Customer Care Information
This page explains the website’s current customer-service process. It does not create a refund promise or replace written delivery terms supplied for a specific purchase.
Contact and Response
Email lillie@pathwayplanners.net for questions about orders, appointments, services, or access. The current published response target is within 24–48 hours. Service delivery and completion times are confirmed separately.
Purchases and Access
- Keep the PayPal confirmation and transaction reference.
- Sign in and complete the purchase intake using the same account you will use to check status.
- A submitted reference remains pending until payment can be matched and verified.
- Assessment purchases do not unlock protected grade-level content.
- Only the approved grade shown in a verified purchase record can unlock that grade. Pending, refunded, revoked, or expired records do not grant access.
The website never asks for card numbers or PayPal passwords.
Session Cancellations
A signed-in customer may cancel a pending or confirmed session request from the session calendar. Cancellation releases the reserved time in the website calendar. Cancelling a calendar request does not automatically issue a refund or determine whether a payment is refundable.
A standard cancellation deadline, rescheduling limit, no-show rule, and paid-session refund rule have not yet been published. Contact support before purchase if those terms affect your decision.
Refund Requests and Payment Problems
A final refund-eligibility rule and request deadline have not yet been published. Email support with the service name, transaction reference, purchase date, and a brief explanation. Do not send financial documents or card information.
The website can record a PayPal refund or reversal and remove associated access, but it does not issue refunds by itself. Book shipping, returns, and order problems are handled through the corresponding Amazon order.
Service Delivery
Assessment delivery method, report format, turnaround time, and any review appointment are confirmed separately. One-on-one requests are not confirmed until approved. Grade-level availability, included content, price, and access period must be confirmed before payment because no public grade-program checkout is currently available.
Business Decisions Still Pending
- Refund eligibility and request deadline.
- Session cancellation deadline, rescheduling limit, no-show treatment, and paid-session refund effect.
- Standard assessment delivery method, report format, turnaround time, and whether a review is included.
- Formal record-retention period.