Refund and Cancellation Policy

1. Nature of Our Services

We provide personalised one to one business coaching delivered over a twelve month engagement. Sessions are conducted live with an assigned coach and are supported by Slack access on working days, a dedicated relationship manager and session transcripts.

Our services are not physical goods. Once an engagement is confirmed, coach capacity and calendar time are reserved exclusively for you across the full twelve month term and cannot be resold or reallocated.

2. Fees Are Non-Refundable

All fees paid to us are non-refundable.

Once the Client Coaching Agreement is signed and payment is received, the engagement is confirmed. No refund is issued on account of early discontinuation, change of mind, non-attendance, failure to use sessions, or a change in your business circumstances.

The engagement cannot be terminated mid-cycle by either party. By signing the Client Coaching Agreement you acknowledge and accept this.

The limited exceptions to this are set out in Clause 6.

3. Payment Terms

The fee and payment schedule for your engagement are set out in your Client Coaching Agreement and its Annexure A, and are confirmed to you in writing before the Agreement is executed. Invoices are to be settled within 7 calendar days of issue.

All fees are quoted exclusive of GST and other statutory levies, which are charged in addition at the applicable rate.

4. Rescheduling and Missed Sessions

Rescheduling is not a cancellation and does not generate a refund.

• You may reschedule a confirmed session by giving at least 3 days notice.
• In a genuine emergency, a session may be rescheduled up to 24 hours before the original slot. Emergency reschedules are capped at 3 instances across the engagement.
• A session cancelled without notice and not rescheduled within 2 days is counted as completed and is deducted from your session entitlement.

Where we or your assigned coach need to reschedule, an alternative slot is offered at no cost and the session is not deducted from your entitlement.

Unused sessions lapse at the end of the engagement period recorded in Annexure A. Lapsed sessions are not refundable and are not carried forward, unless the delay in using them is attributable to us.

5. Pausing an Engagement

Pauses are not ordinarily permitted.

Where we agree to a pause, it must be agreed by both parties in writing and may not exceed 60 consecutive days. A pause extends the engagement end date by the length of the pause. A pause is not a cancellation and does not generate a refund.

6. Where a Refund Is Issued

Refunds are issued only in the following circumstances:

1. a) We decline your enrolment. If we receive a payment but decline to proceed, including where we assess that we are not the right fit for your requirements, the full amount paid is refunded.
2. b) We are unable to deliver the engagement. If we cease to be able to deliver your engagement for reasons attributable to us, the fee for the undelivered portion is refunded, calculated as the total fee divided by the total session count, multiplied by the number of sessions not delivered.
3. c) Failed, duplicate or unconfirmed transactions. As set out in Clause 7.

7. Failed, Duplicate and Unconfirmed Transactions

If an amount is debited from your account but the transaction is not confirmed as successful, the amount is ordinarily reversed automatically by your bank or card issuer within 7 to 10 working days without any action from us.

If it is not credited back within that period, write to us at [email protected] with the date, amount and bank or card reference. We will take the matter up with our payment gateway and revert with a status within 7 working days.

Duplicate payments made in error are refunded in full within 7 to 10 working days of the duplicate being confirmed.

No engagement obligation arises on our part in respect of a failed or unconfirmed payment.

8. How Refunds Are Processed

Where a refund is due under Clause 6, it is processed within 7 working days of approval and is credited to the original payment method used for the transaction.

The time taken for the credit to appear in your account depends on your bank or card issuer, and is typically a further 5 to 10 working days.

Refunds are made in Indian Rupees only. We do not issue refunds in cash, by cheque, to a third party account, or to an account different from the one used for the original payment.

Refunds are net of applicable GST adjustments made in accordance with prevailing tax law. Any bank charges or foreign exchange losses arising on the refund of an international payment are borne by you.

9. Chargebacks

If you believe a charge is incorrect, contact us first at [email protected]. We acknowledge every message within 48 hours and commit to resolving the matter within 15 working days.

Raising a chargeback or payment dispute with your bank or card issuer without first contacting us delays resolution for both parties. Where a chargeback is raised in respect of an engagement that has been confirmed and delivered, we will contest it and submit the signed Client Coaching Agreement, tax invoice, session records, transcripts and correspondence as evidence.

10. How to Raise a Request

Send an email to [email protected] with:

• Your full name and registered email address
• Invoice number and payment date
• Transaction or order reference number
• The reason for your request

We acknowledge every request within 48 hours and confirm our decision in writing within 7 working days.

11. Contact

Empactful Experiences (OPC) Private Limited (operating as Jigsaw Thinking) Registered Office: 143/144 Raindrops Keep Falling On My Head, Haralur Main Road, Bangalore, Karnataka 560103, India Email: [email protected] Telephone: +91 90362 19292 Support Hours: 10:00 AM to 6:00 PM IST, Monday to Friday