1. Overview
This Refund Policy explains the conditions under which Eliminationuemus ("we", "us", or "our") provides refunds for consulting services, educational products, personalised plans, and structured programmes purchased through our website at eliminationuemus.world or via direct agreement.
We are committed to fair and transparent refund practices that comply with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable United Kingdom consumer protection legislation.
Please read this policy carefully before making a purchase. Specific refund terms may also be outlined in your service agreement, proposal, or order confirmation. Where specific terms conflict with this general policy, the specific terms in your agreement prevail.
2. Your Statutory Consumer Rights
If you are a consumer purchasing services or digital content for personal use (rather than on behalf of a business), you have statutory rights under UK law that are not affected by this policy. These include:
- 14-day cancellation right: For distance contracts (online purchases), you generally have 14 days from the date of purchase to cancel and receive a full refund, unless you have expressly requested that services begin within the cancellation period and acknowledged that you may lose your right to cancel once performance has begun.
- Right to reject faulty services: If our services do not conform to the contract — for example, if they are not delivered with reasonable care and skill — you may be entitled to a repeat performance, price reduction, or refund.
- Right regarding digital content: Digital content must be of satisfactory quality, fit for purpose, and as described. If it is faulty, you may be entitled to a repair, replacement, or refund.
Nothing in this Refund Policy limits or excludes your statutory rights as a consumer. If you believe your statutory rights have not been met, please contact us to discuss resolution before pursuing external dispute resolution.
3. Consulting and Guidance Services
3.1 Discovery and Initial Sessions
Complimentary discovery calls and initial exploratory conversations are free of charge and therefore not subject to refund requests.
3.2 Paid Consulting Engagements
For paid consulting packages and advisory sessions:
- Before services commence: If you cancel a confirmed consulting engagement before any sessions have taken place, you are entitled to a full refund minus any non-recoverable third-party costs we have incurred on your behalf (which will be itemised).
- After services have commenced: If you cancel after one or more sessions have been delivered, you will receive a partial refund calculated based on the proportion of undelivered sessions or agreed deliverables remaining in the engagement.
- Rescheduling: Sessions may be rescheduled with at least 48 hours' notice without penalty. Sessions cancelled with less than 48 hours' notice may be charged in full at our discretion, unless exceptional circumstances apply.
3.3 Personalised Plans
Customised workplace action plans and organisational frameworks are prepared specifically for your team. Once delivered, these are generally non-refundable due to their bespoke nature. If you cancel before delivery has commenced, a full refund is available. If work has partially commenced, a partial refund reflecting undelivered portions may be offered at our discretion.
4. Educational Products
4.1 Digital Downloads and Workbooks
For digital educational products including workbooks, reference guides, and self-paced learning modules:
- 14-day cooling-off period: If you have not accessed or downloaded the digital content, you may request a full refund within 14 days of purchase.
- After access: Once you have downloaded, accessed, or started using digital content, the 14-day cancellation right may no longer apply, as permitted under the Consumer Contracts Regulations where you have consented to immediate supply. However, if the content is materially not as described or is defective, you remain entitled to a refund under the Consumer Rights Act.
4.2 Physical Materials
If we supply physical printed materials, you may return unused items in their original condition within 14 days of receipt for a full refund. Return shipping costs are your responsibility unless the return is due to our error or defective goods.
5. Programmes and Challenges
Structured programmes and time-bound challenges involve group facilitation, scheduled sessions, and shared resources. Refund eligibility depends on programme start date and participation level:
- More than 14 days before programme start: Full refund available upon written cancellation request.
- Within 14 days of programme start (but before start date): Full refund minus a 15% administrative fee to cover preparation costs, unless statutory cancellation rights apply without deduction.
- After programme has started: No refund is available once the programme has commenced, except in cases of material service failure on our part or where required by law. You may transfer your place to another eligible participant within the same organisation with our prior approval.
- Missed sessions: Failure to attend scheduled programme sessions does not entitle you to a refund. Recordings or supplementary materials may be provided where available, at our discretion.
6. Non-Refundable Items and Situations
The following are generally not eligible for refunds:
- Services that have been fully delivered in accordance with the agreed scope and contract.
- Bespoke materials, reports, or frameworks created specifically for your organisation after delivery.
- Third-party fees or licences purchased on your behalf that cannot be recovered.
- Programme places where the participant has been removed for breach of programme conduct guidelines.
- Purchases made more than 30 days ago where no defect or service failure has been reported, except where statutory rights apply.
7. How to Request a Refund
To request a refund, please contact us with the following information:
- Your full name and organisation (if applicable).
- Order reference number, invoice number, or date of purchase.
- Description of the product or service purchased.
- Reason for the refund request.
- Preferred refund method (original payment method where possible).
Send your request to hello@eliminationuemus.world or call +44 20 7287 8507 during office hours (Monday to Friday, 09:00 – 17:30 GMT). We will acknowledge your request within two business days and provide a decision within ten business days.
8. Refund Processing Timeline
Once a refund is approved:
- Credit or debit card refunds are processed within 5 to 10 business days. The time for the refund to appear in your account depends on your bank or card issuer.
- Bank transfer refunds are processed within 5 business days of approval.
- Invoice-based payments (B2B clients) are credited against future invoices or refunded via bank transfer within 14 business days.
We will send you email confirmation when the refund has been initiated, including the amount and expected timeline.
9. Partial Refunds
Partial refunds may be issued in the following circumstances:
- Consulting engagements cancelled after partial delivery, calculated on a pro-rata basis for undelivered sessions or deliverables.
- Programme cancellations within 14 days of start date, subject to the administrative fee described above.
- Material service issues where we determine that a full refund is not warranted but some compensation is appropriate.
- Bundle purchases where only part of the bundle is eligible for refund.
Partial refund amounts will be communicated clearly in writing before processing, with a breakdown of the calculation.
10. Cancellation by Eliminationuemus
We reserve the right to cancel or reschedule programmes, workshops, or group sessions due to insufficient enrolment, facilitator unavailability, or circumstances beyond our reasonable control. In such cases:
- You will be offered a full refund or transfer to an alternative date or programme of equivalent value.
- We will provide as much advance notice as reasonably possible.
- We are not liable for any indirect costs you may incur, such as travel or accommodation, unless otherwise agreed in writing.
11. Disputes and Chargebacks
We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Chargebacks initiated without prior communication may delay resolution and may affect your ability to purchase future services from us.
If we cannot resolve a dispute directly, consumers in the United Kingdom may seek assistance from the Citizens Advice consumer service or, where applicable, an approved alternative dispute resolution provider. Business clients may pursue resolution through the courts of England and Wales as set out in our Terms of Use.
12. Contact Us
For refund requests, questions about this policy, or assistance with a purchase, please contact:
Eliminationuemus
175-179 Oxford St, London W1D 2JS, United Kingdom
Email: hello@eliminationuemus.world
Telephone: +44 20 7287 8507
Office hours: Monday to Friday, 09:00 – 17:30 GMT
Related policies: Terms of Use | Privacy Policy