Refund & Cancellation Policy.

Overview & Scope

This Refund and Cancellation Policy ("Policy") governs all purchases of Shaun Surgener Coaching services, programs, and digital products.

This Policy works alongside our Terms of Service and (for coaching clients) the Coaching Services Agreement signed at the start of each coaching engagement. Where the Coaching Services Agreement specifies different or more detailed refund terms for a specific engagement, the Coaching Services Agreement controls.

This Policy covers refund eligibility for:

• Premium 1-on-1 coaching engagements — Peak Performance tiers (Reset, Rebuild, Installation), Surge Effect Fitness tiers (Transformation, Performance, Elite), Surge Effect Wealth tiers, and any other coaching engagements.
• Self-paced digital programs — Surge Effect Body, Surge Effect Life, and any future digital programs or courses.
• Free resources and lead magnets — The Inner Game Reset, Fat Loss Masterclass, and other no-cost content.
• Payment plans across all tiers and programs.

Premium 1-on-1 Coaching

2.1 General Policy

Premium 1-on-1 coaching engagements are non-refundable once the engagement begins, except as described in Section 2.2 and 2.3 below.

This is a premium 1-on-1 service that requires us to reserve dedicated time, energy, and capacity for you. We turn down other potential clients to maintain quality and availability for each engagement. For this reason, refunds are limited.

2.2 72-Hour Cooling-Off Period

You may cancel your coaching engagement and receive a full refund within 72 hours of signing the Coaching Services Agreement, provided that:

• No coaching sessions have been conducted.
• No personalized plans, materials, or strategy documents have been delivered.
• You provide written notice of cancellation via email within the 72-hour window.

2.3 Refund Eligibility After 72 Hours

After the 72-hour cooling-off period, refunds are not available except in the following limited circumstances:

• Coach terminates services without cause: If Coach ends the engagement for reasons other than client breach (Section 2.3 of Coaching Services Agreement) — for example, if Coach can no longer offer the service — client receives a prorated refund based on services not yet rendered.
• Documented medical emergency: If a serious, documented medical emergency prevents you from participating, Coach may offer (at sole discretion) a prorated refund, an engagement pause, or credit toward future services.
• Mutual written agreement: Refund may be granted by separate written agreement between you and Coach.

2.4 Coaching Tiers Covered

This Policy applies to all premium 1-on-1 coaching tiers, including:

• Peak Performance: The Reset (90 days), The Rebuild (6 months), The Installation (12 months)
• Surge Effect Fitness: Transformation (90 days), Performance (6 months), Elite (12 months)
• Surge Effect Wealth: All wealth coaching tiers

Refer to your specific Coaching Services Agreement for any tier-specific terms that may apply.

Self-Paced Digital Programs

Self-paced digital programs (including but not limited to Surge Effect Body, Surge Effect Life, and any future digital products) are non-refundable once accessed.

3.1 7-Day Refund Window

Refunds may be requested within 7 days of purchase, provided that you have not accessed more than 25% of the program content. After 7 days, or once more than 25% of content has been accessed, no refunds are available.

3.2 How Access Is Measured

Access is measured by the program platform (typically Kajabi), which tracks which modules and lessons have been viewed. The 25% threshold refers to total program content, not time spent.

3.3 No Refunds for Bundled Offerings

If a digital program is purchased as part of a bundle or alongside another product (such as a coaching engagement), refund eligibility is governed by the terms of the specific bundle as documented at the time of purchase.

Free Resources & Lead Magnets

Free downloads, masterclasses, lead magnets, and other no-cost resources are not subject to refund because no purchase has been made. This includes:

• The Inner Game Reset
• The Fat Loss Masterclass
• Other free downloads, guides, or trainings offered through the website

If you'd like to stop receiving emails or marketing associated with a free resource, see our Privacy Policy, Section 6 for opt-out instructions.

Payment Plans

If you are on a payment plan for a coaching engagement or program and choose to terminate before completion:

• Within the 72-hour cooling-off period: You receive a full refund of any payments made, and remaining scheduled payments are cancelled.
• After the 72-hour cooling-off period: You remain obligated to pay the full balance of the engagement, unless: (a) the Coaching Services Agreement specifies otherwise, or (b) Coach agrees in writing to a different arrangement.
• Failed payments: If a scheduled payment fails, we will notify you and attempt to re-charge within 5 business days. Services may be paused if payment is not received within 10 business days of the failed attempt. Outstanding balances remain due.

Guarantees Are Not Refunds

Several of our coaching engagements include performance guarantees:

• Breakthrough Guarantee (The Rebuild — 6-month Peak Performance)
• 90-Day Fitness Guarantee (Surge Effect Transformation — 90-day fitness coaching)
• Custom guarantees defined at intake for The Installation, Performance, and Elite tiers

6.1 What "Engagement Requirements" Means

To remain eligible for a guarantee, you must:

• Attend the agreed cadence of coaching sessions (typically at least 80%).
• Follow the agreed plan or protocol within reasonable adherence.
• Stay engaged in coaching communication and respond to coaching guidance.
• Provide honest information about your progress and challenges.
• Give the process a genuine chance to work.

If you don't meet these engagement requirements, the guarantee does not apply — but the no-refund policy still does.

6.2 Why This Structure

A money-back guarantee creates an incentive to disengage and ask for money back. A "we keep coaching you until you get there" guarantee creates an incentive to engage, finish, and succeed. The structure is built for clients who actually want the outcome.

Chargebacks & Disputes

If you have a concern about a charge, contact us directly first at [email protected]. We respond personally and work to resolve billing issues quickly.

7.1 Bad-Faith Chargebacks

Initiating a chargeback with your bank or credit card company without first contacting us — particularly when our refund policy clearly applies and you've agreed to the terms — constitutes a bad-faith dispute.

7.2 Legitimate Disputes

Legitimate billing disputes — charges you did not authorize, errors in amount, duplicate charges — are different from refund disputes. For legitimate billing errors, contact us immediately and we'll resolve the issue quickly and reverse the charge if appropriate.

7.3 Dispute Resolution

Any unresolved billing or refund dispute is subject to the binding arbitration provisions in our Terms of Service and the Coaching Services Agreement (where applicable). Arbitration takes place in Sumner County, Tennessee.

How to Request a Refund

All refund requests must be submitted in writing to:

• Email: [email protected]
• Subject line: "Refund Request" (or "Refund Request — Cooling Off" if within the 72-hour window)

Include the following in your request:

• Your full name as it appears on the purchase
• Date of purchase or coaching engagement signing
• Program or tier purchased
• Email address used for the purchase
• Reason for the refund request (helps us improve, even when the answer is no)
• Any supporting documentation (medical emergency documentation, etc.)

Processing Time & Method

9.1 Response Time

We respond to refund requests within 5 business days. Most requests are reviewed faster than that.

9.2 If Approved

Approved refunds are processed back to the original payment method. Processing time depends on the payment processor:

• Credit and debit card refunds: 5-10 business days to appear on your statement
• PayPal refunds: 1-3 business days
• Bank-transferred payments: 5-10 business days
• Peer-to-peer payment refunds (Venmo, Zelle, Cash App): Processed by transfer back to the originating account

9.3 If Denied

If your request doesn't meet the criteria for refund under this Policy, we'll respond with the specific reason. If you believe the denial was in error, you may request reconsideration with additional supporting information.

Changes to This Policy

We may update this Policy from time to time. When we do:

• We will update the "Effective Date" at the top of this Policy.
• The version in effect at the time of your purchase governs that purchase. Changes don't retroactively affect prior purchases.
• For material changes, we will notify active clients by email at least 30 days before the change takes effect.

Contact

For all refund requests, billing questions, or concerns about this Policy:

• Email: [email protected]
• Phone: 740-258-0377
• Mailing address: Available upon written request via email