Overview
High Conflict Institute, LLC ("HCI") reviews each refund request individually and on a case-by-case basis. We do not operate under a fixed refund window. We aim to be fair, consistent, and responsive — and to make reasonable accommodations when circumstances warrant it.
This policy applies to all products and services purchased directly from HCI, including on-demand courses, livestream cohorts, certifications, consultations, books, and other digital and physical materials, except where superseded by a separate written contract (see "Custom training engagements and contracted services" below).
How to request a refund
To request a refund, please email info@highconflictinstitute.com with the subject line "Refund Request". Please include:
- Your full name and the email address used at the time of purchase.
- The product or service you are requesting a refund for.
- The approximate date of purchase, and order or transaction reference number if available.
- A brief description of why you are requesting the refund.
We aim to respond to refund requests within ten (10) business days of receipt.
Case-by-case evaluation
Refunds are not automatic. Each request is evaluated by HCI, in its sole discretion, taking into account factors that may include but are not limited to:
- The product or service purchased and how it is delivered (e.g., self-paced versus livestream).
- How much of the content or program has been accessed, attended, or completed at the time of the request.
- The reason for the request and any extenuating circumstances.
- The time elapsed between purchase and the refund request.
- Any prior history of access, completion, or refund requests on your account.
HCI reserves the right to grant a full refund, a partial refund, course credit, or to decline the request, in each case at its sole discretion. Decisions are made in good faith based on the facts of each individual request.
Refund processing fee
When a refund is granted, HCI may, at its sole discretion, deduct a refund processing fee from the amount refunded. This fee is intended to cover administrative and payment-processor costs associated with reversing the original transaction. The amount of any processing fee is determined by HCI and is disclosed to you in writing as part of the refund decision before the refund is issued.
Livestream cohorts, live cohorts, and certifications
For programs with a live component, no-shows and partial attendance are evaluated case-by-case. As a general guideline, refund requests received before the first scheduled live session are more likely to be granted in full than requests received after live sessions have begun. Once you have attended one or more live sessions or accessed a substantial portion of the program materials, full refunds are unlikely to be granted, though partial refunds or course credit may be considered.
Cohort transfers. In place of a refund, you may request to transfer your enrollment to a future cohort of the same program. Transfers are granted at HCI's discretion, subject to seat availability in the receiving cohort, and may be offered as an alternative when a refund is not granted. Transfer requests should be sent to info@highconflictinstitute.com following the same process described under "How to request a refund" above, with the subject line "Cohort Transfer Request".
Books and physical materials
Refund requests for physical books and printed materials are evaluated separately from any digital course they may accompany. Once shipped, the cost of physical materials may be deducted from any refund granted for an associated course or bundle.
Custom training engagements and contracted services
Custom training engagements, corporate partnerships, keynotes and speaking engagements, private cohorts, and any other services delivered under a separate written agreement are governed by the cancellation and refund terms set out in that agreement. Where there is a conflict between this policy and a signed contract, the contract takes precedence.
Chargebacks and payment disputes
If you believe you are entitled to a refund, we ask that you contact HCI first using the process described above. This gives us the opportunity to investigate and resolve the situation directly with you, which is typically faster than the chargeback process and avoids fees that are difficult or impossible to reverse.
Initiating a credit card chargeback or payment dispute without first contacting HCI may forfeit your eligibility for a refund under this policy. HCI reserves the right to dispute chargebacks that have been filed without prior contact and to suspend access to courses, materials, or any other HCI services for accounts associated with a disputed transaction while the matter is resolved.
How refunds are issued
Approved refunds are issued to the original payment method used at the time of purchase, in U.S. dollars. Where the original payment method is no longer available, HCI may issue the refund by an alternative method at its discretion. Depending on your payment provider, refunds may take five to fifteen (5–15) business days to appear on your statement.
Changes to this policy
HCI may update this policy from time to time. Any changes will be posted on this page with an updated "Effective date." Changes will apply only to purchases made on or after the new effective date; purchases made before that date will be governed by the version of the policy in effect at the time of purchase.
Questions
Questions about this policy can be sent to info@highconflictinstitute.com.