Refund Policy

Effective Date: 01 November 2025

Forge Forward Coaching Limited

This Refund Policy explains our approach to refunds for coaching services and programs. By engaging our services, you acknowledge and agree to this policy.

Please read this policy in conjunction with our Terms and Conditions, Privacy Policy, Legal Disclaimer, and Accessibility Statement.

1. GENERAL REFUND POLICY

At Forge Forward Coaching Limited, we are committed to delivering high-quality, bespoke coaching services tailored to your individual needs. Due to the personalised nature of our work and the time invested in preparing programs, materials, and strategies for each client, we maintain the following refund policy.

2. INDIVIDUAL COACHING SESSIONS

2.1 Per-Session Bookings

Payment is due within 5 working days after each session
Refunds are not available for completed sessions
Sessions cancelled with 48+ hours' notice may be rescheduled without charge
Sessions cancelled with less than 48 hours' notice incur a 50% cancellation fee (non-refundable)
No-shows are charged at 100% (non-refundable)

2.2 Session Quality Concerns

If you are dissatisfied with a session, please contact us immediately
We will work in good faith to address your concerns
In exceptional circumstances, we may offer a complimentary follow-up session or partial credit at our discretion

3. COACHING PROGRAMS AND PACKAGES

3.1 Deposit Structure

Coaching programs require a 50% deposit to secure your booking
The remaining 50% is due at the midpoint of the program
Deposits are non-refundable once program preparation has commenced

3.2 Preparation

Once you book and select a service, we begin bespoke preparation including:
- Customised design
- Development of appropriate materials and frameworks
- Resource allocation and scheduling
- Research relevant to your specific goals and industry

3.3 Refunds Before Program Commencement

If you withdraw before your first session and before program preparation has begun, you may receive a full refund minus a $50 administration fee
Once program preparation has commenced (typically within 3 business days of booking), the deposit becomes non-refundable

4. WITHDRAWAL DURING A PROGRAM

4.1 Calculation Method

If you choose to withdraw from coaching services partway through a program, refunds are calculated as follows:

Work Completed: Invoiced at the standard hourly rate of $275 NZD per hour (plus GST where applicable)
Administration Fee: 15% of the total value of remaining unpaid services, covering:
- Bespoke preparation and program design
- Materials already created for future sessions
- Time allocated and other client opportunities declined
- Administrative processing

4.2 Example Calculation

10-Hour Program: $2,750 total (50% deposit paid = $1,375)

If you complete 3 hours and then withdraw:

Hours completed: 3 × $275 = $825
Remaining hours: 7 × $275 = $1,925
Administration fee: 15% × $1,925 = $288.75
Total owed: $825 + $288.75 = $1,113.75
Refund due: $1,375 - $1,113.75 = $261.25

4.3 Withdrawal Process

Notify us in writing via email at admin@forgeforwardcoach.com
Include your name, program details, and reason for withdrawal
We will provide a detailed calculation within 5 business days
Refunds will be processed within 14 days of written notification

5. SPECIAL CIRCUMSTANCES

5.1 Medical or Emergency Situations

We understand that unexpected circumstances can arise. If you need to withdraw due to:

Serious illness or injury
Family emergency
Other significant life events

Please contact us as soon as possible. We will:

Work with you to pause and reschedule your program where feasible
Consider alternative arrangements such as extended timelines
Review refund requests on a case-by-case basis with compassion and flexibility

We also note our coaches may also need to cancel or postpone based on special circumstances.

5.2 Relocation or Job Change

If your circumstances change due to relocation or sudden employment changes:

We can often continue services remotely via video conferencing
Programs can be adapted to new goals and circumstances
We will work with you to find the best solution before processing any withdrawal

6. COACH-INITIATED TERMINATION

6.1 When We May Terminate Services

We reserve the right to terminate services in exceptional circumstances including:

Inappropriate or abusive behaviour toward our staff
Non-payment of fees after reasonable notice
Conflict of interest that arises during the engagement
Circumstances beyond our control (see Force Majeure)

6.2 Refund in Coach-Initiated Termination

If we terminate services (excluding termination due to client misconduct or non-payment):

You will receive reasonable notice where practical
You will receive a full refund for any prepaid unused services
No administration fees will apply
Refunds will be processed within 14 days

7. NO GUARANTEE OF RESULTS

7.1 Nature of Coaching Services

Please note that refunds are not available based on:

Not receiving a job offer or interview invitation
Not achieving specific career outcomes
Market conditions or employer decisions
Time taken to achieve goals
Your personal satisfaction with outcomes achieved

7.2 What We Guarantee

We guarantee:

Professional, high-quality coaching services
Preparation and delivery as agreed
Adherence to our professional standards
Support throughout your engagement

However, coaching is a collaborative process and your success depends on many factors including your effort, commitment, market conditions, and circumstances beyond our control.

8. REFUND PROCESSING

8.1 Timeframe

Approved refunds will be processed within 14 business days
Refunds will be issued to the original payment method used

8.2 Method

All refunds will be made via bank transfer to the account from which payment was received
You are responsible for ensuring we have correct banking details

8.3 Currency

All refunds will be issued in NZD
Any currency conversion fees are your responsibility

9. NON-REFUNDABLE ITEMS

The following are non-refundable under all circumstances:

Completed coaching sessions
Cancelled sessions with less than 48 hours' notice
No-show appointments
Materials or resources already provided to you
Third-party costs incurred on your behalf
Administration fees
Deposits after program preparation has commenced

10. DISPUTES AND RESOLUTION

10.1 Contact Us First

If you have concerns about our services or believe you are entitled to a refund:

Contact us immediately at admin@forgeforwardcoach.com
Provide specific details of your concern
Allow us to respond within 5 business days

10.2 Good Faith Resolution

We are committed to:

Listening to your concerns with respect and empathy
Working in good faith to find a fair resolution
Being transparent about our policies and decisions
Treating each situation with individual consideration

10.3 Escalation

If we cannot reach a mutual agreement:

We will provide our reasoning in writing
You may seek independent advice or mediation
Disputes will be handled in accordance with New Zealand law

11. MODIFICATIONS TO THIS POLICY

11.1 Right to Modify

We reserve the right to modify this Refund Policy at any time
Changes will be effective immediately upon posting on our website with an updated "Effective Date"

11.2 Your Engagement

The version of this policy in effect at the time you book services applies to that engagement
Policy changes will not retroactively affect services already booked and paid for

12. CONSUMER RIGHTS

12.1 New Zealand Consumer Law

Nothing in this Refund Policy limits your rights under New Zealand consumer protection law, including the Consumer Guarantees Act 1993.

12.2 Fair Trading

We are committed to fair trading practices and operating with integrity in accordance with the Fair Trading Act 1986.

13. CONTACT INFORMATION

If you have questions about this Refund Policy or wish to request a refund, please contact us:

Forge Forward Coaching Limited
Email: admin@forgeforwardcoach.com
Website: forgeforwardcoach.com

We will respond to all refund requests within 5 business days.

14. ACKNOWLEDGEMENT

By engaging our coaching services, booking a session, or making a payment, you acknowledge that you have read, understood, and agree to this Refund Policy.

Last Updated: 01 November 2025

Forge Forward Coaching Limited
Empowering your career journey with clarity, confidence, and direction.