Refund & Seat Use Policy

Refunds before any participant has started

If you purchase assessment seats for your organization and no participant has begun their assessment, you are entitled to a full refund if you request it within 14 days of purchase. After that 14-day window, no cash refunds will be issued.

To request a refund in this window, email karen.coltrane@boardinsightstudio.com from the email address associated with the purchase. Refunds are processed back to the original payment method within 5 to 10 business days.

Once at least one participant has begun

Once any participant has begun their assessment, all purchased seats become non-refundable in cash. This protects the integrity of the assessment and the work that has already been delivered.

However, Board Insight Studio offers two flexibilities so your organization always receives the value it paid for:

Seat substitution

Seats are assigned to your organization, not to specific individuals. If a board member rolls off your board, decides not to participate, or does not respond to invitations, their unused seat can be reassigned to another board member, officer, committee member, or senior staff member at any time. Simply contact us to substitute the participant.

Deferred use within the same board year

If you purchase seats and some remain unused by the end of the engagement, your organization may use those seats later in the same board year (12 months from the date of purchase) for newly elected trustees, incoming committee members, or additional senior staff you would like to include. Unused seats do not convert to cash refunds, but they do not expire within the 12-month window.

What counts as “started”?

A participant is considered to have “started” when they open their personalized assessment link and begin responding to the assessment items. Opening the email invitation alone does not count as starting the assessment.

Optional add-on: In-person board session

The optional $5,000 in-person board session (including U.S. travel) is refundable in full up to 30 days before the scheduled session date. Within 30 days of the scheduled session, 50% of the fee is refundable to cover travel and preparation costs already incurred. Within 7 days of the scheduled session, the fee is non-refundable, but may be rescheduled once to a mutually agreeable date within the same board year.

Disputes

If you have a concern about a charge or refund that is not addressed by this policy, please contact us directly at karen.coltrane@boardinsightstudio.com before initiating a chargeback with your card issuer. We are a small organization and we will always try to find a reasonable resolution.