Refund Policy
Cardinal Point Coaching
Last Updated: October 1, 2025
Our Commitment
At Cardinal Point Coaching, we are committed to providing high-quality coaching services that help you navigate high-conflict situations with clarity and control. This Refund Policy outlines the terms under which refunds may be requested and granted.
Please read this policy carefully before purchasing any services. By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy.
1. General Refund Principles
Our Position on Refunds
Coaching is a collaborative process that requires commitment from both the coach and the client. Once time has been reserved for you and services have been delivered, that time cannot be reclaimed or resold. Therefore:
All sales are generally final once services have been rendered
Refunds are granted at our sole discretion and only under specific circumstances outlined below
Refund requests must be made in writing via email to matthew@cardinalpointcoach.com
Processing time: Approved refunds will be processed within 14 business days
Payment is Required in Advance
All coaching sessions and services must be paid for in advance of delivery. This policy protects both your commitment to the process and our ability to reserve time specifically for you.
2. Complimentary Consultation Sessions
Free Introductory Calls
All initial consultation sessions are FREE (30-45 minutes)
No payment is required for consultation sessions
No refund is applicable as no payment was made
Consultations are used to determine mutual fit before any paid services begin
Purpose
The free consultation ensures:
You understand what coaching is and is not
We can assess whether we're a good fit to work together
You can ask questions before making any financial commitment
Both parties can make an informed decision
3. Single Session Refund Policy
One-Time Coaching Sessions ($180)
Within 72 Hours of Purchase:
Full refund available if requested within 72 hours (3 days) of purchase
Session must not have occurred
Request must be made in writing
Within 14 Days of Purchase:
50% refund available if requested within 14 days of purchase
Session must not have occurred
Request must be made in writing
After 14 Days of Purchase:
No refund available, regardless of whether session has occurred
You must schedule and attend your session or forfeit payment
After the Session Has Occurred:
No-Show Policy:
Important Notes
Refund deadlines are based on purchase date, not session date
You are responsible for tracking your purchase date
The 72-hour and 14-day periods include weekends and holidays
Time is calculated from the moment of purchase confirmation
Why This Policy?
Single sessions represent a specific time reserved exclusively for you. Once purchased, we commit capacity and preparation time to your session. The time-limited refund window protects both the value of our time and gives you adequate opportunity to reconsider your purchase.
4. Multi-Session Package Refund Policy
10-Session Intensive Package ($1,499)
Within 7 Days of Purchase:
Full refund available if requested within 7 days of purchase
Request must be made in writing
No sessions should have been completed
If any sessions have occurred, prorated refund policy applies instead
Within 30 Days of Purchase AND Before 3rd Session:
Prorated refunds available for unused sessions if:
Refund calculation: Total package price minus the per-session rate ($199/session) for completed sessions, minus a $150 administrative fee
Example Prorated Refund Calculation:
Package purchased: $1,499
Sessions completed: 2
Calculation: $1,499 - (2 × $199) - $150 administrative fee = $951 refund
After 30 Days OR After 3rd Session:
Document Review Session:
Session Expiration:
Package sessions must be used within 6 months of purchase date
After 6 months, unused sessions expire with no refund
Extensions may be granted for extraordinary circumstances (at our sole discretion)
Why These Limits?
Coaching is a process that builds over time
Initial sessions involve assessment and foundation-building
Results often don't appear until several sessions in
The 3-session threshold represents the minimum engagement to assess effectiveness
The package discount is offered based on full completion
The 30-day window provides adequate time to evaluate fit
5. Subscription/Membership Refund Policy
Monthly Coaching Subscription ($349/month)
Cancellation:
May be cancelled at any time
Cancellation must be submitted in writing at least 5 business days before next billing date
Access continues through the end of the current billing period
Refunds:
No refunds for partial months
No refunds for unused sessions within a billing period
If you cancel mid-month, you retain access until the period ends, but no refund is issued
Example:
Billing date: 1st of each month
You cancel on the 15th
You retain access through the end of the month (30th/31st)
No refund for the remaining days
Next billing does not occur
Full Membership ($799/month)
Same Terms as Above, Plus:
No refunds for text support access or workshop access
All terms apply whether you used 1 session or 5 sessions in that month
Workshops attended are considered delivered value and are not refundable
Why No Partial Refunds?
Subscriptions are priced at a significant discount compared to single sessions
We reserve time capacity for subscribers that could be allocated to other clients
Text support and workshop access are available throughout the month
The membership model requires predictable, consistent commitment
6. Group Coaching/Workshops
Group Discussion Sessions (Coming Soon - $222/month)
Before First Session:
After Attending Any Session:
No refunds once you've attended any group session
Cancellation may be made for future months, but current month is non-refundable
One-Time Workshops
Before Workshop:
Full refund if cancelled at least 7 days before the workshop
50% refund if cancelled 3-7 days before
No refund if cancelled less than 3 days before
After Workshop:
Why Stricter Workshop Policies?
Group sessions require coordination of multiple participants
Materials are prepared specifically for registered participants
Late cancellations prevent others from taking available spots
Workshop recordings (if provided) represent delivered value
7. No-Show & Late Arrival Policy
No-Shows
If you fail to attend a scheduled session without prior notice:
Session is forfeited and marked as completed
No refund will be issued
No rescheduling without payment for the missed session
This applies to all service types
No-show counts as a completed session for package refund calculations
Late Arrivals
Sessions begin at the scheduled time
If you arrive late, the session ends at the originally scheduled time
No refunds or time extensions for late arrivals
No exceptions unless due to technical issues on our end
Technical Difficulties
Our Responsibility:
If technical issues on our end prevent the session, we will reschedule at no charge
Session will not count toward your package total
Your Responsibility:
You are responsible for ensuring you have working technology
Test your connection before the session
Have a backup plan (phone access if video fails)
Technical issues on your end do not qualify for refunds
Reasonable Accommodation:
If you experience legitimate technical issues, notify us immediately
We will make reasonable efforts to troubleshoot
We may reschedule once as a courtesy, but cannot guarantee this for recurring issues
8. Cancellation & Rescheduling Policy
Advance Notice Requirements
To Reschedule Without Penalty:
At least 24 hours notice required for all session types
Notice must be submitted in writing (email preferred)
Verbal cancellations are not accepted
Rescheduling does not affect refund eligibility windows
Same-Day Cancellations
Not permitted except in documented emergencies
Session counts as completed if cancelled same-day
No refund will be issued
Session is forfeited for package holders
What Qualifies as an Emergency?
Acceptable emergencies (documentation may be required):
Sudden serious illness or injury requiring medical attention
Death in the immediate family
Natural disaster or severe weather emergency
Car accident or similar unforeseen incident
Other situations at coach's sole discretion
Documentation may include:
Doctor's note
Hospital admission records
Death certificate or obituary
Police report
Weather emergency declaration
Chronic Rescheduling
If you develop a pattern of frequent rescheduling:
We reserve the right to require stricter cancellation terms
We may require you to schedule sessions closer to the date
We may decline to continue the coaching relationship
Refund eligibility is not affected, but session access may be
9. Dissatisfaction & Service Quality
Our Quality Commitment
We are committed to providing high-quality coaching services. However, we recognize that coaching may not be the right fit for everyone.
If You're Unsatisfied
First Step - Direct Communication:
Contact us immediately to discuss your concerns
We will work with you in good faith to address issues
We may offer alternative approaches or strategies
What We Can Offer:
Adjustments to coaching style or approach
Additional resources or materials
Referral to alternative services if more appropriate
What We Cannot Offer:
Refunds based solely on dissatisfaction after services are rendered
Refunds outside the time/session windows specified above
Refunds because coaching didn't produce desired results
Refunds because the process was uncomfortable or challenging (coaching often requires addressing difficult topics)
Why No "Satisfaction Guarantee"?
Coaching is a collaborative process:
Results depend significantly on client effort and engagement
Discomfort or challenge is often part of growth
External factors beyond coaching may affect outcomes
The high-conflict nature of situations means results vary
Some resistance to coaching is a normal part of the process
Your responsibility:
Engage actively in the coaching process
Complete assignments and exercises
Apply strategies discussed
Communicate concerns as they arise, not after the fact
Request refund within applicable timeframes if coaching isn't right for you
10. Termination by Cardinal Point Coaching
We reserve the right to terminate coaching services at any time if:
You violate our Terms of Service
You engage in threatening, abusive, or harassing behavior
You provide false or misleading information
You fail to pay for services
We determine the coaching relationship is not productive or appropriate
We determine continuing services may cause harm
Refund Upon Our Termination
If we terminate for our reasons (not your breach):
Single sessions: Subject to standard refund windows (72 hours/14 days from purchase)
Packages: Prorated refund for unused sessions if within 30 days and before 3rd session
Otherwise, standard refund policy applies
If we terminate for your breach:
11. Non-Refundable Items & Services
The following are never refundable under any circumstances:
Administrative Fees
The $150 administrative fee on package refunds
Application processing fees
Payment processing fees (these go to third parties)
Scheduling or booking fees
Delivered Digital Products
Downloaded worksheets, guides, or resources
Access to recorded content
Email courses or automated content
Any materials you've received and accessed
Time-Based Access
Membership periods where any access was provided
Text support windows (even if not used)
Workshop access (even if not attended)
Group session access
Completed Services
Any session that has occurred
Document review that has been completed
Email or text consultations provided
Any coaching time that has been delivered
12. Refund Request Process
How to Request a Refund
Submit in Writing:
Email: matthew@cardinalpointcoach.com
Subject Line: "Refund Request - [Your Name]"
Written requests are REQUIRED - phone or verbal requests will not be processed
Include Required Information:
Your full name
Email address used for purchase
Date of purchase (you must provide this)
Service/package purchased
Number of sessions completed (for packages)
Reason for refund request
Supporting documentation (if claiming emergency)
Timing:
Submit request as soon as possible
You are responsible for tracking purchase dates and deadlines
Late requests beyond policy windows will be denied
Review Process
Requests are reviewed within 5 business days
You will receive written response via email
We will verify purchase date and session completion
Approved refunds are processed within 14 business days of approval
Refunds are issued to the original payment method
Burden of Proof
You are responsible for knowing when you purchased services
You are responsible for tracking refund deadline windows
We will verify our records, but cannot guarantee we'll remind you of deadlines
"I didn't know about the deadline" is not grounds for exception
Appeal Process
If your refund request is denied:
You may appeal once within 7 days of denial
Provide any additional information or context
Appeals for requests outside policy windows will not succeed
Final decision rests with Cardinal Point Coaching
All decisions are final after appeal review
13. Method of Refund
Payment Method
Refunds will be issued using the same method as the original payment:
Credit card refunds appear in 5-10 business days
PayPal refunds appear in 3-5 business days
Other payment methods as applicable
Partial Refunds
For prorated refunds:
We will provide a detailed calculation
Administrative fees will be clearly itemized
You will receive explanation before processing
No Cash Refunds
We do not provide cash refunds for any services
We do not provide refunds via check
We do not transfer refunds to other payment methods
14. Chargebacks & Disputes
Our Chargeback Policy
Before Filing a Chargeback:
Contact us directly to resolve any billing issues
Most issues can be resolved through direct communication
Chargebacks have serious consequences (see below)
If You File a Chargeback:
Immediate Actions:
All services are immediately suspended
Access to materials and resources is revoked
Scheduled sessions are cancelled
You are prohibited from future services
Our Response:
Valid Disputes: If you were fraudulently charged or did not authorize payment:
Consequences of Invalid Chargebacks:
You may be responsible for chargeback fees ($15-100)
You may be pursued for outstanding balances
You will be permanently banned from services
Legal action may be pursued for fraudulent disputes
15. Special Circumstances
Medical or Mental Health Emergencies
If you experience a medical or mental health crisis that prevents you from continuing coaching:
Contact us as soon as reasonably possible
Provide appropriate documentation
We will work with you compassionately to find a solution
However, standard refund windows still apply
Options may include:
Extended timeline to use remaining sessions (if within refund window)
Partial refund for unused sessions (if within 30 days and before 3rd session)
Ability to resume services when ready
Death or Incapacitation
In the tragic event of a client's death or permanent incapacitation:
Family members or estate representatives should contact us
Appropriate documentation required (death certificate, power of attorney, etc.)
We will issue refunds for unused services on a case-by-case basis, regardless of policy windows
Our condolences and compassion guide these situations
Deployment or Mandatory Relocation
For military deployment or mandatory job relocation that prevents service continuation:
Natural Disasters or Extraordinary Events
In cases of natural disasters, pandemics, or other extraordinary events:
We will work with affected clients compassionately
Solutions will be determined on a case-by-case basis
We may offer extended timelines, service modifications, or partial refunds
Standard policy windows may be extended at our discretion
Our Commitment: While our refund policy must protect our business, we approach extraordinary circumstances with empathy and flexibility. However, refund eligibility still generally follows the windows outlined above.
16. Expiration of Services
Package Session Expiration
10-Session Package:
Must be used within 6 months of purchase date
After 6 months, unused sessions expire with no refund
Extensions may be granted for extraordinary circumstances (at our sole discretion)
You are responsible for scheduling sessions within this timeframe
Expired sessions do not qualify for refunds, even if within 30-day refund window
Subscription Credits
Monthly session allotments do not roll over
Unused sessions expire at the end of each billing period
No refunds for unused monthly sessions
No "banking" of sessions for future months
Why Sessions Expire:
Coaching is most effective when sessions are consistent
Long gaps reduce coaching effectiveness
We cannot hold open indefinite availability
Package pricing reflects expected usage timeline
17. Client Responsibilities
To be eligible for any refund consideration, you must:
Communication
Respond to emails and messages in a timely manner
Provide accurate contact information
Notify us promptly of any issues or concerns
Submit cancellations and refund requests in writing
Time Tracking
Track your own purchase dates
Know your refund deadlines
Submit refund requests within applicable windows
We are not responsible for reminding you of deadlines
Engagement
Attend scheduled sessions on time
Come prepared to sessions
Complete agreed-upon exercises or assignments
Engage in good faith with the coaching process
Honesty
Provide truthful information during intake and sessions
Disclose relevant circumstances affecting coaching
Notify us of any conflicts of interest
Report any issues as they occur, not retroactively
Policy Adherence
Follow all Terms of Service
Adhere to cancellation policies
Make payments on time
Respect professional boundaries
Failure to meet these responsibilities may result in:
Forfeiture of refund eligibility
Termination of services without refund
Denial of future services
18. Modifications to Refund Policy
Right to Modify
We reserve the right to modify this Refund Policy at any time. Changes may be made to:
Reflect changes in our services
Comply with legal requirements
Address new situations or edge cases
Improve clarity or fairness
How Changes Affect You
For New Purchases:
For Existing Packages:
Notification of Changes
Material changes will be posted prominently on our website
"Last Updated" date will be revised
Active clients may receive email notification
Continued use of services constitutes acceptance of changes
19. Contact & Questions
Questions About This Policy
If you have questions about this Refund Policy:
Before You Purchase
If you have any concerns or questions:
Ask before purchasing
Use the free consultation to clarify expectations
Review all policies before committing
Consider carefully whether coaching is right for you
Note your purchase date for refund tracking
Dispute Resolution
If you disagree with a refund decision:
Contact us in writing with your concerns
We will review and respond in good faith
Escalation process outlined in Terms of Service applies
20. Legal Disclaimer
Limitation of Refund Liability
Our total refund liability is limited to:
The amount you paid for the specific service in question
We are not liable for indirect, consequential, or punitive damages
We are not responsible for opportunity costs or other losses
Governing Law
This Refund Policy is governed by the laws of California, without regard to conflict of law principles.
Severability
If any provision of this policy is found to be unenforceable, the remaining provisions remain in full effect.
Entire Agreement
This Refund Policy, together with our Terms of Service and Privacy Policy, constitutes the entire agreement regarding refunds.
Summary: Key Refund Windows
Single Sessions ($180):
✓ Full refund: Within 72 hours of purchase (session not occurred)
✓ 50% refund: Within 14 days of purchase (session not occurred)
✗ No refund: After 14 days or after session occurs
10-Session Package ($1,499):
✓ Full refund: Within 7 days of purchase (written request, no sessions completed)
✓ Prorated refund: Within 30 days of purchase AND before 3rd session (minus $150 admin fee)
✗ No refund: After 30 days OR after 3rd session (whichever comes first)
Monthly Subscriptions ($349 or $799):
Important:
All refund requests MUST be in writing
You are responsible for tracking purchase dates and deadlines
Completed sessions are never refundable
No-shows count as completed sessions
Before You Purchase, Understand:
✓ Free consultation available - try before you buy
✓ Payment required in advance for all services
✓ Track your purchase date - you're responsible for refund deadlines
✓ Refund requests must be in writing
✓ Time windows are strict - measured from purchase date
✓ No refunds for no-shows - these count as completed sessions
✓ Package refunds end at 30 days OR 3rd session
✓ Sessions expire if not used within 6 months
✓ Results not guaranteed - coaching is a collaborative process
✓ Emergency exceptions rare - standard windows still usually apply
Our Promise:
We will treat all refund requests fairly and according to this policy. We believe in the value we provide and have structured these windows to give you adequate time to evaluate fit while protecting our business.
Questions? Contact us at matthew@cardinalpointcoach.com before purchasing if anything is unclear.
Last Updated: October 1, 2025
Version: 1.0
