Refund & Program Policy

Digital & Service Nature

Hook & Ladder Mentorship services are delivered digitally and include coaching, mentorship, assessments, and educational content. Once access is granted or services are initiated, the digital nature of our products means they cannot be "returned" in the traditional sense. Purchases are final except where a written offer-specific guarantee or applicable law expressly provides otherwise.

20 Person Hiring Accelerator™ Guarantee

The Accelerator includes a simple money-back guarantee. If the original purchaser is not satisfied with what they receive, they can contact Hook & Ladder Mentorship and request their money back.

A refund ends the Accelerator engagement and cancels any unpaid second installment.

Blueprint™ Review & Intake Process

The Firefighter Hiring Blueprint™ includes a comprehensive review and intake process:

• •Initial Assessment: Upon purchase, you will receive access to your Blueprint materials and assessment tools
• •Intake Call: A 40-minute tactical review call is scheduled to walk through your assessment results and execution plan
• •Service Initiation: Once the intake call is completed, services are considered initiated and non-refundable

Coaching & Program Delivery

All coaching programs, including Interview Mastery System™ and Hook & Ladder Core Package™, are service-based and non-refundable once:

• •Initial intake or orientation call is completed
• •Program materials have been accessed or delivered
• •Any coaching sessions or support have been provided

Payment Plans

For programs offered with payment plan options:

• •All installments are due as scheduled
• •Failure to complete payment plan installments may result in suspension of services
• •Completed installments are non-refundable except where the Accelerator guarantee or applicable law expressly provides otherwise

Missed Calls & Rescheduling

Regarding scheduled coaching calls and sessions:

• •Missed calls without 24-hour notice may result in forfeiture of that session
• •Rescheduling requests should be made as soon as possible
• •Limited rescheduling accommodations may be available depending on your program tier

No Job Guarantee

Hook & Ladder Mentorship does not guarantee employment, job offers, or selection in any fire department recruitment. Success depends on individual effort, preparation, hiring competition, and department-specific requirements. No refunds will be issued based on employment outcomes.

Exceptional Circumstances

In rare cases of technical issues, service failures, or other exceptional circumstances, we may consider partial refunds or service credits on a case-by-case basis. To request consideration:

• •Contact us within 14 days of the issue
• •Provide detailed documentation of the problem
• •Decisions will be made at the sole discretion of Hook & Ladder Mentorship

Support & Questions

If you have questions about your program, need support, or wish to discuss your experience, please contact us immediately rather than requesting a refund. We are committed to ensuring you get the most value from your investment.

info@hookandladder.ca