Refund Policy

At Speaking Excellence Center, we are committed to providing high-quality coaching services and ensuring client satisfaction. This Refund Policy explains our policies regarding refunds, cancellations, and satisfaction guarantees for our interview preparation, public speaking, and oratory coaching services.

Please read this policy carefully before purchasing our services. By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy.

1. General Refund Policy

Our refund eligibility depends on several factors including the type of service purchased, timing of the refund request, and specific circumstances. We evaluate each refund request individually while adhering to the guidelines outlined in this policy.

1.1 Our Commitment

We strive to:

• Provide transparent and fair refund policies
• Process refund requests promptly and professionally
• Address client concerns and dissatisfaction proactively
• Maintain high standards of service quality
• Handle all refund requests in accordance with applicable consumer protection laws

2. Consultation and Initial Session Refunds

2.1 Free Initial Consultations

We offer complimentary initial consultations to help prospective clients:

• Understand our coaching approach and methodologies
• Discuss specific goals and challenges
• Determine if our services are a good fit
• Review service options and pricing

No payment is required for initial consultations, so no refund applies.

2.2 Paid First Session

If you are unsatisfied with your first paid coaching session, you may request a full refund within 48 hours of the session completion, provided:

• The request is made in writing via email to [email protected]
• You provide specific feedback about your concerns
• The session was attended as scheduled (refund not available for no-shows)
• No previous refunds have been issued to you

3. Single Session Refunds

3.1 Before Session Occurs

For individual sessions purchased separately:

• More than 48 hours before scheduled session: Full refund minus processing fee ($25)
• 24-48 hours before scheduled session: 50% refund
• Less than 24 hours before scheduled session: No refund; session may be rescheduled one time

3.2 After Session Occurs

Refunds are generally not available after a session has been completed, except:

• First session satisfaction guarantee (see Section 2.2)
• Technical issues preventing session completion (see Section 7)
• Coach cancellation or unavailability (full refund or reschedule)

4. Package and Multi-Session Program Refunds

4.1 Before Any Sessions Begin

For coaching packages (multiple sessions purchased together):

• Within 7 days of purchase, before first session: Full refund minus processing fee ($50)
• 8-14 days after purchase, before first session: 75% refund
• More than 14 days after purchase, before first session: 50% refund

4.2 After Program Has Started

Once you have attended one or more sessions in a package:

• Used sessions are non-refundable and will be charged at the single-session rate
• Unused sessions may be refunded at 50% of their pro-rated value
• Refund calculation: [Total Package Price - (Completed Sessions × Single Session Rate) - Processing Fee] × 50%
• Minimum 30-day advance notice required for package cancellation

4.3 Package Refund Example

5. Group Workshops and Training Programs

5.1 Workshop Registration Refunds

• 30+ days before workshop: Full refund minus $50 administrative fee
• 15-29 days before workshop: 75% refund
• 7-14 days before workshop: 50% refund
• Less than 7 days before workshop: No refund; credit toward future workshop may be offered

5.2 Workshop Cancellation by Company

If we cancel a workshop or training program due to insufficient enrollment or other reasons:

• Full refund of all fees paid
• Option to transfer registration to alternative date or program
• Priority notification of future similar workshops

6. Special Circumstances

6.1 Medical or Emergency Situations

We understand that unexpected circumstances arise. In cases of serious illness, medical emergency, or family emergency:

• Provide documentation (medical certificate, official notice, etc.)
• Contact us as soon as reasonably possible
• We will work with you to reschedule sessions or provide appropriate refund
• Case-by-case evaluation with flexibility and compassion

6.2 Military Deployment or Relocation

For active military personnel who receive deployment or permanent relocation orders:

• Provide copy of official orders
• Full refund for unused sessions (minus completed session costs)
• No processing fees for military-related cancellations

6.3 Force Majeure

In events beyond our control (natural disasters, pandemics, government restrictions, etc.) that prevent service delivery:

• Services will be rescheduled when possible
• Virtual alternatives will be offered when appropriate
• If services cannot be delivered within reasonable timeframe, full refund provided

7. Technical Issues and Virtual Session Refunds

7.1 Technical Problems on Our End

If technical issues on our side prevent a virtual session from occurring or significantly impact quality:

• Full credit for the session (no charge)
• Priority rescheduling at your convenience
• Additional complimentary time to make up for any lost session time

7.2 Technical Problems on Client End

We are not responsible for technical issues on the client side (internet connectivity, equipment malfunction, etc.). However:

• We provide technical setup guidance before first virtual session
• One-time technical issue allowance for rescheduling without penalty
• Repeated technical issues may require switching to phone sessions or in-person format

8. Non-Refundable Items and Services

The following are non-refundable under any circumstances:

• Completed sessions: Sessions that have been delivered and completed
• No-show sessions: Sessions missed without prior cancellation notice
• Downloaded materials: Digital resources, recordings, or materials that have been accessed or downloaded
• Customized materials: Personalized coaching plans, custom presentations, or bespoke content created for you
• Third-party fees: Processing fees charged by payment processors or banking institutions
• Services rendered: Coaching time, consultation, or advice already provided

9. Refund Request Process

9.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit written request: Email [email protected] with "Refund Request" in subject line
2. Include required information:
   • Full name and contact information
   • Service(s) purchased and date(s) of purchase
   • Reason for refund request with specific details
   • Copy of receipt or invoice
   • Supporting documentation if applicable
3. Await review: We will review your request within 3-5 business days
4. Receive decision: You will receive written notification of our decision
5. Processing: If approved, refund will be processed within 7-10 business days

9.2 Review and Appeals

If your refund request is denied:

• You will receive explanation of the reasons
• You may appeal the decision by providing additional information or documentation
• Appeal requests should be submitted within 14 days of denial
• Final decisions on appeals will be made by management

10. Refund Methods and Timing

10.1 Refund Method

Refunds will be issued using the same payment method as the original purchase:

• Credit/Debit Card: Refund credited to original card
• Bank Transfer: Refund returned to original account
• Other Methods: Alternative arrangements as appropriate

10.2 Processing Time

• Review Period: 3-5 business days to review request
• Processing Period: 7-10 business days to process approved refund
• Bank Processing: Additional 3-5 business days for funds to appear in your account (varies by financial institution)
• Total Timeline: Approximately 2-3 weeks from request to receipt of funds

10.3 Partial Refunds

For partial refunds (packages with some sessions completed):

• Calculation will be clearly itemized in writing
• Processing fees and completed session charges will be deducted
• Remaining amount will be refunded according to applicable policy section

11. Satisfaction Guarantee

11.1 First Session Satisfaction Guarantee

If you are not satisfied with your first paid coaching session, we offer a 100% money-back guarantee within 48 hours of session completion (see Section 2.2 for details).

11.2 Ongoing Quality Assurance

Throughout your coaching program:

• Regular feedback opportunities
• Coach matching adjustments if needed
• Curriculum modifications based on progress
• Open communication about concerns or issues

11.3 Dissatisfaction Resolution

If you are dissatisfied with services at any point:

1. Contact us immediately to discuss concerns
2. We will work to address issues through coaching adjustments, coach changes, or program modifications
3. If issues cannot be resolved to your satisfaction, we will discuss appropriate refund options

12. Rescheduling vs. Refunds

12.1 Rescheduling Options

In many cases, rescheduling may be preferable to refunds:

• No financial penalty for rescheduling with adequate notice
• Maintains program continuity and momentum
• Preserves package pricing advantages
• Flexible scheduling to accommodate changing circumstances

12.2 Extended Pause Options

For circumstances requiring extended breaks:

• Program pause available for up to 90 days
• No additional fees for pausing program
• Resume at your convenience within pause period
• Package expiration dates may be extended accordingly

13. Promotional Offers and Discounted Services

13.1 Promotional Refund Terms

Services purchased at promotional or discounted rates:

• Subject to same refund policies as regular-priced services
• Refunds calculated based on amount actually paid
• Promotional discounts cannot be applied retroactively to refunds
• Special terms disclosed at time of promotional purchase apply

13.2 Package Upgrades

If you upgrade from one service package to another:

• Credit issued for unused portion of original package
• Credit applied toward upgraded package price
• Refund policies apply to the upgraded package going forward

14. Disputes and Chargebacks

14.1 Dispute Resolution

Before initiating a chargeback or payment dispute:

• Contact us directly to resolve the issue
• Most concerns can be addressed through direct communication
• Chargebacks initiated without prior contact may result in service suspension
• We maintain detailed records of all services provided

14.2 Chargeback Consequences

If you initiate a chargeback:

• We will provide documentation of services rendered to your financial institution
• Your account may be suspended pending resolution
• If chargeback is found invalid, you may be responsible for additional fees
• Future service eligibility may be affected

15. Gift Certificates and Credit Transfers

15.1 Gift Certificate Refunds

• Gift certificates are non-refundable after purchase
• Unused gift certificates may be transferred to another person
• Gift certificates are valid for 12 months from date of purchase
• No cash value; cannot be redeemed for cash

15.2 Account Credits

Credits issued to your account:

• Valid for 12 months from date of issuance
• Can be applied to any of our services
• Non-transferable and non-refundable
• Will be applied automatically to future purchases

16. Legal Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. Depending on your jurisdiction, you may have additional rights including:

• Right to cancel within cooling-off period
• Right to refund for services not as described
• Right to compensation for defective services
• Right to pursue legal remedies for breach of contract

Nothing in this policy excludes or limits our liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any matter for which it would be illegal to exclude or limit liability

17. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with updated "Last Updated" date
• Apply to purchases made after the effective date of changes
• Not affect refund terms for services already purchased (original terms apply)
• Be communicated to active clients via email when material changes occur

18. Questions and Assistance

We understand that refund situations can be stressful. Our team is here to help answer questions and work with you to find fair solutions. We encourage open communication about any concerns.

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of your agreement with Speaking Excellence Center.