Cancellation & refunds

Last updated October 28, 2026.

This policy explains cancellation, rescheduling, credit and refund rules for purchases from Hand N Hand Consulting, LLC (“HNH,” “we,” “us”). Read the rule for your particular service before purchasing. The price, delivery format, course requirements and any specific terms disclosed when you purchase form part of your order.

These terms apply to purchases made under this version of the policy. A later revision does not retroactively reduce rights attached to an earlier purchase. Separate signed professional-service agreements govern the engagements they cover. Earlier purchases from our original website remain subject to their original terms, reproduced below.

The ordinary customer-cancellation restrictions below do not override the remedies described under “When HNH cancels or cannot deliver” or any right that applicable law does not allow us to exclude. A refund and wallet credit are different remedies; you cannot receive both for the same amount.

This section covers standard scheduled training. Hybrid training has its own rules in the next section. Eligibility also depends on whether the registration has started, been used, been rescheduled or been paid for with restricted credit.

Cancelling for a refund

Cancel an eligible paid Zoom or in-person registration at least 72 hours before the class start time to receive a refund of the eligible payment. The cutoff is measured from the start time and time zone shown in the class details, not from the calendar date alone. Card payments return to the original card; Klarna payments are refunded as described under Paying with Klarna; eligible wallet payments return to the same account.

Amounts previously paid with cancellation credit are excluded from an ordinary customer-cancellation refund. An already rescheduled registration is also excluded. Within the final 72 hours, the one-time reschedule or cancellation-credit option may still be available if requested before the class starts.

One reschedule

You may reschedule once to a later available date or time for the exact same training and delivery format, with the request made before the original class starts, including within its final 72 hours. A transfer to another training or delivery format is not allowed. A later course-price increase or decrease does not change your original payment. After that reschedule, the registration cannot be rescheduled again, refunded or converted to wallet credit under the ordinary customer-cancellation rules.

Cancellation credit

Before the class starts, an eligible registration may instead be cancelled for wallet credit once. A registration that has already been rescheduled is not eligible. Cancellation credit can be spent on eligible purchases, but spending it does not create a fresh right to cancel for another refund or credit.

Mixed payments

If a registration is partly paid with previous cancellation credit and partly with a new card payment, the new card payment is eligible for a refund at least 72 hours before class or cancellation credit before class starts, unless the registration has already been rescheduled. The previously used cancellation-credit portion is not returned for an ordinary customer cancellation. Other funding types retain their own restrictions.

Attendee changes

An authorized company administrator may replace an attendee before a standard scheduled class starts, subject to the new attendee meeting the course requirements. Individual accounts enroll only themselves. An attendee change does not change the course, delivery format or purchaser, create a new refund period, or make a used registration refundable.

Missed classes, late arrival and incomplete requirements

After a standard class starts, ordinary customer cancellations, no-shows and missed attendance do not qualify for a refund, cancellation credit or reschedule. Arrive in time to complete all required instruction. Late arrival, early departure, missing prerequisites or failure to complete attendance, assessments or skills requirements can prevent certification. Final assessments follow “Assessments and certificates” below; payment alone does not earn a certificate. Contact us about an access problem or accommodation as early as possible.

One hybrid purchase covers the online component and an in-person skills session. The online provider and course requirements are identified before purchase. Registration for a skills session closes two business days before its start, using the session’s local time; for this booking cutoff, business days are Monday through Friday. Skills-session availability and course-access limits still apply.

ASHI/HSI online training

Attendees cannot be swapped. Before HNH enrolls the attendee with ASHI, the standard scheduled-training refund and cancellation-credit rules apply where the registration remains eligible. Once HNH enrolls the attendee with ASHI, ordinary customer refunds and cancellation credits are unavailable, even if the attendee has not started or completed the online component.

You may reschedule the skills date as often as needed, including after a missed skills session, subject to availability and the booking cutoff. The one-reschedule limit for standard classes does not apply. Upload the required ASHI online-completion certificate before participating in the skills session; without it, the attendee cannot take part.

HNH e-learning with a skills session

These hybrid purchases are nonrefundable and do not qualify for cancellation credit for ordinary customer cancellations, whether or not the online course has started. A company may change the attendee only before e-learning starts. Complete the required online learning and assessment before booking or attending the skills session as directed by the course.

You may reschedule the skills session as often as needed, including after a missed session, subject to availability, the booking cutoff and any disclosed course-access limits.

Skills assessments and HNH non-delivery

Failing a hybrid skills assessment requires purchasing the full course again. Missing a skills session is not itself a failed skills assessment. If HNH cannot provide the remaining skills component or a reasonable replacement, we refund the entire amount paid for the affected training registration, not just an assigned value of the skills component. See “When HNH cancels or cannot deliver.”

Standalone self-paced registrations are nonrefundable and do not qualify for cancellation credit for ordinary customer cancellations, whether or not the course has started. A company may change the attendee only before the learner begins. Individual purchases remain assigned to the purchasing learner.

The course’s disclosed access period starts when the learner first begins. An unused purchase does not entitle the learner to a different course or extend an access period after it starts. Completion, the final assessment and certificate eligibility follow “Assessments and certificates” below. A certificate, when earned, remains subject to its original completion and expiration dates.

Contact HNH if a technical problem prevents access. The ordinary nonrefund rule does not remove a remedy for HNH being unable to deliver the purchased training or a remedy required by law.

Some trainings end with a final assessment, and a certificate is issued only when the attendee passes it. A final assessment allows one attempt unless that training allows more, and its passing score is shown when the attendee begins it. A failed final assessment requires a new enrollment at the current full price and completing the full training again; it does not qualify for a retry, a complimentary reschedule or credit. Payment alone does not earn a certificate.

If HNH cancels a standard scheduled class, contact us or use the options shown in your account to choose an available replacement class, an eligible refund or account credit. The normal 72-hour cutoff and one-reschedule restriction do not prevent a remedy for HNH’s cancellation. We do not require you to accept credit where a refund is due.

If HNH cannot provide a purchased training course or a reasonable replacement, we return the full amount actually paid for the affected registration. For hybrid training, this includes the entire training purchase even if the online portion was completed or ASHI enrollment ordinarily makes the purchase nonrefundable. The remedy is based on the affected seat’s actual discounted price, not a later catalog price.

Returns follow the original funding sources: money paid by card or Klarna is returned through that payment source where available, and wallet-funded value returns to the purchaser’s wallet with its applicable funding restrictions. Previously spent cancellation credit is restored when HNH cannot deliver; it is not forfeited under the ordinary one-use cancellation rule. Complimentary credit is not converted into cash. We account for any refund or credit already issued so the same payment is not returned twice.

If the original payment provider cannot process a monetary refund owed under this HNH non-delivery section or required by law, contact us so we can arrange an alternative lawful refund method. The ordinary Klarna credit alternative below does not replace these refund rights. HNH does not reimburse separate travel, lodging, lost wages or other incidental costs except where required by law or a separate written agreement.

A venue closure, instructor unavailability, severe weather or another disruption may require a schedule change. We will notify affected purchasers using the contact details on the order. A disruption does not remove the non-delivery remedies in this section.

Ownership and use

Wallet credit belongs to the personal or company account that purchased or received it. It may cover an eligible purchase or reduce its total. Company funds do not become an employee’s personal funds when the employee leaves or disconnects from that company. Credit is not transferable between unrelated accounts and is not redeemable for cash except where required by law.

Purchased and cancellation credit

Purchased credit and cancellation credit carry forward and are not subject to quarterly expiration or reset. Customer-funded refund credit also retains its value. Buying credit does not itself create a cash-refund right, and receiving cancellation credit does not make it cash-refundable. Once cancellation credit is spent, the ordinary customer-cancellation limits above still apply.

Complimentary quarterly and promotional credit

Only complimentary quarterly or promotional allowances expire or reset, according to the eligibility, amount and expiration terms disclosed for the allowance. A quarterly allowance is not a promise of future complimentary funding. Loss of client eligibility may end a complimentary client allowance without taking away purchased or customer-funded cancellation credit.

Cancelling a purchase does not convert promotional value into purchased credit or extend an expired promotional allowance. A refund or correction preserves the original funding type and applicable restrictions. Review your account balance and any promotion’s terms before purchasing.

Closing an account

If you voluntarily and permanently close the account that owns unused credit, the unused balance closes with the account and is nonrefundable, except to the extent applicable law requires continued access, redemption or a refund. Use your credit or contact HNH about its treatment before requesting permanent closure. This rule does not cancel a refund already owed or override protections for customer-funded stored value.

Logging out, temporary suspension, an administrative archive or disconnecting an employee from a company is not itself a voluntary permanent closure of the company’s wallet. Closing an individual account does not forfeit a company’s balance. Account closure also does not mean that payment, consent or training records are erased; see our Privacy Policy.

Consultation appointments may be rescheduled through the Calendly booking link at any time before the appointment. If you miss the appointment, another appointment is at the consultant’s discretion. A paid consultation meeting fee is nonrefundable for customer cancellations, rescheduling, nonattendance or a decision not to continue with services. Rescheduling does not turn the original fee into a refundable payment.

This fee rule applies only to a consultation for which a fee was disclosed and charged. A free introductory meeting remains free. If HNH cannot provide a paid consultation, contact us to arrange a replacement or any refund or other remedy required by law.

Ongoing consulting, Behavior Treatment Plan writing, financial services and business-transition engagements use separate agreements outside the website. Their scope, fees, deliverables, renewal, termination, notice periods and refunds are governed by the applicable signed agreement. Cancelling a calendar appointment does not terminate a separate engagement or satisfy its written-notice requirements.

Hand N Hand Consulting is a sister company to HNH Financials, which has a strategic partnership with FCS Services; FCS Services performs the financial-services work. Refer to your actual engagement agreement for the contracting provider and payment terms. Third-party referrals and government or certifying-body fees follow the applicable provider’s terms and mandatory law.

You may reschedule fingerprinting or notary appointments through Calendly at any time before the appointment. HNH does not charge a no-show or late-cancellation fee for these appointments. The quoted service charge is separate from government, application and third-party fees.

Unlimited free fingerprint reprints

If the institution requesting your fingerprints rejects them because of fingerprint quality or a capture error, HNH will reprint them free of charge until that institution accepts the prints. There is no time limit or limit on the number of qualifying reprints. Contact us with the rejection information so we can identify and correct the quality or capture problem.

This warranty covers HNH’s reprinting service. It does not pay government, application or third-party processing fees, overturn an eligibility or background-check decision, or guarantee a clearance card, license, employment or other approval. The remedy for a qualifying print-quality rejection is a free reprint, subject to any additional rights required by law.

Notary services

The same flexible appointment and no-show rules apply to notary appointments. Bring the documents, identification, witnesses and other items specified for your appointment. A notary may be unable to proceed if a legal requirement is not met. Notarization verifies the notarial act; it does not guarantee that a document is legally effective or will be accepted by a court, agency or other recipient. The fingerprint reprint warranty does not apply to documents or notarial outcomes. Contact HNH promptly about an error in a service we performed.

Job listings and upgrades

Paid job listings and upgrades are ordinarily nonrefundable. Closing a listing early, filling a position, receiving fewer applications than expected or deciding not to hire does not earn a refund. A listing runs for its disclosed publication period; renewal requires a new purchase and is not automatic. We do not guarantee views, applicants or hires.

Where approval is required, the publication charge follows the payment authorization shown at submission. If a submission is not approved and no publication charge is made, there is no paid publication fee to refund. If a payment or publication error occurs, contact HNH for correction. The price and authorization shown for the transaction control.

Sponsored job-email placements

A sponsored placement purchases the specified email-promotion opportunity, not a guaranteed audience response. If a booked placement cannot be sent, is missed, or becomes ineligible before delivery, its eligible value is returned as account credit under the placement rules, preserving the original funding restrictions. A placement that has been sent is not refundable because of opens, clicks, applications or hiring results. Unsent value that must be refunded by law is not limited to credit.

Certificate-copy purchases

A separately purchased personal certificate copy is ordinarily nonrefundable. The purchase gives eligible access to the existing certificate; it does not enroll you in training, provide a new assessment, renew a qualification or change completion or expiration dates. The copy price uses the current course price shown before purchase. If the purchased copy cannot be provided or the transaction was erroneous, contact HNH for correction or an applicable remedy.

Certificate access depends on the purchaser and authorized sharing arrangements. Companies retain access to training records and certificates they purchased. Learners may have personal access through a company grant or a qualifying personal purchase; approved sharing with other companies is separate. A refund or an exceptional staff-approved adjustment does not create a new certificate or guarantee that a previously downloaded copy can be recalled.

For website training purchases, use your account’s registration-management options or contact HNH with the order number, course, attendee and requested action. For appointments, use the Calendly link in the booking confirmation or contact us. An employer-paid order must be managed by an authorized purchaser or company administrator. A request must reach us before the applicable cutoff; an informal message to another attendee or simply not attending is not cancellation.

Keep the confirmation of a completed change. If an account option is unavailable or you believe eligibility is incorrect, contact us promptly. We may need to verify the requester’s identity, purchase authority, payment and any earlier adjustment before acting. Do not send full payment-card details through the contact form.

Refund amounts and processing

An approved refund is limited to the eligible amount actually paid for the affected item after discounts and prior adjustments. A coupon is not cash and does not create a refund for its face value. We process approved refunds through the original payment method where available. Your bank or payment provider determines when funds appear; we do not guarantee a posting date. Contact us if a confirmed refund has not appeared within the provider’s stated timeframe.

Paying with Klarna

Klarna is available only for personal training and certificate-copy purchases. It isn’t available for company purchases or for orders that buy account credit. An eligible Klarna refund is returned through Klarna, which updates your payment plan and returns any amount you’ve already paid, typically within 5–7 business days. Klarna refunds can be issued only within 180 days of payment. If you request an eligible refund after that, the amount paid with Klarna is added to your account as credit instead. This ordinary credit alternative does not apply to a monetary refund owed under “When HNH cancels or cannot deliver” or required by law; we will arrange an alternative lawful refund method if the original provider cannot process it.

A request to HNH does not itself cancel or pause a Klarna payment plan. Follow Klarna’s payment and dispute instructions until it confirms an adjustment. HNH does not control financing approval or the provider’s separate financing terms.

Payment disputes and mistakes

You retain your right to dispute a charge with your bank or payment provider. Tell HNH about an existing dispute when requesting a refund so the same payment is not returned twice. While a dispute is open, account self-service refunds or credits may be unavailable and HNH will review the transaction. This review is not a requirement to give up a lawful dispute right.

Contact us about duplicate charges, an incorrect charge, a service that was not delivered or an accessibility issue affecting your purchase. An exception approved for one transaction does not amend the general policy or waive rights on another transaction.

Returns and Exchanges

Since our products are custom-made on-demand, we are unable to accept returns or exchanges for reasons such as changing your mind or ordering the wrong size or color. Please ensure all customization options, sizes, and details are correct before placing your order.

However, we will gladly offer replacements or refunds for the following issues:

• Defective or Damaged Items: If your product arrives damaged, defective, or with a printing error, we will replace the item or offer a full refund.
• Incorrect Items: If you receive the wrong item due to a fulfillment error (wrong size, color, or design), we will send you the correct product at no extra cost.

Eligibility for Refunds

Refunds are available in the following cases:

• The item is defective or damaged upon arrival.
• You received the wrong product due to an error on our part.

To qualify for a refund, you must notify us within 14 days of receiving your order. Please include your order number, photos of the defective or incorrect product, and a brief description of the issue.

Return Process

To initiate a return or refund, follow these steps:

1. Contact Us: Reach out to our customer service team via our contact page within 14 days of receiving your product.
2. Provide Details: Include your order number, a description of the issue, and any relevant photos of the defect, damage, or incorrect item.
3. Wait for Approval: We will review your claim and respond within 3-5 business days. If your return is approved, we will arrange for a replacement or issue a refund.

Non-Refundable Items

Please note that the following are not eligible for refunds:

• Products ordered with incorrect sizes, colors, or customization details that were provided at the time of order.
• Items returned after 14 days of receipt.
• Any product that has been worn, washed, or altered in any way after delivery.

Shipping Costs

For defective or incorrect items, we will cover any shipping costs associated with returning the item and sending a replacement. In cases where an order was placed with incorrect details by the customer, shipping fees will not be reimbursed.

Refund Process

Once your return is approved, we will process your refund. Please allow 5-10 business days for the credit to appear on your original payment method. If you have not received your refund after this time, please contact your payment provider, as processing times may vary.

Contact Information

For any questions regarding returns or refunds, please contact us on our contact page. We are here to assist you and ensure your satisfaction with our products.