1. Overview
This Refund Policy sets out the circumstances in which refunds may be considered and how to request one. It should be read alongside our Terms of Service. Where an individual engagement agreement exists, its terms take precedence over this policy.
2. General Position
All fees paid to The Coul & Gold Group LLC are non-refundable except as set out in this policy or as required by applicable law.
3. Right of Cancellation
Clients who have signed an engagement agreement but have not yet accessed their program or assessment may cancel within 48 hours of signing and receive a full refund. After this period, the standard terms below apply.
4. Advisory Programs
This section applies to all session-based advisory engagements: Executive Advisory, First-Time Chief of Staff coaching, and Experienced Chief of Staff coaching. Each engagement consists of an intake call plus the number of fifty-minute sessions stated in your engagement agreement, delivered within the engagement window that agreement sets.
Advisory fees are payable in full at signing. The engagement does not commence, and the intake call is not scheduled, until payment has been received and cleared.
Assessments are not included in the price of your sessions. Any assessment you wish to purchase, including the CoS Readiness Assessment, is quoted and invoiced separately and is refunded under Section 5 of this policy, not Section 4.
4.1 Before Your First Session
If you cancel before the intake call has been delivered, you will receive a full refund.
If you cancel after the intake call has been delivered but before your first session, you will receive a full refund less the intake call fee: $1,000 in Executive Advisory, or $500 in either Chief of Staff track.
Cancellation must be submitted in writing to info@coulandgold.com.
4.2 After Your First Session
Once your first session has been delivered, your fee is non-refundable in full. No refund is available after that point, whether or not sessions remain undelivered, and whether the engagement ends because you cancel, because either party terminates for convenience, or because your engagement window expires. The only exception is Section 4.4.
4.3 Missed and Expired Sessions
A session canceled or rescheduled with less than 48 hours’ written notice is forfeited. A first missed session may be rescheduled at our discretion on payment of a rescheduling fee of $1,000 in Executive Advisory or $500 in either Chief of Staff track. Any further missed session is forfeited and is neither refundable nor rescheduled. Rescheduling fees are non-refundable.
Sessions not delivered by the end of your engagement window expire and are neither refundable nor carried forward, unless we agree in writing to extend the window. We will give you written notice at least 30 days before your window closes if sessions remain unused.
4.4 If We Materially Breach Your Agreement
If you terminate your engagement because we have materially breached your engagement agreement and have not cured that breach within the period your agreement allows, you will receive a pro rata refund of the fee attributable to sessions not yet delivered.
5. CoS Readiness Assessment
Assessments are purchased separately from advisory sessions and are not included in any session fee.
5.1 Pilot Program
The Pilot Program fee is non-refundable once the assessment has been delivered or accessed. If you upgrade to a Full Assessment within 90 days, your entry fee will be credited in full against the full program fee. If you decide not to proceed, no refund will be issued once the assessment has been accessed.
5.2 Full Assessment Self-Funded ($2,500)
If you cancel before the assessment commences, you will receive a full refund less an administration fee of $250. Once the assessment has commenced, no refund will be issued for any element already delivered or any remaining undelivered elements.
5.3 Full Assessment Search Firm ($3,000)
If you cancel before the assessment commences, you will receive a full refund less an administration fee of $300. Once the assessment has commenced, no refund will be issued for any element already delivered or any remaining undelivered elements. The dual report output and priority scheduling elements are non-refundable once scheduling has been confirmed.
6. Low Friction Leadership Program
The Low Friction Leadership Program is currently on waitlist. All fees are non-refundable except where cancellation is made within 48 hours of purchase and the program has not yet commenced. Specific refund terms for each delivery format — the Self-Led 7-Week Course, the Open Cohort 2-Day Virtual, and the Closed Cohort Bespoke program — will be set out in individual engagement agreements at the time of purchase. This policy will be updated when pricing and terms are finalized.
7. Leadership Operating Profile
The Leadership Operating Profile is a bespoke service priced individually following a scoping call. All refund terms for this service are governed by the individual engagement agreement signed at the point of commission. In the absence of specific terms in that agreement, this policy applies.
8. Subscription Services
Subscription fees are billed in advance and are non-refundable for the current billing period. Cancellation takes effect at the end of the current billing period, and no further charges will be made.
9. Scheduled Sessions
Sessions must be canceled or rescheduled with a minimum of 48 hours’ written notice to info@coulandgold.com. Sessions missed without notice are forfeited, as set out in Section 4.3.
Please note that missed sessions do not constitute exceptional circumstances and are not eligible for consideration under Section 12 of this policy.
10. Technical Failures and Platform Disruption
In the event of a technical failure that affects the delivery or retention of session or assessment data, we will repeat the affected element at no charge, and where necessary extend your engagement window to accommodate it.
11. Cancellation by Coul & Gold
If we cancel or are unable to deliver a scheduled session, no fee applies, we will reschedule at a time convenient to you, and your engagement window is extended by the length of any resulting delay. We will notify you as soon as possible. Where our failure to deliver amounts to a material breach of your engagement agreement, Section 4.4 applies.
12. Exceptional Circumstances
We recognize that unexpected events occur. In cases of serious illness, bereavement, or other significant life events, we will consider deferring your remaining sessions or extending your engagement window, on a case-by-case basis. Consideration under this section is discretionary and does not create a right to a refund. Missed sessions do not qualify under this section. Please contact us as soon as possible at info@coulandgold.com to discuss your situation. We will always work to find a fair and reasonable resolution.
13. How to Request a Refund
All refund requests must be made in writing to info@coulandgold.com. Please include your full name, the service you purchased, the date of purchase, and the reason for your request. We will respond within five business days and process any approved refund within 14 days.
14. Governing Law and Disputes
This Refund Policy is governed by the laws of the State of Wyoming, United States. Nothing in this policy limits or excludes any statutory rights you may have under the laws of your country of residence. Where local consumer protection laws apply, they take precedence to the extent required by law.
Any dispute arising under or in connection with this policy will be resolved as set out in the Governing Law and Dispute Resolution section of our Terms of Service: good-faith negotiation first, followed by binding arbitration seated in Arlington County, Virginia.
15. Contact
For any questions about this policy, please contact us at info@coulandgold.com or write to:
The Coul & Gold Group LLC
30 N Gould St
Sheridan, WY 82801
United States