.

Health and Safety: By entering into this Agreement you agree, to ensure that you and all Guest(s) attending an Event under a booking made by you comply with all health and safety, licensing, and other rules and regulations of the venue or applicable to the venue. It is your responsibility to familiarise yourself and all Guest(s) with any rules and regulations that apply. You also agree not to bring in any illegal or hazardous items. You also agree to comply with any reasonable request by the 91Untold team supervising the Event or the staff at the venue (for example, without limitation, requests relating to health and safety, consumption of food and beverages or levels of noise).

Intellectual Property: All materials provided to you by us or by our staff or speakers, associates, or by Partner Providers and any intellectual property belonging to or associated with our company and/or services, including any website, trade mark or trade name, logo, manuals, software, text and graphics are the sole property of the Company or our speakers or associates or Partner Providers, and you agree that you will not infringe any such rights in any way. You can make a copy of materials provided for your own personal use, but no other use of them is authorised.


Except in respect of death or personal injury due to negligence for which no limit applies, the entire liability of 91Untold to you in respect of any claim whatsoever or breach of this Agreement, whether or not arising out of negligence, shall be limited to the price paid by you to which the claim relates. In no event shall 91Untold be liable to you the Customer for any loss of business, loss of opportunity or loss of profits or for any other indirect or consequential loss or damage whatsoever. This shall apply even where such a loss was reasonably foreseeable or the Supplier had been made aware of the possibility of the Customer incurring such a loss. Nothing in these Terms and Conditions shall exclude or limit 91Untold liability for death or personal injury resulting from 91Untold negligence or that of its employees, agents or sub-contractors. You attend and participate in Events at your own risk. We accept no responsibility for any of the following:

  • in respect of any person prevented from entering a venue, or asked to leave due to their conduct;
  • costs or expenses whatsoever or howsoever arising out of or in connection with any Event
  • loss or damage to personal property
  • personal injury, except as set out above. Liability is specifically excluded in respect of any dietary, health or other special requirement of which we were not informed at the time of booking
  • loss of data, profit, revenue, use, business, anticipated savings, goodwill, reputation or opportunity, financial or economic loss or any indirect or consequential loss or damage.

Force Majeure: We will not be liable for any breach of this Agreement which is a result of circumstances beyond our reasonable control, including but not limited to strike, lock-out, labour dispute, acts of God, acts of terrorism, war, riot, civil commotion, malicious damage, compliance with a law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, insolvency or bankruptcy of either party or any third party, fire, flood, snow, volcanic activity and storm, exceptional weather conditions, difficulty or increased cost in obtaining workers, goods or transport and other circumstances affecting the supply of goods or services. Rights of Third Parties: A person who is not a party to this Agreement has no rights to rely upon or enforce any term of this Agreement. This does not affect any right or remedy of a third party which exists or is available outside of the Contracts (Rights of Third Parties) Act 1999. Assignment: You may not transfer, assign or otherwise dispose of your interest in this Agreement without our prior written consent. Severability: If any provision in this Agreement is deemed to be illegal, unenforceable or invalid for any reason, it shall be deemed to have been struck out and the remaining provisions shall survive and continue to be binding and enforceable. No waiver: Any failure by us to enforce any provision of this Agreement at any time shall not be construed as a waiver of such provision and shall not affect our right to enforce such provision.


Complaints procedures are set out in the student manual.