Refund Policy

3. Detailed Refund Terms by Service

3.1 Executive and Leadership Coaching

Coaching fees and assessment fees are billed separately. Coaching fees cover the coaching sessions included in the package. Assessment fees cover publisher licensing costs and administration for any assessments selected as part of the engagement. Assessment debriefs are conducted within a regularly scheduled coaching session and count toward the coaching session total.

Individual Clients (Two-Party Engagements)

Package Cancellation (Before First Session): If you purchase a coaching package and wish to cancel before your first session has taken place, you are entitled to a full refund of coaching fees minus a $150 administrative fee to cover intake processing, scheduling setup, and assessment preparation. Assessment fees for assessments not yet administered will also be refunded.

Package Cancellation (After Sessions Have Begun): If you cancel after sessions have begun, completed sessions will be billed at the single-session rate of $750 per session. The per-session rate for multi-session packages reflects a volume discount contingent on completing the full package. This rebilling reflects the actual market rate for the services provided, not a penalty for early termination. Any difference between the coaching package fee and the total of completed sessions at the single-session rate will be refunded within thirty (30) calendar days.

Assessment Fees: Assessment fees are non-refundable once the assessment has been administered (sent to the participant for completion). Assessment publisher licensing fees are incurred at the time of administration and cannot be recovered by TGC&C. The coaching refund calculation applies to coaching fees only.

Single Session Cancellation: Individual coaching sessions ($750) may be cancelled or rescheduled with at least twenty-four (24) hours’ notice for a full refund or reschedule. Sessions cancelled with less than 24 hours’ notice, or no-shows, are non-refundable and count as a completed session.

Organization-Sponsored Coaching (Three-Party Engagements)

Organization-sponsored coaching engagements are paid in full upon execution of the Coaching Agreement. The following cancellation terms apply to the organizational sponsor:

Before First Session: If the sponsor cancels before the participant’s first session, the sponsor will receive a full refund of coaching fees minus a $150 administrative fee. Assessment fees for assessments not yet administered will also be refunded.

After Sessions Have Begun: If the engagement is terminated after sessions have begun, completed sessions are billed at the single-session rate of $750 per session. The difference between the coaching package fee and the total of completed sessions at the single-session rate is issued as a Session Credit to the sponsor — not a refund. Session Credits may be applied toward a coaching engagement for a different individual within the sponsor’s organization. Session Credits are valid for twelve (12) months from the date of termination, with a one-time six (6) month extension available upon written request before the expiration date. Session Credits are non-transferable to other organizations, non-refundable, and expire if unused.

Assessment Fees: Assessment fees are non-refundable once administered, regardless of the coaching engagement status. The Session Credit calculation applies to coaching fees only.

Participant Termination: If the participant elects to end coaching, TGC&C will notify the sponsor that the coaching engagement has concluded and provide the date. Session Credits for unused coaching sessions are issued to the sponsor per the terms above.

3.2 Fractional CPO & HR Advisory (Retainer Services)

Minimum Commitment: Retainer services require a six (6) month minimum commitment. During the minimum commitment period, early termination is subject to a termination fee equal to two (2) months’ retainer, unless TGC&C agrees to waive this fee in writing.

After Minimum Commitment: Following the minimum commitment period, either party may terminate with thirty (30) days’ written notice. No refund is provided for the current month’s retainer. Future monthly charges will cease upon the effective termination date.

Unused Services: Advisory hours, strategy calls, and included services that are unused during a billing period do not roll over to future months and are not refundable.

3.3 Project-Based Consulting

This section applies to HR Department Assessments, Talent Management Consulting, Organizational Design, Change Management, Engagement & Retention, Recruiting Strategy, Performance Management Design, Compensation & Benchmarking, Onboarding Program Design, HR Technology Selection, and HR Policy & Compliance engagements.

Cancellation Before Work Begins: If you cancel a project-based consulting engagement after signing the Engagement Agreement but before substantive work has begun, you will receive a full refund of your deposit minus a planning fee equal to ten percent (10%) of the deposit amount, to cover proposal development, project planning, and scheduling.

Cancellation After Work Has Begun: If you cancel after work has begun, TGC&C will invoice for all work completed through the cancellation date at the rates specified in the Engagement Agreement. Any unused portion of the deposit will be refunded after deducting fees for completed work.

Scope Changes: If the scope of a project changes materially during the engagement, TGC&C will provide a revised proposal. Additional fees require your written approval before being incurred.

3.4 Leadership Assessments (Standalone)

This section applies to standalone assessment engagements — assessments purchased outside of a coaching package. For assessments included within a coaching engagement, see Section 3.1.

Before Administration: If you cancel an assessment engagement before the assessment has been sent to the participant, you will receive a full refund.

After Administration: Once an assessment has been administered (sent to the participant for completion), the assessment fee is non-refundable. Assessment publisher fees are incurred at the time of administration and cannot be recovered by TGC&C.

Debrief Sessions: If an assessment has been completed but you wish to cancel the debrief session, the assessment fee remains non-refundable. The debrief portion of the fee may be applied as a credit toward future services, valid for twelve (12) months from the cancellation date.

360° Feedback and Multi-Rater Processes: Once the rater invitation process has been initiated (invitations sent to raters), the assessment is considered administered for purposes of this Section, regardless of whether all raters have responded.

3.5 Team Development Programs

Before Program Launch: If you cancel a team development program before the team launch session (first group meeting), you will receive a full refund minus the cost of any assessments that have already been administered. Once assessments are sent, those costs are non-recoverable.

After Program Launch: Once a team development program has launched, refunds are calculated on a pro-rata basis for remaining months, minus assessment costs incurred. Completed months are billed at the monthly program rate.

Individual Participant Withdrawal: If an individual team member withdraws from a program after it has launched, no refund is provided for that participant. The program continues for remaining participants.

3.6 Facilitation and Workshops

14+ Days Before Event: Full refund of all fees paid.

7–13 Days Before Event: Fifty percent (50%) refund. The deposit is forfeited to cover preparation, materials development, and scheduling.

Less Than 7 Days Before Event: No refund. At this point, preparation is substantially complete and the time has been reserved.

Rescheduling: Events may be rescheduled with at least fourteen (14) days’ notice at no additional charge, subject to TGC&C’s availability. Rescheduling within 14 days may incur additional fees.

3.7 Career Development Planning

Career Development Planning packages follow the same refund terms as Executive Coaching packages (Section 3.1), with the additional note that any assessments (e.g., Strong Interest Inventory, CliftonStrengths, VIA Character Strengths) that have been administered are non-refundable once sent to the participant.

3.8 Self-Paced Digital Courses

14-Day Satisfaction Guarantee: Self-paced courses are covered by a 14-day satisfaction guarantee. If you are unsatisfied with a course, you may request a full refund within fourteen (14) calendar days of purchase, provided you have completed less than twenty-five percent (25%) of the course content.

After 14 Days or 25% Completion: Courses are non-refundable after 14 days from purchase or after you have accessed more than 25% of the course content, whichever occurs first.

Technical Issues: If you experience technical issues that prevent you from accessing course content, please contact us. We will work to resolve the issue or provide a full refund if the issue cannot be resolved within a reasonable timeframe.

4. EU and UK Statutory Right of Withdrawal

If you are a consumer (an individual acting outside the scope of your trade, business, craft, or profession) located in the European Economic Area (EEA) or the United Kingdom, you have a statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) or the UK Consumer Contracts Regulations 2013, as applicable. This right exists in addition to the refund terms described in Section 3.

4.1 Your Right

You have the right to withdraw from a contract for services or digital content purchased remotely (including via our website, email, or telephone) within fourteen (14) calendar days from the date the contract is concluded, without giving any reason.

To exercise this right, you must inform us of your decision to withdraw by sending a clear, unambiguous statement to michael@totalgrowthcc.com before the 14-day withdrawal period expires. You may use the following model withdrawal form, though it is not required:

“I hereby give notice that I withdraw from my contract for the provision of the following service: [describe the service], ordered on [date], Name: [your name], Email: [your email], Date: [today’s date].”

4.2 Effect of Withdrawal

If you exercise your right of withdrawal, we will reimburse all payments received from you, without undue delay and in any event no later than fourteen (14) days from the day on which we are informed of your decision to withdraw. We will use the same payment method you used for the original transaction; in any event, you will not incur any fees as a result of the reimbursement.

4.3 Exceptions — Services Already Begun

If you have expressly requested that TGC&C begin performing services during the withdrawal period (for example, by scheduling and attending a coaching session, requesting that an assessment be administered, or requesting that consulting work commence), and you have acknowledged that you will lose your right of withdrawal once the service has been fully performed, the following applies:

• If you withdraw after performance has begun but before the service is fully completed, you will owe TGC&C a proportionate amount for the services already provided up to the point you notified us of your withdrawal. This amount will be calculated on the basis of the total price agreed in the contract, or if the total price is excessive, on the basis of the market value of the services provided.

• If the service has been fully performed during the withdrawal period with your express prior consent and acknowledgment, the right of withdrawal is lost and no refund is due.

Before beginning any services during the withdrawal period, TGC&C will request your express consent and your acknowledgment that you will lose your right of withdrawal once the service is fully performed.

4.4 Exceptions — Digital Content

For self-paced digital courses and other digital content not supplied on a tangible medium:

• If you have given your express consent to begin the download or streaming of the digital content during the withdrawal period, and you have acknowledged that you thereby lose your right of withdrawal, no refund is due after performance has begun.

• If you have not given such consent and acknowledgment, the full 14-day right of withdrawal applies, regardless of how much content you have accessed.

TGC&C will obtain your express consent and acknowledgment before providing access to any digital content during the withdrawal period.

4.5 Assessments

Once a leadership assessment has been administered (sent to the participant for completion), the assessment publisher’s fees are incurred and cannot be recovered. If you exercise your right of withdrawal after an assessment has been administered at your express request, the non-recoverable assessment publisher fees will be deducted from your refund as costs for services already provided.

4.6 Interaction with TGC&C Refund Terms

Where the EU or UK statutory right of withdrawal provides you with more favorable refund terms than those described in Section 3 of this policy, the statutory right prevails. Where TGC&C’s own refund terms are more generous than the statutory minimum (for example, our 14-day satisfaction guarantee on self-paced courses with a 25% completion threshold), you benefit from the more favorable of the two.

For business clients (organizations engaging TGC&C on behalf of their employees or teams) that are not acting as consumers, the statutory right of withdrawal does not apply, and the refund terms in Section 3 govern exclusively.

5. How to Request a Refund

To request a refund or discuss cancellation of services, please contact us:

Email: michael@totalgrowthcc.com

Subject Line: Refund Request — [Your Name] — [Service Type]

Please include the following information in your request:

• Your full name and company name (if applicable).

• The service or product for which you are requesting a refund.

• The date of purchase or engagement start date.

• The reason for your cancellation or refund request.

• Your preferred refund method (original payment method, credit toward future services, etc.).

We will acknowledge your request within two (2) business days and process approved refunds within fourteen (14) business days of approval. For EU and UK consumers exercising their statutory right of withdrawal, refunds will be processed within fourteen (14) calendar days of receiving your withdrawal notice.

6. Refund Processing

Payment Method: Refunds will be issued to the original payment method used for the purchase (credit card, debit card, or bank account). If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

Processing Time: Please allow five to ten (5–10) business days for the refund to appear on your statement after it has been processed by TGC&C. International transactions may take longer due to bank processing times.

Currency: All refunds are processed in United States Dollars (USD). If you paid in another currency, your bank will apply the exchange rate at the time of the refund, which may differ from the rate at the time of the original payment.

Stripe Processing: Refunds are processed through Stripe. TGC&C will absorb the original transaction processing fees and will not pass these costs to you.

7. Credits and Transfers

Session Credits (Organization-Sponsored Coaching): When an organization-sponsored coaching engagement is terminated after sessions have begun, the unused coaching fee balance is issued as a Session Credit to the organizational sponsor rather than a monetary refund. Session Credits may be applied toward a coaching engagement for a different individual within the sponsor’s organization. Session Credits are valid for twelve (12) months from the date of termination, with a one-time six (6) month extension available upon written request before the expiration date. Session Credits are non-transferable to other organizations, non-refundable, and expire if unused. TGC&C will provide written confirmation of the Session Credit amount upon termination.

General Service Credits: In some cases, rather than a monetary refund, TGC&C may offer a credit toward future services of equal or greater value. Service credits are valid for twelve (12) months from the date of issuance and are non-transferable. For EU and UK consumers exercising their statutory right of withdrawal, a monetary refund will always be provided upon request; credits may not be substituted for a cash refund without your consent.

Package Transfers: Coaching packages and program enrollments are non-transferable to other individuals unless approved in writing by TGC&C. Organizational sponsors may request to reassign a coaching engagement to a different participant from the same organization, subject to TGC&C’s approval.

8. Exceptions and Special Circumstances

We recognize that exceptional circumstances arise. In the following situations, TGC&C will work with you on a case-by-case basis to find a fair resolution:

• Medical emergencies or serious illness affecting the client or an immediate family member.

• Death of the client or an immediate family member.

• Significant organizational disruption (e.g., acquisition, bankruptcy, mass layoff) affecting the sponsoring organization.

• Force majeure events (natural disasters, pandemics, government actions) that prevent service delivery or participation.

In these circumstances, please contact us as soon as possible. We will handle each situation with care and flexibility while maintaining fairness for both parties.

9. Dissatisfaction and Quality Concerns

If you are dissatisfied with the quality of services received, we want to hear about it before it becomes a refund request. We are committed to delivering high-quality work and will make reasonable efforts to address concerns, including:

• Revising or reworking deliverables that do not meet the agreed-upon scope.

• Providing additional sessions or support to address coaching or development concerns.

• Reassigning your engagement to a different consultant or coach (when available) if there is a fit issue.

If after good-faith efforts to resolve the issue you remain dissatisfied, we will discuss refund options appropriate to the situation and service type.

10. International Clients

This Refund Policy applies equally to domestic and international clients. International clients should be aware of the following:

• Currency: Refunds are processed in USD. Exchange rate fluctuations may result in a refund amount that differs from the original payment when converted to your local currency.

• Bank Fees: International wire transfer fees or bank charges associated with receiving a refund are the responsibility of the client.

• Processing Times: Processing times for international refunds may be longer than domestic refunds due to cross-border banking procedures.

• Taxes: Any taxes, VAT, or GST paid in connection with the original transaction will be refunded in accordance with applicable tax laws in your jurisdiction. Where VAT or GST was included in the original payment, the refund will include the corresponding VAT or GST amount.

• Statutory Rights: If you are a consumer in the European Economic Area, the United Kingdom, or another jurisdiction with mandatory consumer protection laws, your statutory cancellation and refund rights (including the right of withdrawal described in Section 4) are not affected by this policy and will prevail where they provide more favorable terms.

11. Modifications to This Policy

TGC&C reserves the right to modify this Refund Policy at any time. Changes will be reflected by updating the Effective Date at the top of this document. Modifications will not apply retroactively to engagements entered into before the modification date. The refund terms in effect at the time of your purchase or engagement will apply.

12. Contact Information

For refund requests or questions about this policy, please contact:

Total Growth Coaching and Consulting, LLC

Attn: Billing and Refund Inquiries

Email: michael@totalgrowthcc.com

Website: totalgrowthcc.com

Location: Dallas-Fort Worth, Texas, United States

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the State of Texas, United States. Disputes related to refunds are subject to the dispute resolution provisions in our Terms of Service. Nothing in this policy limits or excludes any mandatory rights you may have under the consumer protection laws of your jurisdiction, including your statutory right of withdrawal where applicable.