Refund Policy

We want you to feel completely confident working with us. This policy explains how cancellations, refunds and rescheduling work for the digital products and online sessions available on our site, and it sets out your rights under South African law — principally the Consumer Protection Act 68 of 2008 (“the CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“the ECT Act”).

Because everything we offer is delivered digitally or online, this policy differs from a standard retail returns policy — there's no physical stock, packaging or shipping involved.

We offer two kinds of purchases, and each is treated a little differently:

•        Digital Products — downloadable or emailed materials such as diagnostic write-ups, guides, templates, workbooks and pre-recorded course content.

•        Online Sessions & Engagements — live, individually delivered services such as The One Minute Message Diagnostic, executive communication coaching, and team workshops, whether booked as a single session or as part of a multi-session engagement.

Digital products are delivered instantly (by download or email) once payment is confirmed. Because of this, we're unable to offer refunds once a digital product has been delivered or accessed, except where:

•        the file is corrupted, faulty, or can't be accessed due to a technical issue on our end;

•        the content delivered is materially different from what was described at the point of purchase; or

•        you received the wrong item entirely.

If any of the above applies, contact us within 7 days of purchase and we'll fix the issue, replace the file, or refund you — whichever is appropriate.

Outside of these circumstances, digital products are non-refundable once delivered. This reflects both the nature of digital content and the exclusions set out in the ECT Act (see Section 5 below).

For individually booked sessions (such as a Diagnostic session):

•        Rescheduling or cancelling: You may reschedule or cancel a booked session free of charge if you give us at least 48 hours' notice before the scheduled time.

•        Less than 48 hours' notice: The session fee is forfeited, as the time has been reserved specifically for you and generally can't be reallocated on short notice. We're happy to consider exceptions in genuine emergencies — just get in touch.

•        No-shows: If you don't attend a scheduled session without notice, the fee is forfeited and no refund is due.

•        Once delivered: A session that has taken place is not eligible for a refund, in line with Section 6 below.

Some of our offerings — such as an executive coaching engagement or a corporate workshop package — are sold as a single fee covering multiple sessions delivered over time.

•        Before the engagement begins: If you cancel before your first session has taken place, you'll receive a full refund.

•        Once the engagement has begun: If you need to cancel partway through, we'll refund you on a pro-rated basis for the sessions not yet delivered. The refund is calculated as your total fee, divided by the total number of sessions in the package, multiplied by the number of sessions not yet delivered.

•        Rescheduling individual sessions within a package follows the same 48-hour notice guideline as Section 3 above and doesn't affect your overall refund entitlement.

Under the ECT Act, purchases concluded online are generally subject to a 7-day cooling-off period, during which you may cancel without reason or penalty.

Importantly, the ECT Act itself excludes certain purchases from this right once specific things have happened:

•        Digital products: once you've accessed or downloaded a digital product with your consent, the cooling-off right no longer applies to that item — even if you're still within the 7-day window.

•        Online sessions: once a session has been delivered with your consent, the cooling-off right no longer applies to that session.

In practice, this means the cooling-off period is most relevant if you cancel before accessing a digital download, or before a booked session takes place. If either of those has already happened, the refund terms in Sections 2–4 above apply instead.

Section 54 of the CPA gives you the right to services that are performed with reasonable care and skill, in a reasonable time, and to a standard you're generally entitled to expect. If we fall short of this, please let us know — at our discretion, we will:

•        correct or re-deliver the affected part of the service, or

•        refund the portion of the fee relating to the failure.

We ask that you raise any concern about a session or digital product as soon as reasonably possible, and in any event within 14 days of delivery, so we can address it properly.

Please note that coaching and consulting outcomes depend significantly on your own engagement, context and follow-through — we commit to delivering the service with the skill and care described above, but we can't guarantee specific personal or business outcomes.

We're not able to offer a refund in situations such as:

•        change of mind after a digital product has been accessed or a session has taken place;

•        cancellations or no-shows with less than 48 hours' notice (Section 3);

•        dissatisfaction with outcomes where the service itself was delivered as described and with reasonable care and skill (Section 6).

Contact us at info@cindegrey.com before taking any further action. Let us know your order or booking reference, what you purchased, and the reason for your request. We'll confirm next steps — including any refund, rescheduling, or fix — as quickly as we can.

Approved refunds are processed to your original payment method within 10 business days of approval. Your bank or payment provider may take a little longer to reflect the refund on your side. If more than 15 business days have passed since we approved your refund and you still haven't received it, please get in touch.

On rare occasions we may need to cancel or reschedule a session — due to illness, an emergency, or unforeseen circumstances. If this happens, we'll offer you the next available slot at no extra cost, or a full refund if you'd prefer not to reschedule.

If you're purchasing on behalf of a company or organisation — for example, booking a team workshop — please note that some of the consumer-protection provisions described above (particularly under the CPA) apply specifically to natural persons and smaller juristic persons as defined in the Act, and may not extend to larger organisations. Regardless, the commitments set out in this policy reflect how we do business and apply to all our clients as a matter of practice, unless otherwise agreed in a separate written agreement.

If anything in this policy is unclear, or you'd just like to talk something through before booking, reach out — we're glad to help.