Yoga retreats for residential and non-residential users.

1. A deposit option is available to secure your place on the retreat. Please note that this is a non-refundable deposit.

2. Payment in full is required four weeks prior to the start date of the retreat.

3. Regrettably we cannot refund retreat payments that are cancelled within four weeks of the start date of the retreat. If the retreat is fully booked with a waiting list and we can secure a new booking to fill your place we will offer a refund (less the non refundable deposit) within 7 days after the retreat is completed.

4. In the unlikely event we have to cancel the retreat we will offer a full refund of Retreat payment. Regrettably we cannot be held liable for travel costs incurred. Please note it is a good idea to check at the time of purchase that your tickets for travel if not used, are refundable.

5. Room allocation is at the retreat hosts discretion, in order to suit the whole of the retreat.

6. Dietary requirements and allergies must be notified to us by email once the booking is confirmed, we will do our best to accommodate your needs where possible, and will let you know if we need your help or advice.

Yoga B&B guests

1. Payment in full is made at time of booking, 50% of this is your deposit.

2. For a full refund cancellation must be made 14 days prior to the day and time of check in (3pm) by confirmed email. Regrettably after this time the deposit is non refundable.

3. For a 50% refund of accommodation fees, cancellation must be made 14 full days prior to listing’s local check in time (or 3:00 PM if not specified) on the day of check in, otherwise no refund. For example, if check-in is on Friday, cancel by Friday of the previous week before check in time.

4. If the guest cancels less than 7 days in advance, the nights not spent are not refunded.

5. If the guest arrives and decides to leave early, the nights not spent are not refunded.

6. In the unlikely event we have to cancel the booking we will offer a full refund for your stay. Regrettably we cannot be held liable for travel costs incurred. Please note it is a good idea to check at the time of purchase that your tickets for travel if not used, are refundable.

7. If you have a serious complaint with your stay notice must be given in writing within 24 hours of check in. Or please talk to us and we will do our best to resolve any issues so that you can enjoy your stay.

8. Dietary requirements and allergies must be notified to us by email once the booking is confirmed, we will do our best to accommodate your needs where possible, and will let you know if we need your help or advice.

Weekly classes

Our courses are sold in blocks of six weeks, unless stated otherwise. They take place over 6 consecutive weeks. Alternatively, if there is space in the class and you want to pay weekly then the single class ‘drop in’ rate is available. Regrettably there are no refunds for classes missed or if you unexpectedly find that you can no longer attend that 6 week period.

One to one tuition

1. One to one sessions need to be booked and paid for in advance.

2. Notice of cancellation or rescheduling needs to be made at least 24hrs prior to the booked appointment. Regretfully we cannot refund cancellations made within the 24hr period prior to the booked appointment.

Skype tuition

1.Skype sessions need to be booked and paid for in advance.

2. Notice of cancellation or rescheduling needs to be made at least 24hrs prior to the booked appointment. Regretfully we cannot refund cancellations made within the 24hr period prior to the booked appointment.

Yoga Workshops

1. A deposit option is available to secure your place on the workshop. Please note that this is a non-refundable deposit.

2. Payment in full is required 14 days prior to the start date of the workshop.

3. Regrettably we cannot refund payments that are cancelled within 14 days of the start date of the workshop. If the workshop is fully booked with a waiting list and we can secure a new booking to fill your place we will offer a refund (less the non refundable deposit) within 7 days after the workshop is completed.

4. In the unlikely event we have to cancel the workshop we will offer a full refund of workshop payment. Regrettably we cannot be held liable for travel costs incurred. Please note it is a good idea to check at the time of purchase that your tickets for travel if not used, are refundable.

5. Room allocation is at the workshop hosts discretion, in order to suit the whole of the workshop.

6. Dietary requirements and allergies must be notified to us by email once the booking is confirmed, we will do our best to accommodate your needs where possible, and will let you know if we need your help or advice.

Isle of Yoga Complaints Policy:

Isle of Yoga is committed to providing a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

Courtesy and respect

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness

We will not tolerate threatening, abusive or unreasonable behaviour by any complainant. Such situations are rare, however, should they happen, we will cease communication with the complainant immediately in accordance with our vexatious complaints, unreasonable and abusive behaviour policy, and will inform the appropriate authorities as necessary.

How to make a complaint

You can make a complaint in a number of ways:

by e-mail: info@isleofyoga.com

or by post to:

Isle of Yoga

7 Arthurs Hill

Shanklin

Isle of Wight

PO37 6EW

Time Schedule for a complaint

We will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within five working days where we have a return address and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.

Third Party Reporting

Complainants may wish to have a third party act on their behalf. A third party is any person or organisation acting on behalf of or making enquiries for the complainant. For example, third parties may include:

    • advice organisations
    • professionals such as social workers, community psychiatric nurses, doctors or solicitors
    • family members or friends

Where a third party is helping a complainant with a particular complaint, we need written consent to that effect. Where we have this authority, we will endeavour to take all possible steps to keep the third party informed of progress on the complaint.

Also, some lawyers and attorneys are legally empowered in certain circumstances to act on behalf of a complainant, and consent to disclose information is not required.

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998, subject to the need to disclose information as required by statutory authorities, and/or as a result of statutory, legal or parliamentary obligations placed on the Commission.