30-Day Onboarding Builder Refund and Access Policy

Know when you can request a refund, how Builder  access works, and what to do if you run into technical issues.

Technical issues?  Contact our support team.


Refund Policy
At-A-Glance

  • Refund window: Within 7 calendar days of purchase
  • Builder usage: No more than approximately 20% completed
  • Builder access: 12 months from purchase
  • Downloads: Yours to keep once downloaded
  • Refund method: Original payment method when possible

Need a refund?  Submit a Refund Request.

Refund Eligibility

Refunds are available only when the conditions below are met. Please review each point before submitting your request.

Requested within the refund window and limited Builder consumption

Refund requests are accepted within 7 calendar days of purchase, provided the learner has completed no more than approximately 20% of the Builder.

Because the Builder provides immediate access to proprietary downloadable worksheets and tools, WestStar Associates may also consider the extent to which course resources have been accessed when reviewing refund eligibility, where that information is available.

Requests sent after the window closes are not eligible.

Use the Refund Request Form at the top  of this page.

Valid purchase and payment status

Your order must be verified and not disputed, reversed, or charged back. Refunds are processed to the original payment method when possible.

Builder access terms

When you enroll, you get 12 months of access to the Builder content within your account. Access starts on your purchase date and ends after 12 months unless you renew.

Renewal and reactivation

If you want continued access after 12 months, you can renew at the current renewal price (if available). If you do not renew, your account access to lessons and updates ends.

Downloads and resource retention

You may download resources we mark as downloadable during your access period. After access ends, you keep files you already downloaded, but you cannot download again or access new updates.

Intellectual Property

All course materials are owned by us or our licensors. This includes videos, lessons, worksheets, templates, slides, text, audio, design elements, downloads, and brand assets.

Permitted use

You may use the Builder materials to develop and support onboarding within your own organization. Builder access and downloadable materials are licensed to the purchaser and may not be redistributed, uploaded to shared libraries, resold, or provided as standalone materials to others.  You may download or print copies for your own reference.

Prohibited redistribution

You may not share, resell, upload, post, publish, license, distribute, or provide course materials to others, including in groups, communities, classrooms, or company-wide libraries. You may not copy or create derivative products.

Frequently Asked Questions

When am I eligible for a refund?

Refund requests are accepted within 7 calendar days of purchase, provided you have completed no more than approximately 20% of the Builder. Because the Builder includes downloadable proprietary worksheets and tools, WestStar Associates may also consider the extent to which those resources have been accessed, where that information is available. 

How long do I have access to the course?

You receive 12 months of access beginning on your purchase date. During that period, you can return to the Builder, review lessons, and download any resources marked as downloadable. Files you have already downloaded may be retained after your access period ends.

What if I cannot access the course or a lesson will not load?

First, sign out and back in, try a different browser, clear your browser cache, or try a different network. If the problem continues, contact WestStar Associates and include the Builder or lesson name, the device and browser you are using, and a screenshot of the issue if possible. We will work with you to restore access or provide another reasonable solution. 

Do technical problems automatically qualify me for a refund?

Not necessarily. We will first try to resolve the technical issue within a reasonable period of time. If we are unable to restore access or the problem prevents you from using the Builder as intended, we will review the situation and determine an appropriate resolution, which may include a refund. 

What are my legal rights if I live in the UK or EU?

If you are a consumer in the UK or EU, you may have statutory rights that apply in addition to our policy, including rights under consumer protection and digital content rules. Where those rights apply, they take priority over conflicting policy terms. If you believe a statutory right applies to your purchase, contact us and we will review your request accordingly.

Can I share the worksheets and tools with others?              

Your purchase gives you access to use the Builder and its resources to support your own onboarding work. The original worksheets, templates, lessons, and other Builder materials may not be redistributed, uploaded to shared libraries, resold, or provided as standalone materials to others.
Created with