OUR COMMITMENT TO YOU

At Coaching South West, we are committed to delivering high-quality, professional CPD training.
We stand behind the quality of our courses and your learning experience. This Money-Back Guarantee
demonstrates our confidence in what we offer and our commitment to your satisfaction.

OUR GUARANTEE

1. Expert, Professional Instruction

We guarantee that all training is delivered by Zoe McFarlane, an experienced educator and practitioner
with expert knowledge in coaching and therapeutic practice. The training is professionally delivered
to the highest standards.

2. Current, Relevant Content

We guarantee that all course content is current, relevant, and aligned with best practice in
the field of therapeutic coaching for neurodivergent clients. Content is regularly reviewed and
updated to reflect latest developments and evidence.

3. Engaging, Interactive Learning

We guarantee that courses are delivered in an engaging, interactive way with:
• Live captions for accessibility
• Opportunities to ask questions via chat
• Optional participation (cameras off welcome)
• Clear, engaging presentation
• Professional, supportive environment

4. Accessible, Comprehensive Materials

We guarantee that all course materials are provided including:
• Slide decks (available before or after)
• Recording link (available for 7 days)
• Transcript (available on request)
• All materials in accessible formats
• CPD certificate provided

MONEY-BACK OPTION

If you are not satisfied with your training experience, we offer a money-back option.
This is available under the following conditions:

How to Request a Refund:

1. Submit a written request within 30 days of completing the course

2. Email: zoe@coachingsouthwest.com

3. Subject line: “Refund Request – [Course Name]”

4. Include: Specific reasons for dissatisfaction and areas where the course fell short

5. We will assess your request and respond within 14 days

Eligibility for Refund:

To be eligible for a refund, you must meet the following criteria:

☐ You attended the full 1-hour training session
☐ You actively participated (asked questions, engaged with materials)
☐ You submitted your refund request within 30 days of completing the course
☐ Your dissatisfaction is related to the quality of training delivery, not external circumstances

Examples of valid reasons for refund:
✓ Trainer delivery was unprofessional or unclear
✓ Course content did not match the description
✓ Technical issues prevented your participation despite our support

Examples of reasons that do NOT qualify for refund:
✗ You changed your mind about the content
✗ The course was not what you expected (without clarity issues from our side)
✗ You couldn’t attend (technical issues on your end that we couldn’t resolve)
✗ You didn’t engage with available materials or support

Assessment of Your Request:

When you submit a refund request, we will:

1. Review your request carefully
2. Consider whether the course met our stated guarantee
3. May contact you for clarification or discussion
4. Assess whether we could have resolved the issue differently
5. Make a fair decision based on the facts

We may offer alternative solutions first, such as:
– One-to-one follow-up coaching
– Access to resources or additional materials
– Rescheduling the course with adjustments
– Referral to alternative training

Refund Processing:

If your refund request is approved:

• You will be notified in writing within 14 days
• Refund will be processed within 30 days of approval
• Refund will be issued to your original payment method
• You will receive confirmation of the refund

Timeline:
– You attend course
– You have 30 days to submit refund request
– We respond within 14 days of receiving request
– If approved, refund processed within 30 days
– Total possible timeline: Up to 74 days from course completion

DIFFERENCE BETWEEN COMPLAINT & REFUND REQUEST

COMPLAINT PROCESS (www.coachingsouthwest.com/complaints)
Used for: Issues about quality, conduct, accessibility, or professional standards
Outcome: May result in apology, action taken, reflection on learning
Timeline: 30-day process

REFUND REQUEST (This document)
Used for: Dissatisfaction with course delivery quality
Outcome: Potential refund OR alternative solution
Timeline: 44-74 days from course

Both can be submitted independently. A complaint does not automatically result in a refund,
and a refund request is separate from the formal complaints process.

OUR COMMITMENT TO RESOLUTION

We value open communication. Rather than waiting until after the course to raise concerns,
we encourage you to contact us during the training if you have any issues:

• Technical problems: We will help troubleshoot
• Accessibility needs: We will provide support
• Questions or concerns: Email anytime during the course
• Not understanding content: We will clarify

Our aim is to resolve issues promptly so you have the best possible learning experience.

FAIR USAGE STATEMENT

This Money-Back Guarantee is intended to ensure customer satisfaction and address legitimate
concerns about course quality. It is not intended to be used as an alternative to our Complaints Process,
nor is it intended to allow people to receive training free of charge by requesting a refund after the fact.

We trust that all participants will engage honestly with this guarantee and with Coaching South West
in good faith. We assess all refund requests fairly and transparently.

HOW TO REQUEST A REFUND

Email	zoe@coachingsouthwest.com
Subject Line	Refund Request – [Course Title]
Deadline	Within 30 days of completing course
Include in Email	Your name, course date, specific reasons for dissatisfaction
Response Time	Within 14 days of receipt

SUMMARY

At Coaching South West, we are confident in the quality of our training. This Money-Back Guarantee
reflects our commitment to:

✓ Professional, expert delivery
✓ Relevant, current content
✓ Engaging, interactive learning
✓ Accessible, comprehensive materials
✓ Your satisfaction and fair treatment

We believe that good communication throughout the training process can resolve most concerns.
We encourage you to contact us with any issues so we can address them promptly.

If you are ultimately dissatisfied with the quality of training delivery, we offer a fair and
transparent refund process to ensure your satisfaction.

Thank you for choosing Coaching South West.

________________________________________________________________________________

Zoe McFarlane
Director, Coaching South West
zoe@coachingsouthwest.com
www.coachingsouthwest.com

Related Policy: www.coachingsouthwest.com/complaints