What happens if a client requests a refund?

We do have a 30 day refund policy.  However, we don’t immediately take the attitude of “the customer is always right” for a couple of reasons.  Firstly, with the type of work we do, clients sometimes do not resonate with the information received straight away and it is only after self introspection that they come to the realisation they need.  Secondly, if information is given about future events or circumstances, until they occur, it cannot be proved accurate or not.  Our refund policy will cover times where a consultation hasn’t progressed due to technical difficulties, a no show from the consultant or other circumstances or “Acts of God” that are out of our control ie. power failure etc.  In these circumstances, we will generally try to encourage the client to reschedule rather than cancel.  We may also consider situations whereby a client has felt our policy conditions of empathy and professionalism have not been upheld, however, again it will be in consideration of the first two reasons. In all requests for refund, our decision making will occur in consultation with you as the Consultant and are dealt with on a case by case basis.  If a refund has been approved, we may, at our discretion, either request a refund of your portion of the refunded amount or withhold future payments until the balance is paid.

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