Refund Policy

1. Refund Windows

Refunds are calculated from the published start date of your cohort (weekend or weekday), not from the date you registered or paid.

"Days" means calendar days in the East Africa Time (EAT, UTC+3) zone. The day your cohort starts counts as day zero.

2. Transfers & Substitution

1. You may transfer your place to a colleague or another eligible participant at no extra cost, provided we receive written confirmation (by email) at least 7 days before your cohort start date. The replacement participant must meet the eligibility criteria in our Terms.
2. You may transfer your place to the next available cohort of the same Programme, free of charge, if you notify us at least 14 days before your original cohort start date. Transfers requested inside the 14-day window may be accepted at our discretion and may incur an administrative fee.
3. Only one transfer per participant is permitted. If you cannot attend the transferred cohort, the standard refund windows in clause 1 apply, calculated from the original cohort start date.

3. Cancellations by Us

If we cancel a cohort for any reason (insufficient enrolment, force majeure, trainer illness), you will be offered either a full refund of the fee paid or a free transfer to the next available cohort. We are not liable for any consequential costs you may incur (travel, accommodation, time, etc.) in the rare event that a cohort is cancelled.

4. Non-Attendance

Failure to attend sessions without prior written notice is treated as a cancellation inside the 7-day window, meaning no refund is due. Programme recordings (available for 14 days) remain accessible to all registered Participants regardless of live attendance, in accordance with our Terms & Conditions.

5. Dissatisfaction with the Programme

We are committed to delivering a high-quality Programme. If you are not satisfied with the content or delivery of the first session, you may request a full refund within 48 hours of the end of the first session by emailing andeh@coachandeh.com with the reason. Requests made after that window will be considered on a case-by-case basis and are granted entirely at our discretion.

6. How Refunds Are Processed

1. All refund requests must be made in writing to andeh@coachandeh.com and include the Participant's full name, cohort, and reason for the request.
2. Approved refunds are returned to the original payment method where possible:
   • Card payments (Stripe): refunded to the original card within 5–10 business days. Stripe's processing fees are non-refundable.
   • Mobile money (PawaPay): refunded to the mobile money account used for payment within 3–7 business days. Mobile network fees are non-refundable.
   • Invoice / bank transfer: refunded by bank transfer within 14 business days. Bank charges on both sides are the responsibility of the Participant.
3. We are not responsible for any foreign exchange loss between the payment date and the refund date.

7. Invoice Payments & Corporate Registrations

Where a participant's fee is paid by their employer against an invoice, refund requests must come from the employer's authorised signatory on company letterhead. Refunds will be issued to the bank account originally used to pay the invoice.

8. Changes to this Refund Policy

We may update this Refund Policy from time to time. The version in force when you paid is the version that applies to your registration. The current version is always available on this page.

9. Contact

All refund queries and requests should be sent to:
Phoenix Fortunes (SMC) Limited — andeh@coachandeh.com