Booking, payment and cancellation
Terms of Service
1. These terms
These terms apply between Relentless Generation and the account holder — a parent or guardian, or an adult student booking for themselves. By booking a session you accept them.
2. Sessions
Sessions are booked into a recurring weekly slot with a named tutor or coach, or as one-off bookings. Online tutoring sessions are delivered by video link; football coaching is offered in the TW13/Feltham area and sessions take place at the venue stated in the booking confirmation. We will tell you in advance if a tutor, coach, time or venue has to change.
3. First session
The first 45-minute session for each new student is free and no card details are required. From the second session, the standard options are £45 per PAYG session or £160 per month, unless a different written package is agreed.
4. Payment
Sessions are paid in advance. We collect payment by card or Bacs Direct Debit through Stripe. By setting up a Direct Debit you authorise us to collect the amounts due for booked sessions and you are protected by the Direct Debit Guarantee. If a payment fails we may pause future bookings until it is settled.
5. Cancellations and reminders
We send reminders 48 hours, 24 hours and 1 hour before each session. Cancellations made more than 24 hours before the session start are credited to your account and can be used against a future session. Cancellations inside 24 hours, and non-attendance, are charged in full. We may waive a late-cancellation charge at our discretion, for example for illness or emergencies.
6. Sessions we cancel
If we cancel a session for any reason, you receive a full credit or a refund of anything paid for it.
7. Conduct and safeguarding
We expect respectful conduct from students, account holders and staff. We may suspend or end a place where behaviour puts a student, another participant or a member of staff at risk. Parents and guardians remain responsible for supervising under-18 students outside session times, including drop-off and collection.
8. Accounts
Platform logins are issued to staff and are personal to the individual. Keep your credentials secure and tell us immediately if you think an account has been compromised.
9. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Otherwise our liability in connection with a session is limited to the fees paid for that session.
10. Changes and contact
These terms are effective from 7 August 2026. We may update them; the current version always appears on this page. Relentless Generation is the service provider. Questions go to kjosu@relentless-gen.co.uk. These terms are governed by the law of England and Wales.