Legal
Customer Care & Fairness Policy
Our commitment to creating a thoughtful, respectful and transparent experience.
Last Updated: 21 September 2026
My hope is that every interaction with Understanding First™ leaves you feeling respected, supported and clear about what you can expect.
This policy explains the approach I take to customer care across programmes, events, digital resources and private work.
It sits alongside the Terms & Conditions, Privacy Policy and Disclaimer and is intended to make the practical side of working with Understanding First™ as clear and human as possible.
Where your statutory consumer rights apply, they will always take precedence. Nothing in this policy limits or removes those rights.
At the heart of this policy are three simple principles:
Fairness. Respect. Consistency.
Before You Purchase
I want you to be able to make an informed decision before purchasing anything from Understanding First™.
Each programme, event, resource or service is described as clearly as possible, including what is included, how it is delivered and any relevant dates, access arrangements or participation requirements.
Please take a little time to read the information provided before purchasing.
If something is unclear, you are very welcome to contact us before making your decision.
Purchases, Cancellations & Refunds
Your purchase is governed by the Terms & Conditions, including the provisions relating to statutory cancellation rights, refunds, digital content and services.
Your rights may differ depending on what you purchase, when delivery begins and the nature of the product or service.
Where you have a statutory right to cancel, that right will be respected in accordance with applicable consumer law.
Nothing in this Customer Care & Fairness Policy affects any statutory rights or remedies available to you.
For full cancellation and refund terms, please see our Terms & Conditions.
Digital Resources
Digital resources may include workbooks, PDFs, audio resources, recorded masterclasses, printable resources and other downloadable or online content.
Where digital content is supplied immediately, information about access, cancellation rights and any consent required before immediate supply will be provided as part of the purchase process where applicable.
If you experience a problem accessing a digital purchase, please contact us so that we can help.
Your statutory rights in relation to digital content and digital services remain unaffected.
Live Events & The Exhale™
When you book a live event, your place is reserved for you.
Please check the date, time and event details carefully before booking.
If you are unable to attend, please contact us as early as possible. Where a transfer to another available session is possible, we will let you know.
Any cancellation, transfer or refund will be considered in accordance with the Terms & Conditions, the terms provided for the particular event and your applicable statutory rights.
If Understanding First™ needs to reschedule or cancel an event, participants will be contacted as soon as reasonably possible and appropriate arrangements will be offered.
Return To Self™ & The Life That Fits™
eturn To Self™ and The Life That Fits™ are carefully structured group experiences with defined programme dates, live gatherings and programme materials.
If your circumstances change before or during a programme, please contact us as soon as possible.
Cancellation and refund requests will be handled in accordance with the Terms & Conditions and applicable consumer law.
Where something unexpected has happened outside the ordinary cancellation provisions, you are still welcome to contact us. Although an alternative arrangement cannot always be offered, genuine circumstances will be considered thoughtfully and fairly.
Private Work
Private work is intentionally limited so that appropriate time and attention can be given to each person.
Specific arrangements relating to your service will be provided when your booking or engagement is confirmed.
Clarity™ Sessions
Your appointment time is reserved specifically for you.
If you need to reschedule, please provide at least 48 hours' notice wherever possible.
Where less than 48 hours' notice is provided, or a session is missed without notice, the session may be treated as used, subject always to applicable statutory rights and any exceptional circumstances.
Compass™ Mentorship
Because Compass™ is a longer private engagement, scheduling, rescheduling and participation arrangements will be explained before the mentorship begins.
If circumstances arise that affect your ability to participate, please contact us as early as possible so that the situation can be considered fairly and in accordance with the terms of your engagement.
Programme and Community Spaces
Every person who enters an Understanding First™ group or community space contributes to the experience of everyone else within it.
Participants are asked to communicate respectfully and to respect the privacy, experiences and boundaries of others.
Please do not share another participant's personal information, story, comments or contributions outside the space without their permission.
Abusive, threatening, discriminatory, deliberately disruptive or seriously inappropriate behaviour may result in action being taken to protect participants and the integrity of the space.
Depending on the circumstances, this may include a conversation about the behaviour, appropriate boundaries being established, or access being restricted or withdrawn.
Any action taken will be considered reasonably and in accordance with the Terms & Conditions and applicable law.
Technology
Understanding First™ takes reasonable care to provide reliable access to online programmes, resources, events and services.
Occasionally, technology does not behave as any of us would like.
If a technical problem occurs on our side, we will take reasonable steps to resolve it and, where appropriate, provide an alternative way to access the affected content or experience.
We cannot ordinarily take responsibility for problems caused solely by a participant's own internet connection, device, software or other circumstances outside our reasonable control.
This does not affect your statutory rights where a digital product or service supplied by Understanding First™ does not conform to the contract.
Accessibility & Additional Support
I want people engaging with Understanding First™ to be able to participate as comfortably as reasonably possible.
If you have an accessibility requirement or practical need that may affect your participation in a programme, event or private service, please contact us.
Where a reasonable adjustment or alternative arrangement can be made, we will do our best to help.
You do not need to provide more personal or medical information than is reasonably necessary for us to understand the practical support you are requesting.
Exceptional Circumstances
Life happens.
Sometimes circumstances arise that simply do not fit neatly into a policy.
If something significant or unexpected affects your ability to participate in something you have purchased, please contact us.
We cannot promise that an exception, transfer, credit or alternative arrangement will always be possible, particularly where costs have already been incurred or a programme or service has been substantially delivered.
But where there is room to find a fair and reasonable solution, the circumstances will be considered thoughtfully.
Any discretionary arrangement is additional to, and does not replace, your statutory consumer rights.
If Something Goes Wrong
If you are unhappy with a product, programme, service or experience, please contact us.
We would much rather know about a problem and have the opportunity to understand what has happened and, where appropriate, put it right.
Please include enough information for us to identify your purchase or booking and understand your concern.
We will aim to:
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listen carefully;
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respond respectfully;
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consider the circumstances fairly; and
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provide a clear response or next step.
Where you have a statutory remedy in relation to a product, digital content or service, nothing in this policy prevents you from exercising that right. Irish consumer law provides remedies where supplied digital content or services do not conform to the contract, including in qualifying circumstances repair/remedy, price reduction or termination/refund.
Privacy
Any personal information you provide when contacting us about a booking, purchase, complaint or exceptional circumstance will be handled in accordance with our Privacy Policy.
Please share only the information reasonably necessary for us to understand and respond to your request.
Contact
For customer-care questions or concerns, please contact:
Karen Mullally / Understanding First™
Email: kmunderstandingfirst@gmail.com
We will respond as soon as reasonably possible.
A Final Note
My intention has never been simply to create work that people purchase.
I want to create a business people can trust.
That means being clear about what I offer, thoughtful in how I deliver it, and fair in the way I respond when life does not go quite to plan.
Thank you for helping create a community built on kindness, respect and understanding.
Karen