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FAQ & Policies

Do you offer refunds on your programs or a guarantee they will save my marriage?
Due to the non-returnable nature of my online programs and the potential for buyer abuse in this digital age, I have a general no-refund policy. My products provide exceptional value for the cost, course pages contain an accurate description of contents, the platform is reliable, and the payment process is secure with anti-fraud measures in place – all of this means that buyers are able to make an informed and responsible purchase. Marriage SOS is not a free service and reserves the right to take appropriate action against those who exploit its products. That being said, if you feel your situation is unique or that you should be exempted from this no-refund policy by law or for any reason, you may contact CustomerSupport@Debramacleod.com for fast, friendly help. I want you to be satisfied with your purchase. As for a guarantee – no matter what anyone tells you, there is no guarantee that any approach or service can save a troubled marriage, and I cannot offer you one. After all, if you’re here, you’re dealing with some tough issues. What I can say, however, is that I have done my best to provide content that I feel is widely relevant, adaptable and usable, and that has proven successful for past clients.
I need tech support / can't sign-in to my course. How can I get help quickly?
Please visit the Tech Support page where you can troubleshoot the problem and contact customer support for fast, personalized help. The platform is monitored on a daily basis andincoming email is regularly checked, so someone will respond to you ASAP! We know you are frustrated and we really do want to help.
I previously purchased a program, but now I can’t access or find my account / course. What happened?
There may be multiple reasons. A common reason is having incorrectly entered an email address or password at the time of account creation. In such cases, you’ll be able to access your account initially, but you won’t be able to sign back in. If you believe this may have happened, please contact customersupport@debramacleod.com. Another reason may be that your course has naturally expired (enrollments of streaming programs are for a one-year period); however, we are happy to offer free re-enrollments of active programs with proof of purchase. If you have questions in this regard, please contact CustomerSupport@debramacleod.com for fast, friendly help.
I purchased the wrong program. What can I do?
Don’t panic! Just email CustomerSupport@Debramacleod.com and we will work with you to make it right.
What is your method and background?
When you’re reaching out for relationship help, it’s important to be proactive and informed, and to find the right approach, service and practitioner for your circumstances – you do have choices. My background is in marital mediation and relationship coaching. You can learn more about me on the About Debra page. For more information on my method and “Fair, but Aware” approach, please click here .
Will you give me advice or tell me what to do in my situation?
No to both. What I will do is provide you with a general inventory of insights, ideas, tips and strategies that have proven to be useful to my past clients, and present these in the context of a “typical” marriage problem such as an affair or chronic arguing; however, it is up to you to decide what information is relevant and appropriate in your specific situation, and how you might use or adapt it. For more information on my method, please click here.
Who should NOT use your service?
My service (including telephone consults, programs, books and articles) is not psychological counselling or therapy, and is therefore unsuitable in cases that involve any kind of abuse in the marriage or home (whether physical, emotional, verbal or sexual). It is similarly unsuitable in cases of mental illness/disorder, trauma, addiction, serious emotional distress or where crisis intervention is indicated. Those in such situations must consult the appropriate resource (i.e. the police and/or a lawyer, or a mental health practitioner) as soon as possible. Programs, books and articles are informational and reflective in nature: they do not and cannot provide advice or help on an individual basis.
Will my online payment be secure? Will my email receipt and credit card statement show purchase details?
Yes to all. Payments are securely processed by Stripe or PayPal, both of which use fraud filters to authenticate purchases. This protects our customers and our company. Your email order confirmation and your credit card statement will show your purchase from Marriage SOS / Debra Macleod. If you pay via a PayPal account or your credit card is set up for purchase alerts, any linked email addresses will receive notification of the purchase. If you wish to make a discreet purchase, you may wish to try a prepaid card / gift card.
Can I use a prepaid card to make a discreet purchase?
Our payment processor(s) are set up to accept prepaid cards / gift cards from major companies including Visa, Mastercard, Amex and Discover, so this should work and has worked for other purchasers. That being said, we cannot guarantee this (or any other payment method) will work in all jurisdictions or situations.
Do I take the course alone or with my spouse? Should I ask my spouse to take a course (i.e. if he/she is having an affair)?
In an ideal situation, spouses will work together, honestly and eagerly, to move past their marriage problems; however, that doesn’t always happen, at least not right away. That’s where these programs come in. Each crash course/audio program is designed to be taken by an individual spouse, not by both partners. The insights and strategies in each course are tailored for one spouse’s particular circumstances and will not be relevant, or helpful, to both spouses. For example, the Overcoming Infidelity // For Betrayed Spouses course should only be taken by the betrayed spouse – that is who the content is specifically written for, and it can be counterproductive for the other partner to receive this content (remember, your course is your “secret weapon” in the fight for your marriage). If the spouse who committed the infidelity wishes to participate, he/she can take the Overcoming Infidelity // For Spouses Who Stray course; however, he/she must take the initiative to do this without pressure (or pleading) from you. You should never pressure a reluctant spouse to participate. That will backfire every single time. You are better off to focus on your own program, as that can be the pivot point in all of this. The only exception to this “one spouse” rule is the New You, Renewed Marriage // Improving Interactions & Intimacy course: this course can be used by one spouse working alone or by both spouses, if they feel the material is relevant to both of them.  If you do both choose to take this course, however, I still recommend you take turns listening to it instead of listening together. A solo approach tends to foster a more open-minded, less defensive mood.
Do you bring up religion?
Although I welcome and respect clients of different faiths, this is not a religious service and religion will not be discussed during consultations. None of my crash courses contain any religious content.
Do you work with same-sex couples?
Yes, of course. A heads up, through – my books and programs do use gender-specific wife / husband language and examples, in addition to the gender-neutral spouse / partner. If you are in a same-sex marriage or relationship and wish to enroll in a course, I’d encourage you to look past that and focus instead on the behaviors, insights and strategies described. Ultimately, marriage problems (and solutions) are about behavior and choices, not gender or sexual orientation. For the record, I do plan to offer more gender-neutral products in the future to better and more respectfully serve my same-sex clients and course-takers.
My spouse has asked for a divorce. Should I still buy your course?
That’s up to you. Do you want to accept it or do you want to try something else?  I do not offer “scammy” guarantees that my courses will save your marriage.  What I can tell you is that the insights and strategies you will hear in my course can be used, and used effectively, at any stage of the separation process. I can also tell you that they are significantly less costly than a divorce. I wish you luck, but I’m afraid that’s all I can say.  I provide an excellent product that has turned countless marriages around; however, I do not offer grandiose promises to people who are already struggling in their lives.
How do I book and prepare for a telephone session? Do you talk to couples together or one-on-one?
Telephone sessions are booked online via the Telephone Sessions page. Before booking, please review this website to ensure you understand my method (i.e. this is not psychological counselling). You don’t need to do anything special to prepare for a session; however, you will want to find a private place to talk, whether that’s in your car, at your desk or on your couch. You may also want to jot down in advance any specific questions you want to ask me. Although we will cover as much as possible during your session, sometimes a question can slip a person’s mind. I consult with clients on a one-on-one basis via telephone sessions. If by chance you and your spouse are doing this together, I will speak with each of you during separate appointments: that is how my style of marital conflict resolution works. This allows me to a) assess the situation in the fastest and most straightforward way and b) offer tailored suggestions to each partner so that they can each do their part and work “as a team” to save the relationship. In most instances, however, I am working only with one partner – the one who is taking the initiative to improve the marriage. Reaching out for help on your own is much more effective than forcing, threatening or begging an unwilling spouse to participate. There is much you can learn and much you can try on your own to initiate a positive change.
I had a telephone session booked but I think I missed your call / forgot about the appointment. What should I do?
Please note that my incoming call will be private and will not show caller ID: also, for privacy reasons, I will not leave a message if you do not answer. I make two attempts to call clients at the scheduled time and at the phone number they provide.  Yet every now and then, a client forgets about an appointment…and confusion ensues! If you think you missed my call, please email customersupport@debramacleod.com. If there is sufficient time left to have the appointment, or if I happen to have some extra time that day, we may be able to make it work; however, 24 hours cancellation notice is required for a refund. We can also reschedule, so don’t panic!
I had a telephone session booked for 1 pm but it's 1:15 pm and you haven’t called. What should I do?
Please note that my incoming call will be private and will not show caller ID: also, for privacy reasons, I will not leave a message if you do not answer. I make two attempts to call clients at the scheduled time and at the phone number they provide. Yet every now and then, a client inadvertently enters their wrong or incomplete telephone number or their incorrect time zone when booking…and confusion ensues! If you did enter everything correctly but I haven’t called, it may be that I’ve been abducted by aliens…or more likely, that some unforeseen happenstance has come up (i.e. power outage, personal emergency, etc.).  If that is the case, please know that I will be in touch as soon as I possibly can via email or phone to offer my sincerest apologies and your options to reschedule or receive a refund. Be assured that I only cancel appointments if absolutely necessary: I know you have arranged your schedule around this appointment, and I respect your time and efforts.
How can I reschedule or cancel a telephone session? What is your cancellation policy?
Please note that 24 hours cancellation notice is required to receive a refund. If you need to cancel or reschedule an appointment, email customersupport@debramacleod.com
Is your service only for married people? Are you married?
I respect the lifestyle choices of all individuals and couples, and happily consult with those who are married, living together or dating. Similarly, my courses apply to both marriage and cohabiting situations. And yes, I am married and have been so for many years. My husband and I have a son. It is a first marriage for both of us.
Do you offer video sessions (e.g. Zoom) as well as telephone sessions?
Because video conferencing services can still be unreliable, and because poor or unpredictable service – like a frozen screen – can disrupt the flow and focus of a consult, I do not currently offer this service.
Are your services covered by my work insurance plan?
There are many different insurance companies and plans out there – you will have to check with your plan administrator. (My credentials can be found on the About Debra page.)
What are your fees?
Current fees are listed in USD on product / program pages, and on the telephone sessions page. Applicable taxes and/or long-distance charges are included in the fee.
Where can I find your Terms of Use and other policies (i.e. refund policy, privacy policy)?
You can find full Terms of Use, including all associated policies, by clicking here. If you have enrolled in a crash course or booked a telephone session, you would have been asked to review and agree to these terms in advance.