Customer information

Customer policies

These policies explain how Izu Consultancy and Training handles bookings, training and advisory requests, digital purchases, online payments, cancellations, refunds, delivery, privacy, and security.

Bookings and service requests

  • Submitting a room, training, advisory, consultant service, or consultancy request does not by itself confirm delivery.
  • Bookings are confirmed after availability, scope, price, and payment requirements are accepted or completed.
  • Room bookings may be held for a limited period pending payment. Unpaid holds may be released.
  • Training and advisory requests may require follow-up to confirm scope, participants, schedule, venue, and deliverables.

Payments and purchase records

  • Online card payments are processed securely through the authorised payment gateway.
  • Customers should keep payment confirmations, transaction references, invoices, and receipts for their records.
  • Successful online payments may be recorded automatically in the finance system against the relevant booking, subscription, or digital purchase.
  • Prices, taxes, payment deadlines, and bank or gateway charges will be shown or communicated before payment where applicable.

Refunds, cancellations, returns, and exchanges

  • Cancellation and refund eligibility depends on the service type, timing, preparation already completed, and third-party costs already committed.
  • Custom advisory, research, training, and implementation work may be non-refundable after work has started, or may be partially refundable based on work completed.
  • Digital products are normally non-returnable after access or download is granted, unless there is a clear duplicate payment, technical error, or legal requirement.
  • Approved refunds are normally returned through the original payment method or another documented method agreed with the customer.

Delivery policy

  • Digital store items are delivered through online access, download links, or account entitlements after successful payment.
  • Training, advisory, consultant service, and room-hire services are delivered on the agreed date, venue, online platform, or schedule.
  • Delivery timelines for custom work are confirmed after scope, information requirements, and payment terms are agreed.
  • Customers are responsible for providing accurate contact, billing, participant, and access information.

Digital tools access policy

  • The Digital Tools Access Pass is currently sold as one payment for ongoing access to the available browser-based digital tools.
  • Active MTO Standard, Pro, and Institutional subscribers also receive Digital Tools access while their subscription access remains active.
  • Standalone Digital Tools access is linked to the customer email and password used at checkout. MTO subscriber access uses the customer’s MTO account. Customers do not need a separate full site account only to use the tools.
  • Under the current policy, access does not expire after a fixed number of days or sessions unless access is revoked for misuse, fraud, chargeback, duplicate-account abuse, security concerns, or another documented operational reason.
  • The list of tools may change over time as tools are added, updated, replaced, or retired. Existing access covers the tools made available under the Digital Tools page at the time of use.
  • If this policy changes in the future, new terms will be shown before future purchases. Existing customer access will be handled according to the policy communicated at the time of purchase, unless a change is required by law, security, or payment-provider requirements.

Consultant, consultant, and coach payout policy

  • Individual consultant service, consultancy, and coaching sessions booked and paid through the application are subject to an application fee of 30% of the sale price.
  • The consultant, consultant, or coach payout amount is 70% of the sale price for eligible completed sales.
  • Payouts are made by online bank transfer on the 1st and 16th of each month.
  • Each payout includes eligible sales that are at least 7 days old and are not refunded, disputed, reversed, or placed on administrative hold.
  • Administrative holds may be applied where payment verification, customer complaint, delivery concern, compliance review, or suspected misuse requires additional review.

Privacy and security

Customer information is used to process enquiries, bookings, payments, delivery, finance records, support, and compliance. Access is limited to authorised users and reasonable application security controls are used to reduce unauthorised access risk. Payment card details are handled securely through the authorised payment gateway.

For service-specific agreements, quotations, invoices, or subscription terms, the specific document or checkout disclosure controls where it conflicts with this general policy page.