Refund & Cancellation Policy

1. Cancelling before work begins

If you cancel more than five business days before the scheduled discovery session and no preparatory work has been delivered, you receive a full refund.

2. Cancelling after work begins

• Cancellation within five business days of the discovery session, or after preparatory work has started: refund of the fee less costs for work performed, typically 25% of the package fee.
• Cancellation after the discovery session but before analysis is delivered: refund of 50% of the package fee.
• Cancellation after analysis or strategy deliverables have been issued: no refund, as the substantive work has been completed and handed over.

3. Strategy sessions

A Business Strategy Session may be rescheduled once at no charge with at least 48 hours' notice. Cancellations with less than 48 hours' notice, or non-attendance, are non-refundable.

4. Rescheduling

Sessions can be rescheduled by agreement. We will always try to accommodate genuine scheduling difficulties without penalty.

5. Cancellation by Glow Haven LLC

If we cancel an engagement for any reason other than your breach of the engagement agreement, you receive a full refund of fees paid for work not yet delivered.

6. Requesting a refund

Send your booking reference and reason for cancellation to our email address. We acknowledge requests within two business days and confirm the outcome within five business days.

7. Processing timelines

Approved refunds are issued to the original payment method within ten business days. Your bank or card issuer may take additional time to post the credit.

8. Disputes

If you disagree with a refund decision, contact us and we will review it with you directly before any formal dispute process.