REFUND AND CANCELLATION POLICY

Dr. Maya Coaching OÜ

Website: www.drmayacoaching.com

Effective Date: 6 July 2026

This Policy explains when and how you may cancel a Session, reschedule a Session, withdraw from a Coaching Agreement, and obtain a refund of fees paid to Dr. Maya Coaching OÜ. Please read it carefully. Nothing in this Policy affects your mandatory statutory rights as a Consumer.

1. INTRODUCTION AND SCOPE

This Refund and Cancellation Policy (the "Policy") sets out the terms on which a Client may cancel or reschedule Sessions, withdraw from a Coaching Agreement, and obtain a refund of fees paid to Dr. Maya Coaching OÜ, a private limited company (osaühing) registered in the Republic of Estonia and operating the website www.drmayacoaching.com ("Dr. Maya Coaching", "the Company", "we", "us", or "our").

This Policy forms an integral part of, and must be read together with, our Terms and Conditions, the applicable Coaching Agreement, our Privacy Policy, and our Cookie Policy. Capitalised terms used but not defined in this Policy have the meanings given to them in the Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions, this Policy prevails on questions of cancellation, rescheduling, and refunds.

2. STATUTORY RIGHTS PRESERVED

Nothing in this Policy limits, excludes, or modifies any right, remedy, or protection available to a Consumer under mandatory laws that apply in the Consumer's country of residence and that cannot lawfully be excluded by agreement, including under Directive 2011/83/EU on consumer rights (as implemented in Estonia by the Law of Obligations Act and in other EU member states by equivalent national legislation), the United Kingdom Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the United Kingdom Consumer Rights Act 2015, and equivalent laws in the Client's jurisdiction (each, an "Applicable Consumer Law"). Where any provision of this Policy conflicts with an Applicable Consumer Law that operates in the Consumer's favour, that Applicable Consumer Law prevails to the extent of the conflict.

3. STATUTORY RIGHT OF WITHDRAWAL (EU AND UK CONSUMERS)

If you are a Consumer resident in the European Economic Area or the United Kingdom, you have the right to withdraw from a Coaching Agreement, without giving any reason, within fourteen (14) days of the Effective Date (the "Withdrawal Period"), in accordance with Directive 2011/83/EU and the United Kingdom Consumer Contracts Regulations 2013.

To exercise this right, you must inform us of your decision to withdraw by a clear written statement (for example, by email to the address published on drmayacoaching.com) before the Withdrawal Period expires. It is sufficient that the notice is dispatched before the deadline. You do not need to give a reason. A model withdrawal form is available on request.

4. VOLUNTARY 14-DAY REFUND WINDOW FOR ALL CLIENTS

Regardless of whether you qualify as a Consumer under Applicable Consumer Law, the Company voluntarily extends a fourteen (14) day refund window from the Effective Date to all Clients on the same terms as the statutory Withdrawal Period. This voluntary extension is a contractual benefit and does not create any additional statutory right.

5. SESSIONS DELIVERED DURING THE WITHDRAWAL PERIOD

By requesting that Sessions begin during the Withdrawal Period (for example, by booking or attending a Session before the fourteen (14) day period expires), you expressly agree that we may perform the Services during that period and you acknowledge that, if you subsequently exercise your right of withdrawal, you must pay an amount that is proportionate to the Sessions already delivered as at the date of your withdrawal notice.

The prorated amount will be calculated at the following per-Session rates, or, if higher, on a pro rata basis of the price of the applicable Package:

• €200 (two hundred Euros) per 50-minute Session delivered; and

• €300 (three hundred Euros) per 75-minute Session delivered.

The prorated amount is deducted from the amount to be refunded to you. Where a Session has been booked but not yet delivered at the time of the withdrawal notice, no charge will be made in respect of that Session.

6. REFUNDS AFTER THE WITHDRAWAL PERIOD

Save where required by an Applicable Consumer Law that applies in the Consumer's favour, no refunds are payable after expiry of the Withdrawal Period. Unused Sessions within a Package are non-refundable but may be rescheduled in accordance with Section 8 below and used within the Package validity period stated in the Coaching Agreement.

The Company may, at its sole discretion and without setting a precedent, agree to a partial refund or credit in exceptional circumstances (for example, serious illness supported by documentation, bereavement, or force majeure affecting the Client). Any such discretionary refund does not affect the general position stated in this Section 6.

7. CANCELLATION OF A SESSION BY THE CLIENT

The Client may cancel or reschedule an individual Session by written notice given to the Company not less than forty-eight (48) hours before the scheduled start time of that Session. Sessions cancelled or rescheduled within the required notice period will be rescheduled where reasonably possible at no additional charge, subject to availability.

8. RESCHEDULING

Rescheduled Sessions must be taken within the Package validity period stated in the applicable Coaching Agreement. Where the Coaching Agreement is silent on Package validity, rescheduled Sessions must be taken within twelve (12) months of the original scheduled date of the Session being rescheduled. Sessions not taken within the applicable validity period will be forfeited without refund, save where forfeiture would be inconsistent with an Applicable Consumer Law.

9. LATE CANCELLATION AND NO-SHOWS

Sessions cancelled with less than forty-eight (48) hours' notice, and Sessions which the Client fails to attend without prior notice ("No-Show"), will be treated as delivered for the purposes of the Coaching Agreement, and no refund or credit will be issued, save where a shorter notice period is required by an Applicable Consumer Law that applies in the Client's favour.

The Company may, acting reasonably and without setting a precedent, waive the notice requirement in cases of genuine emergency or force majeure affecting the Client, supported by reasonable evidence where requested.

10. CANCELLATION AND TERMINATION BY THE COMPANY

The Company may cancel a Session and, where reasonable, offer a rescheduled Session at no additional cost where a Session is materially disrupted by circumstances attributable to the Company (including illness of the coach, technical failure of the Company's systems, or other circumstances beyond the Client's control).

The Company may terminate a Coaching Agreement with immediate effect, and without refund of Sessions already delivered, where (a) the Client materially breaches the Terms and Conditions or this Policy and, where capable of remedy, fails to remedy the breach within fourteen (14) days of notice; (b) the Client engages in abusive, threatening, harassing, discriminatory, or unlawful conduct; (c) the Client fails to pay any amount due and the failure continues for fourteen (14) days after notice; or (d) the Company reasonably concludes that continued provision of the Services would be unsafe, unlawful, or clinically inappropriate. In such cases, undelivered Sessions in a paid Package will be refunded on a pro rata basis, calculated in accordance with the per-Session rates set out in Section 5, less any amounts properly due to the Company.

11. PAYMENT PLANS

Where a Package is paid in instalments under an agreed payment plan (a "Payment Plan"), the total Package fee is due in full and the Payment Plan is a scheduling accommodation only. The Client authorises the Company (and its payment processors) to charge the nominated payment method automatically on each scheduled instalment date until the total Package fee has been paid.

If the Client exercises the statutory Withdrawal Period or the voluntary 14-day refund window under this Policy, further scheduled instalments will be cancelled and any amounts due to the Client will be refunded in accordance with Section 5. If the Client seeks to terminate a Payment Plan outside of the Withdrawal Period, the outstanding balance of the total Package fee remains due and payable, and the Company may, in its sole discretion, agree to a settlement or credit arrangement. Failed or reversed instalment payments may result in suspension of Sessions and, after fourteen (14) days of non-payment, acceleration of the remaining instalments.

12. HOW TO REQUEST A REFUND OR NOTIFY CANCELLATION

To exercise the right of withdrawal, request a refund, or notify a cancellation, please send a clear written statement to the email address published on www.drmayacoaching.com, including (a) your full name and the email address associated with your booking; (b) the date of your Coaching Agreement or first Session; (c) whether you are exercising the statutory right of withdrawal, the voluntary refund window, or requesting a discretionary refund; and (d) your preferred method of receiving any refund due.

We will acknowledge your notice within seven (7) business days. You are not required to use any particular form; however, a model withdrawal form is available on request to simplify the process.

13. METHOD AND TIMING OF REFUNDS

Refunds will be issued using the same payment method used for the original transaction, unless we agree otherwise with you in writing. Refunds under the statutory Withdrawal Period or the voluntary 14-day refund window will be processed without undue delay and in any event within fourteen (14) days of the date on which we are informed of your decision to withdraw, subject to any prorated deduction under Section 5.

Refunds are made in the same currency as the original transaction. The Company is not responsible for exchange-rate variations, foreign-currency conversion fees, or fees applied by the Client's bank or card issuer in respect of the refund.

14. CHARGEBACKS AND PAYMENT DISPUTES

The Client agrees to contact the Company in the first instance to resolve any billing or refund concerns before initiating a chargeback or payment dispute with the Client's card issuer, bank, or payment provider. Initiating a chargeback in respect of a Session or Package properly delivered, or in respect of amounts properly due under a Payment Plan, may be treated as a material breach of the Terms and Conditions and may result in immediate suspension or termination of the Services and referral of the outstanding amount for collection.

15. FORCE MAJEURE

Neither party shall be liable for any failure or delay in performing its obligations to the extent caused by events beyond that party's reasonable control, including acts of God, war, civil unrest, epidemic or pandemic, government action, failure of public networks, and cyber-attack (each, a "Force Majeure Event"). Where a Force Majeure Event prevents the delivery of a Session, the Session will be rescheduled at no additional cost within a reasonable time. Where a Force Majeure Event persists for more than sixty (60) consecutive days, either party may terminate the Coaching Agreement on written notice, in which case any undelivered Sessions in a paid Package will be refunded on a pro rata basis.

16. ALTERNATIVE DISPUTE RESOLUTION

If the Client is not satisfied with the outcome of a refund or cancellation request, the Client may escalate the matter in writing to the Company. The Company will substantively respond within thirty (30) days of receiving the escalation. Consumers resident in the European Union may submit disputes to the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. The Company is not obliged to participate in alternative dispute resolution before any specific consumer arbitration board, but will consider participation on a case-by-case basis.

17. CHANGES TO THIS POLICY

The Company may amend this Policy from time to time. Amendments will be effective upon posting to www.drmayacoaching.com. No amendment will apply retroactively to Coaching Agreements already in force to the Client's detriment without the Client's consent. The date at the top of this Policy indicates when it was last updated.

CONTACT

Refund and cancellation requests, and any questions about this Policy, should be sent to the contact email address published on www.drmayacoaching.com.