Refund Policy

1. Scope of This Policy

This Refund Policy outlines the terms under which Movementgrownatu ("we", "us", "our") will consider and process refund requests for our services and educational products. It applies to all engagements entered into between Movementgrownatu and clients or customers ("you"), whether as individuals or on behalf of an organisation.

This policy is intended to be fair, transparent, and consistent with the rights afforded to consumers and business clients under applicable United Kingdom law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please read this policy carefully before engaging any of our services. If you have questions about whether this policy applies to your specific situation, please contact us before making a purchase or entering into a service agreement.

2. Services Covered

This policy applies to the following categories of products and services offered by Movementgrownatu:

• Consulting and advisory services: One-to-one or group consultations, discovery sessions, and ongoing advisory engagements.
• Personalised habit plans: Structured, role-adapted habit frameworks developed for individual employees or teams.
• Educational products: Written guides, frameworks, workshop materials, and reference resources.
• Programmes and challenges: Structured multi-week programmes delivered to organisations or teams.

Refund entitlements differ depending on the category of service, as set out in the sections below.

3. Consumer Rights and Cancellation

If you are a consumer (that is, an individual purchasing services for personal, non-business use) and your engagement was entered into remotely (for example, via email, telephone, or through our website), you may have a statutory right to cancel within 14 calendar days of the date of the contract, under the Consumer Contracts Regulations 2013.

This right of cancellation does not apply in the following circumstances:

• Where the service has already been fully performed with your prior agreement and acknowledgement that your cancellation right would be lost upon full performance;
• Where digital content has been supplied and you acknowledged at the point of purchase that your cancellation right would be lost upon delivery;
• Where the service is a fully bespoke or personalised product created specifically to your instructions.

If you wish to exercise your statutory cancellation right, you must notify us in writing (by email or post) within the 14-day period. Contact details are in Section 15.

If you are a business client entering into a service agreement on behalf of an organisation, the Consumer Contracts Regulations do not apply and the terms of the signed service agreement, together with the provisions of this policy, govern the arrangement.

4. Consulting and Advisory Services

For consulting and advisory engagements:

• Cancellation before the first session: A full refund will be issued if cancellation is made at least 5 business days before the first scheduled session, less any non-recoverable preparation costs that have already been incurred.
• Cancellation after the first session but before completion: A pro-rata refund will be considered based on the proportion of the engagement that has not yet been delivered. This will be calculated by reference to the agreed scope and timeline documented in the service agreement.
• Cancellation after full delivery: No refund is available once an engagement has been fully delivered as agreed.
• Rescheduling: We will make reasonable efforts to accommodate schedule changes with at least 48 hours' notice. Repeated rescheduling by the client may affect refund eligibility at our discretion.

5. Educational Products and Resources

For written guides, frameworks, and other non-digital educational materials delivered in physical form:

• A refund may be requested within 14 days of delivery if the materials are returned to us in their original condition and have not been used, reproduced, or distributed.
• Return postage costs are the responsibility of the client unless the item was faulty or incorrectly supplied.

For digitally delivered educational content (PDFs, digital frameworks, downloadable resources):

• Once digital content has been downloaded or accessed, refunds are generally not available unless the content was materially defective or not as described at the point of sale.
• If you believe the digital content was defective or significantly different from its description, please contact us within 7 days of access and we will review your request.

6. Structured Programmes and Challenges

For multi-week structured programmes and team challenges:

• Withdrawal before programme commencement: A full refund less any non-recoverable setup or preparation costs, provided notice is given at least 10 business days before the start date.
• Withdrawal within the first two weeks: A pro-rata refund will be assessed based on the proportion of the programme not yet delivered, less a reasonable administrative fee.
• Withdrawal after the midpoint: No refund is available once more than 50% of the programme has been delivered.
• Programme suspension by us: In the event that we are unable to deliver a programme as agreed due to circumstances within our control, we will offer either a full refund, a rescheduled delivery, or a partial refund proportionate to any portion already delivered — at your election.

7. Personalised Plans

Personalised habit plans are developed specifically to the individual or team specifications agreed at the outset of the engagement. As such:

• Once a personalised plan has been delivered, it is not eligible for a refund unless it is materially defective or materially inconsistent with the agreed specification.
• If you believe a delivered plan does not meet the agreed specification, please contact us within 7 days of delivery and we will review the matter and, where appropriate, revise the plan at no additional cost or issue a partial refund.

8. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• Initial discovery or scoping sessions that have been completed;
• Administrative or onboarding fees specified as non-refundable at the point of engagement;
• Any service or product where the non-refundable nature was clearly communicated and acknowledged prior to purchase;
• Any digital content that has been downloaded, accessed, or distributed;
• Travel or accommodation costs incurred by Movementgrownatu in connection with an in-person delivery.

9. How to Request a Refund

To request a refund, please contact us in writing with the following information:

1. Your full name and (if applicable) the name of your organisation;
2. A description of the service or product for which you are requesting a refund;
3. The date of purchase or the date the service agreement was entered into;
4. The reason for your refund request;
5. Any supporting documentation (for example, a copy of the invoice or service agreement).

Refund requests can be submitted by email to assist@movementgrownatu.world, by telephone at +44 20 7404 6458, or by post to 49 Lamb's Conduit Street, London WC1N 3NG, United Kingdom.

10. Processing Timelines

We will acknowledge your refund request within 3 business days of receipt. A decision on your request will be communicated within 10 business days. Where additional information is required to process your request, this timeline may be extended, and we will notify you accordingly.

Once a refund has been approved, we will process payment within 14 calendar days of the approval date.

11. Refund Payment Methods

Refunds will generally be issued using the same payment method used for the original transaction. If this is not possible (for example, due to card expiry), we will contact you to arrange an alternative method. We do not issue refunds in cash under any circumstances.

For bank transfer refunds, you will be asked to provide your bank account details in writing. We take reasonable steps to verify the identity of refund recipients to prevent fraudulent claims.

12. Disputes and Escalation

If you are dissatisfied with our response to a refund request, you may escalate the matter by requesting a formal review by a senior member of our team. Please indicate clearly in your correspondence that you wish to escalate your complaint.

If an escalated dispute cannot be resolved internally, you may seek resolution through:

• The Citizens Advice consumer service (for individual consumers);
• Alternative dispute resolution (ADR) schemes, details of which can be provided on request;
• Legal proceedings in the courts of England and Wales, subject to the governing law provisions in our Terms of Use.

13. Statutory Rights

Nothing in this Refund Policy is intended to limit or override your statutory rights under applicable UK consumer protection legislation. This includes your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If any part of this policy conflicts with your statutory rights, your statutory rights shall prevail.

14. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised date. Changes will not apply retrospectively to purchases or engagements already in progress at the time of the update. We encourage you to review this policy periodically, particularly before engaging new services.

15. Contact

For any queries about this Refund Policy or to submit a refund request, please contact us:

• By post: Movementgrownatu, 49 Lamb's Conduit Street, London WC1N 3NG, United Kingdom
• By telephone: +44 20 7404 6458 (Monday – Friday, 9:00 – 17:30 GMT)
• By email: assist@movementgrownatu.world