Running a heart-centered business doesn’t mean you’ll never face tough money conversations. In fact, the bigger your business grows, the more likely you’ll need to handle refunds, default payments, and awkward client situations. But here’s the thing: these aren’t signs that you’re failing—they’re signs you’re in business.

Let’s walk you through the reality of these sticky moments. Because they’re not just occasional blips—they’re rites of passage that every entrepreneur faces. And with a few tweaks to your systems and mindset, they don’t have to take you down.

Refunds: When to Give Them, When to Say No

There’s no one-size-fits-all rule about refunds. Sometimes, giving a refund is the easiest way to protect your energy. Other times, it’s important to stand firm on your terms.

In the early days of my business, I offered a 60-day money-back guarantee. It felt generous. It felt fair. But then one year, a big launch coincided with the holidays. Christmas Eve, in fact. And suddenly, a wave of refund requests came through—not because people were unhappy, but because they saw an opportunity. They’d attended every live call, downloaded everything, got coached… and then just decided to claim their money back.

That was my turning point.

Since then, I’ve shortened refund windows, drip-fed bonuses, and made it very clear what people get and when. My general rule now? If someone hasn’t had access to everything and it’s early on, within the refund period, I’m happy to refund. But if they’ve clearly participated and used the material, I’m not here to be scammed.

Here are some tips that might help:

• Be super clear in your terms and conditions. How long do they have to request a refund? What disqualifies them?
  
  
• Drip-feed content. Don’t give everything upfront if you offer a refund window.
  
  
• Don’t let fear of a bad review push you around. Bullies usually don’t want their behavior publicized.
  

And remember: you’re allowed to be kind and firm at the same time.

Payment Defaults: Why They Happen and How to Handle Them

Let’s talk payment plans—because they can be amazing for sales, but they also come with headaches.

As your business grows, you will see an increase in defaulted payments. I’ve noticed patterns tied to economic events—interest rate hikes, inflation, and even regional trends. When times get tough, defaults go up. That’s just business.

Some tips if you’re offering payment plans:

• Don’t do it out of guilt. If you’re offering them because you feel bad people can’t afford your prices, make sure you also have the systems and boundaries in place to manage the fall-out.
  
  
• Automate everything. Use tools that send reminders, auto-retry cards, and manage follow-ups. You can even set reminders in software like Xero.
  
  
• Charge admin fees if needed. These reflect the extra time and support involved. Just check the laws in your area first.
  
  
• Consider pre-event payments. For retreats or events, offer plans that finish before the service is delivered.
  

And the truth is, some defaults are just human. People lose cards, forget, or get hacked. Others are avoidable. Either way, it doesn’t mean you’ve done something wrong.

Mindset Shifts That Make It All Easier

Money stuff brings up a lot—from fear of being disliked to imposter syndrome. But your boundaries aren’t mean. They’re necessary.

One of my mentors, Kendall Summerhawk, said something that stuck with me:

“Asking for money should feel as neutral as saying ‘Please pass the salt.’”

That’s what we’re aiming for. Neutral, confident, and clear.

You don’t have to justify yourself. You don’t have to carry everyone else’s stuff. And you definitely don’t have to apologize for being paid for your work.

Bonus Tips for Reducing Refunds and Defaults

💡 Add an “early pay-off” offer. After a few months of a payment plan, offer to waive admin fees if they pay it off in full. It’s great for them and saves you admin later.
💡 Use fake assistants. Seriously. “Dave from accounts” can chase payments while you stay in your zone of genius.
💡 Tighten up your T&Cs regularly. If something’s been unclear or abused, fix it right away.
💡 Be kind—but not at your own expense. You can be empathetic without being exploited.

You Deserve to Get Paid

Ultimately, you’re allowed to ask for your money. You’re allowed to protect your energy, time, and income. And yes—you’re allowed to say no.

These moments aren’t business failures. They’re proof you’re growing. And when they come up, instead of spiraling, just remind yourself: this is normal. You’re not alone. And you’ve got options.

You’re doing great.

🎧 Listen to the full episode of Chill & Prosper here