Author: Hubbard, L. R.
Document date: 1963, 23 October
Document title: Refund Policy
Document type: Hubbard Communications Office Policy Letter
Book title: Organization Executive Course
Location: Los Angeles
Publisher: Bridge Publications, Inc.
Description: Hubbard's published refund policy.
In thirteen years involving hundreds of thousands of hours of processing and millions of dollars of income, in any organization where I was assuming direct command I have always promptly and immediately caused to be refunded every penny of the money paid by any person who was dissatisfied with his or her processing. This has been the consistent policy I myself have worked with.
I have only worked then with these three policies:
1. Refund at once in full any refund demanded;
2. Work hard with tech staff to ensure good results;
3. Forbid the sale of further processing to anyone receiving a refund and make the case known to Scientologists.
It is notable that all but one refund were made to persons with histories of insanity who had been accepted unwittingly for processing. 1
Recently Australia was sufficiently remiss in following the Code of a Scientologist as to incur potential legal action. I did not understand why and investigated. The facts resulted in my sending a cable to the Continental Director requesting that he do the usual-refund the money and locate the by-passed charge. The case promptly resolved. What was shocking to me is that he had not immediately refunded, whatever else he did. Of course he was absent when the incident occurred, but still his first thought on finding the matter out should have been to refund the money, not because of threatened legal action, but because AN ORGANIZATION IS BOUND BY THE CODE OF A SCIENTOLOGIST.
A Central Organization is as successful as it gives good technical service.
A tough refund policy injects aberrated stable data against the confusion of bad or poor technical service. A mild refund policy keeps technical on its toes.
The world of Scientology is based on ARC and held together with ARC. Bad technical and tough attitudes concerning the remedy of poor service break down this world.
A refund policy is an agreement type policy. Needful. But it must be very mild indeed or it will stand in lieu of good service.
The new policy then is:
1. Refund any fees when and as demanded whether for training or for processing;
2. Refuse further and all future training or processing to anyone demanding a refund as the condition of refund;
3. If (2) is not acceptable to the person demanding the refund, then do all possible to smooth out the case or training situation;
4. Count only on high technical results in the HGC and Academy to inhibit or reduce demands for refunds.2