1. Introduction
This Refund Policy applies to all purchases made through Shouldersshoulde, including educational products, planning templates, programme and challenge access, personalised planning documents, and consulting guidance sessions. We are committed to treating our customers fairly and in compliance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable UK consumer protection laws. Shouldersshoulde operates from 188-196 Regent St, London W1B 5BT, United Kingdom. For refund enquiries, contact us at hello@shouldersshoulde.world or +44 20 7494 2000.
2. Your Statutory Rights
Nothing in this Refund Policy affects your statutory rights as a consumer under UK law. If you are a consumer (an individual acting for purposes wholly or mainly outside your trade, business, craft, or profession), you have legal rights in relation to products and services that are faulty or not as described. These rights are in addition to the voluntary refund arrangements described in this policy. For more information about your statutory rights, visit the Citizens Advice website or contact your local Trading Standards office.
3. Digital Educational Products
Digital educational products, including downloadable planning templates, workshop outlines, reference guides, and self-paced learning modules, are delivered electronically upon confirmed payment. Under the Consumer Contracts Regulations, you have a fourteen-day right to cancel your purchase from the date of purchase without giving any reason, provided you have not accessed or downloaded the digital content. By requesting immediate access to digital content at the point of purchase, you acknowledge that you may lose your right of cancellation once download or access begins, as permitted by Regulation 37 of the Consumer Contracts Regulations. If you experience technical issues preventing access to purchased digital content, contact us within seven days of purchase and we will either resolve the access issue or provide a full refund.
4. Programmes and Challenges
Programme and challenge purchases provide access to structured team flow learning materials over a defined period, typically four to eight weeks. Refund eligibility for programmes depends on the timing of your request and the extent of materials accessed. If you request a refund within seven days of purchase and before accessing more than twenty-five percent of programme materials, you are eligible for a full refund. Refund requests made between eight and fourteen days after purchase, with less than fifty percent of materials accessed, may be eligible for a partial refund of fifty percent of the purchase price. After fourteen days from purchase or after accessing more than fifty percent of programme materials, refunds are generally not available except where required by statutory consumer rights or at our sole discretion in exceptional circumstances.
5. Personalised Planning Documents
Personalised planning documents are prepared based on information you provide about your organisation's team structure, working model, and flow system objectives. Due to the bespoke nature of these documents, refunds are not available once work on your personalised plan has commenced. If you cancel before work begins, you may receive a full refund minus any administrative fees clearly disclosed at the point of purchase. If the delivered personalised plan contains material errors attributable to us (not arising from incomplete or inaccurate information you provided), we will revise the document at no additional charge or offer a partial refund at our discretion.
6. Consulting Guidance Sessions
Consulting guidance sessions may be purchased individually or as part of a package. Cancellation and refund terms for consulting sessions are as follows. Cancellations made more than forty-eight hours before a scheduled session are eligible for a full refund or rescheduling at no additional charge. Cancellations made between twenty-four and forty-eight hours before a scheduled session may be rescheduled once at no charge or refunded at fifty percent of the session fee. Cancellations made less than twenty-four hours before a scheduled session, or non-attendance without prior notice, are not eligible for refund. If we cancel a session due to unforeseen circumstances, you will receive a full refund or the option to reschedule at your convenience.
7. Faulty or Misdescribed Products and Services
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for a particular purpose, and as described. Services must be performed with reasonable care and skill. If an educational product or consulting service fails to meet these standards, you may be entitled to a repair, replacement, price reduction, or refund depending on the severity and timing of the issue. Contact us promptly upon discovering any fault or discrepancy, providing details of the issue and your order reference. We will investigate and respond within five business days with a proposed resolution.
8. How to Request a Refund
To request a refund, contact us by email at hello@shouldersshoulde.world or by telephone at +44 20 7494 2000. Please include your full name, order reference or purchase date, the product or service purchased, and the reason for your refund request. We aim to acknowledge refund requests within two business days and to process eligible refunds within fourteen business days of approval. Refunds are issued to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to arrange an alternative refund method. Please note that your bank or payment provider may require additional time to process the refund and credit your account.
9. Non-Refundable Items
The following are generally not eligible for refunds except where required by statutory consumer rights: products or services where the full digital content has been downloaded or accessed with your prior consent to waive the cancellation right; personalised planning documents where work has commenced; consulting sessions cancelled with less than twenty-four hours notice or where the client does not attend without prior notice; products purchased more than thirty days ago where no fault or misdescription is demonstrated; and any third-party fees or charges associated with your purchase that are outside our control.
10. Chargebacks and Disputes
We encourage you to contact us directly to resolve any concerns before initiating a chargeback or payment dispute with your bank or payment provider. We are committed to resolving issues fairly and promptly. Initiating a chargeback without first attempting to resolve the matter with us may result in suspension of access to purchased products and services pending resolution. We will provide relevant documentation to payment providers to support legitimate transactions and will cooperate in good faith to resolve disputes.
11. Business and Organisational Purchases
If you are purchasing on behalf of a business or organisation and are not acting as a consumer, different terms may apply as agreed in any separate business agreement or contract. Where no separate agreement exists, the refund terms in this policy apply on a goodwill basis unless otherwise stated at the point of purchase. Business purchasers should contact us to discuss bespoke arrangements for bulk purchases, enterprise licensing, or multi-team programme access.
12. Currency and Pricing
All prices displayed on our Website are in British pounds sterling (GBP) unless otherwise stated. Refunds are processed in the same currency as the original purchase. We are not responsible for exchange rate fluctuations or fees charged by your bank or payment provider in connection with currency conversion for international purchases.
13. Changes to This Refund Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Refund requests are governed by the policy in effect at the time of your purchase. Material changes that reduce your refund rights will not apply retroactively to purchases made before the change took effect.
14. Contact Us
For refund requests, questions about this policy, or assistance with a purchase, please contact Shouldersshoulde at 188-196 Regent St, London W1B 5BT, United Kingdom, by email at hello@shouldersshoulde.world, or by telephone at +44 20 7494 2000. Our office hours are Monday to Friday, 09:00 to 17:30 GMT. We aim to respond to all refund enquiries within two business days.