1. Nature of the service
Training packages involve time reserved by coaches and planning work. Refund eligibility therefore depends on how much of the package has been delivered, whether sessions were missed, and whether an alternative coach or mode can be offered.
2. Before coaching begins
If you cancel a confirmed booking at least seven (7) full calendar days before the first scheduled session or onboarding call, you may request a full refund of amounts already paid to us for that package, or a credit toward another package of equal or greater value. Refunds are processed to the original payment method where technically possible within ten (10) business days of approval.
Cancellations with shorter notice may incur a 15% administrative fee to cover scheduling and allocation costs, unless a shorter window is prohibited by consumer protection law in your province.
3. After coaching has started
If one or more sessions have been delivered, refunds are calculated on the remaining unused portion of the package, less any non-recoverable third-party fees we have already incurred. “Unused” means sessions not yet delivered and not forfeited under our late-cancellation rules communicated at booking.
If you are dissatisfied with fit, contact us first; we may offer reassignment to another coach or a modified plan before determining refund eligibility.
4. No-shows and late cancellations
Missing a session without notice, or cancelling within twenty-four (24) hours of the start time, may count as a delivered session for package accounting unless the coach waives the fee for documented emergencies.
5. Chargebacks
Please contact us before initiating a payment dispute with your bank. We will work in good faith to resolve billing issues. Abusive chargebacks may result in closure of your account on the Site.
6. Promotional pricing
Refunds on discounted or bundled offers reflect the amount actually paid, not the original list price, unless otherwise required by law.
7. Statutory rights
Nothing in this policy limits any non-waivable rights you may have as a consumer under the laws of your province or territory of residence.
8. How to request a refund
Email team@thefamilyworkation.com with: your name, package name, date of purchase, and reason for the request. We may ask for additional information to verify your identity and booking status.