Refund and Cancellation Policy
The short version
You have seven days from enrolment to change your mind and get everything back, as long as the programme has not started. After that you are refunded for the hours you have not used, less an administration fee. Once most of the programme has been delivered, it is not refundable.
The detail below is what actually governs, but nothing in it contradicts that summary.
1. The seven-day cooling-off period
For seven calendar days after you pay, you may cancel for any reason and receive a full refund, provided that:
- Your first session has not taken place, and
- Ray has not yet begun preparation on your completed questionnaire.
Simply having received the questionnaire does not affect this. Completing and returning it does not either, until Ray has started work on it — and if you cancel within seven days he will not have.
To cancel, email rayriverstherapy@gmail.com or call the office. The date we receive your request is the date that counts.
2. After the seven days
Once the cooling-off period has passed, or once the programme has started, refunds are calculated on the hours you have not used.
| Programme hours delivered | What you get back |
|---|---|
| None (within 7 days) | The full fee. |
| Up to 50% | The fee for your unused hours, less a $250 administration fee covering questionnaire preparation and scheduling already carried out. |
| More than 50% | No refund. Most of the programme’s value — the assessment, the plan and the core work — is delivered in the first half. |
How an hour is counted
Hours are counted as delivered when they have been spent, which includes:
- Time in joint or individual sessions;
- Ray’s documented preparation on your questionnaire and your action plan;
- Sessions you missed, or cancelled with less than 24 hours’ notice, under section 5 of the Client Services Agreement.
The hourly rate used in the calculation is the programme fee divided by the minimum hours stated for that programme — $300 an hour for Gold, $250 an hour for Platinum.
A worked example
You enrol in Gold ($3,000, minimum 10 hours). Ray spends 2 hours on your questionnaire and you complete 2 joint sessions and 1 individual session, so 5 hours in all. You then decide to stop.
Five of ten hours have been delivered, which is exactly 50%, so you fall in the middle band. Five unused hours at $300 is $1,500, less the $250 administration fee, giving a refund of $1,250.
3. Where Ray ends the programme
If Ray ends the engagement because he judges the programme is not right for your situation, or because he is unable to continue, every unused hour is refunded in full and no administration fee is charged.
If he ends it because of conduct, repeated non-attendance, a request that he take a role in litigation, or non-payment — the grounds in section 11 of the Client Services Agreement — the table above applies as though you had cancelled.
4. Payment plans
Where the fee is being paid in instalments, a refund is calculated on the same basis and then set against what you have actually paid. If the amount due back is less than you have paid so far, the difference is refunded. If the value delivered exceeds what you have paid, the balance remains payable.
5. Unused hours and expiry
Programme hours are available for twelve months from enrolment. Hours not used within that period lapse and are not refundable, unless an extension was agreed in writing.
If something genuinely prevents you from continuing — serious illness, bereavement, deployment, relocation — tell us. Ray will normally pause the twelve months rather than let your hours expire. Ask before the deadline rather than after it.
6. Rescheduling is not cancelling
Moving a session with at least 24 hours’ notice costs nothing and does not count against your hours. This policy only concerns leaving the programme, not moving a date.
7. How to request a refund
- Email rayriverstherapy@gmail.com saying you want to cancel. A phone call alone is not enough — we need it in writing so the date is unambiguous.
- We will confirm within 3 business days, with a statement of hours delivered and the amount due.
- Approved refunds are issued to the original payment method within 10 business days. How quickly it appears then depends on your bank.
If you disagree with the count of hours delivered, say so and we will go through the record with you. Please raise it with us before contacting your bank — a chargeback filed before we have had a chance to resolve it costs both sides time and money.
8. What is not refundable
- Hours already delivered.
- Sessions missed or cancelled with less than 24 hours’ notice.
- The $250 administration fee, once the cooling-off period has passed.
- Digital products bought separately, such as the Jump-Start Kit, which have their own terms at the point of sale.
9. No guarantee of outcome
This policy governs money, not results. As set out in section 9 of the Client Services Agreement, Ray does not guarantee any particular outcome, and dissatisfaction with an outcome is not itself a ground for refund beyond the terms above.
That said, if you think the programme has not been delivered as described, tell us directly. Ray would rather hear it and put it right than have you stay quiet.
10. Your other rights
Nothing in this policy limits any right you have under Maryland or federal consumer protection law that cannot lawfully be limited. [CONFIRM — your attorney should check whether Maryland’s health-club, distance-selling or door-to-door sales statutes impose a longer statutory cancellation period on a prepaid multi-session service of this kind, which would override the seven days above.]