Returns and refunds.
We want you to feel good about what you buy from us. If something isn’t right – whether it’s a card deck that arrived bent or a toolkit that didn’t quite nail it for your team – we’d like to know and we’d like to fix it.
Our approach is simple: we offer a 30-day money-back guarantee on almost everything we sell. No trick questions. No hoops to jump through. Just a few sensible conditions depending on what you bought.
The short version
You have 30 days to request a refund on our digital products, physical products and coaching. The process varies a little depending on which you bought, but the principle is the same across all three. One product sits outside the guarantee, and it’s listed below.
This page forms part of our terms of service. Where a product has its own standard terms, like coaching, those terms also apply and take priority if the two ever differ.
If you’re unsure which category your purchase falls into, or you just want to talk to a human, get in touch and we’ll sort it out.
Digital products
This covers our Strategic Planning Toolkit, Team Planning Toolkit and any other downloadable tools – or courses – we sell.
How to request a refund: fill out the digital returns form. It takes about a minute.
What you can choose:
- A full refund to your original payment method, or
- A store credit worth 125% of what you paid, to use on anything else we sell
The 125% credit option is our way of saying thanks for sticking with us. It’s meant for people who still see value in what we’re doing but found that one particular tool wasn’t the right fit. Subject to reasonable use.
One condition we do need to hold firm on: because our digital products are infinitely copyable, refunds are only available if you haven’t shared, distributed or passed on the files to anyone else, in any form. When you request a refund, you’ll be asked to confirm that you’ve destroyed all copies in your possession. We trust you on this. Please don’t make us regret that.
Physical products
This covers our Daily Acts of Leadership and Finding Method in the Madness card decks, the Impact Planner and anything else we ship in the mail.
How to request a return: contact us and let us know what you’d like to return and why. We’ll reply with return instructions.
A few practical notes:
- Items need to come back in unused, re-saleable condition. We’ll inspect them when they arrive and let you know if there’s any issue
- For change-of-mind returns, return postage is on you and we’re not able to refund the original postage you paid either. This is just the reality of a small startup shipping physical things around the world
- Once we’ve received and inspected the item, we’ll process your refund within a few business days
If your order arrives damaged, faulty or incorrect: tell us straight away and send a photo if you can. We’ll work it out with you. Usually that means a replacement or refund at no cost to you, but we’d rather sort the specifics case by case than make promises that don’t fit every situation.
Coaching
Every coaching option comes with a 30-day guarantee. Tell us within 30 days of buying, or within 30 days of your start date if we’ve agreed one, and we’ll refund what you’ve paid.
Single sessions. Have the session, and if it wasn’t worth your time, say so.
Multi-session packs. Let us know before you’ve used more than one session.
Retainers. The guarantee falls away once an included workshop or planning day has been booked or delivered.
Our coaching terms also cover a few other situations where we’d refund you, including if we have to change who you’re working with, or if the named leader on a retainer leaves and the new relationship isn’t right for either of us.
How to request a refund: e-mail us. There’s no form for this one, because we’d rather have the conversation.
The one exception
The One-Day Strategic Planning Workshop isn’t covered by the money-back guarantee. It’s a single-session, fixed-format offering and by its nature you’ll know what you got by the end of the day. If something’s gone wrong, talk to us, but it sits outside the standard guarantee.
How long refunds take
Once we’ve approved your refund, it usually takes three to five business days for the refund to be processed. If you paid by bank transfer or direct debit, we’ll refund the same way and it can take a little longer. Store credits are issued immediately.
Still have questions?
The easiest thing is to just ask us. We read every message, and we’d rather have a quick conversation than leave you guessing.