Terms and refund policy

A bespoke workshop design, delivered as a PDF document. It contains the design rationale, a minute-by-minute agenda, facilitator scripts, contingency branching, a one-page control sheet, and materials and room setup guidance.

This is design work only. We do not attend or facilitate your session. Facilitation is a separate engagement and is quoted separately.

The 48-hour clock starts when your intake call ends, not when you pay. The call is the input for the work, so the work cannot begin before it.

If we are waiting on information from you, the deadline moves by the length of the wait. We will tell you at the time rather than afterwards.

If we are going to miss a deadline for any reason of our own, we will tell you before it passes and name the new time.

One revision is included in every tier. Send your changes and we rework the plan. Additional revisions are $150 each.

A significant change of scope is different from a revision. If the session length, group size, format, or core objective changes materially after the design is complete, that is re-quoted and the turnaround clock resets. We will say so before doing any work, not after.

Before the intake call, a full refund on request, for any reason, with no questions asked. Nothing has been produced yet.

After the intake call and before delivery, a 50 percent refund. Diagnostic work has been done and cannot be returned.

After delivery, no refund, because the document is yours and cannot be given back. What we do instead is fix it. If the runbook does not match what you described on the call, tell us what is wrong and we will rework it until it does, at no charge and outside the one included revision. This commitment is not time-limited and it is not conditional on you having run the session yet.

To request a refund, email the address below with your order reference. Refunds are issued to the original payment method within five business days.

We may decline or require an upgrade to the High-Stakes tier for work involving legal exposure, live disciplinary or redundancy processes, or a session whose outcome has already been decided and requires a process to legitimize it.

If we decline after you have paid, you receive a full refund regardless of where we are in the process.

What you tell us is used to design your session and for nothing else. We do not use your situation as a case study, a marketing example, or a sample, and no client names appear on this site or in any material we publish.

The sample runbook published here is a fictional composite and is not a client engagement.

You own the delivered document and everything in it. You may adapt it, share it internally, and reuse it however you wish.

We take a maximum of two orders at a time, because the quality of the work depends on it. When both slots are full, the site says so and offers a queue rather than taking your money and delaying.

We design the session. You run it. Outcomes in a room full of people depend on many things outside a document, and we do not warrant a particular result. Our liability in any circumstance is limited to the amount you paid.