Upon receipt of your order, you will either be prompted to begin your download immediately or you will receive an e-mail from us with instructions to complete your download. If you are prompted to begin your download immediately, your completion of the download will constitute delivery to you of the item(s) you purchased. If you receive an e-mail from us with instructions to complete your download, the receipt by you of the e-mail will constitute delivery by us to you of the item(s) you purchased. In case you are unable to download the item(s) you purchase or you do not receive an e-mail from us with instructions to complete your download, you must contact us within 5 days from the date of your order. If you do not contact us within 5 days from the date of your order, the item(s) you purchased will be considered received, downloaded and delivered to you.
For Team Report orders – all reports are delivered to the team leader by email within 3 working days after all specified participants have completed the assessment. HIGH5 will deliver reports earlier if 1) participants of the group assessment have not completed the test within 30 days since the order date; or 2) the specified team leader has not responded to HIGH5 communication for at least 14 days. In these cases, HIGH5 will deliver the reports based on scores of those participants who have completed the assessment by that moment and will not update these reports afterwards. If a manager requests the Team Report to be delivered prior to all participants completing the assessment, delivered reports are considered final and will not be updated when a team member completes the assessment after the reports have already been sent to the manager.
For complimentary coach calls – qualified test takers will be contacted via provided email within 72 hours after submitting the coach call request form to schedule the call at a mutually convenient time. It is the duty of the test taker to provide the correct information for their qualification to be verified. By default, the call will take place via Zoom or Skype digital communication platforms, unless agreed otherwise. Complimentary coach call is subject to limited availability based on the demand for this option from other qualified test takers.
For subscriptions, including but not limited to the Full Platform Access – your access of the account with the activated subscription or activation of the subscription while authenticated to your account, whether with a unique access code or without it, constitutes the delivery of the service in full. It is the responsibility of the client to cancel the subscription prior to the start of the new billing cycle if they do not wish to be billed for the next cycle.
For physical goods, you can return or exchange purchased products for up to 120 days from the purchase date. Returned or exchanged products must be in the condition you received them and in the original box and/or packaging. The refund for the returned goods is processed when the goods have been returned. The buyer is responsible for the return shipping of physical goods. Only the returns that have been approved by the company are eligible for refunds.
For digital products where a downloadable sample or a product preview is available or digital products where the unique access code is given to the buyer, the following cases that are not eligible for a refund: 1) the buyer doesn’t want it after they’ve downloaded it; 2) the item or the process did not meet their expectations; 3) the buyer simply changed their mind; 4) the buyer used the unique access code on the platform.
Full Strengths Report orders with a complimentary coach call option are not eligible for a refund if: 1) the buyer doesn’t like proposed or available times for a coach call; 2) they do not need the coach call anymore; 3) they simply changed their mind. Presence of absence of the complimentary coach call option does not change the refund conditions specified above for digital products including the Full Strengths Report.
Team Report orders, when 1) participants of the group assessment have not completed the test within 30 days since the order date; or 2) the specified team leader has not responded to HIGH5 communication for at least 14 days, are not eligible for the order refund or for a partial refund for those participants who have not completed the assessment. If a manager requests the Team Report to be delivered prior to all participants completing the assessment, the order is not eligible for a complete or partial refund for those participants who have not taken the test prior to the manager request. Team Report orders, where at least one invited participant has completed the assessment, are not eligible for a complete or partial refund.
The previous and the current billing cycles of subscriptions, including the Full Platform Access, are not eligible for refunds. It includes but not limited to reasons such as misunderstanding of conditions, not needed the service anymore or changing one’s mind. The refunds are not pro-rated based on the number of days the subscription has been in use.
Requests for refunds are eligible if submitted within 30 days after the purchase date. If the refund request is not submitted within this period, it is assumed that the service is successfully provided and the customer is fully satisfied with it.
Please contact us at hello(at)high5test.com regarding any questions about your orders.