Refund policy

Motus Hub — Cancellation & Payment Policy

1. Reservation of a Place

A place is only considered reserved once the required reservation deposit has been received and confirmed by Motus Hub.

Because programme places are intentionally limited, each reservation blocks availability for other families and initiates operational planning, staffing and venue allocation.

2. Reservation Deposit

The reservation deposit is fully non-refundable.

This applies regardless of cancellation reason, except where cancellation is made directly by Motus Hub or where mandatory consumer law requires otherwise.

The reservation deposit secures the family’s place within the programme and contributes toward planning, venue reservation and operational preparation.

3. Monthly Payment Plans

Where a monthly payment plan is agreed:

  • instalments contribute toward the remaining programme balance;
  • payments are charged automatically according to the agreed schedule;
  • the full balance must be completed before the programme start date.

Failure to complete scheduled payments may result in:

  • suspension of the reservation;
  • loss of reservation priority;
  • cancellation of the reserved place.

4. Cancellation by the Family

A. Cancellation well in advance of the programme

  • the reservation deposit remains non-refundable;
  • instalments paid beyond the reservation deposit may be partially or fully refundable depending on timing and operational commitments already made.

B. Cancellation closer to the programme start date

As the programme approaches and operational commitments increase, a greater portion of payments may become non-refundable.

This is due to:

  • venue reservation costs,
  • staffing commitments,
  • scheduling,
  • travel planning,
  • and the limited-capacity nature of the programme.

C. Late cancellations

For cancellations made shortly before the programme start date, payments made may become fully non-refundable.

5. Transfer Requests

Where possible, Motus Hub may attempt to:

  • transfer the family to a future programme;
    OR
  • replace the cancelled place with another family.

Any transfer or partial refund remains entirely at Motus Hub’s discretion and is not guaranteed.

6. Cancellation by Motus Hub

If Motus Hub cancels a programme directly:

  • families will receive a refund of amounts paid;
    OR
  • may choose to transfer payments toward a future programme.

7. A Human Approach

We understand that unexpected situations can happen, especially for families navigating complex circumstances.

While Motus Hub must protect the viability and organisation of limited-capacity programmes, we are committed to approaching each situation with fairness, transparency and humanity whenever possible.