Refund & Cancellation Policy
Refunds of Services
Onetrack Live Stream Classes & Workshops
You may cancel or re-schedule your participation in a Session at any time up to 12 hours prior to the Session beginning. You can reschedule your session on the Website by logging into your account and following the instructions, or by emailing hello@onetrack.club. Users will be charged for a Session where a cancellation or rescheduling of the Session is not made within 12 hours of the Session's start time and there is no possibility of a refund.
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Memberships
Memberships occur on a monthly recurring basis and can be cancelled at anytime without notice. The membership starts from the date of your first payment and so if you decide to cancel before a full month is up, then it is not possible to receive a refund for the rest of the month. You can amend or cancel your membership by emailing hello@onetrack.club
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121 Coaching Subscriptions & Studio Services
Appointments made for any bespoke in-person studio services cannot be refunded once paid but can be moved to an alternative date if more than 24 hours notice is provided and the new date must be within 14 days of the original appointment. For appointments that are cancelled with less than 24 hours notice, no refund can be provided and a new date and time must be booked at full cost. 121 coaching subscriptions can be ended at any time with 1 month's notice after the initial 3 month set-up period but can not be refunded. For any bolt-on studio services that are offered as part of 121 coaching, it is the client's responsibility to ensure the services are redeemed in each applicable month, otherwise services will be lost and do not roll into new months.
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GIFTED Memberships
GIFTED memberships must be activated twelve months from the date of purchase. On receiving a GIFTED membership, the recipient needs to email Onetrack to activate their membership. GIFTED memberships cannot be refunded or exchanged but it may be possible to pause a GIFTED membership for a reason such as injury; or it may be possible to transfer into another person's name. For more details on these scenarios, please email hello@onetrack.club. Purchases of the six month membership include a Polar H10 Bluetooth Heart Rate Monitor, which will be available whilst stocks last and will be delivered in January 2021, unless special requests are made. Onetrack reserve the right to amend these terms at any time.
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El Sonido Virtual Training Camp
Places are non-refundable. If for any reason, the client is no longer able to take part, it may be possible to transfer a place to the next Virtual Training Camp. Refunds will be given if a medical note is presented prior to the beginning of the camp or within the first month (January 2021). Coaches reserve the right to end the camp for an individual perceived to not be adhering to completion milestones. Onetrack reserve the right to amend these terms at any time.
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Returns on Merchandise from the Shop
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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned, such as:
* Gift cards
* Downloadable software products
* Any item that is returned more than 30 days after delivery
Refunds
To complete your return, please notify us by email (hello@onetrack.club) within 30 days of receiving the item. We will then ask you to confirm the item has not been worn, and request that you return at your own cost, using a tracked service. As soon as we have received the item, and it is confirmed to be in saleable condition, you will receive a full refund to the original card within 7 days. Items can be exchanged using the same method, we simply ask that a new order is placed and the incorrect item returned. If for any reason, items are found to be faulty, Onetrack will cover the cost of the return.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@onetrack.club.
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Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@onetrack.club and we will confirm the delivery address.
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Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
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Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
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Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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Onetrack1000 Withdrawal & Refund Policy
GENERAL
We are not able to process refunds except in the instance of medical withdrawal but we do ask that you let us know as soon as possible so that we can ensure the fundraising target it met. You may be able to transfer your distance or exchange your place with another runner depending on availability of places in each distance. Please email hello@onetrack.club for any enquiries related to refunds and cancellation.
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MEDICAL WITHDRAWAL
We offer a refund in the case of a medical issue preventing the customer from taking part in the event. This is only applicable up to 6 weeks before the event and on production of a medical certificate. All refunds incur an admin charge of £5. (refund is issued minus £5 admin charge) If the refund applies to a group entry the admin charge is £5 per person.
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EVENT DISTANCE TRANSFER
Participants can transfer to a different distance (subject to there being capacity within the event) up until the point whereby entrants are allocated their race number and fulfilment takes place, all distance transfer requests should come via email at hello@onetrack.club where the exchange will be processed manually. No admin fee is charged, and no entry fee is refunded. Once race numbers have been allocated and race packs have been sent out, distance transfer requests will be managed at the event site customer info and an admin charge will be incurred. Runners wishing to change distance must present their race number to be replaced for the shorter distance equivalent (subject to there being capacity within the event). All distance transfers incur an admin charge of £5 to be paid at the point of transfer but with no additional entry fee.
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ENTRY EXCHANGE
A runner, who is no longer able to take part, may be able to have their place in an event reallocated to another participant for a fee of £10. This option is only available prior to number allocation and race packs being sent out and due to a limited number of places, in the event of a waiting list, Onetrack will determine the new participant in order to ensure the process is fair.
The existing runner requests via email to hello@onetrack.club to exchange their place and supplies new runner email address. Once a replacement has been found by the existing runner will be notified and the new runner will then be issued an online entry invoice to pay the £10 fee to replace the existing runner in the system.
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ENTRY DEFERRAL
Onetrack1000 event entries are non-transferable into subsequent years events.