Refund & Cancellation Policy
How to get your money back, what it costs to stop partway, and how quickly it happens.
Changed your mind early? Full refund, no questions. Started and it is not working? You pay for what you used and get the rest back. I would rather refund you than keep money from someone I am not helping.
1Your rights under Ontario law come first
Nothing in this policy reduces your rights under Ontario’s Consumer Protection Act, 2002. Because programs are bought online and delivered over time, that Act gives you rights in addition to everything below, including the right to cancel and receive a refund in certain situations, such as where required information was not given to you or services were not supplied when promised. Where the Act gives you more than this policy does, the Act applies.
2Cooling-off: 14 days, no questions asked
Cancel within 14 days of purchase and before your second coaching session, and you get 100% of what you paid, refunded in full. You do not have to give a reason.
This is deliberately more generous than the law requires. If the fit is wrong, both of us are better off knowing early.
3After that: you pay for what you used
Once you are past 14 days or two sessions, you can still stop at any time. The refund is calculated like this:
| Step | Calculation |
|---|---|
| Start with | What you actually paid |
| Subtract | Sessions used, at the single-session rate for your program |
| Subtract | Any prepay discount you received, since that discount was for the full program |
| You receive | The remainder |
Single-session rates. Base Camp $100, The Lookout $110, The Peak $100. These are the same rates as booking a one-off session, so you are never charged more for stopping than you would have paid to go session by session.
A worked example. You paid $1,165 for The Lookout (prepaid, saving $130 off the $1,295 list price) and you stop after 4 of your 12 sessions. Four sessions at $110 is $440. Subtract that and the $130 prepay discount from the $1,165 you paid, and your refund is $595. The arithmetic is always shown to you in writing before anything is processed.
Missed sessions and late cancellations count as completed sessions, as set out in the Terms of Service, after your one late-cancel grace per program, which is never counted against you. The grace resets with each new program.
4The Full Climb bundle
The Full Climb is three programs bought together at a bundle price. If you stop partway, completed programs are charged at their full individual list price, sessions used in the current program are charged at the single-session rate above, and the balance is refunded. The bundle discount applies only to the full journey, which is why it is a bigger saving.
Because the Full Climb is three separate programs, your late-cancel grace resets at the start of each one. Three programs, three graces.
5If I cancel
If I have to cancel a session, we reschedule at no cost to you. If we cannot find a time that works, that session is refunded in full.
If I end your program because it is not a safe or appropriate fit, or because you need support outside my scope, you receive a full refund of every session not yet used, with no deductions. You should not pay for my discovering the limits of what I can help with.
6How to ask, and how long it takes
Send a note through the contact page with your name and program. No form, no retention call, no talking you out of it.
- I will confirm within 2 business days and show you the calculation.
- Refunds are issued within 15 days of cancellation, to the original payment method.
- Your bank may take a further 5 to 10 business days to post it.
7What is not refundable
- Free guides, the readiness quiz and the newsletter, because there is nothing to refund.
- Sessions already delivered, and sessions missed without 24 hours’ notice once your one grace per program has been used.
- Third-party items you bought on your own, such as a ketone meter or supplements. I do not sell those and receive nothing from them.
Questions before you buy? Ask on the free discovery call. It costs nothing and it is the cheapest way to find out this is not for you.