This policy explains how you can cancel a booking with the Institute of Behavioural Strategy & Leadership (“IBSL”), the refunds that apply and how refunds are paid. It forms part of our Terms and Conditions and applies to open programmes such as the CESI credential, open masterclasses and AI capability programmes. It does not affect your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
1. Cooling-off period for online bookings
If you book and pay online, you may cancel within 7 days of payment, without giving a reason and without penalty, and receive a full refund. This right does not apply once the programme, or your access to its materials, has started with your agreement within those 7 days.
2. Cancelling an open programme booking
After the cooling-off period, the following applies, based on when we receive your written cancellation:
- More than 30 days before the programme starts: a full refund, less an administration fee of 10% of the fees paid.
- 15 to 30 days before the programme starts: a refund of 50% of the fees paid.
- 14 days or fewer before the programme starts, after it has started, or if you do not attend: no refund. You may still transfer or substitute your place, as set out below.
No cancellation fee applies if you cannot attend because of the death or hospitalisation of the person booked to attend. We may ask for reasonable supporting documentation.
3. Transfers and substitutions
- Transfer: you may transfer your place once, free of charge, to the next available cohort or session of the same programme if you ask at least 7 days before the programme starts. Fees paid for a transferred place are not refundable afterwards.
- Substitution: you may send a colleague in your place at no charge at any time before the programme starts. For the CESI credential, the substitute must meet the programme’s entry requirements.
4. Programmes delivered for an organisation
Retreats, in-house programmes and other engagements delivered for a specific organisation are governed by the cancellation terms in the signed proposal or agreement. Where that document is silent, fees for work already performed and costs we cannot recover, such as venue bookings, remain payable.
5. If IBSL cancels or postpones
If we cancel or postpone a programme, or change it materially, you may choose either a full refund of the fees you paid or a transfer to a later date at no extra cost. We are not responsible for travel, accommodation or other costs you have incurred, so we recommend booking these on refundable terms.
6. How to cancel
Email your cancellation to projects@ibsleadership.com with your full name, the programme and cohort, and your payment reference. Your cancellation takes effect on the date we receive it, and we will acknowledge it within 2 business days.
7. How refunds are paid
- Card and other online payments made through Payfast are refunded to the same card or payment method you used.
- EFT payments are refunded to the bank account the payment came from, once we have confirmed the account details with you.
- We process approved refunds within 10 business days, and in any event within 30 days of receiving your cancellation. Your bank or card issuer may take a few further days to show the refund on your statement.
- Refunds are paid in South African Rand (ZAR). We are not responsible for exchange-rate differences or charges levied by your own bank.
8. Questions and disputes
If you have a question about a payment or a refund, please contact us before raising a dispute or chargeback with your bank, so that we can resolve it quickly. Email projects@ibsleadership.com