Refund & cancellation policy

Last updated: 27 August 2026

Overview

This policy applies to educational sessions and workshops booked with Flow Route Base Ltd, including one-to-one wallet setup, self-custody workshops, and recovery phrase reviews.

Deposits

A £20 deposit may be required to confirm your appointment. The deposit is applied toward your session fee. Deposits are refundable if you cancel with at least 48 hours' notice before your scheduled start time.

Cancellation by you

  • More than 48 hours before: Full refund of any deposit or prepaid fee, or free rescheduling within 90 days.
  • 24–48 hours before: Deposit retained; remaining prepaid balance refunded or credited toward a rescheduled session.
  • Less than 24 hours before: Session fee is non-refundable. We may offer rescheduling at our discretion.
  • No-show: Full session fee is charged and non-refundable.

Rescheduling

You may reschedule once without penalty if you notify us at least 48 hours in advance. Additional rescheduling requests may incur a £10 administrative fee.

Cancellation by us

If we cancel due to facilitator illness or studio unavailability, you receive a full refund or priority rescheduling at no extra cost.

Partial refunds

If a session ends early due to circumstances outside our control (such as your device failure or internet outage during a video session), we may offer a partial credit toward a follow-up call rather than a cash refund. Each case is reviewed individually.

Non-refundable items

  • Printed materials and workbooks already provided at a completed workshop
  • Travel fees for facilitator visits outside Glasgow if the visit proceeded as scheduled
  • Sessions where work has begun and a recovery phrase generation ceremony was completed

Workshop group bookings

Private group workshops cancelled more than seven days before the event receive a full refund. Cancellations within seven days forfeit 50% of the booking fee to cover room reservation costs.

Refund process

Approved refunds are processed within 10 working days to the original payment method. Bank transfers may take additional time depending on your institution.

How to request a refund

Email hello@flowroutebase.click with your booking reference, session date, and reason for the request. Include the name used at booking. We respond within three working days.

Consumer rights

Nothing in this policy limits your statutory rights under UK consumer protection law where applicable.