Terms and refund policy

Last updated 10 October 2026. These terms apply when you book a session with KO Careers or use our website. They include our refund policy.

1. About us and these terms

KO Careers is a trading name of Marko Vasiljevic, a sole trader. When these terms say “we”, “us” or “our”, they mean KO Careers. When they say “you” or “your”, they mean the person booking and paying for a service (the customer). Where a parent, guardian or someone else books for a student, “the student” means the person taking part.

These terms apply to every booking you make with us and to your use of our website, kocareers.com. Please read them before you book, especially section 7 (your right to cancel) and section 8 (our refund policy). When you book, you'll be asked to confirm that you accept them. We'll send you a copy with your booking confirmation, and you can download or print this page at any time.

These terms are in English, and we only contract in English.

2. Who can use our services

• Age: our paid services are for students aged 16 or over. You must be 13 or over to sign up for our emails and podcast.
• Students under 18: a parent or legal guardian must agree to these terms and to the student taking part before the first session. They can do this by booking and paying for the student, or by confirming their consent by email when we ask. We'll ask for their contact details and copy them into session emails. We won't hold a session with a student under 18 until we have that consent. Every call with a student under 18 is with a mentor who has passed an enhanced DBS (criminal record) check.
• Consumers: our services are for individuals using them for their own education and career, not for businesses. If you book on behalf of a school, university, society or business, please email us first, as different terms may apply.
• Where you live: our services are designed for students applying to UK universities and UK-based programmes. You can book from anywhere, but sessions run on UK time.
• You must give us accurate information when you book, including the student's age.

3. Our services

Each service is described on our website. What's included at the time you book is part of your contract with us. Our current services are:

We may also offer other services from time to time, such as short targeting calls. These terms apply to them too, and the price and what's included will be shown when you book.

How sessions work

• Sessions take place online by video call, using the link in your booking confirmation. You need a reliable internet connection and a device with a camera and microphone.
• Session lengths are the time we set aside for you. If you join late, the session will still end at the scheduled time.
• Follow-ups are booked using the link we send you. It's your responsibility to book them before the date in the table above. We'll remind you at least once before they expire. Unused follow-ups expire on that date and can't be refunded or transferred, unless you're still within your 14-day cancellation period (section 7) or you couldn't book because of something we did.
• We'll try to match you with the mentor best suited to your goals. Mentors are sometimes unavailable, in which case we'll give you an equally qualified mentor and tell you before the session.
• We'll provide our services with reasonable care and skill, within a reasonable time, and as described on our website.

4. What we can and can't promise

• Not affiliated with any employer or university: KO Careers is independent. We are not connected with, endorsed by or acting for any firm named on our website, HireVue, UCAS or any university. Firm and product names are trademarks of their owners and are used only to describe where our mentors have worked or what our services help with.
• Not regulated advice: we give careers and application guidance only. We don't give financial, investment, legal, immigration, medical or mental health advice, and nothing we say should be treated as such. We are not a regulated careers guidance service and we're not a substitute for your school, college or university careers service.
• Information on our website: we try to keep information about firms, programmes, deadlines and application processes accurate, but it changes often and may be out of date. Always check with the employer or university before relying on it.

5. Honesty and academic integrity

We help you present your own achievements in the best way. We will never do your work for you or help you mislead anyone. In particular:

• Personal statements: UCAS requires your personal statement to be your own work, and runs checks for copied text. We advise and give feedback, but we don't write your statement or any part of it, and you must not submit wording that isn't yours.
• CVs and applications: everything in your CV and applications must be true. We won't help you invent or exaggerate experience, grades or achievements.
• Online assessments and interviews: we will never take a test, assessment or interview for you, sit one with you while it's live, or give you live answers. We don't share questions from real assessments where the employer requires them to be kept confidential. Our practice materials are written by us to reflect the types of questions used.
• If you ask us to do any of these things, we'll refuse, and we may end your booking under section 12.

6. Booking and paying

• You book and pay through our booking system (Calendly), with payments processed securely by Stripe. You must sign up with your email on our website before booking.
• Prices are in pounds sterling (£) and are the total you pay. We're not VAT registered, so no VAT is added. There are no booking or card fees.
• Payment is taken in full when you book. Your contract with us starts when you receive our booking confirmation email.
• If you're booking a session that starts within 14 days, you'll be asked to confirm that you want us to start providing the service within your 14-day cancellation period (see section 7).
• If we made an obvious mistake with a price, we'll contact you before the session and you can choose to pay the correct price or cancel for a full refund.
• We may change our prices at any time, but a price change won't affect a booking you've already paid for.
• Any discount or promotion code applies only as stated with it, can't be exchanged for cash and can't be combined with another offer unless we say so.

7. Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract within 14 days without giving any reason. The cancellation period ends 14 days after the day your contract starts (the day you receive our booking confirmation).

To cancel, you must tell us clearly that you've decided to cancel, before the cancellation period ends. You can email teamkocareers@gmail.com, or use the model cancellation form at the end of these terms (you don't have to use it). It's enough to send your message before the 14 days are up.

If you cancel

• If no part of the service has been provided yet, we'll refund everything you paid.
• If you asked us to start within the 14 days and we've already provided part of the service, we'll refund the amount you paid minus the value of the service provided up to when you told us you were cancelling, using the amounts in the table below.
• If you asked us to start within the 14 days, you'll lose the right to cancel once the whole service has been provided. You'll be asked to acknowledge this when you book.
• We'll refund you within 14 days of the day you tell us you're cancelling, using the same payment method you used, unless you've expressly agreed otherwise. You won't be charged any fee for the refund.

Value of each part of a service

If you cancel part-way through, this is how we work out what you've received. A part counts as provided once it has taken place (or, for a call, once your mentor was ready at the booked time and waited 15 minutes). For a CV review or HireVue review, the review counts as provided once we've sent you our feedback or strategy. Most of the work for each service happens around the first session: your mentor prepares beforehand, and afterwards we put together your feedback or strategy (for the Spring Week CV Review, with all eight mentors). That's why the first part carries most of the value.

If you book a session more than 14 days in advance, you can cancel for a full refund at any time within the 14 days, whether or not you've asked us to start early.

8. Refund policy: after the 14 days, and rescheduling

Your rights in section 7 always apply in addition to this policy, and nothing in this section reduces them.

Rescheduling

• You can reschedule any session for free if you do it at least 24 hours before it starts, using the link in your confirmation email or by emailing us. You can reschedule each session up to twice.
• If you need to reschedule with less than 24 hours' notice because of illness, a family emergency, a clash with a firm's interview or assessment, or another good reason, tell us as soon as you can and we'll rebook you free of charge.

Cancelling after the 14-day period

• More than 24 hours before a session: we'll refund the value of any parts of the service not yet provided (using the table in section 7), or move them to a later date if you'd prefer.
• Less than 24 hours before a session, or not attending: that session counts as provided and isn't refunded, because we will have reserved the time and prepared for you. If this happens for a good reason (as above), we'll offer you another time instead.
• Mentorship until April: you can end your mentorship at any time by emailing us. We'll refund the value of any monthly calls not yet provided (using the table in section 7), minus any session you cancelled with less than 24 hours' notice.

If we cancel or something goes wrong on our side

• If we need to cancel or move a session, we'll tell you as soon as possible and you can choose a new time or a full refund for that part of the service.
• If a session can't go ahead or is cut short because of a problem on our side (such as our mentor not attending or our video link failing), we'll rebook it at no cost or refund it, as you prefer.
• If your connection fails, we'll try to reconnect or finish by phone. If that's not possible, we'll offer you a shorter replacement call.
• If we can't provide the whole service, for example because we stop offering it, you'll get a full refund for anything not provided.

If you're not happy with a session

Under the Consumer Rights Act 2015, if a service isn't provided with reasonable care and skill or as described, you can ask us to put it right (for example by repeating the session), or, if we can't do that within a reasonable time or without significant inconvenience to you, to reduce the price, which can mean a full refund. Please tell us as soon as you can, ideally within 14 days of the session, so we can investigate while it's fresh. This doesn't limit your legal rights, which you can find out more about from Citizens Advice.

Chargebacks

If you think you've been charged wrongly, please contact us first, as we can usually sort it out faster than your bank. This doesn't affect your right to ask your bank or card provider for a chargeback.

9. What we need from you

• Join sessions on time, from a quiet place, ready to take part.
• Send anything we need (such as your CV) at least 24 hours before your session, and complete any recording for a HireVue review within the time we give you. If you don't, we'll do our best, but the session may be less useful, and we can't be responsible for that.
• Give us accurate information, and tell us if your plans change.
• Treat our mentors with respect. We have zero tolerance for abuse, harassment or discrimination.
• Contact mentors only through KO Careers email (or WhatsApp, if you're on our Mentorship and aged 18 or over), not through personal accounts or social media.

10. Recording and confidentiality

• No recording: neither you nor we may record, screenshot or livestream a session without everyone's agreement in advance. Sessions with students under 18 are never recorded. The only exception is the video you record yourself for a HireVue Mock Review.
• Our confidentiality: we keep what you tell us confidential and share it only as explained in our Privacy policy. The only exception is if we're worried about someone's safety or the law requires us to share it.
• Mentors' privacy: please don't share our mentors' personal contact details or post about them online without their permission.

11. Our content and yours

• Your work: your CV, personal statement and other documents stay yours. You give us permission to use them only to deliver your service.
• Our materials: our website, podcast, guides, practice questions, templates, feedback documents and the KO Careers name and logo belong to us (or people who've licensed them to us). You may use them for your own personal, non-commercial use. You may not copy, sell, publish, share publicly or use them to train AI tools without our written permission.
• Testimonials: we'll only publish your feedback or testimonial if you agree, and you can ask us to remove it at any time.

12. When we can end a booking

We may end your booking, or refuse a future booking, if you:

• are abusive, threatening or discriminatory towards a mentor;
• try to contact a mentor privately in breach of section 9, or ask us to act dishonestly (section 5);
• gave false information about your age or identity; or
• seriously break these terms in another way.

We'll tell you why in writing. We'll refund the value of any parts of the service not yet provided, unless doing so is unreasonable because of what you did (for example, where a mentor was harmed); we will never keep more than is fair.

13. Our responsibility to you

• If we don't meet these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss or damage is foreseeable if it's obvious it will happen, or if both of us knew it might happen when you booked.
• We don't exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breaching your legal rights as a consumer, including the right to services being provided with reasonable care and skill and as described.
• Our services are for personal use only. We aren't responsible for any loss of business, profit or business opportunity.
• Because we can't control the decisions of employers and universities (section 4), we aren't responsible for you not getting an offer, place or particular result, unless that was caused by our failure to provide the service with reasonable care and skill.
• Apart from the above, our total liability to you for any one booking is limited to twice the price you paid for it.

14. Events outside our control

We aren't responsible for delays or failures caused by events outside our reasonable control (for example, a major internet or platform outage, serious illness or extreme weather). If this happens, we'll tell you as soon as possible and do what we can to limit the effect. If a session is affected, we'll rebook it, and if it can't be rebooked within a reasonable time, you can cancel and get a refund for anything not provided.

15. Using our website

• You may use our website for your own personal use. You must not misuse it, for example by trying to break its security, introducing viruses, scraping it, or using automated systems to sign up or book.
• To book calls and listen to podcast episodes you need a free KO Careers account. Give us accurate details, keep your password private and don't share your account. You can ask us to delete your account at any time by emailing teamkocareers@gmail.com. We may suspend or delete an account that is used to break these terms.
• Some content is free, such as podcast episodes for people with an account. We may change, pause or remove free content at any time. Features marked “Soon” aren't available yet and may change before they launch.
• We don't guarantee that our website will always be available or free from errors, but we'll fix problems as soon as we reasonably can.
• We link to other websites for your information. We don't control them and aren't responsible for their content.
• Our Privacy policy explains how we use your information, including the small amount of information saved in your browser.

16. Complaints and disputes

If you're unhappy with anything we've done, please email teamkocareers@gmail.com with “Complaint” in the subject line. We'll acknowledge your complaint within 5 working days and aim to give you a full response within 14 days. If it will take longer, we'll tell you why and when to expect it.

We don't currently use an alternative dispute resolution (ADR) scheme. If we can't resolve your complaint, you can get free, impartial advice from:

• England and Wales: Citizens Advice consumer helpline, 0808 223 1133, citizensadvice.org.uk/consumer
• Scotland: Advice Direct Scotland, 0808 164 6000, consumeradvice.scot
• Northern Ireland: Consumerline, 0300 123 6262, nidirect.gov.uk/consumerline

You can also make a claim through the courts. For small amounts, this is usually the small claims track.

17. Changes, transfers and the law that applies

• Changes to these terms: we may update these terms, for example to reflect a change in the law or our services. The terms in place when you booked apply to that booking, unless a change is required by law. If we make a change that significantly affects a booking you've already paid for, we'll tell you and you can cancel for a refund of anything not yet provided.
• Transfers: we may transfer our rights and obligations under these terms to another business, for example if KO Careers is sold. We'll tell you, and if you're unhappy, you can cancel for a refund of anything not yet provided. You may transfer an unused booking to another student only with our agreement (and, if they're under 18, their parent or guardian's consent).
• Other people: this contract is between you and us. Nobody else has any rights under it, except a student booked for by a parent or guardian, who may enforce the parts about their sessions.
• If a court finds part of these terms invalid: the rest of the terms will still apply.
• If we don't enforce a term straight away: we can still enforce it later.
• Law and courts: these terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings there, and you keep any rights you have under the consumer law of the place you live.

18. Testimonials, statistics and fair trading

Every testimonial on our website comes from a real student who used our services. Where we help a student put their feedback into words, they check and approve the final wording before it's published, and we never change its meaning. We don't pay for testimonials and we don't hide negative feedback. If we ever give someone anything in return for a review, we'll say so next to it. Statistics on our website (such as offers landed) are based on our records and we can tell you how they're worked out if you ask.

The price shown for each service is the total you'll pay. We don't add hidden or compulsory fees.

19. Model cancellation form

Complete and return this form only if you wish to cancel the contract. You can copy it into an email to teamkocareers@gmail.com.