Refunds Returns and Delivery Policy

WillCoach Pty Ltd (Trading as Germinate Collective)
Last updated:November 2025

For the full Delivery Policy, please visit: https://willcoach-learning.thinkific.com/pages/delivery-policy

1. Overview

This Refunds, Returns & Delivery Policy applies to all digital products, online courses, memberships, coaching services, and ecosystem access provided through the Germinate Collective online learning environment, delivered by WillCoach Pty Ltd.

Our offerings are predominantly digital and therefore fall under specific refund and delivery rules in accordance with South African e-commerce guidelines, international digital commerce practices, POPIA/GDPR, and banking merchant requirements.

2. General Refund Principle

Due to the nature of digital content and immediate access, refunds are limited and strictly governed by the criteria outlined below.

We believe in fair, ethical practice — protecting both the client and the intellectual property that supports this work.

3. Refund Policy for Digital Products (Non-Refundable)

Digital items include:

  • PDFs

  • Toolkits

  • Templates

  • Worksheets

  • Audio guides

  • Video resources

  • Reflection tools

  • Any downloadable materials

Digital products are strictly NON-REFUNDABLE once:

  • access is granted, OR

  • files have been downloaded, OR

  • the product page has been accessed (Thinkific logs this automatically)

This protects the integrity of your intellectual property and aligns with digital commerce standards.

4. Refund Policy for Online Courses

Refunds for online courses will only be granted if ALL of the following conditions are met:

Refund conditions:

  1. The student has accessed less than 10% of the course

  2. No downloadable files have been accessed

  3. The refund request is submitted within 7 days of purchase

  4. The course is not part of a cohort, group program, or bundle with coaching

If any of the above conditions are not met, the course is considered consumed and cannot be refunded.

Non-refundable online courses include:

  • Cohort-based or facilitated programs

  • Courses that include coaching sessions

  • Courses sold as part of bundled digital products

  • Products released on pre-order where the student has accessed content

5. Refund Policy for Coaching Services

Coaching services include:

  • individual coaching

  • team coaching

  • organisational coaching

  • coaching attached to a digital product or course

Refunds for coaching are governed by the following rules:

✔ Unused sessions

Refunds may be issued for unused sessions only.
Used sessions are charged at the standard session rate.

Coaching sessions as part of an Individual Development Program Journey is not refundable whether purchased as part of the journey, or separately. 

✔ Used sessions

Once a session has been delivered, it is non-refundable, whether attended or not.

✔ No-shows

Missed sessions without 24-hour notice for individual coaching sessions and 72 hours for group or team sessions, may be forfeited.

✔ Coaching programs / packages

If a coaching package is purchased (e.g., 6, 8, or 12 sessions):

  • Used sessions are charged at the full per-session rate

  • Remaining sessions may be refunded

  • Administrative fees may apply

✔ Coaching in organisational/sponsor journeys

Refunds depend on the terms of the MSLA (Master Service Level Agreement) and organisational contract.

6. Refund Policy for Memberships, Communities & Ecosystem Access

Memberships and community access often include:

  • exclusive content

  • private spaces

  • group calls

  • ongoing updates

  • digital libraries

As such:

Memberships are non-refundable once:

  • you have accessed any content, OR

  • you have joined the community space, OR

  • the membership cycle has started

Monthly subscriptions may be cancelled for future months but not refunded retroactively.

7. Refund Policy for Workshops, Events & Group Programs

For live (online or in-person) events:

  • Tickets are non-refundable once purchased

  • You may request a transfer to another date (if available)

  • Substitutions may be allowed with prior written notice

For group programs or cohorts:

  • Refunds are not offered once the program begins

  • This ensures continuity and fairness to all participants

8. Delivery Policy (Summary)

(Full Delivery Policy remains on the separate dedicated page.)

8.1 Digital Products

Delivered instantly through Thinkific upon successful payment.

8.2 Online Courses

Immediate access unless part of a pre-launch or future-dated program.

8.3 Coaching Services

Delivered via Zoom or Google Meet; link provided upon scheduling.

8.4 Community Spaces

Access provided through the Germinate Ecosystem or Thinkific integrations.

8.5 No Physical Delivery

We do not ship physical goods at this stage.

9. Failed Delivery or Access Issues

If you cannot access your product, course, or session:

Please email us at [email protected].
We will resolve access issues within 48 hours (often sooner).

Non-access due to client-side issues (spam filtering, incorrect email, slow internet, expired links) does not qualify for a refund but will be supported with troubleshooting.

10. Chargebacks & Fraud Prevention

To protect our clients and maintain banking integrity:

  • Unauthorised chargebacks will be investigated

  • Access logs, device logs, and platform records may be submitted to the bank

  • Fraudulent claims may result in permanent account suspension

We encourage clients to contact us before submitting a dispute.

11. Contact Information

For refund, return, or delivery queries:

WillCoach Pty Ltd
Trading as Germinate Collective
Email: [email protected]
Website: www.willcoach.co.za
Support Hours: Monday–Friday, 9:00–16:00 (GMT+2)