RoleMap

Our refund philosophy

RoleMap is a service that produces a tailored deliverable. The cost of producing that deliverable scales as the engagement progresses — from purchase, through invitation distribution, through respondent participation, through analysis, to final report delivery. Our refund policy reflects that progression: full refunds are available before the engagement has consumed any meaningful resources, partial refunds apply once the engagement is in motion, and refunds are not available after the report has been delivered.

We aim to be fair, prompt, and transparent. If anything about a refund situation feels unclear, write to hello@rolemap.co — Eva, Anton's assistant, handles refund requests and will escalate to Anton when warranted.

The three windows

1. Full refund — within seven days of purchase, before invitations are sent

If you change your mind about the engagement within seven days of purchase, and no questionnaire invitations have yet been sent to your role-holders, you are entitled to a full refund.

This window typically applies when the engagement has been purchased but the engagement-setup wizard has not yet been completed (for example, the role list has not been finalized, or the invitations have not yet been triggered).

To request a refund in this window, write to hello@rolemap.co with your engagement reference number. Eva will confirm the request, verify that no invitations have been sent, and process the refund. Refunds are returned to the original payment method within seven to ten business days.

2. 50% refund — invitations sent, report not yet delivered

If invitations have been sent but the report has not yet been delivered, a 50% refund is available. This reflects the resources already consumed (questionnaire infrastructure, respondent communications, partial analytical work) while acknowledging that the deliverable has not yet been completed.

A 50% refund in this window includes immediate cessation of the engagement: no further reminders are sent, the analytical pipeline does not run, and any in-progress draft is discarded.

To request a refund in this window, write to hello@rolemap.co. Refunds are returned to the original payment method within seven to ten business days.

3. No refund — after report delivery

Once the final report has been delivered (the report-delivery email has been sent), the engagement is considered complete. Refunds are not available after this point.

If the delivered report has substantive issues — factual errors, formatting problems, missing sections — please write to hello@rolemap.co. Eva will route the matter to Anton, and we will work with you in good faith to correct the issues at no additional charge. The goal of every engagement is a useful, accurate deliverable, and we will do what is necessary to ensure you receive one.

Tier 2 engagements — additional considerations

Tier 2 (Full Consultation) engagements begin with a scheduled discovery call. The same three-window structure applies, with one clarification: if a discovery call has been completed but no invitations have been sent, the full-refund window still applies through the seventh day after purchase. If you wish to cancel after a discovery call has been held but before invitations are sent, the full-refund window remains available.

If you cancel a Tier 2 engagement after the 90-minute leadership presentation has been delivered (typically within two weeks of report delivery), no refund is available, since this is part of the completed deliverable.

Travel expenses for in-person presentations

The 90-minute leadership presentation is delivered virtually by default and is included in the Tier 2 price. In-person delivery is available on request and is billed separately at actual cost: airfare, lodging, ground transportation, and meals at standard per-diem rates. Travel expenses are invoiced at the time of booking, not bundled into the engagement purchase.

Travel-expense refunds are governed separately from engagement refunds. Once travel has been booked (flights ticketed, lodging confirmed), travel expenses are non-refundable to the extent they are non-refundable from the underlying providers (airline, hotel, etc.). If the in-person presentation is canceled before booking, the travel-expense invoice is voided and no charge applies. If canceled after booking, RoleMap will pursue refunds from the providers and pass through whatever recovery is achieved, less any change fees or non-refundable charges.

What constitutes the "report-delivery" trigger

For clarity: "delivery" of the report means the moment the report-delivery email is sent from hello@rolemap.co with the PDF and Word document. This is the system-recorded timestamp at which an engagement transitions from in-progress to complete.

How to request a refund

Write to hello@rolemap.co with:

Your engagement reference number (visible in your dashboard and on your purchase confirmation email)
Your name and the name of your church or organization
The reason for the refund request

Eva will respond within one business day, confirm the applicable refund tier, and initiate the refund through Stripe (escalating to Anton if anything in the request is unclear or contested). The refund typically appears on your statement within seven to ten business days of initiation, depending on your card issuer.

Disputes and chargebacks

If you have a refund concern, please contact us before initiating a chargeback through your card issuer. Chargebacks are costly and slow for both parties, and the great majority of refund concerns can be resolved directly. We commit to engaging in good faith with any refund request and to processing legitimate refunds promptly.

Exceptional circumstances

This policy describes our standard practice. If your situation involves circumstances we have not anticipated — bereavement, organizational dissolution, leadership change mid-engagement, or other unusual events — write to us and we will respond pastorally. Our policy is firm but not rigid.