Refund & cancellation policy

1. Overview

This Refund & Cancellation Policy applies to all coaching sessions, digital products, and other services purchased through beyonddivergent.com. By making a purchase, you agree to these terms alongside our Terms of Service.

It reflects the South African Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act"), and the EU Consumer Rights Directive (2011/83/EU), where applicable.

2. Coaching sessions: cancellation policy

Coaching sessions are time-blocked specifically for you. To respect both your investment and the time of other clients, the following rules apply:

• Before your first session begins: If you read the Coaching Agreement and decide coaching is not the fit, tell me before our first session begins and I will refund you in full. I process refunds within 5 business days. Your bank may take another 5 to 10 business days to show it on your side. The Coaching Agreement is read and signed together at the start of session one, so this is your window to step away after paying.
• Moving or cancelling a session: You can move or cancel a session at no cost, as long as you tell me at least 24 hours before we are due to meet. Inside 24 hours the fee is not refunded, because I have already held that time for you. You get one free reschedule of that session instead. Either way, you never have to explain why.
• Session credit: I keep your session credit open for 12 months from the day you pay, so you can book at the pace that actually works for you. There is no rush, and I will not chase you for a date.
• No-show: If you do not make it to a session and I have not heard from you, I treat it the same as cancelling inside 24 hours. The fee is not refunded, and you get one free reschedule of that session.
• Once the session has begun: Once a session has begun there is no refund. If you decide to end it early, the full fee still stands.
• If I cancel: If I have to cancel or move a confirmed session, you choose: a full refund, or full credit with priority rebooking.

Quality concerns

If you are dissatisfied with the quality of a session, contact us within 7 days at hello@beyonddivergent.com with details. At our discretion, we may offer a partial refund, full credit, or a redo at no additional cost. Refund requests for sessions already rendered are evaluated case by case.

Recurring packages and bundles

If you decide to stop partway through a Co-op Campaign, the sessions you have not used are still yours. Email me before the final session of the package and I refund the unused sessions pro-rata, so you only pay for the sessions you have had. If you would rather hold them as credit and come back to them later, that is your call.

Unused sessions in a package keep the same 12-month window as any other session credit, counted from the day you pay.

3. Digital products

Due to the nature of digital products, we generally do not offer refunds once one has been delivered, downloaded, or accessed.

Within 14 days of purchase, if you experience a significant technical issue that prevents you from using the product as described, and we cannot resolve it, you are eligible for a refund or a like-for-like replacement at our discretion.

EU/UK right of withdrawal

If you are a consumer in the EEA or UK, you have a statutory right to withdraw within 14 days of purchase. Under Article 16(m) of the EU Consumer Rights Directive, this right is lost once you have begun downloading or accessing digital content, provided you gave prior express consent and acknowledged the waiver. By proceeding to download or access a digital product, you confirm this consent.

Bundles

In bundled offers, once any individual item has been delivered or accessed, the entire bundle is considered consumed and is not eligible for a refund.

4. General refund eligibility

In addition to the above, you may be eligible for a refund in the following circumstances:

• Technical issues: the product or service was not provided as described and we cannot resolve it.
• Duplicate charges: you were accidentally charged twice for the same item.
• Unauthorised transactions: a purchase was made without your authorisation (please contact your bank as well).
• Non-delivery: a purchased product was not delivered within a reasonable period.

5. Statutory consumer rights

Nothing in this policy limits any non-waivable statutory rights you have as a consumer:

• South Africa (CPA): you may return defective goods within 6 months of delivery, regardless of this policy.
• EU/UK: you retain all statutory consumer rights, including those under the Consumer Rights Directive.
• Other jurisdictions: local mandatory consumer protections continue to apply.

6. How to request a refund

• Email hello@beyonddivergent.com with the subject line "Refund Request: [Order Number]".
• Include your order number, the email used at checkout, the date of purchase, and a clear explanation.
• I review and process refunds within 5 business days.
• Approved refunds go back via Paystack to your original payment method. Your bank may take another 5 to 10 business days to show it on your side.

7. Chargebacks and disputes

If you initiate a chargeback or dispute with your payment provider before contacting us, we reserve the right to suspend your account and access to all purchased products and services pending resolution. We strongly encourage you to email hello@beyonddivergent.com first: most issues can be resolved promptly without involving the bank.

8. Changes to this policy

We may modify this policy at any time. Changes take effect when posted, but apply only to purchases made after the change. Continued use after a change means you accept it.

Contact us

• Email: hello@beyonddivergent.com
• Website: beyonddivergent.com
• Phone: +27 82 487 1050
• Post: 4 Indigo Dr, Burgundy Estate, Cape Town, 7441

Have a question about any of this? You don't need a formal request, just send a message and we'll help.