Workshop Cancellation, Refund, Rescheduling & 100% Satisfact

Your experience matters to us, and we stand behind the quality of every workshop we deliver.

At High Performance Balance (HPB), we believe that when an organization invests in its people, it deserves a meaningful, engaging, and professionally delivered experience.

Our workshops are designed around your organization's challenges, combining expertise in mindset, human behavior, physical movement, mobility, and sustainable performance.

Our 100% Satisfaction Commitment is our promise to take reasonable concerns about the quality of our workshop delivery seriously and provide an appropriate corrective service when a material delivery problem is confirmed.

This is a corrective-service commitment, not a money-back guarantee. Purchases are generally non-refundable, subject to applicable law.

If your organization is dissatisfied with the delivery of a completed workshop, you may submit a written satisfaction review request within 14 calendar days following the workshop.

Your request should include:

1. Your organization's name and workshop date.
2. A clear explanation of what did not meet your expectations.
3. Specific examples or reasonable supporting details.
4. Your preferred resolution, if applicable.

HPB will acknowledge your request within two business days and aim to provide a written determination within seven business days of receiving the request and the information reasonably necessary to review it.

All requests will be evaluated individually and in good faith.

Examples of concerns that may qualify include:

• Significant differences between the agreed workshop scope and the experience delivered.
• Material shortcomings in facilitation quality or professional delivery.
• Failure to adequately incorporate previously agreed customization priorities.
• Other substantial, documented issues that reasonably affected the workshop experience.

Differences in personal preferences, general dissatisfaction without an identifiable delivery concern, or the absence of a particular business outcome do not automatically constitute a qualifying delivery problem.

When HPB confirms that a material delivery problem occurred, we will provide one appropriate complimentary corrective service.

Depending on the nature and significance of the concern, HPB will provide one of the following:

Option A: Complimentary Replacement Workshop

Your organization will receive a replacement virtual workshop delivered by a different, appropriately qualified HPB facilitator.

The replacement will ordinarily follow the original workshop's duration and agreed core scope, with reasonable adjustments addressing the identified concerns.

Option B: Complimentary Follow-Up Session

Your organization will receive an additional virtual follow-up session, ordinarily lasting up to 60 minutes, focused on addressing the identified concerns, reinforcing important concepts, or providing additional practical guidance.

HPB will determine the appropriate corrective service in good faith, considering the nature and significance of the problem and the client's feedback. When deficiencies materially affected a substantial portion of the original workshop, HPB will ordinarily provide a replacement workshop rather than an insufficient shorter session.

• Written requests must ordinarily be submitted within 14 calendar days of the original workshop.
• Clients must provide a reasonable explanation and relevant details.
• HPB will review each request fairly and in good faith.
• A confirmed material delivery deficiency qualifies for one appropriate complimentary corrective service.
• The remedy is limited to one replacement workshop or one follow-up session per original purchased workshop.
• Replacement workshops will be delivered by a different, appropriately qualified facilitator.
• Complimentary services are subject to mutually agreed scheduling and facilitator availability.
• Complimentary services are not transferable or redeemable for cash.
• HPB does not guarantee specific financial, operational, employee retention, health, or organizational outcomes.

Our 100% Satisfaction Commitment is not a cash-refund guarantee.

Our preferred approach is to resolve qualifying concerns by providing additional professional services.

Nothing in this commitment limits rights or remedies that cannot legally be excluded.

All HPB workshop purchases are generally final and non-refundable.

This applies to workshops purchased at our standard rate of $5,000, our promotional rate of $2,500, or another agreed purchase price.

By completing a purchase, your organization agrees to the applicable payment terms and authorizes HPB to begin the initial communication and onboarding process.

Purchasing a workshop does not automatically reserve a workshop date or initiate customized presentation preparation.

Full payment is required before HPB confirms a workshop date, assigns facilitators, or begins customized presentation preparation.

If a client decides not to proceed for reasons within its control, such as changing business priorities, budget decisions, staffing changes, or a change of mind, HPB does not ordinarily issue a cash refund.

Depending on the stage of the purchase, the client may qualify for workshop credit or rescheduling under this policy.

Refunds may be issued when:

• Required by applicable law.
• HPB is unable to provide the purchased service and an acceptable alternative cannot reasonably be delivered.
• HPB expressly approves an extraordinary exception.

These exceptions are explained in the relevant sections below.

HPB may offer installment payment arrangements for eligible workshop purchases.

Selecting an installment plan constitutes agreement to the purchase price, payment amounts, and billing schedule disclosed at checkout.

The entire workshop purchase price must be successfully received and cleared before formal workshop scheduling or preparation begins.

Until full payment has been received:

• No workshop date will be reserved, confirmed, or guaranteed.
• No facilitator will be formally assigned.
• No customized presentation preparation will begin.
• Any dates discussed will remain tentative.
• Workshop delivery will not take place.

HPB will begin communicating with clients after their first successful payment.

We may discuss their organizational challenges, desired outcomes, participant group, and general scheduling preferences.

These conversations are intended to provide a personalized customer experience while the payment plan is being completed.

They do not constitute a confirmed reservation or a commitment of facilitator resources.

If a client chooses to cancel an installment plan before the full workshop price has been paid:

1. The client must submit a written cancellation request.
2. HPB will confirm the cancellation and stop future scheduled installment charges under that plan.
3. Amounts already paid will not ordinarily be refunded in cash.
4. The client will receive workshop credit equal to the total amount already paid.
5. The credit will remain valid for 12 months from HPB's written confirmation of cancellation.

This credit may be applied toward a future HPB workshop purchase by the same organization.

Any difference between the available credit and the price of the future workshop must be paid before scheduling or preparation begins.

Future workshop prices apply unless HPB expressly agrees in writing to honor a previous promotional rate.

Workshop credits are not redeemable for cash and are not transferable to another organization without HPB's written approval.

Unused credits expire after 12 months unless an extension is approved or applicable law requires otherwise.

If a scheduled payment fails, HPB may request updated payment information or offer an authorized alternative payment method.

No workshop date will be confirmed while an outstanding balance remains.

Clients may request cancellation of their unfinished payment plan according to the credit arrangement described above.

HPB will not impose undisclosed late-payment or processing fees.

Every HPB customer receives personalized communication following their initial purchase.

Our process occurs in three stages.

Following the first successful payment, HPB will:

• Confirm the purchase and payment status.
• Begin communicating with the purchasing organization.
• Discuss general organizational challenges and goals.
• Explain next steps and the workshop planning process.
• Discuss preferred delivery timeframes without guaranteeing availability.

Formal workshop planning begins only after the entire purchase price has been paid and cleared.

Until then, dates remain unconfirmed, facilitators remain unassigned, and customized presentation preparation does not begin.

After full payment has cleared, HPB will:

1. Confirm the organization's primary challenges and desired outcomes.
2. Finalize the workshop's scope and participant group.
3. Coordinate scheduling and facilitator availability.
4. Select and assign qualified facilitators.
5. Begin customized presentation development.
6. Confirm delivery requirements and technical arrangements.
7. Issue written confirmation of the official workshop date.

A workshop date becomes confirmed only when the purchase has been paid in full and HPB has provided written confirmation of the agreed date.

Clients are encouraged to arrange workshop delivery within 180 calendar days of full payment, unless another timeframe is agreed upon in writing.

HPB will make reasonable efforts to provide suitable scheduling availability. A client's inability to obtain a date solely because HPB cannot provide reasonable availability will be handled under Section 10.

Once a workshop has been fully paid for and its date officially confirmed, the following rescheduling terms apply to client-requested changes.

Advance Notice

Rescheduling Fee

14 or more calendar days

Complimentary for the first request

7 days to fewer than 14 days

$250

48 hours to fewer than 7 days

$500

Fewer than 48 hours

$750, subject to approval

• Each purchased workshop includes one complimentary rescheduling request when at least 14 calendar days' notice is provided.
• Additional requests made at least 14 days in advance are subject to a $250 administrative fee.
• Additional requests made with less than 14 days' notice are subject to the applicable late rescheduling fee listed above, rather than both fees.
• All replacement dates are subject to facilitator availability.
• Applicable fees must be paid before the new date is confirmed.
• Replacement workshops should ordinarily take place within 90 calendar days of the original scheduled date.
• HPB may approve exceptions in writing.

Rescheduling fees are intended to represent reasonable anticipated administrative expenses, committed facilitator time, and scheduling disruptions arising from changes to confirmed reservations.

Fees are not intended to operate as penalties and are subject to applicable law.

HPB may reduce or waive a fee when appropriate, including when the applicable amount would exceed a legally permissible or reasonable charge under the circumstances.

Clients may request a scheduling change by replying to their workshop confirmation email or contacting their assigned HPB representative.

Requests should include:

1. The organization's name.
2. The originally confirmed workshop date.
3. The reason for the requested change.
4. Two or three preferred replacement dates.

All requests must be submitted in writing.

The notice period is measured from when HPB receives the written request until the scheduled workshop start time, using the time zone stated in the workshop confirmation.

Submitting a request does not automatically modify the reservation.

An approved change becomes effective only after HPB issues written confirmation.

HPB recognizes that unforeseen circumstances may prevent an organization from attending a confirmed workshop.

Examples include:

• Serious illness or medical emergencies.
• Natural disasters or severe weather.
• Widespread power or internet outages.
• Government emergencies or restrictions.
• Other events beyond the reasonable control of the affected party.

Clients should notify HPB as soon as reasonably possible.

HPB will evaluate the circumstances in good faith and may:

• Waive or reduce applicable rescheduling fees.
• Approve a new date outside the standard rescheduling window.
• Extend an applicable scheduling deadline.
• Offer another reasonable accommodation.

HPB may request reasonable supporting information when appropriate.

If an organization wishes to cancel a fully paid workshop, it must notify HPB in writing.

If the workshop has been paid in full but no date has been confirmed and no customized preparation has begun, HPB will ordinarily offer a workshop credit equal to the amount paid.

The credit will remain valid for 12 months from written cancellation confirmation.

This credit may be applied toward a future HPB workshop, subject to applicable terms and availability.

Once a date has been confirmed and preparation or facilitator commitments have begun, purchases remain generally non-refundable.

HPB will first offer rescheduling under Section 5 when appropriate.

If the client declines to proceed, payments are ordinarily retained, subject to applicable law and any extraordinary exception approved by HPB.

The client may request consideration of a workshop credit, but approval is not automatic after resources have been committed.

Organizations are responsible for ensuring that their designated participants are available at the confirmed workshop start time.

If participants arrive late, HPB will make reasonable efforts to accommodate them within the scheduled session.

The workshop will ordinarily conclude at its originally scheduled end time.

If the client fails to attend or provide the access necessary for delivery within 15 minutes of the scheduled start time without communicating with HPB, the workshop may be classified as a no-show.

Client no-shows are generally non-refundable.

Any opportunity to rebook after a no-show is subject to HPB approval, facilitator availability, and an applicable fee disclosed before the replacement booking.

Technical difficulties and extraordinary circumstances will be considered under Sections 7 and 11.

HPB is committed to honoring confirmed workshop purchases and providing the services agreed upon with its clients.

If HPB must change a confirmed workshop date due to facilitator illness, scheduling conflicts, technical issues, or other circumstances within its responsibility, we will notify the client as soon as reasonably possible.

Because all workshop dates are confirmed only after payment has been received in full, no additional workshop payment will be required to reschedule a workshop affected by an HPB-initiated change.

HPB will work with the client to identify an appropriate alternative.

Possible arrangements include:

Option A: Complimentary Rescheduling

HPB will make reasonable efforts to offer at least two suitable replacement dates, ordinarily within 90 calendar days of the original workshop date.

The client will not incur an additional rescheduling fee.

Option B: Qualified Replacement Facilitator

When appropriate, HPB may offer a different, suitably qualified facilitator capable of delivering the agreed workshop.

Any material change to the original facilitator arrangement will be communicated to the client for approval.

Option C: Workshop Credit

If an acceptable replacement date cannot immediately be arranged, HPB may offer a credit equal to the value of the undelivered workshop.

This credit will ordinarily remain valid for 12 months from the original scheduled date, unless an extension is agreed upon.

HPB will make reasonable, good-faith efforts to fulfill the original purchase through rescheduling, an approved replacement facilitator, or an agreed service credit.

If HPB cannot provide a reasonably acceptable alternative within a reasonable timeframe, or the purchased service otherwise cannot be delivered as agreed, the client may receive a refund for the undelivered workshop as a last-resort resolution.

A client's decision to decline a reasonable, available alternative for reasons unrelated to HPB's ability to perform does not automatically create a right to a cash refund.

However, the suitability of proposed alternatives and any refund obligations remain subject to the original agreement and applicable law.

HPB will not charge additional fees for scheduling changes initiated by HPB.

HPB workshops are delivered using an agreed virtual meeting platform.

Both HPB and the client are expected to make reasonable preparations to ensure their respective equipment, internet connections, and meeting access are functional.

If significant technical difficulties interrupt the workshop:

• HPB will make reasonable efforts to restore the session.
• If the problem originates with HPB or its delivery platform, HPB will arrange an appropriate continuation or replacement at no additional charge.
• If the problem originates with the client, HPB will evaluate whether the session can continue or whether rescheduling is appropriate.
• If neither party is responsible for a widespread outage or comparable disruption, both parties will work in good faith to arrange a reasonable alternative.

Where a substantial portion of the purchased service cannot be delivered, HPB will prioritize completion through a continuation session or replacement workshop.

If HPB cannot reasonably provide the undelivered service, the refund provisions of Section 10 and applicable law will apply.

Workshop purchases include the services and deliverables specified in the applicable offer or purchase agreement.

Requests that materially expand the original scope may require a revised agreement or an additional fee.

Examples include:

• Increasing workshop duration.
• Adding additional workshops or sessions.
• Materially expanding the agreed participant capacity.
• Requesting extensive new customization after presentation preparation has been completed.
• Changing delivery requirements beyond the original agreed scope.

Any additional charges must be disclosed and approved by the client before additional work begins.

No additional fee will be charged for corrective services expressly provided under the 100% Satisfaction Commitment.

Where workshop credits are offered under this policy:

• The amount and expiration date will be confirmed in writing.
• Credits are ordinarily valid for 12 months from the applicable cancellation confirmation or other date stated in the credit agreement.
• Credits may be used toward eligible HPB workshop services.
• Credits cannot ordinarily be exchanged for cash.
• Credits are not transferable to another organization without HPB's written approval.
• Any price difference between the available credit and a new workshop purchase must be paid before the new workshop can be scheduled.
• A credit does not guarantee a particular workshop date or facilitator.

HPB may extend a credit's validity in writing when appropriate.

Any legally required refund or other non-waivable remedy will take precedence over restrictions on credit redemption.

When HPB approves a refund or a refund is legally required, HPB will initiate the refund to the original payment method whenever reasonably possible.

Approved refunds will ordinarily be initiated within 10 business days of confirmation, unless applicable law requires a shorter period.

The time required for the funds to appear in the customer's account depends on the bank or payment processor.

Complimentary replacement workshops, follow-up sessions, and workshop credits are service remedies and do not constitute cash refunds.

Refunds issued because HPB cannot deliver an agreed workshop will be calculated based on the undelivered service and any applicable legal requirements.

By purchasing an HPB workshop through our website, an authorized payment link, or an HPB representative, the purchasing organization agrees to the terms of this policy, provided the policy was properly disclosed and accepted before purchase.

This policy forms part of the applicable workshop service agreement.

If a separately signed written agreement expressly contains different cancellation, payment, scheduling, or refund terms, those agreed provisions will govern to the extent of any conflict.

Changes to these terms must be confirmed in writing by an authorized HPB representative.

The policy applies to purchases for which its terms were properly disclosed and accepted. It does not automatically replace different terms agreed upon before the effective date.

Nothing in this policy excludes or restricts rights or remedies that cannot legally be waived.

For questions about workshop scheduling, installment payments, cancellations, refunds, rescheduling, workshop credits, or our Satisfaction Commitment, please contact your assigned HPB representative or reply to your purchase confirmation email.

We appreciate the trust you place in High Performance Balance and look forward to creating a meaningful, customized experience for your organization.

High Performance Balance LLC
www.highperformancebalance.com

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