Support

Welcome to Resilient by Design's Support Center! We're here to help you with any questions or issues you may have regarding your orders, payments, and services.

Payment Issues

If you're experiencing problems with a payment, billing, or charge from Resilient by Design, please follow the steps below:

• Verify Payment Details: Ensure that your payment information, including card number, expiration date, and billing address, is accurate.

• Check for Payment Confirmation: You should receive an email confirmation for any completed transactions. If you haven’t received one, check your spam folder or contact us directly for assistance.

• Payment Declined: If your payment is declined, you can retry or use another payment method. If the issue persists, reach out to your payment provider for further clarification.

Refund Policy

At Resilient by Design, we are committed to providing high-quality products and services that deliver tangible value to our customers. However, we understand that circumstances may change, and we want to ensure that you feel confident in your purchase.

Digital Products and Courses

For digital products, such as online courses, programs, and downloadable content, refund requests are accepted within 14 days of purchase under the following conditions:

• Proof of Engagement: To qualify for a refund, you must demonstrate that you have engaged with the material. This includes:

  • Completing a reasonable portion of the assigned lessons or modules.

  • Taking actionable steps as outlined in the course.

  • Providing details about the steps you have taken within the course.

• Non-Refundable: If you have downloaded the full content and have accessed the materials in full, no refund will be issued unless you can demonstrate that you have actively engaged with the course and made reasonable efforts to apply the lessons to your business.

• Refund Request Process: To request a refund, you must:

  • Submit an email to hello@resilientbydesign.ca within 14 days of purchase.

  • Include proof of your participation, such as completed assignments, feedback on the lessons, or screenshots showing your engagement with the course material.

In-Person Events (e.g., Retreats, Conferences, Workshops)

For in-person events, such as our group retreats and workshops, refunds are available under the following conditions:

• 30 Days Prior to Event: A full refund will be issued if the cancellation is made more than 30 days prior to the event start date.

• Less Than 30 Days: No refund will be provided within 30 days of the event start date unless under exceptional circumstances (e.g., medical emergency, documented travel issues). In these cases, we will assess each request on a case-by-case basis.

Exceptions

• Force Majeure: In case of unforeseen events, such as natural disasters or government restrictions, we will offer full refunds or allow for rescheduling of your event.

• Inactivity: If no engagement with the course or event materials has been shown (e.g., no login activity, no course module completion), no refund will be provided after the 14-day window has passed.

How to Request a Refund

To initiate a refund request, please email hello@resilientbydesign.ca with your order details and proof of engagement. Our team will review your request and respond promptly.

Order Inquiries

For any questions about your recent order or service, including order status, delivery, or tracking details, please reach out with the following information:

• Order number

• Email address associated with the order

• Any other relevant details to help us assist you better

Account Support

If you're having trouble accessing your account, resetting your password, or managing your profile, follow these steps:

• Reset Your Password: If you’ve forgotten your password, click on the “Forgot Password” link on the login page and follow the instructions to reset it.

• Account Access Issues: If you’re still having trouble accessing your account, contact us directly at hello@resilientbydesign.ca, and we will help you regain access.

• Account Deactivation: If you wish to deactivate your account or have questions regarding account settings, please get in touch with us at hello@resilientbydesign.ca.

Technical Support

Experiencing technical issues with our website or payment processing? We’re here to help! Contact us with details about:

• Browser or device issues

• Problems accessing courses or content

• Errors with Stripe payments or subscriptions

If you're unsure what the issue might be, don't worry! Our team will troubleshoot with you to identify and resolve the problem as quickly as possible.

Stripe Support

As a payment processor, Stripe handles many aspects of our transactions, including credit card payments and subscription billing. If you need specific support related to Stripe (e.g., chargeback disputes, failed payments), you can visit Stripe's Support Center directly:

• Stripe Support

How to Contact Us

For any general inquiries, support requests, or to report issues, please contact us at hello@resilientbydesign.ca.

• Email: hello@resilientbydesign.ca

• Phone: (Insert your customer service phone number here, if available)

• Business Hours: Monday to Friday, 9 AM - 5 PM PST

We’ll respond as quickly as possible to assist with your inquiry. We’re here to ensure your experience is smooth and efficient.

Customer Feedback

We value your feedback! If you have suggestions on how we can improve our support experience, feel free to reach out. Your opinion helps us provide better service.