Refund Policy
Last updated 10 September 2026
Short, and deliberately generous at the start where you have the least information, and firm later where you have had the thing you paid for. Sections 1 to 5 cover our multi-session programmes, such as Fire Yourself. Section 6 covers a single live session bought on its own, such as Agents, Live, and for that booking it replaces sections 1 to 3.
1. Before the programme starts
Cancel any time before the first session and you get a full refund. No reason needed, no questions.
2. After the first session
If you attend the first session and decide it is not what you expected, tell us within forty-eight hours of it ending and we will refund you in full. This is the point at which you know what you bought, and we would rather you left with your money than sat through three more sessions resenting it.
3. After that
From the start of the second session onward the fee is non-refundable. The seat was held, the cohort is small, and the material has been delivered.
4. If we cancel or move it
If we cancel the programme before it starts, you get a full refund automatically without asking. If we move a session and the new date does not work for you, and you have not yet attended a session, you get a full refund.
5. How to ask, and when you get it
Write to academy@character.xyz from the address you enrolled with. We approve or explain within three working days. Approved refunds go back by the same method you paid, and reach you in five to ten working days depending on your bank.
6. A single live session
This section applies where you have bought a seat at one live session sold on its own, rather than a place on a multi-session programme. For that booking it replaces sections 1 to 3. Sections 4 and 5 still apply.
You can cancel and get a full refund up to twenty-four hours before the session is due to start. No reason needed, no questions. Inside that last twenty-four hours we cannot refund the seat, because the number of seats is capped and one released that late cannot be offered to anybody else.
Once the session has run there is no refund. It is a live event, the seat was held for you, and it has been delivered whether or not you were in the room.
There is no recording of a single live session and none is promised, so not attending means not receiving it. That is why the remedy is a different date rather than a copy: if you tell us before the session starts that you cannot make it, we will move your seat to the next session in the same series at no charge. You can ask for that at any point before it begins, including inside the last twenty-four hours when a refund is no longer available.
If we cancel the session, or move it to a date that does not work for you, you get a full refund under section 4 whether or not the twenty-four hours has passed.