1. About these terms
These Terms of Service ("Terms") govern your use of lancemulu.com (the "Website") and any services purchased from Lance Mulu, trading as Lance Mulu Consulting, based in Auckland, New Zealand ("I", "me", or "my").
By accessing this Website or purchasing a service, you agree to be bound by these Terms. If you do not agree, please do not use this Website or purchase any service.
These Terms should be read alongside my Privacy Policy, which forms part of the agreement between us.
2. Services offered
Lance Mulu Consulting offers the following services to real estate agents, mortgage brokers, financial advisers and other professionals:
- Free 15-minute call — a no-obligation introductory call to assess where you are, what you're working toward, and whether working together makes sense.
- One-to-one coaching (Channel Launch) — a fixed-scope coaching package to plan, script, film, edit and publish your first videos and set up your AI workflow. I take on a limited number of Channel Launch clients each month. Before you pay, I confirm the scope with you in writing (your "written scope"), including the number of sessions, any support between sessions, the timeframe, and the price.
- Brand Readiness Quiz — a free 10-question assessment available on this Website to help identify where your personal brand stands and what to prioritise.
- Free resources — including educational content, guides, videos, and tools provided at no charge via the Website, YouTube, or email.
- Online community — a paid membership community for professionals building their brand with YouTube and AI. This offer is not yet open. These Terms will be updated with membership, billing and cancellation terms before it launches.
Important: All services provided by Lance Mulu Consulting are educational and strategic in nature. They do not constitute financial advice, mortgage broking, credit assistance, legal advice, or real estate agent services as defined under New Zealand or Australian law. See Section 4 for full details.
3. Eligibility
Services are available to individuals aged 18 years and over. Services are primarily designed for real estate agents, mortgage brokers and financial advisers operating in Australia and New Zealand; however, eligibility is not restricted by location unless otherwise stated.
By purchasing a service, you confirm that you meet these eligibility requirements. I reserve the right to decline any application or service request at my sole discretion, including where I determine the service is not appropriate for your situation. If an application is declined, any payment received will be refunded in full.
4. Educational nature of services — important disclaimer
This is the most important section of these Terms. Please read it carefully.
The services, content, and guidance provided through Lance Mulu Consulting are based on Lance Mulu's past experience as a licensed mortgage broker and real estate agent in New Zealand. Lance Mulu is not currently licensed as a mortgage broker, financial adviser, credit representative, or real estate agent in New Zealand or Australia.
Accordingly, nothing provided — whether through a paid session, free resource, written content, video, email, or any other format — constitutes:
- Financial advice under the Financial Markets Conduct Act 2013 (NZ), or financial product advice under the Corporations Act 2001 (Cth)
- Credit assistance under the Credit Contracts and Consumer Finance Act 2003 (NZ), or the National Consumer Credit Protection Act 2009 (Cth)
- Real estate agent services under the Real Estate Agents Act 2008 (NZ), or any applicable Australian state or territory legislation
- Legal advice of any kind
- A guarantee of any financial outcome, business result, or lead generation outcome
All content and guidance is intended for educational, training, and personal brand development purposes only. Participants should always engage appropriately licensed professionals — including a licensed mortgage broker, financial adviser, solicitor, or real estate agent — for formal advice specific to their situation.
By purchasing a service, you acknowledge that you have read and understood this disclaimer, and that you are not relying on Lance Mulu Consulting as a substitute for licensed financial, legal, or property advice.
5. Booking and enrolment
Free 15-minute calls are booked through Calendly via the booking page linked on this Website. No payment is required.
Channel Launch. If we agree after a call that Channel Launch is a good fit, I will send you your written scope and a secure payment link or invoice. Your place is confirmed once payment is received, and we then book your sessions. Because places are limited each month, a place is only held once it has been paid for.
Sessions must be used within the timeframe set out in your written scope (normally 90 days from your first session). If illness, bereavement or another serious reason prevents you from attending, let me know and I will extend the timeframe by a fair amount. Sessions not used within the timeframe (including any extension) expire.
Lance Mulu reserves the right to cancel any booking at his sole discretion, including where he determines the service is not appropriate for your situation. In such cases, any payment received for the part of the service not yet delivered will be refunded in full.
Where a future group program or community intake is announced, enrolment will be confirmed upon receipt of full payment (or first instalment, where a payment plan has been agreed in writing) and a written confirmation from Lance Mulu.
6. Payment terms
Currency. One-to-one coaching is priced in New Zealand dollars (NZD) for clients based in New Zealand and in Australian dollars (AUD) for clients based in Australia. Clients based elsewhere are quoted in US dollars (USD) unless we agree otherwise. Community membership is priced in US dollars (USD). The currency and amount are always shown on your written scope, invoice or checkout page before you pay. If your card is in a different currency, your bank may charge conversion or international transaction fees; these are your responsibility.
GST. Prices include GST where GST applies. Your invoice or receipt will show any GST charged.
How to pay. Payment is made by card through Stripe, a secure third-party payment provider, using a checkout link, an invoice issued through Stripe, or the booking page. By making a payment, you also agree to Stripe's terms of service available at stripe.com/legal. I do not see or store your full card details. Unless your written scope says otherwise, Channel Launch is paid in full before the first session.
Current pricing for each service is as listed on the Website or quoted to you in writing at the time of purchase. Where a payment plan is available and agreed upon in writing:
- All instalments must be completed as scheduled regardless of participation level
- Failure to complete scheduled payments may result in suspension of access to services
- Outstanding balances remain due in full
7. Cancellation and rescheduling
The following policy applies to each scheduled one-to-one session and coaching call. Refunds for a whole Channel Launch package are covered in Section 8.
- Rescheduling with more than 48 hours' notice: You may reschedule at no charge by contacting me at lance@lancemulu.com.au at least 48 hours before the scheduled time.
- Rescheduling with less than 48 hours' notice: You may make one late reschedule per package at no charge. After that, I will make reasonable efforts to accommodate you; however, I reserve the right to treat the session as delivered where reasonable notice was not provided.
- No-show (failure to attend without notice): The session will be treated as delivered and no refund will be issued for it.
- Cancellation by me: If I need to cancel or move a session, I will notify you as soon as practicable and offer a new time or a refund for that session, at your choice.
Nothing in this section limits any right you have under the Consumer Guarantees Act 1993 (NZ), the Fair Trading Act 1986 (NZ), the Australian Consumer Law, or other applicable consumer protection law, to the extent those laws apply to you (see Section 9).
8. Refund policy
Subject to your rights under applicable consumer law (see Section 9), the following refund terms apply to Channel Launch:
- Before your first session: You may cancel for any reason and receive a full refund.
- Fit check after your first session: If you decide the coaching is not right for you, tell me in writing within 7 days after your first session and I will refund the full fee, less the cost of the first session (the fee divided by the number of sessions in your written scope).
- After that: Fees are not refundable for a change of mind. You may still reschedule your remaining sessions within your timeframe under Section 7.
- If I can't deliver: If I end the engagement, or I am unable to deliver the sessions in your written scope within the timeframe, I will refund the fee for every session not delivered.
Refund terms for the online community will be published here before it opens.
Refund requests should be directed to lance@lancemulu.com.au with your name, purchase date, and reason for request. Approved refunds will be processed within 5–10 business days to the original payment method, in the currency you paid.
9. Consumer guarantees
Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Consumer Guarantees Act 1993 (NZ), the Fair Trading Act 1986 (NZ), the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), or any other law that applies to you and cannot be excluded by agreement.
Business purchases in New Zealand. My paid services are designed for professionals who buy them for their business. If you are in New Zealand and acquire a service for the purposes of a business, you and I agree, as permitted by section 43(2) of the Consumer Guarantees Act 1993, that the Consumer Guarantees Act 1993 does not apply to that service. We agree this is fair and reasonable because the service is business coaching bought for your business, its scope and price are confirmed in writing before you pay, and you keep the refund rights in Section 8. This does not affect your rights under the Fair Trading Act 1986. If you buy a service for personal rather than business use, the Consumer Guarantees Act 1993 applies in full.
Australia. If you are in Australia, the consumer guarantees in the Australian Consumer Law apply to my services wherever that law says they do, and they cannot be excluded. Where a service is not of a kind ordinarily acquired for personal, domestic or household use, my liability for a failure to comply with a consumer guarantee is limited, to the extent the Australian Consumer Law allows, to supplying the service again or paying the cost of having the service supplied again.
10. What is included — and what is not
Each service includes what is described on the Website or in your written scope at the time of purchase. Support between sessions is limited to what your written scope describes. Lance Mulu Consulting reserves the right to adjust session formats, tools demonstrated, or delivery methods where circumstances require, provided the overall scope and value of the service is maintained.
Services do not include:
- Financial advice, credit advice, or mortgage broking services of any kind
- Real estate agency services or property advice
- Legal advice
- Done-for-you content creation, video editing, website development, or brand design (unless separately agreed in writing)
- Guaranteed outcomes, lead volumes, revenue results, view or subscriber numbers, or client acquisition targets
11. No guarantee of results
All programs and coaching sessions are educational and strategic in nature. Results depend entirely on the participant's own effort, consistency, market conditions, and individual circumstances. Lance Mulu Consulting makes no guarantee — express or implied — regarding income levels, client acquisition, lead generation, audience growth, or any other business outcome.
Testimonials and case studies shared on the Website represent individual experiences and are not a guarantee that other participants will achieve similar results.
12. Intellectual property
All content on this Website and delivered through any program — including the BUILD Framework™, course materials, scripts, AI prompts, worksheets, templates, videos, and written content — is owned by or licensed to Lance Mulu Consulting and is protected by New Zealand, Australian, and international intellectual property laws.
Participants are granted a personal, non-transferable licence to use materials provided during a program for their own professional development. You may not:
- Reproduce, distribute, or republish program materials without written permission
- Resell or sub-licence any materials or frameworks
- Use program materials to create competing products or services
- Record sessions without prior written consent from Lance Mulu
The BUILD Framework™ is a proprietary framework developed by Lance Mulu Consulting. Unauthorised commercial use of this name or framework is prohibited.
Your own brand content, videos, business name, and intellectual property remain entirely your own. Nothing in these Terms transfers ownership of your content to Lance Mulu Consulting.
13. Confidentiality
Information you share during any paid session or program is treated as confidential. I will not disclose your personal situation, business details, or session content to any third party except:
- Where you have given your explicit consent
- Where required by law or a court order
- In anonymised, non-identifiable form for the purpose of creating educational content
Any materials, frameworks, or proprietary content shared during a session are for your personal professional use only and are not to be distributed or used commercially.
14. Participant conduct
All participants are expected to engage respectfully in any session or community channel. Lance Mulu Consulting reserves the right to end any coaching engagement or community membership if a participant's conduct is disruptive, disrespectful, or harmful. If I end a coaching engagement for this reason, I will refund the fee for any sessions not yet delivered.
15. Limitation of liability
To the maximum extent permitted by applicable law, Lance Mulu Consulting's total liability to you for any claim arising from these Terms or any service shall not exceed the total amount paid by you for the relevant service.
Lance Mulu Consulting is not liable for any indirect, consequential, incidental, or special damages arising from your use of the Website or participation in any program, including but not limited to:
- Loss of revenue, clients, or business opportunities
- Reliance on any content, tool, or framework provided on this Website or in any program
- Any failure, delay, or interruption in the delivery of a service beyond my reasonable control
- Decisions made by third parties as a result of brand or content strategies developed in any program
This limitation does not apply where loss or damage is caused by my fraud, wilful misconduct, or negligence, or where the Consumer Guarantees Act 1993 (NZ), the Fair Trading Act 1986 (NZ), or the Australian Consumer Law prevents such limitation.
16. Website use and conduct
When using this Website, you agree not to:
- Use the Website for any unlawful purpose or in a way that violates these Terms
- Attempt to gain unauthorised access to any part of the Website or its systems
- Transmit any harmful, offensive, or misleading content through any form or communication channel on this Website
- Misrepresent your identity or eligibility when booking or enquiring about a service
- Reproduce or commercialise any content, tool, or framework from this Website without permission
Lance Mulu Consulting reserves the right to suspend or terminate access to the Website at any time without notice.
17. Third-party links
This Website may contain links to third-party websites and services (such as YouTube and Calendly) for your convenience. Lance Mulu Consulting does not endorse or take responsibility for the content, privacy practices, or terms of any third-party website. Visiting third-party links is at your own risk.
18. Changes to these terms
I may update these Terms from time to time to reflect changes in my services, applicable law, or business practices. Any changes will be posted on this page with an updated date. Your continued use of this Website or purchase of services after any change constitutes acceptance of the updated Terms.
For paid services already in progress at the time of a change, the Terms that applied at the time of purchase will continue to govern that engagement unless we agree otherwise in writing.
19. Governing law
These Terms are governed by the laws of New Zealand. Any dispute arising from these Terms or the use of this Website will be subject to the exclusive jurisdiction of the courts of New Zealand, unless you are a consumer and applicable law provides otherwise. Where possible, disputes should first be raised directly with me in good faith with a view to resolution without legal proceedings.
Participants based in Australia acknowledge that by purchasing a service, they are contracting with a New Zealand-based business and agree that these Terms are governed by the laws of New Zealand, without prejudice to any non-excludable right, guarantee, or remedy available to them under the Australian Consumer Law.
20. Contact
If you have any questions about these Terms, wish to request a refund, or want to raise a concern, please contact me directly: