General approach
We assess refund requests fairly according to the service purchased, work already completed, costs already committed and the terms shown at checkout or in an accepted proposal. A service-specific written agreement takes priority over this general policy.
Custom projects and retainers
Deposits reserve team capacity and may become non-refundable once discovery, planning or production begins. If a project is cancelled, fees remain payable for completed work and non-cancellable third-party costs. Any unused eligible balance will be calculated against the agreed scope and milestones.
Consultations
A consultation may be rescheduled with reasonable advance notice. Missed sessions or late cancellations may not be refundable where the time was reserved and could not reasonably be rebooked.
Courses and digital learning
Eligibility depends on the course offer and the amount of content or live teaching already accessed. Downloaded materials, completed assessments, issued certificates and substantially consumed courses are generally not refundable except where required by law.
Duplicate or incorrect charges
Contact us promptly if you believe you were charged twice or charged an incorrect amount. Once verified, an incorrect charge will be corrected using the original payment method where possible.
How to request a refund
Submit a request through our Contact page with the purchaser’s name, order or invoice reference, service purchased, payment date and reason for the request. We may ask for additional information needed to verify the transaction.
- Approved refunds are normally returned to the original payment method
- Bank and payment-provider processing times are outside our control
- Taxes or third-party fees are refunded only where recoverable
Consumer rights
Nothing in this policy limits mandatory rights available under applicable consumer law.
Send us your question and we’ll point you to the relevant policy.