Overview
Due to the nature of the services and products offered, we unfortunately cannot accept any returns. However, we will make concessions as far as is reasonably possible.
Coaching Sessions
Effective 01 February 2025, sessions paid for in advance will not be refundable.
However, all sessions are transferable to family or friends. This also applies to packages.
All prepaid packages expire 12 months after date of purchase. The expiry date of your package can be viewed in the Client Portal in the Packages tab. See example screen shot below:
The change in the refund policy is not meant to be punitive, but instead, it is needed to achieve two important objectives:
- Encourage follow-through of sessions once the process has been started. By abandoning the coaching process prematurely, there is a risk of leaving complex issues unresolved which often results in an incorrect conclusion being reached by the client about how to deal with that issue. That could create new unintended problems. Therefore, it is always important to bring discussions to a close before choosing to stop coaching, should you wish to do so.
- To ensure that rates are kept as affordable as possible, cash flow is critical for a small, independent practice. The higher the cash flow demands that result from unplanned refunds, the higher the rates need to be to have that buffer in available capital. My focus is to improve accessibility to my services as far as possible, hence the decision to change the refund policy. Rate increases are avoided as far as possible, and usually only implemented every second year, or later.
Unused sessions can be gifted to clients who cannot afford to pay for coaching services. If you wish to donate your unused sessions for this cause, please notify me via one of the official communication channels on the website homepage and I will gladly assist in finding or allocating a suitable recipient for you. Where available, funds can also be used to cover production costs for the many sources of content that I offer free of charge to assist those who cannot afford professional help.
Cancellation of Appointment
Appointments cancelled less than 4 business hours before the scheduled start time will be chargeable in full. This is required to allow for other clients to have access to the available slots.
No-shows, i.e. not attending or being unavailable for the session without prior notice, subject to the cancellation notice period above, will be charged in full.
Cancellation of Packages Purchased before 1 February 2025
For prepaid packages purchased before 01 February 2025, the refund due will be calculated as follows:
- Each session already used from the package will be charged at the prevailing full session rate.
- The balance owing will be the difference between the amount calculated for the number of sessions used from the package, and the balance of what was paid in advance.
Example:
If a client purchased a 5-session package at a discounted rate of R2475 instead of the full price of R2750 for 5 sessions, and only 2 of the 5 sessions were used or not cancelled in time, the refundable amount due for the remaining 3 sessions will be calculated as follows:
- Prevailing session rate = R550
- Amount paid for 5-session package = R2475
- Amount owing for 2 sessions used = R550 x 2 = R1100
- Balance due = R1375
- Less Handling Fee of 10% = R137.50
- Total Refund Due = R1237.50
The discount applied to packages falls away when a refund for a portion of the package is requested because the discount only applies if the number of sessions purchased have been consumed in full.
Discounts from a lower package will not be applied to higher packages in the calculation of the refundable amount due. E.g. If a 5-session package was purchased, and 3 sessions are to be refunded, the cost of a 3-session package will not apply as part of the refund calculation.
Please note handling fees below.
Professional Services
Deposits or advanced payments made for professional services, including but not limited to self-publishing assistance, ghost writing, graphic design, photography, and specialised consulting, will be governed by the specific service agreements entered into for each project.
Where a service agreement does not exist for any work requested, this Refund and Returns Policy will provide the basis for determining the merits of any requested refunds.
Due to the nature of professional services, and the capacity that may be reserved to complete such work, refunds will be entirely at the discretion of the director/s of DotConsult (Pty) Ltd trading as Zaid Ismail.
Handling Fees
A 10% handling fee will be deducted from the final refund amount to absorb the refund transaction fees involved in processing the receipt of the original funds, and the payment of the refund amount, including administration costs.
All refunds will be processed via electronic funds transfers for all clients with a South African bank account, or via credit/debit card payments for international clients.
Cash is not available for refunds.
Should you require clarity on any of the above, please complete the website contact form with your query and I’ll respond as soon as possible.