Frequently Asked Questions

About my subscription to the modules and toolkit

How long do I have access to the modules / toolkit for?

You have access to any modules you’ve subscribed to for a full year from the point you made your purchase. After that, we’ll renew your subscription on a yearly basis.

Do you offer refunds?

You can cancel your purchase within 24 hours and receive a full refund. After that you can cancel your subscription at any time so you’re not charged for any future renewals (see below).

How do I cancel my subscription?

Just go to your subscriptions page, select cancel, and we won’t renew your annual subscription to the toolkit.

Do I get access to any new guides and templates you add?

Yes, you automatically benefit from improvements we make to the modules you’ve purchased.

Can I share the modules or toolkit with my colleagues?

We offer three types of licences – an Individual licence for one user, a Small Team licence for up to 5 people, and an Enterprise licence for your whole organisation. If you’d like to upgrade your licence to allow more people access to the toolkit, just contact us.

Purchasing consultancy

How soon do you get in touch with me about the consultancy hours I’ve ordered?

Usually within 24 hours.

How do you choose which consultant to assign to me?

When you purchase our consultancy service, we will ask you to provide a brief overview of the project or challenge you’d like support with, and the field you work in. This will help us pair you with the right consultant. You will be provided with a profile of your consultant before you spend time with them.

How can I be sure I’m getting an expert?

We are very picky about the consultants on our books. We only work with people who have considerable experience delivering change in complex environments. Our associates have either worked for blue chip consultancies or are running their own successful consultancy companies.

Can I choose when to spend my hours with my consultant?

Yes, this is completely up to you. In the first hourly session, your consultant will work with you understand the challenge at hand and you’ll draw up a schedule together of when to use the additional sessions. You might choose to use the sessions up front to help you with your planning, or you might want to spend time with your consultant throughout the project. Remember you can top up your time at any point.

How are the consultancy sessions delivered?

Your consultant will send you a Microsoft Teams link which you can dial into from your computer, as long as you have an internet connection. You can choose to have the call just using the ‘voice’ functionality, or you can join by video as well – this is completely up to you; we know not everybody likes to video call!

The same goes for our consultants; some of them will join by video, and some by phone. In all cases, the Microsoft Teams software allows both you and the consultant to share screens, show documents, and brainstorm ideas.

How much notice does my consultant need if I want to schedule an urgent session?

Our consultants will always try to be flexible, so they’ll work with you to find a slot as soon as they can. Just remember, they are working with other customers as well and they’ll want to make sure everyone is happy with any changes in schedule.

Can I reschedule a session with my consultant?

Yes, no problem at all – just try to give them as much notice as you can.

How do I top up my hours with my consultant?

This is easy to do; just go to our Consultancy on demand page and you’ll find options to purchase 1, 2, 5, or 10 additional hours.

What will my consultant help me with?

Your consultant will be able to advise you on all aspects of business change – planning your approach, analysing stakeholders, helping you put together your communications and engagement plans, structuring your change impact assessment, planning your delivery communications, helping you craft messages in the right way (and much more).

Feedback and complaints

I’m not happy with the service, who can I talk to?

We’re sorry to hear we haven’t met your expectations, please send an email to [email protected] and tell us where we’ve gone wrong so we can get in touch with you.

How can I provide feedback on this service?

We love getting feedback, especially if it helps us to improve our products. Please contact us

Working with us

I’m a change expert; how can I become an associate consultant with you?

If you have considerable experience in business change – either having worked as a business change manager, business analyst, or project manager, we’d love to hear from you. Get in touch with us