Return & Refund Policy

1. No Refund Policy

Important: Hero-ing does not offer refunds on coaching services or programs. All sales are final.

Rationale: Our coaching services involve:

• Advance preparation and calendar commitment
• Customized content and materials
• Reserved coach time and availability
• Opportunity cost of turning away other potential clients

Once payment is made and services are scheduled, we cannot offer refunds. However, we do offer flexible rescheduling options as detailed below.

2. Rescheduling Policy

2.1 General Rescheduling Rules

We understand that circumstances change. Hero-ing allows rescheduling of services under the following conditions:

15-Day Advance Notice

For programs, workshops, and pre-scheduled engagements:

• You may reschedule with at least 15 days’ notice before the scheduled start date
• Rescheduling must be to a mutually agreeable date within 6 months of the original booking
• One free rescheduling is permitted; additional rescheduling may incur a R500 administrative fee
• Rescheduling requests must be submitted in writing via email

48-Hour Notice

For individual coaching sessions:

• You may reschedule with at least 48 hours’ notice before the scheduled session
• Sessions must be rescheduled within the same calendar month when possible
• Up to 2 free rescheduling requests per month; additional rescheduling may incur fees

2.2 Rescheduling Process

To reschedule a service:

1. Email us at bookings@heroing.global with your request
2. Include your booking reference number or program name
3. Provide 2-3 alternative dates/times
4. We will confirm the new date within 48 hours

2.3 Late Rescheduling

If rescheduling notice is provided less than the required timeframe:

• For programs (less than 15 days): 50% of the session/program fee will be forfeited
• For individual sessions (less than 48 hours): The session fee may be charged at our discretion

2.4 Emergency Circumstances

We understand that genuine emergencies occur. If you need to reschedule due to:

• Serious illness or hospitalization (documentation may be required)
• Death in immediate family
• Natural disaster or force majeure events

Please contact us immediately. We will work with you on a case-by-case basis to find a solution, which may include waiving late rescheduling fees.

3. No-Show Policy

If you fail to attend a scheduled session without prior notice (“no-show”):

• The full session fee will be charged
• The session will be considered complete and cannot be rescheduled
• For package or program clients, the session will be counted as used
• Multiple no-shows may result in termination of the coaching relationship

Exception: If you contact us within 24 hours of the missed session with a valid emergency reason, we may allow a one-time rescheduling at our discretion.

4. Service-Specific Policies

4.1 Individual Coaching Sessions (Solo, Development)

• Rescheduling: 48 hours’ notice required
• Cancellation: No refunds; session fee forfeited
• Packages: Unused sessions expire 6 months from purchase date

4.2 Group Programs (The HER Edit, Together)

• Rescheduling: 15 days’ notice required to move to next cohort
• Cancellation: No refunds after program start date
• Before program start: 15 days’ notice allows full credit toward future program
• Missed sessions: Cannot be made up individually; recordings may be provided where applicable

4.3 Team Coaching (Growth)

• Rescheduling: 15 days’ notice required
• Cancellation: Per contract terms; typically no refunds for confirmed bookings
• Force majeure: Alternative arrangements will be made

4.4 Enterprise Programs (Efficiency)

• Terms: Governed by specific service agreement
• Cancellation: Per contract terms
• Rescheduling: Subject to availability and contract provisions

4.5 Speaking Engagements

• Rescheduling: 15 days’ notice required
• Cancellation: No refunds; booking fee is non-refundable
• Late cancellation (less than 15 days): Full speaking fee is charged

4.6 Couples Coaching (Duo)

• Rescheduling: 48 hours’ notice required
• Cancellation: No refunds
• If one partner cannot attend: Session may proceed with one partner or be rescheduled (subject to 48-hour notice)

5. Payment Plan Considerations

For clients on payment plans:

• All scheduled payments remain due even if services are rescheduled
• Failure to complete payments may result in suspension of services
• No refunds on payments already made
• Rescheduling does not extend payment schedule unless explicitly agreed in writing

6. Coach-Initiated Cancellation or Rescheduling

In the rare event that Hero-ing needs to cancel or reschedule:

• We will provide as much advance notice as possible
• You will be offered alternative dates at no additional cost
• If no alternative dates work, a full refund will be provided
• We are not liable for any consequential damages resulting from our cancellation

7. Program Completion and Transfers

7.1 Program Transfer

For group programs (e.g., The HER Edit):

• You may transfer your spot to another person with 15 days’ notice and Hero-ing’s approval
• Transfer fee: R500
• Transferee must meet program eligibility criteria
• Transfer is final; no subsequent changes allowed

7.2 Incomplete Programs

If you cannot complete a program:

• No partial refunds are offered
• With 15 days’ notice, you may pause and resume in a future cohort (one-time only)
• Program access/materials expire 6 months after original start date

8. Disputes and Exceptions

If you believe an exception to this policy should apply:

1. Contact us at support@heroing.global within 48 hours of the issue
2. Provide detailed explanation and any supporting documentation
3. We will review your case and respond within 5 business days
4. Our decision is final and binding

We evaluate exceptions on a case-by-case basis considering:

• Nature and timing of the circumstance
• Your history as a client
• Our ability to fill the cancelled slot
• Documentation provided

9. Processing Credits and Rescheduling

When rescheduling is approved:

• Your payment is credited toward the rescheduled date
• No cash refunds or credit card refunds are issued
• Credits must be used within 6 months
• Credits are non-transferable

10. Related Policies

This Refund Policy should be read in conjunction with:

• Terms & Conditions – Governs overall service terms
• Privacy Policy – Governs data handling

11. Policy Updates

We reserve the right to modify this policy at any time. Changes will:

• Be posted on this page with an updated “Last Updated” date
• Not apply retroactively to bookings made before the change
• Take effect immediately for all new bookings

12. Contact Information

For questions about this Refund Policy or to request rescheduling: