Refunds & Returns Policy

    

Effective Date: 01 January 2025   Last Updated: 09 February 2026

 

This Refunds & Returns Policy explains how refunds, cancellations, and (where relevant) returns work for purchases made through this website. It is designed to be transparent and fair, and it does not exclude or limit any mandatory consumer rights you may have under applicable law.

1) Scope of this policy

This policy applies to purchases of:

• Digital products (for example: guides, templates, downloadable files, online courses, recordings, and other digital resources)

• Coaching services and programmes (including 1:1 coaching sessions and structured coaching programmes)

If we introduce physical goods in future, we will update this policy accordingly.

2) Pricing, currency, and payment

• Prices are listed in United States Dollars (USD) unless stated otherwise.

• Payments must be made via approved methods made available at checkout (for example: credit/debit card, EFT, PayFast, or other listed processors).

• Your payment provider may apply exchange rates or fees, which are outside of our control.

3) How to request a refund or raise an issue

To request a refund (where eligible) or report a billing issue, please contact us at:

Refunds contact: [your support email]
Subject line: “Refund Request – [Order Number]”

Please include:

• Your full name and the email address used at checkout

• Order number / proof of purchase

• The product or programme purchased

• The reason for the request (and any supporting information)

If a refund is approved, refunds are issued to the original payment method where possible. Processing times depend on your bank/payment provider, but we aim to process approved refunds within 10 business days.

4) Digital products (downloads, templates, recordings, courses)

Because digital products are delivered immediately and cannot be “returned” in the traditional sense, refunds are handled as follows:

No-change-of-mind refunds (general rule):

• Digital products are non-returnable and non-refundable once accessed, downloaded, streamed, or otherwise supplied, except where required by law.

When a refund may be granted:

• Duplicate purchase or duplicate charge

• Billing error on our side

• A verified technical issue that prevents access, which we cannot resolve within a reasonable time

• Any situation where a refund is required by applicable consumer law

Important notice for UK/EU consumers (digital content):
Where the law provides a cancellation (withdrawal) right, you may lose that right once digital supply begins if you expressly consent to immediate supply and acknowledge that your cancellation right ends once access/download/streaming starts. We may require this acknowledgement at checkout for immediate access products.  

5) Coaching services and programmes

5.1 Coaching sessions are non-refundable

All coaching sessions and coaching programmes are non-refundable once purchased except where required by law.

This is because coaching involves reserved capacity, scheduling, preparation, and delivery of a professional service.

5.2 Session availability window (12 months)

If your programme includes a defined number of coaching sessions, those sessions:

• remain available for 12 months from the programme start date, and

• must be scheduled and used within that 12-month window.

Any sessions not used within the 12-month period may expire and be forfeited, unless otherwise stated in writing or required by law.

5.3 If you need to postpone

If you need to postpone your participation, contact us as soon as possible. Where practical, we will work with you to reschedule within the 12-month availability window. (This postponement does not create a right to a cash refund.)

6) Subscriptions and recurring payments (if applicable)

If you are on a subscription (for example: a membership billed monthly or annually):

• You may cancel renewal at any time through the method provided at sign-up (account settings or the cancellation link/process provided).

• Cancellation stops future renewals. Fees already paid for the current billing period are generally not refunded, except where required by law or where we have clearly failed to deliver the paid service.

Where applicable law requires “easy cancellation” standards for subscriptions, we aim to make cancellation as straightforward as sign-up.  

7) Chargebacks and payment disputes

If you believe a payment was made in error, please contact us first so we can resolve it quickly.

Unresolved or unjustified chargebacks can result in loss of access to digital products/services while the dispute is investigated.

8) Mandatory consumer rights (regional notes)

Your rights can vary depending on where you live and how the purchase was made. If local mandatory law gives you additional rights, those rights apply.

8.1 South Africa (CPA + ECTA e-commerce rules)

South African consumers may have additional protections, including:

• Cooling-off rights for certain direct marketing transactions, generally within five business days, with suppliers required to refund payments within the required timeframe after valid cancellation.  

• For certain electronic transactions, the ECTA provides a 7-day cooling-off period for goods (after receipt) and for services (after conclusion), with specific exclusions, including where services began with the consumer’s consent before the end of the 7-day period.  

8.2 UK / EU (distance selling and withdrawal rights)

Consumers in the UK/EU commonly have a 14-day right to cancel/withdraw from distance purchases in many cases, with important exceptions and rules for:

• Digital content (cancellation right can end once downloading/streaming/access begins, if the required consent and acknowledgement are obtained), and

• Services (if you request the service to begin during the withdrawal period, you may be responsible for a proportionate amount for services performed, and the right can be lost once fully performed under the legal conditions).  

8.3 United States

The USA does not have a single uniform “cooling-off” right for all online purchases, but there are clear expectations and rules around:

• Delivery and fulfilment: if a seller cannot deliver as promised and the customer does not consent to a delay, the seller must provide a refund.  

• Certain off-premises/door-to-door sales may have a cancellation right under FTC rules, depending on the circumstances.  

• Subscription cancellation practices may be regulated and are evolving; we aim to keep cancellation practical and accessible.  

9) Changes to this policy

We may update this policy from time to time to reflect operational changes or legal requirements. The “Last updated” date at the top will be revised accordingly.