Refund & Cancellation Policy
Effective date: 16 August 2026
We would rather you had the right thing than the wrong thing plus your money back. This page tells you exactly where you stand for each type of purchase, with no small print.
Short version: courses — 14 days, provided you have not worked through the material. Sessions — reschedule free with 24 hours' notice. Retreats — deposit non-refundable but transferable, with a sliding scale on the balance. Details below.
1. Online courses and digital content
You may request a full refund within 14 days of purchase, provided you have not completed more than 20% of the course.
This is deliberately more generous than the law requires. Under EU consumer law your 14-day withdrawal right for digital content ends the moment you start accessing it, and you are asked to acknowledge that at checkout. We do not hold you to that strictly — we would rather you looked properly at what you bought and told us honestly if it is not right.
To request a refund, email jordy@soulfulsolutions.co with your order details. You do not have to give a reason. Refunds are issued to the original payment method within 10 business days.
Where a course was bought as part of a bundle or at a promotional price, the refund is of the amount you actually paid.
2. One-to-one sessions, coaching and mentorship
Single sessions (The Reset Deep Dive, The Personal Session)
- Cancel or reschedule with at least 24 hours' notice — free, no limit.
- Less than 24 hours' notice, or no-show — the session is treated as delivered and is not refundable. This is a real cost to us: the time was held for you and cannot be filled.
- Before your first session, you may cancel for a full refund, for any reason.
- If we reschedule, you choose a new time or take a full refund of that session.
Multi-session containers (The Foundation, The Path)
- Before the first session: full refund.
- After the first session: we refund the value of sessions not yet delivered, less the value of those already delivered charged at the single-session rate. So if you step away early, you pay for what you actually used — you do not forfeit the balance.
- Where a Deep Dive credit was applied toward the container, that credit is honoured in the calculation.
- Payment plans: stopping a plan early does not cancel the amount owed for sessions already delivered.
If life happens — illness, bereavement, a genuine emergency — talk to us. We would rather pause your container and hold your place than take money for something you cannot use.
3. Retreats — group
Retreat terms are firmer than the rest, because we commit to venue, staff and local partners months in advance and pay for your place whether or not you come. Your travel insurance is what covers you here, which is why we require it.
Your booking is confirmed by a deposit. The deposit amount is stated on the retreat page and at checkout. It secures your place and is non-refundable, but transferable — see below.
Balance schedule. The balance is due by the date stated at booking, and no later than 70 days before the retreat start date. If the balance is not paid by then, we may release your place and treat the deposit as forfeited.
If you cancel:
| When you cancel | What you receive |
|---|---|
| 90 days or more before start | Everything paid except the deposit |
| 60–89 days before start | 50% of everything paid except the deposit |
| Fewer than 60 days before start | No refund |
Transferring instead of cancelling. Your deposit is transferable in two ways, at any time up to 30 days before the start:
- To another person who takes your place, subject to our intake process; or
- To a future retreat within 24 months, once.
This is usually the better outcome, and we will actively help you find it.
If we cancel. If we cancel the retreat for any reason — insufficient numbers, or circumstances beyond our control — you receive a full refund of everything paid to us, including the deposit, or the option to transfer to a future date. We do not refund flights, visas, insurance or other travel costs, which is why comprehensive travel insurance is mandatory.
If you leave early, or cannot take part in some activities, there is no partial refund. The place, accommodation and staffing were reserved for your full stay.
If we decline you on health grounds after payment, following intake, you receive a full refund.
4. Retreats — private and tailored
Private retreats are built individually, and costs are committed on your behalf as soon as we confirm dates.
- A booking deposit confirms your dates and is non-refundable.
- The balance is due 45 days before the start date.
- 60 days or more before start — everything paid except the deposit is refunded.
- 30–59 days before start — 50% of everything paid except the deposit.
- Fewer than 30 days before start — no refund.
- Date changes requested 60 days or more ahead are accommodated once at no charge, subject to availability.
Third-party costs already committed on your behalf and not recoverable — permits, private transport, specialist facilitators — are deducted from any refund. We will always show you the itemised breakdown.
5. Guest teaching and organisational bookings
Governed by the written agreement for that engagement. Where none exists, the private retreat terms apply.
6. How to request a refund
Email jordy@soulfulsolutions.co with your name, what you bought, and the date. That is all.
- We acknowledge within 2 business days.
- We decide and tell you within 14 days.
- Approved refunds are issued to the original payment method within 10 business days of approval.
- Your bank may take a further few days to show it, and we cannot control that.
- Refunds are made in the original currency. Where your card was charged in another currency, exchange-rate movement between purchase and refund may mean the amount you receive differs slightly. That difference is your bank's, not ours.
7. Chargebacks — please talk to us first
If you open a card dispute we are required to respond formally, the funds are frozen while it runs, and it typically takes far longer than simply emailing us. In almost every case we can resolve the matter directly and faster.
We don't refuse fair refund requests. If you feel something was misrepresented, tell us — we will make it right.
Where a chargeback is raised without contacting us first and is found in our favour, we may decline future bookings.
8. Your statutory rights
Nothing in this policy limits rights you have under the consumer law of your country of residence. EU and UK consumers keep their mandatory statutory rights in full. Consumers in Peru may refer complaints to INDECOPI.
Note on the 14-day withdrawal right: EU law exempts leisure services provided on a specific date — which includes dated retreats and scheduled sessions — from the 14-day cooling-off period. This is why the retreat terms above apply from the moment of booking. For digital content, see section 1.
