LEGAL & POLICIES
Refunds, Returns and Cancellation Policy
DIOUM LTD
5.10.2026
This policy explains cancellations, refunds, rescheduling and returns for products, appointments, services, classes, clubs, courses, activities, events and tickets purchased through the Dioum website or mobile application (Platform). It sets out customer rights, how to request a remedy and how related costs are allocated.
The Platform is operated by DIOUM LTD, company number 17094552, with its registered office at 124-128 City Road, London, England, EC1V 2NX (Dioum, we, us). A User is a person buying or booking through the Platform. A Seller supplies products; a Provider supplies services or activities; an Organiser supplies events or tickets. References to Providers include Organisers where appropriate.
The Seller or Provider identified before checkout is responsible for supplying the purchase under its contract with the User. Dioum administers bookings, payments and support in accordance with the User Terms and Conditions and, as applicable, the Provider Terms and Conditions, Services and Events Terms and Conditions, Online Shop Terms and Conditions or Offline Shop Terms and Conditions. This does not exclude any responsibility Dioum has for its own services or under law. This policy must be read with those terms and, where relevant, the Privacy and Cookie Policy, Community Guidelines and Acceptable Use Policy.
For a business with both online sales and a physical location, this policy applies to contracts concluded through Dioum, including online purchases collected in store. A map listing alone does not bring an independently concluded in-store sale within Dioum’s 30-day online return benefit. In-store purchases remain subject to the shop’s disclosed terms and mandatory consumer rights. An online reservation that creates no purchase contract is assessed according to where and how the purchase contract is later concluded.
Policy summary
• Eligible online products: notify cancellation and dispatch the return within one total period of 30 calendar days starting the day after delivery. Statutory rights, including rights for faulty goods, remain unaffected.
• Bookings: cancel at least 24 hours before the confirmed start time, including exactly 24 hours, for a full refund under this policy.
• Regular classes cancelled less than 24 hours before the confirmed start time, and no-shows, are non-refundable, subject to mandatory consumer rights.
• Events and special sessions: cancellation more than 72 hours before the confirmed start time gives a full refund; cancellation between 24 and 72 hours before the confirmed start time gives a 50% refund; cancellation less than 24 hours before the confirmed start time, and no-shows, are non-refundable.
• Courses, blocks, packages and passes: the rules depend on whether sessions were sold separately or as one package; there is no automatic forfeiture of the whole unused balance.
• Provider cancellation: the User receives a 100% refund of the amount paid for the cancelled class, service or event in all cases. A replacement, alternative or credit applies only if the User agrees.
1 Important consumer rights
(a) Nothing in this policy excludes or restricts mandatory consumer rights, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Statutory rights take priority. Additional rights promised by this policy or agreed before purchase also apply.
(b) The cancellation rules for a change of mind are separate from rights where goods or services are defective, misdescribed or not supplied. A cancellation charge cannot override a statutory entitlement to a remedy.
(c) Our contractual cancellation benefits are described in section 3. Statutory cooling-off rights, where applicable, are described in section 7. A User may rely on whichever applicable right gives the stronger protection.
2 Information shown before purchase
(a) Before the User books or pays, the listing and checkout must identify the contracting Seller or Provider, the total price including mandatory charges, relevant dates and times, the cancellation and return rules, and how to contact the trader. Relevant terms and the order or booking confirmation must be provided in a form the User can retain.
(b) A short summary must accurately reflect this policy. A more favourable refund or cancellation promise shown before purchase and forming part of the contract will be honoured. An inconsistency must not be used to reduce a User’s agreed or statutory rights.
(c) Booking times and the applicable time zone must be shown before purchase. The 24-hour and 72-hour periods mean elapsed hours before the confirmed start time, taking account of any clock change.
3 Services, appointments, classes, activities and events
(a) For a regular class, cancellation 24 hours or more before the confirmed start time (including exactly 24 hours) entitles the User to a full refund of the amount paid for that booking, including any mandatory customer booking or service fee. No payment processing fee is deducted. For a course, term block, package or pass, section 6 also applies.
(b) For regular classes, cancellation less than 24 hours before the confirmed start time, or a no-show, is non-refundable, subject to section 7 and any overriding statutory rights.
(c) For an event or special session, cancellation more than 72 hours before the confirmed start time entitles the User to a full refund of the amount paid for that booking. Cancellation between 24 and 72 hours before the confirmed start time entitles the User to a refund of 50% of that amount. Cancellation less than 24 hours before the confirmed start time, or a no-show, is non-refundable. Any full or partial refund under this paragraph includes the corresponding proportion of any mandatory customer booking or service fee, and no payment processing fee is deducted from that refund.
(d) The applicable fixed cancellation rule must be clearly disclosed before booking and payment. The fixed outcomes in this section apply without requiring Dioum or the Provider to show whether the place was resold, calculate actual loss or provide evidence of loss for an individual cancellation. Payment processing costs are allocated under section 14 and must not be added as a separate customer cancellation fee. Nothing in this paragraph limits any overriding statutory right.
(e) A booking made within an applicable cancellation period is subject to the same late-cancellation rules, disclosed before payment. Any stronger statutory or agreed right still applies.
4 Provider cancellations and failure to supply
(a) If a Provider cancels or cannot supply a class, service or event, the User is entitled in all cases to a 100% refund of the amount paid for the cancelled booking, including mandatory booking or service fees. A replacement date, alternative activity or credit may be accepted voluntarily by the User, but cannot be imposed instead of that refund.
(b) The same contractual refund benefit applies where the Provider cancels because of illness, bad weather, venue problems, safety concerns or circumstances outside its reasonable control. For a cancelled session within a course, term block, package or pass, section 6 explains allocation. Rights to further remedies under law are preserved.
(c) A material change to the date, location or essential nature of a booking must be notified promptly. If the User does not accept it, the cancelled or materially changed booking is refundable. The Provider must not classify its own cancellation or inability to supply as a User no-show.
(d) The Provider bears the refund and associated non-refundable processing costs as described in section 14. A customer refund must not wait for the Provider to reimburse Dioum.
5 User cancellations, no-shows and problems with services
(a) Users should cancel through the available Platform tools or contact Dioum or the contracting Provider using the contact details supplied before purchase or in the confirmation. A clear cancellation notice received by either Dioum or the Provider is sufficient for the contractual cancellation rules. The time of receipt, not the time staff read or process it, is used. A Provider receiving notice must promptly record or forward it to Dioum. Statutory cancellations follow section 7.
(b) A User who does not attend and has not cancelled is a no-show. A no-show is non-refundable under the fixed rules in section 3. A User may ask the Provider to consider exceptional circumstances or a discretionary transfer or credit, but this does not limit any entitlement under law.
(c) If a service fails to meet applicable legal requirements, including reasonable care and skill or binding information about the service, the User may be entitled to repeat performance without additional charge or an appropriate price reduction, potentially up to the full price, in the circumstances required by law. These rights are separate from change-of-mind cancellation charges.
(d) Where a service has partly been supplied, any refund calculation must distinguish work properly supplied from unsupplied or defective work and apply the relevant statutory remedy. Commencement of a service does not automatically remove the right to complain or obtain a remedy.
6 Rescheduling, courses, term blocks, packages and passes
(a) A User may request rescheduling. It takes effect only when agreed and confirmed in writing or through the Platform. Requesting a change does not by itself cancel the original booking or stop a cancellation deadline. The User can send a separate cancellation notice if they do not wish to keep the original booking.
(b) For a User-requested reschedule, the confirmation must state the new date and cancellation deadline. An existing lawful cancellation charge is not erased unless waived in the agreement. A reschedule must not create an undisclosed charge. After a Provider cancellation, the User retains the choice in section 4.
(c) For a course, term block or other fixed package sold as one package, cancellation before the first session follows the fixed rule in section 3 applicable to that session. Cancellation at least 24 hours before a regular class gives a full refund of the package price and mandatory customer fees. For an event or special session, cancellation more than 72 hours before the confirmed start time gives a full refund, cancellation between 24 and 72 hours before the confirmed start time gives a 50% refund, and cancellation less than 24 hours before the confirmed start time is non-refundable, subject to mandatory consumer rights. The package must be identified as such before purchase. Individually purchased sessions follow section 3 separately.
(d) For later withdrawal from a course, term block, package or pass, the User must notify Dioum or the Provider. The Provider may retain the allocated price of sessions properly supplied before withdrawal. Each separately confirmed future session is refunded or retained by applying the fixed cancellation rule in section 3 to its allocated price, subject to statutory rights. There is no automatic forfeiture of the whole unused balance.
(e) The listing must explain the price allocation for a course, term block, package or pass before purchase. Unless a different fair allocation was clearly agreed, the actual price paid is divided equally between its sessions or credits. A refund must not be reduced by retrospectively repricing attended sessions at a higher standalone rate.
(f) If the Provider cancels a session, 100% of its allocated price and the corresponding portion of mandatory customer fees are refundable unless the User accepts a replacement. If the cancellation or change substantially defeats the purpose of the whole course, term block, package or pass, the User retains any right to end the remaining entitlement and obtain a wider remedy.
(g) Missing a session does not automatically withdraw the User from the rest of a course, term block, package or pass. The missed session is non-refundable under the applicable fixed no-show rule in section 3, subject to mandatory consumer rights. The remaining booked or unused entitlement stays available unless the User withdraws, an agreed lawful expiry applies or the contract is otherwise lawfully ended.
(h) For a pass or credit that allows the User to select sessions later, each separately confirmed session follows section 3 unless the listing clearly and fairly identifies the pass as one package. Any expiry or restriction on unused sessions must be prominent, lawful and fair. It does not remove a refund due because the Provider cancels, materially changes or fails to supply the remaining entitlement.
7 Statutory cooling-off rights
(a) Where an online service contract has a statutory cooling-off right, the User may cancel from conclusion of the contract until the end of 14 days starting the day after the contract is made, without a cancellation penalty. If required cancellation information was not supplied, the statutory period may be extended.
(b) Certain contracts are excluded or subject to different rules. In particular, services related to leisure activities supplied on a specified date or period may be exempt. A scheduled date alone does not make every consultation or service exempt. The applicable position must be correctly identified and explained before purchase, including for any healthcare or other specially regulated service.
(c) Where the statutory right applies and the User expressly requests that performance start during the cooling-off period, a charge on cancellation may be made only as legally permitted, proportionate to the service actually supplied, and only if the required information was provided. There is no such charge where the legally required request or information is missing.
(d) The statutory right to cancel a service is lost after full performance during the cooling-off period only where the required express request and acknowledgement were obtained. Agreeing to general terms alone must not be treated as that request or acknowledgement.
(e) For digital content not supplied on a physical medium, any loss of statutory cancellation rights on commencement of supply requires the express consent, acknowledgement and confirmation required by law. Digital services are not automatically treated as digital content. Applicable terms must be supplied before purchase.
(f) To exercise a statutory cancellation right, a User may use the model form in Schedule 1 or any other clear statement to Dioum as cancellation administrator or to the contracting trader. The form and Platform tools are optional. A statutory notice sent before the deadline is timely even if processed later. An online cancellation will be acknowledged without delay in a form the User can retain.
8 Product returns when the User changes their mind
(a) For eligible online product purchases, the customer must notify change-of-mind cancellation and dispatch the goods back within one total period of 30 calendar days, starting the day after receipt by the customer or their nominated recipient other than the carrier. There is no additional 14-day dispatch period after that contractual 30-day deadline. Timely dispatch is sufficient; the goods need not arrive back within the 30 days. The User may cancel before delivery. A Seller may offer a longer return period if clearly stated before purchase.
(b) For one contract covering goods delivered separately, both the statutory and Dioum 30-day periods generally start after receipt of the last goods; for multiple lots or pieces, after the last lot or piece; and for regular deliveries over a defined period, after the first delivery. Purchases from separate Sellers are separate contracts even if paid for in one checkout.
(c) Statutory cancellation and return rights remain separate and unaffected, including any longer statutory period arising where required information was not supplied. Rights for faulty or misdescribed goods are not limited by this contractual deadline. In particular, a valid statutory cancellation carries the statutory period of 14 days after notice to send the goods back. That statutory right does not create an extra 14 days for a cancellation relying only on Dioum’s additional contractual benefit during days 15 to 30. The Seller must promptly provide return instructions and must not use its own delay to defeat a timely return request. If the Seller offers collection, the User must notify cancellation within the applicable period and make the goods available for the agreed collection; collection need not be completed by day 30 where the Seller schedules it later.
(d) The User may open ordinary packaging and examine or try on goods as reasonably necessary to establish their nature, characteristics and functioning, as in a shop. Please return accessories and manuals and take reasonable care of the goods. Original packaging is requested where available but is not a blanket condition of statutory return rights. Section 10 addresses genuine sealed hygiene exceptions.
(e) The User pays direct change-of-mind return costs only if clearly informed before contracting. For goods not normally returnable by post, the required return-cost information must also be supplied before purchase. If the disclosure was not made, the Seller bears those costs. A Seller may voluntarily offer free returns.
(f) The User should retain evidence of dispatch. Tracked postage is recommended, but paid tracking must not be imposed as the sole acceptable evidence of return. An order reference or other reasonable evidence of purchase is sufficient; an original paper receipt is not mandatory.
9 Product refunds, delivery and timing
(a) A cancellation under section 8 of the whole product contract includes a refund of the price paid and the cost of the least expensive standard outbound delivery offered by that Seller. An optional premium delivery upgrade need not be refunded beyond that standard amount. No processing, administration or restocking fee is deducted.
(b) For an agreed partial return, refunds cover the returned items and any delivery amount required by law or promised before purchase. Delivery charges must not be allocated so as to defeat statutory rights. Each Seller’s delivery charge is assessed separately in a multi-seller checkout; one Seller’s return does not cancel another Seller’s contract. Return instructions must identify the correct Seller and address for each item.
(c) Change-of-mind refunds under section 8 are made without undue delay and within 14 days after notice of cancellation, subject to the lawful right to withhold pending return. Unless the Seller has offered collection, reimbursement may be withheld until the goods are received or evidence of dispatch is supplied, whichever occurs first, and must then be made no later than 14 days after that earlier event. Where collection was offered, the cancellation-notice deadline applies. These refund deadlines also apply to the additional cancellation benefit during days 15 to 30.
(d) A lawful deduction may reflect actual diminished value caused by handling beyond what was necessary to examine the goods. The Seller must explain and evidence the deduction. No deduction is made for reasonable inspection or where required statutory cancellation information was not supplied.
(e) Refunds use the original means of payment unless the User expressly agrees otherwise, without an additional refund fee. A voucher or credit cannot replace a money refund without agreement. The User will be told when the refund has been initiated. A bank or card provider may then take additional time to credit the funds, but that processing time does not extend the trader’s legal deadline for making the refund.
(f) If the Seller cancels or cannot supply a product, the affected payment and associated mandatory charges will be refunded without undue delay and within 14 days of cancellation, or sooner where law requires. The Seller bears associated processing costs.
(g) The Seller remains responsible for loss or damage in transit until the goods reach the User or their nominated recipient, except where the statutory exception for a carrier independently commissioned by the User applies. The User should report non-delivery through section 13. The Seller must resolve its own carrier claim without requiring the User to do so.
(h) Goods must be delivered within the agreed period or, if no period was agreed, without undue delay and within 30 days of the contract. If delivery is late, the User may require an appropriate additional period and end the contract if that period is missed. Where the Seller refuses delivery or an essential delivery deadline is missed, the User may end the contract without an additional period. Any resulting refund is made without undue delay.
10 Products excluded from change-of-mind returns
(a) Statutory exceptions may apply to goods made to the User’s specification or clearly personalised, goods liable to deteriorate or expire rapidly, sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, and other goods expressly excluded by law. Exceptions must be interpreted according to the law and identified before purchase. The same lawful product-category exceptions apply to Dioum’s additional 30-day change-of-mind benefit, unless a more favourable listing term was agreed.
(b) Describing a product as made to order does not automatically make it personalised or exempt. Standard products must not be excluded solely because they are produced or sourced after an order is placed. Ordinary clothing is not automatically excluded on hygiene grounds.
(c) These exceptions affect change-of-mind rights only. They do not remove rights where goods are faulty, damaged, unsafe, incorrect or not as described. This section does not authorise categories of goods prohibited by the Platform’s listing rules.
11 Faulty, damaged, incorrect or misdescribed goods
(a) Goods must meet applicable legal standards, including satisfactory quality, fitness for purpose and conformity with description. A consumer generally has a 30-day short-term right to reject non-conforming goods and obtain a full refund. The statutory start date, any shorter period for perishable goods, and any pause during agreed repair or replacement apply.
(b) After that period, or where the User chooses not to reject, statutory rights to repair or replacement continue. These must be provided at no cost, within a reasonable time and without significant inconvenience. Where the statutory conditions are met, including a failed repair or replacement, the User may claim a price reduction or exercise the final right to reject. Any deduction for use must be permitted by law.
(c) The expiry of a change-of-mind period, warranty or guarantee does not end statutory rights. Applicable rules on evidence and the burden of proof will be observed; a User will not automatically be required to obtain an expert report.
(d) Please report a problem as soon as reasonably possible and provide available evidence, such as photographs and an order reference. Prompt reporting helps investigation but is not a shorter contractual deadline for exercising legal rights. Packaging should be retained if practical; its absence alone does not defeat a valid claim.
(e) A refund due under the Consumer Rights Act must be made without undue delay and within 14 days after the trader agrees that the User is entitled to it. Assessment must be prompt and must not be prolonged to avoid a refund deadline. The original payment method is used unless the User expressly agrees otherwise, and no refund fee is charged.
12 Return costs for faulty or incorrect goods
(a) The Seller bears the reasonable return or collection costs required by law for non-conforming goods. The Seller should provide a prepaid label or arrange appropriate collection; if the User reasonably pays an agreed return cost, it must be reimbursed.
(b) A User is not required to arrange unsafe shipment. For unsafe, bulky or otherwise unsuitable goods, the Seller must give appropriate collection or handling instructions. A lawful refund, repair or replacement must not depend on the User paying an undisclosed assessment or handling fee.
(c) The Seller remains responsible for the remedy and associated non-refundable processing costs. Damage caused by the User after delivery is assessed separately and does not create a right to a free remedy for that damage.
13 Requests, complaints and refund administration
(a) A request can be made through available booking, order or support tools, through the Dioum contact details provided with the order, directly to the contracting Seller or Provider, or by post to Dioum at the registered office stated above. Contact and return details must be supplied before purchase and in the confirmation. Users are not required to use a tool that is unavailable.
(b) Please identify the order or booking and the remedy requested. A reason is not required for statutory change-of-mind cancellation. Only evidence reasonably necessary to assess other claims may be requested. A Provider or Seller receiving a request directly must promptly notify Dioum where platform payment administration is needed.
(c) Dioum will acknowledge support requests within a reasonable time. Sellers and Providers must respond substantively within a reasonable time after receiving a request or explain what further information is reasonably needed. These response arrangements do not extend statutory cancellation or refund deadlines.
(d) If the Seller or Provider does not respond or the User disputes the outcome, the User may ask Dioum to review it using the same support channels. Dioum will provide a reasoned response within a reasonable time; if more time is needed, it will explain the reason and when the User can expect the next update. This does not postpone a refund already due.
(e) For refunds under the contractual booking rules in sections 3, 4 and 6, the refund must be made without undue delay and no later than 14 days after the effective cancellation or withdrawal. The fixed refund or retention outcome disclosed before booking and payment applies without a separate calculation of actual loss or adjustment for a later resale, subject to overriding statutory rights.
(f) For statutory service cancellation, reimbursement must be made without undue delay and within 14 days after the trader is informed of the decision to cancel, subject only to lawful proportionate charges under section 7. A statutory service price-reduction refund is made within 14 days after agreement that it is due. Product deadlines are in sections 9 and 11.
(g) Dioum may administer evidence, returns, refunds and payout adjustments within its authority. A support outcome does not remove the User’s right to pursue statutory remedies, court proceedings or applicable payment-provider rights. Where a complaint remains unresolved, the responsible trader will provide information about applicable alternative dispute resolution arrangements as required by law.
14 Fees and allocation of costs
(a) As between Dioum and the relevant Seller or Provider, that Seller or Provider is responsible for funding refunds and remedies arising from its transactions and for actual payment processing costs, including amounts the payment processor does not refund. These costs are separate from Dioum’s platform commission and must be disclosed in the applicable business fee terms before trading.
(b) A User’s entitlement to a refund is independent of whether a processor returns its fee. Such fees must not be deducted from a full customer refund or added as a separate customer cancellation charge. The customer’s only deductions or costs under this policy are those expressly permitted by the applicable provisions and law.
(c) Dioum reverses its commission on the refunded portion of a transaction. Where a Provider lawfully retains a cancellation payment under this policy, Dioum may retain its agreed commission on that retained amount as set out in the business fee terms. The commission comes from the retained amount and is not an additional customer charge. No amount is recovered twice.
(d) Where authorised by the applicable business terms and payment arrangement, Dioum may reverse transfers, set off amounts owed against available or future payouts, require reimbursement and maintain proportionate reserves for reasonably anticipated refunds or disputes. Dioum will provide an itemised explanation. An undisputed amount requested for reimbursement is due within 14 calendar days of written demand.
(e) A Seller or Provider disputing a deduction must promptly explain the grounds and provide evidence. Dioum will review the dispute and correct errors. Reserves and recovery must be proportionate, released or adjusted when no longer needed, and comply with applicable payment rules. Amounts already owed remain payable after the Seller or Provider leaves the Platform.
(f) A Seller’s or Provider’s lack of funds, departure, insolvency or dispute with Dioum must not postpone a customer refund beyond the applicable legal deadline. This section does not guarantee that every amount can be recovered, change liability to a payment processor, or exclude Dioum’s own legal obligations or responsibility for its own breach or error. Separate business terms govern chargebacks and related costs without restricting customer rights.
15 Seller and Provider listing terms
(a) Listing terms must comply with this policy, be clear before purchase and not reduce statutory rights or Dioum’s promised minimum benefits. They may offer more favourable cancellation or return rights. Withdrawal provisions for courses, term blocks, packages and passes must comply with section 6.
(b) Terms must not impose blanket forfeiture, undisclosed fees, compulsory credit in place of an entitled money refund, or conditions that obstruct statutory remedies. Dioum may require correction or removal of inconsistent listings.
(c) The business cost allocation in section 14 must form part of the Seller’s or Provider’s accepted contractual terms. A consumer-facing policy alone does not remove the need for the corresponding business agreement and payment authorisations.
16 Changes to this policy
(a) The version agreed when an order or booking is made continues to govern that transaction. A later update will not retrospectively reduce rights or introduce new charges. Applicable changes required by law and subsequent changes expressly agreed with the User are treated in accordance with law.
(b) For future transactions, the current version and its effective date will be made available before purchase. Material changes will be notified as required by the applicable terms and law. Continued use alone does not vary an existing purchase or booking.
Schedule 1 Optional cancellation form
Use this form only if you wish to cancel a contract. You may instead send any other clear cancellation statement. Send it to the contracting Seller or Provider using the contact details supplied with your purchase, or to DIOUM LTD, 124-128 City Road, London, England, EC1V 2NX, as cancellation administrator.
I hereby give notice that I cancel my contract for the following goods or services:
Description and order or booking reference: ______________________________
Seller or Provider name: ______________________________________________
Ordered on or received on: ____________________________________________
Consumer name: _____________________________________________________
Consumer address: ___________________________________________________
Signature of consumer (only if this form is sent on paper): __________________
Date: ______________________________________________________________