Refund & Cancellation Policy

1. Scope of this policy

This policy applies to purchases of:

• Digital Products – kits, playbooks, templates, checklists, guides, and similar downloadable or online resources
• Workshops – live or recorded sessions, whether 1:1, small group, or larger events
• Services – done-with-you operations support, consulting, implementation sprints and similar services

Together, we call these "Products".

2. General refund principles

We try to balance:

• Being fair and reasonable to you as a customer; and
• Recognising that our work is mostly digital, intellectual and time-based, which can't always be "returned" once delivered

3. Digital Products (kits, templates, playbooks, resources)

3.1 Standard position – no automatic refunds after access

Because Digital Products are delivered digitally and can be copied or stored:

Please read the Product description carefully before purchasing and contact us with any questions if you're unsure.

3.2 When we may consider a refund or credit

We may, at our discretion, offer a refund, partial refund or credit in situations such as:

• Technical issues on our side that prevent you from accessing the Product and which we cannot reasonably fix within a fair timeframe
• The Product being materially different from its description (for example, core elements are missing or misdescribed)

In such cases, we may:

• Offer to fix the issue
• Provide an updated or corrected version
• Offer a partial or full refund
• Offer a credit towards another Product

What we offer will depend on the specific situation.

3.3 Non-refundable elements

4. Workshops (live and recorded)

4.1 If we cancel or reschedule

If we need to cancel a Workshop, we will:

• Offer a new date or suitable alternative; or
• Offer a refund or credit if a suitable alternative isn't possible

If we need to reschedule (for example, due to illness, technical issues or other unforeseen events):

• We will inform you as soon as reasonably possible; and
• Your booking will transfer to the new date/time, or we may offer credit/alternative access where appropriate

4.2 If you can no longer attend

If you can no longer attend a Workshop you've booked, please email info@kilnbyte.com as soon as you know.

Unless the specific Workshop page or confirmation email sets out different rules, we'll generally use these guidelines:

Where the Workshop terms on your checkout page or confirmation email set a different notice period or rule, those specific terms will apply.

4.3 Recordings

If Workshop access includes a recording:

• Access will be provided for the duration stated on the Product page or in your confirmation
• Once the recording access is provided, it is treated as a Digital Product and is normally non-refundable

5. Services (done-with-you operations, consulting, implementation)

5.1 Booking and rescheduling

For Services such as done-with-you operations, consulting or implementation work:

• We will agree a scope, structure and schedule with you (for example, via a written proposal or clear email)
• Sessions are often booked in advance and may require preparation work on our side

If you need to reschedule:

• Please contact us as early as possible
• Where we can, we'll work with you to find a new time

5.2 Cancellation of a service package

If you wish to cancel a Service package entirely (for example, a multi-week implementation), please contact us to discuss:

• How much work has already been delivered
• What preparation has already been completed
• Any minimum commitment agreed in writing

We will aim to find a fair solution, which may include:

• A partial refund
• A reduced final balance
• Credit towards other Products

5.3 Our right to cancel

We reserve the right to cancel or terminate Services if:

• You repeatedly miss or cancel sessions without reasonable notice
• You do not provide the information or cooperation reasonably needed to deliver the work; or
• We reasonably believe the working relationship is no longer appropriate or constructive

Where we cancel for our own reasons (not due to your breach), we will:

• Provide a pro-rated refund or credit for any prepaid Services not yet delivered

Where we cancel due to your serious breach (for example, abuse, harassment, or misuse of our materials), we may:

• Withhold refunds for Services already paid, to the extent allowed by law

6. Cooling-off rights (UK / EU consumers)

If you are a consumer (not a business) in the UK or EU, you may have certain cooling-off rights under consumer law for distance purchases.

6.1 Digital Products

For digital content that is delivered immediately (or within a short time) after purchase:

When you buy, you may be asked to confirm that:

• You want access to start during the cooling-off period; and
• You understand that you will lose your right to cancel once download or access begins

If you give this consent, you will not usually have a statutory right to cancel after access has been provided.

6.2 Services and Workshops

For Services and Workshops:

If you request that we begin work or hold sessions during the cooling-off period, you may still have a right to cancel, but we may:

• Deduct a reasonable amount to cover work already performed before your cancellation; or
• Charge for sessions you've already attended or that were prepared/delivered

7. How to request a refund or raise an issue

If you believe you may be entitled to a refund, or if there is an issue with a Product, please contact us as soon as possible at:

We will:

• Acknowledge your message
• Review the situation (and may ask for more information); and
• Let you know what we can offer – for example, a fix, replacement, credit or refund in line with this policy and our Terms of Sale

8. Chargebacks and disputes

We understand that problems can arise. However, we ask that you:

If you do initiate a chargeback:

• We may need to share information about your order, communications and usage records with our payment processor to respond to the dispute; and
• We reserve the right to suspend or revoke access to the relevant Product while the dispute is being investigated

We aim to resolve any issues fairly and professionally and appreciate the opportunity to do so directly.

9. Non-refundable items – summary

To keep everything transparent, here is a summary of what is generally non-refundable:

We will always consider genuine exceptional circumstances and remain open to discussion.

10. Changes to this policy

We may update this Refund & Cancellation Policy from time to time, for example:

• To reflect changes in our Products or business model
• To reflect changes in the law or guidance
• To clarify how particular situations are handled

When we make changes, we will:

• Update the "Last updated" date at the top of this page; and
• Take reasonable steps to draw your attention to significant changes (for example, via a notice on our website)

11. Contact

If you have any questions about this Refund & Cancellation Policy, or you are unsure how it applies to your situation, please contact: