Return Policy
Change Decoded, LLC
Effective Date: March 7, 2026 | Last Updated: April 22, 2026
ALL SALES ARE GENERALLY FINAL. FOR DIGITAL PRODUCTS, SALES ARE FINAL UPON ELECTRONIC DELIVERY AND ACCESS. FOR PHYSICAL PRODUCTS, SALES ARE FINAL UPON SHIPMENT EXCEPT AS PROVIDED BELOW. PLEASE READ THIS POLICY CAREFULLY BEFORE COMPLETING YOUR PURCHASE.
This Refund Policy applies to all purchases of Products — both Physical Products and Digital Products —made through www.change-decoded.com, operated by Change Decoded, LLC ("Company," "We," "Us," or " Our"). This Policy is incorporated into and forms part of Our Terms of Purchase. By completing a purchase, You agree to this Refund Policy.
Definitions
The following terms have the meanings set forth below when used in this Refund Policy:
"Company" (referred to as "we," "us," or "our") means Change Decoded, LLC, a limited liability company organized under the laws of the State of South Dakota.
"Course" (also referred to as "Program") means the structured educational programs offered by the Company through the Site, including but not limited to under the name Beyond Change Management: Orchestrating Transformation, which provide participants with access to instructional content, materials, and resources related to the Company's Framework and organizational change methodology.
"Defective Product" means a Digital Product or Course file that cannot be opened, is missing content that was represented as part of the product at the time of purchase, or is otherwise materially different from what was described in the product listing. Subjective dissatisfaction with the content, format, approach, or results of a product does not constitute a defect and does not give rise to a refund under this Refund Policy.
"Digital Products" means the downloadable digital goods available for purchase through the Site, including but not limited to the Beyond Change Management: Orchestrating Transformation Course/Program, the Movement Health Check Guides, and the Health Check Reflection Guides, as listed on the Site from time to time. Digital Products are licensed, not sold.
"Non-Delivery" means the failure of a Digital Product or Course to be received by You through the delivery mechanism described in our Terms of Purchase, where such failure is not attributable to factors within Your control, including an incorrect email address, full inbox, spam filtering, or incompatible device or software, and where the Company has been unable to successfully re-deliver the product within the re-delivery timeframe following reasonable troubleshooting efforts.
"Order Confirmation" means the electronic confirmation issued by the Company upon successful payment confirming that your purchase has been processed and Your Digital Product or Course will be delivered or shipped, as applicable.
"Physical Products" means the physical goods available for purchase through the Site that are shipped to customers, including but not limited to the Transformation Harmony Framework Workbook (printed), the Track Builder Workbook (printed), and the Transformation Foundations Gift Bundle, as listed on the Site from time to time. Physical Products are sold, not licensed; however, the intellectual property embodied in Physical Products remains the exclusive property of Change Decoded, LLC and is protected by copyright regardless of format.
"Products" means all Physical Products and Digital Products offered for sale through the Site, collectively.
"Refund Policy" means this document, which governs refund eligibility and process for all purchases made through the Site and which constitutes the controlling document on refund matters in the event of any conflict with the Terms of Purchase or Terms of Use.
"Site" means the website located at www.change-decoded.com operated by the Company.
"Stripe" means Stripe, Inc., the third-party payment processor used by the Company to process all purchases made through the Site and through which all approved refunds are processed.
"Terms of Purchase" means the Company's Terms of Purchase for Digital Products and Downloads, available at www.change-decoded.com/terms-of-purchase, which govern all purchase and transaction matters other than refund eligibility and process.
"Terms of Use" means the Company's Terms of Use, available at www.change-decoded.com/terms-of-use, which govern your use of the Site generally.
"You" means the individual who completed a purchase through the Site, or the company or other legal entity on behalf of which such individual completed a purchase, as applicable. "Your" has a corresponding meaning.
1. Digital and Physical Products— General Policy
Our Products consist of both Digital Products and Physical Products. Because Digital Products are delivered electronically and become immediately accessible upon purchase, all Digital Product sales are final upon delivery and We are generally unable to offer refunds based on change of mind, dissatisfaction with content, or failure to use the Product after delivery. We encourage You to review all available Product descriptions and previews before purchasing.
Physical Products are physical goods shipped to You; refund eligibility for Physical Products is addressed in Section 2C below.
Refunds for Digital Products and Courses are available only in the circumstances described in Sections 2A and 2B below. Refunds or returns for Physical Products are addressed in Section 2C.
2. Circumstances Eligible for Refund
A. Defective Digital Product
If the Digital Product You received is corrupted, incomplete, or otherwise non-functional and We are unable to provide a working replacement within the re-delivery timeframe described in Section 3, You are entitled to a full refund of the purchase price of the affected product.
Before a refund will be issued on the basis of a defective Digital Product, We reserve the right to require You to provide reasonable documentation of the defect, including but not limited to a screenshot or screen recording demonstrating the error, the device and software You are using to access the file, and a description of the steps You took to open or access the product. We further reserve the right to inspect the reported issue, attempt to reproduce the defect, and offer a replacement or alternative file format before processing a refund. A refund will not be issued where the inability to access a product is attributable to Your device, software, internet connection, or failure to meet system requirements rather than a defect in the product itself.
B. Non-Delivery — Digital Products
If You did not receive Your Digital Product or Course and We are unable to successfully re-deliver it within the re-delivery timeframe described in Section 3 despite reasonable troubleshooting efforts, You are entitled to a full refund of the purchase price of the undelivered product.
Before requesting a refund for non-delivery, You must: (a) confirm that the email address or account credentials You provided at checkout are accurate; (b) check Your spam, junk, and promotions folders; (c) confirm that Your inbox is not full or subject to filtering rules that may have blocked delivery; and (d) contact Us to allow Us the opportunity to re-deliver or investigate the delivery failure. We reserve the right to request confirmation of the steps You have taken to locate the product before issuing a refund, and to make at least one re-delivery attempt before a refund is processed. Non-delivery will not be deemed to have occurred where delivery was made to the email address or account provided at checkout and the failure to receive the product is attributable to factors within Your control.
C. Physical Product — Damaged on Arrival
If Your Physical Product arrives visibly damaged or with missing contents, You may request a replacement or refund of the purchase price of the affected product. To be eligible, You must: (a) contact Us at support@change-decoded.com within fourteen (14) days of the date of delivery; (b) retain all original packaging; and (c) provide photographs clearly documenting the damage or missing contents. We reserve the right to require documentation before approving a replacement or refund. Where a replacement is available, We will offer a replacement before processing a refund. Damage caused after delivery or resulting from misuse does not qualify under this provision.
D. Physical Product — Non-Delivery
If Your Physical Product has not been delivered within the expected delivery timeframe and carrier tracking, where available, does not confirm delivery, You may request a replacement or refund of the purchase price of the undelivered product. To be eligible, You must: (a) confirm that the shipping address You provided at checkout was accurate and complete; (b) check with neighbors, building management, or any other individuals who may have received the package on Your behalf; (c) check with the carrier directly using any tracking information provided; and (d) contact Us at support@change-decoded.com to allow Us the opportunity to investigate and file a carrier claim where appropriate. Non-delivery will not be deemed to have occurred where carrier tracking confirms delivery to the address provided at checkout and the failure to receive the product is attributable to factors within Your control. We are not responsible for packages confirmed as delivered by the carrier.
E. Physical Product Returns
We accept returns of Physical Products within fourteen (14) days of the date of delivery, subject to the following conditions:
The product must be unused and in its original condition. Products that have been written in, marked, or otherwise used are not eligible for return.
Return shipping costs are the responsibility of the customer. We do not provide prepaid return labels except in cases of damage or mis-shipment attributable to Us.
To initiate a return, You must contact Us at support@change-decoded.com within fourteen (14) days of delivery with Your order confirmation number and reason for return. We will provide return shipping instructions upon approval. We reserve the right to decline a return if the product is not in eligible condition upon Our receipt and inspection.
Upon receipt and inspection of the returned product, You may request either a full refund of the purchase price or an exchange for another available Physical Product of equal value. Exchanges are subject to product availability. If the requested exchange item is unavailable, a refund will be processed instead.
Refunds for approved returns will be processed within ten (10) business days of Our receipt and inspection of the returned product.
Return shipping costs are non-refundable.
3. Re-Delivery and Replacement Process
A. Digital Products
If You experience a delivery issue or receive a defective Digital Product, please contact Us at support@change-decoded.com promptly. We will make reasonable efforts to troubleshoot and re-deliver Your product within three (3) business days of receiving Your report. If We are unable to successfully re-deliver a functioning product within that timeframe, We will process a refund in accordance with Section 4.
B. Physical Products
If Your Physical Product arrives damaged or is not delivered, please contact Us at support@change-decoded.com promptly and in any event within the timeframes described in Section 2C and 2D above. We will make reasonable efforts to investigate the issue and, where a replacement is available, ship a replacement within five (5) to seven (7) business days of confirming eligibility. If a replacement is not available or cannot be shipped within a reasonable timeframe, We will process a refund in accordance with Section 4. We reserve the right to require documentation, including photographs and carrier correspondence, before processing a replacement or refund for a Physical Product.
4. Course or Program — Cancellation Policy
If You have purchased a Course or program and have not yet accessed any Course materials, You may request a full refund by contacting Us at support@change-decoded.com 48 hours before the program start date, provided You have not accessed any Course content.
Once You have accessed Course materials, or the program start date has passed, whichever is earlier, no refund will be issued regardless of whether You have completed the program.
Access to the Course/Program is limited to ninety (90) days from the date of purchase. This access period begins upon purchase and is not paused or extended regardless of when You first access the materials. The 90-day access period is non-renewable and non-transferable.
5. No Satisfaction Guarantee; No Guarantee of Results
We do not offer a satisfaction guarantee, money-back guarantee, or guarantee of any specific outcome or result from the use of any Product, whether a Physical Product, Digital Product, or Course. By completing a purchase, You acknowledge and agree that:
Our Products — including Physical Products, Digital Products, and Courses — are educational and reflective tools designed to support Your own thinking and professional development. They are not professional consulting services, and the Company does not assess, analyze, or provide tailored advice with respect to Your specific organizational circumstances, challenges, or goals.
Results from using any Product and/or Course will vary based on individual circumstances, organizational context, leadership engagement, team readiness, implementation quality, and a wide range of other factors that are entirely outside the Company's control. The Company makes no representations, warranties, or guarantees — express or implied — that use of any Product and/or Course will produce any particular professional, organizational, or business outcome.
The effectiveness of any framework, methodology, or educational tool depends on how it is applied, the commitment of the individuals using it, and conditions that the Company cannot evaluate, predict, or control through the sale of a Product and/or Course.
Dissatisfaction with the content, approach, format, or results of a Product and/or Course does not constitute a defect and does not entitle You to a refund under this Policy or our Refund Policy. Purchasing a Product and/or Course with the expectation of a specific outcome You do not achieve does not give rise to a claim for refund, chargeback, or any other remedy against the Company.
Any testimonials, case examples, success stories, or descriptions of outcomes referenced on the Site or in our marketing materials reflect individual experiences and are not a guarantee, promise, or representation that You or any other purchaser will achieve similar results. Individual results will differ.
The absence of a satisfaction guarantee does not affect Your rights under Sections 2 and 3 of this Policy with respect to a product that is genuinely defective or was not delivered. Those rights remain available to You as described.
6. How to Request a Refund
To request a refund, contact Us at support@change-decoded.com within ten (10) business days of Your purchase date. Your request must include:
Your full name and the email address used at checkout
Your order confirmation number
A description of the issue (defective product or non-delivery)
Any supporting information, such as a screenshot of an error message or confirmation that You did not receive a delivery email
We reserve the right to request additional information and to attempt re-delivery before approving a refund. Refund requests that do not meet the criteria in Section 2 will not be approved.
7. Refund Processing
Approved refunds will be processed to the original payment method used at checkout within ten (10) business days of approval. Refunds are processed through Stripe. Actual timing of the credit appearing in Your account may vary depending on Your bank or card issuer, and We are not responsible for delays caused by Your financial institution.
Refunds will be issued for the purchase price of the affected product only. We do not refund any transaction fees charged by Your bank or payment provider, if applicable.
8. Chargebacks
If You have a concern about a charge, please contact Us at support@change-decoded.com before initiating a chargeback or payment dispute with Your bank, credit card issuer, or payment provider. We are committed to resolving legitimate issues promptly, and contacting Us directly is the fastest path to resolution.
Because Our Digital Products are delivered electronically and become immediately accessible upon completion of Your purchase, all Digital Product sales are final upon delivery. Physical Product sales are final upon shipment. We are unable to accept returns or issue refunds on the basis of change of mind, dissatisfaction with content, or failure to use a product after it has been delivered, accessed, or shipped. Refunds are available only in the limited circumstances described in Section 2 of this Policy.
If You initiate a chargeback in circumstances where a refund would not be available under this Policy — including chargebacks based on change of mind, dissatisfaction with content, or failure to use a product after delivery — We reserve the right to dispute the chargeback and provide Your financial institution with documentation of Your purchase and Our delivery, suspend or terminate Your access to any products or Your account, and pursue any other remedies available to Us under applicable law.
You acknowledge that initiating a chargeback in circumstances not permitted under this Policy may constitute a breach of Our Terms of Purchase and may result in the consequences described above. In addition to any other remedies available to us, if You initiate a chargeback that is determined to be invalid, unauthorized, or in bad faith, You agree to pay a chargeback penalty fee of $35.00 per chargeback incident. This fee is intended to compensate Us for the administrative costs, processing fees, and other expenses associated with disputing the chargeback and is immediately due and payable upon demand.
9. Limitation of Liability
To the fullest extent permitted by applicable law, the Company's total liability in connection with any refund claim or dispute arising under this Policy shall not exceed the purchase price paid for the specific product that is the subject of the claim. The Company shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or in connection with any purchase, product delivery, or refund determination made under this Policy, even if advised of the possibility of such damages.
10. Governing Law and Dispute Resolution
This Refund Policy is governed by and construed in accordance with the laws of the State of South Dakota. Any disputes arising out of or relating to this Policy, a refund request, or any related purchase shall first be submitted to informal resolution by contacting Us at support@change-decoded.com with a written description of the dispute. If informal resolution is unsuccessful within thirty (30) days, the dispute shall be resolved in accordance with the dispute resolution provisions set forth in Our Terms of Use, including the mediation process and class action waiver, all of which are incorporated herein by reference. Either party may bring an individual claim in small claims court in the state or federal courts of South Dakota if the claim qualifies for small claims jurisdiction.
11. No Waiver
Our failure to enforce any provision of this Policy shall not constitute a waiver of Our right to enforce that provision in the future. Any waiver must be in writing to be effective.
12. Force Majeure
The Company shall not be liable for any failure or delay in re-delivery, refund processing, or any other obligation under this Policy to the extent caused by circumstances beyond the Company's reasonable control. In the event of a force majeure event, timelines stated in this Policy shall be suspended for the duration of the event.
13. Changes to This Policy
We reserve the right to modify this Refund Policy at any time by posting an updated version on the Site. Changes will not affect purchases completed before the updated Policy is posted. We encourage You to review this Policy before making a purchase.
14. Severability
If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15. Contact Us
For refund requests or questions about this Policy, please contact Us at:
Change Decoded, LLC