Grounded Peace
Policies
Grounded Peace Policies
Complaints and Refunds Policy
We are committed to providing a high-quality experience at all of our events and workshops. We value feedback from participants and take all complaints seriously, using them as an opportunity to improve our services.
This policy applies to all attendees, clients, and participants engaging with our events, workshops, and related services, whether in person or online.
What is the complaints policy?
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please let us know as soon as possible. Complaints can be made:
-
By email: groundedpeace108@gmail.com
-
In person: by speaking to the facilitator at the event (where appropriate)
Please provide:
-
Your name and contact details
-
Details of the event/workshop
-
A clear description of your complaint
-
Any relevant supporting information
Acknowledgement
We will acknowledge receipt of your complaint within 5 working days of receiving it.
Investigation
We will:
-
Review the details of your complaint carefully
-
Speak to any individuals involved where necessary
-
Consider any supporting evidence provided
We aim to complete our investigation within 14 working days. If more time is needed, we will inform you and explain why.
Outcome
Following our investigation, we will provide a written response outlining:
-
Our findings
-
Any actions we will take
-
Any proposed resolution (if applicable), which may include:
-
An apology
-
A partial or full refund
-
An offer to attend a future session
-
What is the refunds policy?
General Principles
We aim to be fair and transparent in our refund practices while recognising that event planning involves costs and commitments.
Customer Cancellations
-
Refund and transfer details for tickets being sold on the groundedpeace.com website can be found in the description of each event and workshop advertised on the website and also in the booking details on the ticket when buying a ticket.
-
Refunds and transfer details for Grounded Peace events organised by an external studio/provider and advertised/selling tickets on their website and not buying tickets on the groundedpeace.com website can be found on the external event/providers website.
Non-Attendance
If you do not attend a booked session without prior notice, no refund will be issued.
Business Cancellations or Changes
If we need to cancel or reschedule an event:
-
You will be offered a full refund, or
-
The option to transfer to a future session
If there are significant changes to the event (e.g. venue, facilitator, or format), you may request a full refund if the changes are not suitable for you.
Exceptional Circumstances
We understand that unforeseen situations arise. Refund requests due to exceptional circumstances (such as illness or emergencies) will be considered on a case-by-case basis.
Digital or Online Events
For online workshops or digital content:
-
Refunds are not available once access has been provided, except where required by law.
-
If technical issues on our side prevent access, we will offer a refund or alternative access.
Your Consumer Rights
This policy does not affect your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.
Escalation
If you are not satisfied with our response, you may request a further review. Please submit your request within 10 working days of receiving our outcome, explaining why you remain dissatisfied.
Confidentiality
All complaints will be handled confidentially and in accordance with UK data protection laws. Information will only be shared where necessary to investigate and resolve the complaint.
Record Keeping
We will keep a record of complaints for monitoring and improvement purposes. Personal data will be retained only as long as necessary and handled in line with our Privacy Policy.
Continuous Improvement
We regularly review complaints to identify patterns and improve our services, ensuring a safe, respectful, and supportive environment for all participants.