Return Policy
Last updated:This Return Policy describes how cancellations, refunds and adjustments work for the online programs we offer at Shineherb. Because our work involves live online sessions, scheduled facilitator time and prepared materials, the rules below are designed to be fair to both you and our small team.
1. Scope
This Policy applies to all online programs purchased directly from us, including the Office Pilot, the Quarter Program and the Annual Partnership package described on our Programs & Pricing page. Bespoke programs are governed by the cancellation terms set out in the relevant signed proposal, which always take precedence over this document if there is any difference.
2. Cooling-off period
If you are entering into an agreement as a consumer rather than on behalf of a business, you may benefit from a statutory cooling-off period of 14 days from the day you confirm the order, during which you may withdraw without giving any reason. To exercise this right, simply send us a clear message through our Contacts page, including your name, the order details and your request to withdraw.
If you have explicitly asked us to start delivering the program during the cooling-off period and we have already done so, we will refund a fair share corresponding to the part of the program that has not yet been delivered at the moment we receive your withdrawal notice.
3. Cancellations by you
For business clients and beyond the cooling-off period, the following timelines apply:
- More than 14 days before the kickoff date: we refund the full amount paid, minus a small administrative fee of 5 percent to cover transaction costs.
- Between 14 and 3 days before the kickoff date: we refund 50 percent of the program fee. The remaining amount covers the facilitator time we have already reserved for you.
- Less than 3 days before the kickoff date or after the program has started: the program fee becomes non-refundable, although we can usually reschedule the remaining sessions within the same quarter at no extra cost.
4. Rescheduling
Plans change. You may request to reschedule any session at least 24 hours in advance and we will do our best to find a new slot that works for everyone. Requests made with less notice are handled case by case, depending on facilitator availability.
5. Cancellations by us
In rare situations — such as illness of a facilitator, force majeure events or unexpected technical issues — we may need to cancel or reschedule a session. In those cases, we either offer a replacement slot within the same program window or refund the fair share of the fee corresponding to the affected portion of the program.
6. How to request a refund
To request a refund, please contact us using the form on our Contacts page, including:
- The name on the original order or invoice.
- The program name and kickoff date.
- A short note about the reason for your request, so we can improve.
We aim to confirm receipt of every refund request within one working day and to process approved refunds within 14 days, using the same payment method that was used for the original transaction.
7. Materials and replays
Workbooks, templates and session replays shared during a program remain accessible to participants for the duration agreed in the order. When an order is cancelled, access to those materials may be discontinued accordingly. Materials provided are licensed for internal use within your team only and cannot be redistributed externally.
8. Quality concerns
If at any point you feel that a program does not match what was described, please tell us. We would much rather hear from you and work things out than leave anyone disappointed. In many cases we can adjust the program, swap modules or extend support at no extra cost.
9. Changes to this Policy
We may update this Return Policy from time to time, for example to reflect new program formats or regulatory updates. Updated versions will be published on this page with a new “Last updated” date.
10. How to contact us
For any question about cancellations, rescheduling or refunds, please reach out via our Contacts page. A real person on our team will reply to you, usually within one working day.