1. Overview
This Refund Policy sets out the circumstances in which refunds may be considered and how to request one. It should be read alongside our Terms of Service. Where an individual engagement agreement exists, its terms take precedence over this policy.
2. General Position
All fees paid to The Coul & Gold Group LLC are non-refundable except as set out in this policy or as required by applicable law.
3. Right of Cancellation
Clients who have signed an engagement agreement but have not yet logged into their program or assessment may cancel within 48 hours of signing and receive a full refund. After this period, the standard terms below apply.
4. Advisory Programs
This section applies to all session-based advisory engagements, including those designed for executives, first-time Chiefs of Staff, and experienced Chiefs of Staff.
4.1 For Executives
If you cancel before your engagement commences, you will receive a full refund. Cancellation must be submitted in writing to info@coulandgold.com.
Once your engagement has commenced, you may cancel after the intake call and first session. If you cancel at this point, you will receive a refund for all remaining undelivered sessions. The intake call and first session are non-refundable.
After the first session, the next three sessions are non-refundable once delivered. The final three sessions are refundable if cancelled before delivery.
No refund will be issued for any session already delivered. A first missed session may be rescheduled at our discretion, subject to a rescheduling fee of $1,000. Subsequent missed sessions will be permanently forfeited.
4.2 First-Time Chiefs of Staff
If you cancel before your engagement commences, you will receive a full refund. Cancellation must be submitted in writing to info@coulandgold.com.
Once your engagement has commenced, you may cancel after the intake call and first session. If you cancel at this point, you will receive a refund for all remaining undelivered sessions. The intake call and first session are non-refundable.
After the first session, the next three sessions are non-refundable once delivered. The final three sessions are refundable if cancelled before delivery.
No refund will be issued for any session already delivered. A first missed session may be rescheduled at our discretion, subject to a rescheduling fee of $500. Subsequent missed sessions will be permanently forfeited.
4.3 Experienced Chiefs of Staff
If you cancel before your engagement commences, you will receive a full refund. Cancellation must be submitted in writing to info@coulandgold.com.
Once your engagement has commenced, you may cancel after the intake call and first session. If you cancel at this point, you will receive a refund for all remaining undelivered sessions. The intake call and first session are non-refundable.
After the first session, the next three sessions are non-refundable once delivered. The final three sessions are refundable if cancelled before delivery.
No refund will be issued for any session already delivered. A first missed session may be rescheduled at our discretion, subject to a rescheduling fee of $500. Subsequent missed sessions will be permanently forfeited.
5. CoS Readiness Assessment
5.1 Pilot Program
The Pilot Program fee is non-refundable once the assessment has been delivered or accessed. If you upgrade to a Full Assessment within 90 days, your entry fee will be credited in full against the full program fee. If you decide not to proceed, no refund will be issued once the assessment has been accessed.
5.2 Full Assessment Self-Funded ($2,500)
If you cancel before the assessment commences, you will receive a full refund less an administration fee of $250. Once the assessment has commenced, no refund will be issued for any element already delivered or any remaining undelivered elements.
5.3 Full Assessment Search Firm ($3,000)
If you cancel before the assessment commences, you will receive a full refund less an administration fee of $300. Once the assessment has commenced, no refund will be issued for any element already delivered or any remaining undelivered elements. The dual report output and priority scheduling elements are non-refundable once scheduling has been confirmed.
6. Low Friction Leadership Program
The Low Friction Leadership Program is currently on waitlist. All fees are non-refundable except where cancellation is made within 48 hours of purchase and the program has not yet commenced. Specific refund terms for each delivery format — the Self-Led 7-Week Course, the Open Cohort 2-Day Virtual, and the Closed Cohort Bespoke program — will be set out in individual engagement agreements at the time of purchase. This policy will be updated when pricing and terms are finalized.
7. Leadership Operating Profile
The Leadership Operating Profile is a bespoke service priced individually following a scoping call. All refund terms for this service are governed by the individual engagement agreement signed at the point of commission. In the absence of specific terms in that agreement, this policy applies.
8. Subscription Services
Subscription fees are billed in advance and are non-refundable for the current billing period. Cancellation takes effect at the end of the current billing period, and no further charges will be made.
9. Scheduled Sessions
Sessions must be canceled or rescheduled with a minimum of 48 hours’ written notice to info@coulandgold.com. Sessions missed without notice are forfeited. A first missed session may be rescheduled at our discretion, subject to a rescheduling fee. Subsequent missed sessions will be permanently forfeited.
Please note that missed sessions do not constitute exceptional circumstances and are not eligible for consideration under Section 12 of this policy.
10. Technical Failures and Platform Disruption
In the event of a technical failure that affects the delivery or retention of session or assessment data, we will repeat the affected element at no charge. Where repetition is not possible, a full refund will be issued for the affected portion of the service.
11. Cancellation by Coul & Gold
In the unlikely event that we cancel or are unable to deliver an agreed service due to the absence of one of our practitioners, we will offer either a full refund or priority rebooking at your preference. We will notify you as soon as possible and work with you to find the best resolution.
12. Exceptional Circumstances
We recognize that unexpected events occur. In cases of serious illness, bereavement, or other significant life events, we will consider refund or deferral requests on a case-by-case basis. Please note that missed sessions do not qualify under this section. Please contact us as soon as possible at info@coulandgold.com to discuss your situation. We will always work to find a fair and reasonable resolution.
13. How to Request a Refund
All refund requests must be made in writing to info@coulandgold.com. Please include your full name, the service you purchased, the date of purchase, and the reason for your request. We will respond within five business days and process any approved refund within 14 days.
14. Governing Law and Disputes
This Refund Policy is governed by the laws of the State of Wyoming, United States. Nothing in this policy limits or excludes any statutory rights you may have under the laws of your country of residence. Where local consumer protection laws apply, they take precedence to the extent required by law.
Any dispute arising under or in connection with this policy will be resolved as set out in the Governing Law and Dispute Resolution section of our Terms of Service: good-faith negotiation first, followed by binding arbitration seated in Arlington County, Virginia.
15. Contact
For any questions about this policy, please contact us at info@coulandgold.com or write to:
The Coul & Gold Group LLC
30 N Gould St
Sheridan, WY 82801
United States