Overview

Everything we sell is digital or a booked service, so there is nothing to post back to us. What we ask instead is simple: if a guide has not been used, we will refund it.

This page covers two things, and they work differently: the Heal Smarter Guides, and coaching sessions.

Heal Smarter Guides

A guide is refundable in full if you have not read or printed any of its chapters.

Your guide keeps a record of which chapters you have opened and whether you have printed anything. If that record shows the guide is unused, we refund it. This replaces the usual "unused and in its original packaging" test, because there is no packaging to return.

A guide is no longer refundable once you have:

• Opened one or more chapters
• Printed a chapter, a checklist, or a test list

We do this because a guide cannot be handed back. Once the chapters have been read or printed, the material is yours and we cannot un-give it.

To request a refund, email us at {email address} from the address on your order. We will check the record, reply with what it shows, and process the refund if the guide is unused.

Coaching sessions

Coaching is booked time, so the terms follow the calendar rather than the content.

• More than 24 hours before your session — cancel for a full refund.
• Within 24 hours of your session — 50% of the fee is due if you cancel.
• After the session has taken place — no refund.

If you need to move a session rather than cancel it, get in touch as early as you can and we will do our best to find another time.

Coaching is booked and paid for separately from the guides, so a coaching cancellation does not affect a guide purchase, and the other way round.

Refunds

Once we have reviewed your request, we will email you to let you know the outcome and why.

Approved refunds are returned to your original payment method. Your bank or card issuer decides how quickly that appears, and it is usually a few working days.

Late or missing refunds

If you have not received a refund yet, check your bank account again first.

Then contact your credit card company. It can take some time before a refund is officially posted.

Next, contact your bank. There is often a processing delay at their end.

If you have done all of this and still have not received your refund, please contact us at {email address}.

Something wrong with your guide?

If a chapter will not load, a video will not play, or you cannot sign in, that is not a refund question — it is something we should fix. Email {email address} and we will sort it out.

If we cannot fix it, we will refund you regardless of how much of the guide you have read.

Gifts

If a guide was bought for you as a gift and has not been used, we will refund the person who paid for it, using their original payment method. We cannot issue a refund to anyone other than the purchaser.

Need help?

Contact us at {email address} with any question about refunds. If you are unsure whether something qualifies, ask us — we would rather talk it through than have you assume the answer.