Refund, revision and cancellation policy

Effective date: 10 October 2026. Version 0.4.

This policy explains what happens if you change your mind, if something is wrong with your artefact, or if you are unhappy with what you received. It forms part of our Terms of sale.

We have tried to write it the way we would want it written if we were buying.

1. The short version

Situation	What you get
You cancel a focused or comprehensive build before submitting your intake	Full refund
We miss the delivery promise and then miss the firm time we give you	Full refund
We cannot deliver at all	Full refund
Your name, birth date or type is wrong	We correct it and rebuild the affected part, free
Something in your artefact is factually wrong or does not reflect what you told us	We correct it and rebuild the affected part, free
The artefact is not what we described	Talk to us. See clause 5
You have received your artefact and simply changed your mind	No refund. See clause 4
You bought a coaching session online and cancel within seven days of paying, before the session has taken place	Full refund. See clause 6
You cancel a coaching session after the seven days, more than 24 hours before it starts	Refund less a 20% administrative fee, or move it to a new date at no charge. See clause 6
Your coaching session has been held, or you cancel inside 24 hours, or you do not attend	No refund. See clause 6
A guardian asks for a refund on behalf of a child under 18	Full refund of a build. If the refund is for a coaching session, the coaching rows above decide it, so a session already held is not refunded. Whether or not a refund is due, the guardian may ask us to delete the child’s records, and we delete everything that’s the child’s: their intake answers, their Eigenprint results, their artefact, any working files, and any emails carrying the child’s details, including copies held outside our systems. We keep the guardian’s own order, payment and consent records, because the guardian is the buyer and the law requires those to survive. We close the login and lock what we keep, so it is used for nothing beyond proving the refund and the consent

2. Before you submit your intake

You may cancel a focused build or a comprehensive build at any point before you submit the intake form, for a full refund, no questions asked.

Email support@quantumthrivehub.com from the address you used to buy. We refund to the original payment method within five business days of confirming the cancellation, though your bank may take longer to show it.

Nothing has been built at this stage, so nothing has been lost.

3. The free revision

If something in your artefact is factually wrong, or does not reflect what you told us, we will correct it and rebuild the affected part at no charge.

This covers:

• Your name, spelling included.

• Your date of birth, and anything calculated from it, including your Eigenprint Path and Eigenprint Sky.

• Your Eigenprint Type, and anything built on it.

• A passage that misreads or misstates what you actually wrote in your career answers.

• An error of fact, a broken link, or a reference that does not support what it is cited for.

How to ask. Email support@quantumthrivehub.com within 14 days of delivery. Tell us what is wrong and, where you can, quote the passage. We acknowledge within two business days and deliver the corrected version within a further five business days.

What it does not cover. A rewrite because you would have preferred a different conclusion. Our artefacts are calibrated to be honest rather than flattering, and a passage you did not enjoy reading is not necessarily a passage that is wrong. If you think we have got you wrong, say so and tell us why. We would rather look at it than argue about it, and if you are right we will fix it.

4. After delivery

The Career Identity Artefact, in either build, is not refundable once it has been delivered to you, except as set out in this policy and except where the law gives you a right we cannot exclude.

Here is why, stated plainly rather than buried.

Your artefact is a digital product made to your specification and clearly personalised to you. It is built from your date of birth, your type and your own written answers, and it cannot be resold, restocked or unmade. Section 42 of the Electronic Communications and Transactions Act 25 of 2002 excludes goods that are made to a consumer’s specification, and goods that are clearly personalised, from the seven-day cooling-off right in section 44.

That is the legal position. The commercial position is that we would rather fix a problem than end a relationship, which is why clause 3 exists and why it is generous.

If you are under 18. Under our guardian policy, a parent or guardian creates the account and pays, and you complete the intake. If your guardian asks for a refund, we delete your intake answers, your Eigenprint results, your artefact, any working files connected to them, and any emails carrying your details, including copies held outside our systems. We keep your guardian’s order, payment and consent records, because they are the buyer’s own records and the law requires us to hold them. We close the login and lock the records we keep, so they are used for nothing beyond proving the refund and the consent.

If you created an account and bought without a guardian’s knowledge, in breach of these terms, we will refund you in full, delete everything you gave us, and close the account. We keep only the payment reference and the amount, because tax law requires it.

5. Rights that survive regardless

Nothing in this policy takes away a right you have under the law and cannot contract out of. In particular, under the Consumer Protection Act 68 of 2008 you are entitled to services performed with reasonable care, skill and diligence, and to a product that matches how it was described.

So, in addition to everything above:

• If what you received is materially not what we described, tell us. Where we agree, we will correct it, or refund you, and we will not hide behind clause 4 to avoid a fair outcome.

• If you believe we have failed to perform with reasonable care and skill, raise it under clause 7 and we will deal with it on its merits.

• If you are a consumer in the United Kingdom or the European Union, your local consumer law may give you additional rights, including rights relating to digital content. This policy does not reduce them.

• If you are a consumer in the United States, Canada or Australia, the consumer protection law of your state, province or territory may give you rights in addition to this policy. This policy does not reduce them, and nothing in it should be read as an attempt to waive a right you hold under the law where you live.

We would rather write that down than have you discover it in a dispute.

6. Cancelling a coaching session

Service

Cancellation

Coaching session

If you bought it online, you may cancel within seven days of paying, for a full refund. That right falls away once the session has taken place within those seven days at your request. After the seven days, if you cancel more than 24 hours before the session starts, we refund what you paid for it less a 20% administrative fee. You may instead move it to a new date at no charge. Inside 24 hours, or if you do not attend, the session is forfeited. A session already held is not refunded. If we cancel, you choose a new date or a full refund.

7. If you are unhappy

Step one. Tell us. Email support@quantumthrivehub.com. Say what happened and what you would like us to do. We acknowledge within two business days and respond substantively within 15 business days. Most things end here.

Step two. Escalate. If our answer does not satisfy you, reply and ask for a second look. Robert Russell, as the owner, reviews the matter again himself and answers within a further 15 business days.

Step three. Take it further. If it is still unresolved you may refer the matter to:

• The National Consumer Commission. Website: thencc.org.za

• The Consumer Goods and Services Ombud. Website: cgso.org.za

• A court of competent jurisdiction.

• The Information Regulator, if your complaint is about how we handled your personal information. Contact details are in our Privacy notice.

You are entitled to go to any of these at any time. Nothing in this policy requires you to exhaust our internal process first.

8. How refunds are paid

Refunds go back to the original payment method, in the original currency of the charge, which is South African rand. We do not refund by other routes and we do not pay refunds to third parties.

Where a refund is made, we refund the full amount you paid us. Where your bank applied a foreign exchange or transaction fee, that fee is between you and your bank and we cannot recover it for you.

Refunds are processed within five business days of us confirming them. Banks typically take a further three to ten business days.

9. Chargebacks

If something has gone wrong, please contact us before you contact your bank. A chargeback takes weeks, costs both of us money, and cannot fix a typo in your name, which we could correct the same day.

10. Revision history

Version	Date	Change	Approved by
0.1	31 July 2026	First draft for review. Not published	Pending
0.2	25 September 2026	Supplier details filled for a sole proprietor, retention and refund rulings applied, Path and Sky described by how they work	Robert Russell
0.3	1 October 2026	Rewritten for the three launch products. Walkthrough session and staged comprehensive rows removed, both builds cancel the same way, coaching cooling-off right added. A parent or guardian who bought a coaching session is refunded under the coaching rows. A coaching session cancelled after the seven days, more than 24 hours ahead, is refunded less a 20% administrative fee	Robert Russell, 8 October 2026
0.4	11 October 2026	The note for version 0.3 says what changed for you, without our internal references. The terms of sale are called by their page heading	Robert Russell, 15 October 2026