Refund & Cancellation Policy | Sparked Connection

Contents

1. Overview 2. Membership Tiers & Fees 3. Cooling-Off Period 4. When the Service Begins 5. Refunds After Commencement 6. Introduction Guarantee & Extensions 7. Cancellation by the Client 8. Client Participation & Responsibility 8A. Membership Pause & Hold Policy 9. Suspension or Termination 10. Exceptional Circumstances 11. Optional Member Events 12. Statutory Rights 13. Contact 14. A Final Note

1. Overview

This Refund & Cancellation Policy explains your rights and our approach to cancellations and refunds when using Sparked Connection's matchmaking services.

Sparked Connection provides a bespoke, personalised matchmaking service, involving time, expertise, and human judgement. Optional Member Events may be offered from time to time but do not form part of the core contracted matchmaking service. As such, refund rights are limited once the service has begun.

2. Membership Tiers & Fees

Sparked Connection offers three membership tiers, each with different terms:

Bronze (Free) — no fee is charged; no refund applies
Gold (£1,500) — 12-month active membership where Sparked Connection will use reasonable endeavours to provide a minimum of 5 Agreed Introductions, subject to eligibility, responsiveness, active participation, and suitable match availability
Platinum (£2,800) — two simultaneous 12-month Gold memberships, each receiving the Gold membership service, with priority matching and a dedicated matchmaker

Fees for Gold and Platinum memberships are payable in full in advance. Memberships are also available as gift vouchers on request.

3. Cooling-Off Period (Consumer Rights)

If you purchase a membership online or at a distance, you may have the right to cancel within 14 days under UK consumer law.

Important By requesting that matchmaking services begin within the 14-day cooling-off period, you expressly acknowledge and agree that your right to cancel will be lost once the service has commenced.

This does not affect your statutory rights where applicable.

4. When the Service Begins

For the purposes of cancellations and refunds, the service is deemed to commence only once the scheduled 1:1 consultation (in-person or online) has taken place following contract signature.

Prior to this consultation, Sparked Connection may carry out administrative onboarding activities, including reviewing submitted information, preparing for the consultation, note-taking, and preparing internal summaries or follow-up actions. These activities do not, by themselves, constitute commencement of the matchmaking service.

Important Once the 1:1 consultation has taken place, the service is considered to have formally commenced, and the provisions relating to cancellation and refunds after commencement will apply.

Attendance of Consultation Where a Client repeatedly delays, fails to attend, or cancels a scheduled consultation without reasonable notice, Sparked Connection reserves the right to: (a) place the membership on hold; (b) charge a reasonable administrative rescheduling fee; or (c) treat the service as commenced where substantial preparatory matchmaking work has already been undertaken and the Client has been clearly notified in advance.

5. Refunds After Service Commencement

Once the service has commenced, membership fees are non-refundable except where required by UK law. This reflects the time, expertise, and personalised nature of the service.

Dissatisfaction with introductions, outcomes, the timing of introductions, or the availability or absence of optional Member Events does not entitle the Client to a refund where the service has been delivered as described.

6. Introduction Guarantee & Extensions

Sparked Connection will use reasonable endeavours to provide Gold and Platinum members with a minimum of 5 Agreed Introductions during the 12-month Membership Period, subject to the Client remaining eligible, responsive, and actively engaged in the service.

Introductions are subject to:

The reasonable availability of suitable matches within or beyond the Singles Network
Mutual willingness and agreement by both parties to be introduced
The Client's active participation, availability, and responsiveness throughout the Membership Period

If the minimum of 5 Agreed Introductions has not been fulfilled by the end of the Membership Period through no fault of the Client, Sparked Connection will extend the membership at no additional cost until the minimum is met.

The extension applies only where:

The Client has actively engaged with the process and responded to communications
Delays are attributable to match availability or operational reasons, not Client non-participation, non-responsiveness, or unavailability

Please note Bronze members are part of our Singles Network but are not entitled to a guaranteed minimum number of introductions. Unused introductions do not entitle any Client to a refund.

7. Cancellation by the Client

You may cancel your membership at any time by contacting us in writing. Upon cancellation, matchmaking activity will cease and fees already paid remain non-refundable once the service has commenced.

Where applicable, Sparked Connection may offer a reasonable extension of the service instead of a refund, subject to availability and cooperation.

8. Client Participation & Responsibility

The effectiveness of the service depends on your active engagement, availability, and responsiveness. Where a Client becomes unresponsive or unavailable for over 90 calendar days, the matchmaking process may be paused.

Any period of non-responsiveness, non-engagement, or unavailability by the Client may not count toward the 12-month Membership Period for the purposes of the introduction guarantee and does not entitle the Client to a refund or extension.

8A. Membership Pause & Hold Policy

Where personal circumstances make it difficult to actively participate, a Client may request that their membership be placed on hold - for example due to entering an exclusive or developing relationship, illness, bereavement, relocation, or other significant personal circumstances. Pause requests must be submitted in writing and are subject to approval at Sparked Connection's reasonable discretion.

During any approved pause, no introductions are provided, the Client is not actively considered for new matches, and the pause period does not count toward the Membership Period for the purposes of the introduction guarantee in Section 6.

Please note A maximum of two approved pauses may be taken during a Membership Period, with a combined total pause duration not exceeding six months, unless otherwise agreed in writing. An approved pause does not, by itself, entitle a Client to a refund or to any extension beyond what is set out in Section 6.

9. Suspension or Termination by Sparked Connection

We reserve the right to suspend or terminate membership immediately where a Client provides false, inaccurate, incomplete, or misleading information; breaches any eligibility representation, warranty, or undertaking given to Sparked Connection; behaves in a manner that is inappropriate, unsafe, disrespectful, threatening, abusive, or inconsistent with the values of the service; misuses introductions; or becomes repeatedly non-responsive without reasonable explanation.

Please note In such circumstances, membership fees are non-refundable and Sparked Connection shall have no obligation to continue providing introductions or extend the membership period.

You acknowledge that Sparked Connection relies on the accuracy of the information, representations, and warranties you provide when accepting you into membership and delivering a personalised matchmaking service.

10. Exceptional Circumstances

We may consider partial refunds or alternative arrangements in exceptional circumstances. Any such decision is made at our sole discretion and does not create a precedent.

11. Optional Member Events

From time to time, Sparked Connection may offer optional in-person or online Member Events, which may be free or ticketed. These events are an additional benefit and do not form part of the core contracted matchmaking service.

Event availability, format, and pricing are at Sparked Connection's discretion and may change or be withdrawn at any time. Access to events, including VIP access for Gold and Platinum members, is subject to space, eligibility, and suitability, and is not guaranteed.

Fees paid for ticketed events are separate from membership fees and are non-refundable except where an event is cancelled by Sparked Connection or as required by law. The unavailability or cancellation of an event does not entitle a Client to a refund of their membership fee.

12. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

13. Contact

If you have any questions regarding cancellations or refunds, please contact us at hello@sparkedconnection.com

We aim to deliver a thoughtful, high-quality matchmaking experience.
Each case is handled with fairness, discretion, and care, reflecting the personal nature of the service.