Refund Policy

01 Overview & Our Promise

Northern Star Business Consulting ("NSBC," "We," "Us," or "Our") is committed to delivering products and services that genuinely produce the outcomes we describe. This Refund Policy explains the conditions under which a refund may be requested, how to request one, and how we process it.

This policy is supplemental to, and forms part of, our Terms and Conditions and our Privacy Policy. By making any purchase from NSBC, you confirm that you have read, understood, and agreed to this Refund Policy.

This policy is governed by the laws of the Federal Republic of Nigeria.

02 Digital Products (Store)

Digital Products refers to any downloadable resource purchased from our Store, including templates, workbooks, guides, frameworks, planners, business plan templates, the Brand Identity Workbook, the Marketing Bible, the Finance & Revenue Tracker, the SOP Template, the HR Kit, and similar items.

Because Digital Products are delivered immediately after payment and cannot be physically returned, all sales are generally final once the download link has been accessed or delivered to your registered email.

However, if you believe in good faith that a Digital Product has materially failed to deliver on what was explicitly promised in the product description, you may submit a refund request within seven (7) days of the original purchase date. Your request must include:

• Your full name and the email address used at checkout.
• The payment reference number from your transaction confirmation.
• The exact name of the product purchased.
• A clear, specific explanation of how the product failed to deliver on what was explicitly promised on its product page.

NSBC reviews all eligible refund requests within 48 hours of receipt and reserves the right to request additional information to assess the claim fairly.

03 Consulting Sessions

Consulting Sessions includes one-on-one Revenue Audit Calls (when paid), strategy sessions, advisory calls, and any other paid consulting interaction delivered by NSBC.

Payment for Consulting Sessions is required upfront. To cancel or reschedule a booked session, you must notify NSBC at least 24 hours before the scheduled session time via the contact page.

• Cancelled with more than 24 hours notice: rescheduled at no additional cost OR fully refunded if you do not wish to reschedule.
• Cancelled with less than 24 hours notice, or no-show: the session is forfeited and no refund or rescheduling will be offered.
• Sessions that have already been delivered: not refundable, regardless of the client's satisfaction with the outcome of the session.

If a session does not hold due to an error or unavailability on NSBC's part, we will offer a rescheduled session at no additional cost OR a full refund of the session fee, at the client's preference.

04 Done-With-You & Done-For-You Engagements

Done-With-You and Done-For-You engagements (see Services) are multi-week structured projects with defined deliverables and milestones, governed by an executed engagement agreement signed by both parties.

Refund eligibility for these engagements is governed by the specific terms of your engagement agreement. In the absence of a more specific clause in the agreement:

• Within the first seven (7) days of the engagement start date, and provided no major deliverable has been completed and no asset has been transferred, you may request a partial refund equal to the unused portion of the engagement fee, less a 15% administrative and onboarding fee.
• After the first 7 days, OR once any major deliverable has been completed or transferred to the client, all engagement fees become non-refundable.
• If NSBC is unable to deliver on a milestone in the engagement scope and the failure is solely attributable to NSBC, the client may receive a pro-rata refund for the undelivered milestones, OR an alternative scope of equal value, at the client's preference.

Engagement agreements may include their own specific cancellation terms, in which case those agreement-specific terms supersede this section.

05 Programme Enrolments

Programme Enrolments includes group programmes, accelerators, cohorts, masterminds, multi-session workshops, and any other multi-week structured programme delivered by NSBC.

Clients who wish to cancel their enrolment may submit a refund request within forty-eight (48) hours of their initial payment, provided that:

• No live sessions have been delivered.
• No programme materials have been accessed or downloaded.
• The client has not been added to programme communication channels (Slack, WhatsApp groups, etc.).

Requests submitted within this window will be considered for a full refund at NSBC's discretion. After the 48-hour window, OR once any session has been delivered, OR any programme material has been accessed, OR the client has been added to programme channels, all payments become final and non-refundable.

If NSBC cancels a programme outright, OR is unable to fulfil a programme commitment for reasons attributable to NSBC, enrolled clients will be offered an alternative programme of equal value, a future credit, OR a full refund, at their preference.

06 Bundles, Special Offers & Discounted Items

Bundle purchases (such as the 7-Pack and 12-Pack Operator Bundles in our Store) are sold as a single combined product. Refunds, where eligible under section 02, apply to the bundle as a whole and not to individual items within it. You cannot refund part of a bundle while keeping the rest.

Limited-time promotional offers, launch pricing, and discounted items remain subject to the same refund eligibility rules as the standard product, but the refund amount is the actual price paid (the discounted price), not the original retail price.

07 How to Request a Refund

To submit a refund request, please use the contact page on our website. Your request must include the following information so we can locate the transaction quickly and review fairly:

1. Your full name as it appeared at checkout.
2. The email address you used at checkout.
3. The payment reference number from your transaction confirmation email.
4. The exact name of the product, session, engagement, or programme you are requesting a refund for.
5. The date of purchase.
6. A clear and specific explanation of the reason for the refund request, with reference to the product description, terms, or engagement agreement.

NSBC will acknowledge your request within 24 hours of receipt during business days, and respond with a determination within 48 hours.

08 Refund Processing & Timelines

Approved refunds are processed back to the original payment method used at checkout. NSBC does not issue refunds to alternative bank accounts, cards, or wallets.

• Cards (Visa, Verve, Mastercard): 5 to 10 business days from the date of approval, depending on your bank.
• Bank transfers: 3 to 7 business days from the date of approval.
• Mobile wallets: 1 to 5 business days from the date of approval, depending on the wallet provider.

Bank processing times are outside of NSBC's control. If you have not received an approved refund within the timelines above, please contact your card-issuing bank or wallet provider first, and then reach out to us via the contact page with your refund reference number.

09 When Refunds Will Not Be Issued

NSBC will not issue a refund in any of the following circumstances:

• Change of mind after the refund window has elapsed.
• Decision not to use, implement, or apply a product, framework, or methodology.
• Dissatisfaction with results that depend on the client's own implementation effort, market conditions, business model, or other factors outside of NSBC's control.
• Any outcome expectation that was not explicitly stated in the product description, sales page, or engagement agreement.
• Customer error during purchase, including incorrect email entry, duplicate purchase, or selection of the wrong product.
• Suspected fraud, abuse of the refund policy, or violation of NSBC's Terms and Conditions.
• Refund requests submitted outside the eligible windows defined in sections 02 to 06 above.

10 Disputes & Chargebacks

If you are dissatisfied with a determination on your refund request, please raise a formal dispute via the contact page within 7 days of the determination. Disputes are escalated to a senior team member at NSBC who reviews the case independently. NSBC commits to responding to a formal dispute within 5 business days.

We strongly request that you complete the dispute resolution process described above before initiating a chargeback with your bank or card issuer. Chargebacks initiated without first completing our internal dispute process may result in immediate termination of access to all NSBC products and services, and may be challenged with the payment processor as illegitimate.

Where a chargeback is initiated and the underlying transaction is determined to be valid (per the original product description and these terms), NSBC reserves the right to pursue all reasonable legal remedies to recover the disputed funds plus any associated administrative costs.

11 Changes to This Policy

NSBC reserves the right to update or modify this Refund Policy at any time to reflect changes in our practices or applicable Nigerian law. When changes are made, the updated version will be published on this page with a revised "Last updated" date.

Material changes that affect existing pending refund requests will not be applied retroactively. The version of the Refund Policy in effect at the time of your purchase governs that purchase.

12 Contact Us

For any questions or to submit a refund request, please use the contact page. We will respond within one business day.