Refund Policy
Last Updated: January 15, 2025
Important: Please read this Refund Policy carefully before purchasing services. This policy explains the circumstances under which refunds may be issued for SpeakPro Fukuoka coaching services.
1. Overview
At SpeakPro Fukuoka, we are committed to providing high-quality professional communication coaching services. We understand that circumstances may arise requiring cancellation or refund requests. This Refund Policy outlines our procedures and eligibility criteria for refunds.
By purchasing our services, you acknowledge and agree to this Refund Policy. This policy should be read in conjunction with our Terms and Conditions.
2. Satisfaction Guarantee
We stand behind the quality of our coaching services. If you are not satisfied with your first coaching session, you may request a full refund within 48 hours of the session completion. This guarantee applies only to:
- First-time clients
- Initial single coaching sessions
- The first session of multi-session packages
To qualify for this guarantee, you must have:
- Attended the full session
- Actively participated in coaching activities
- Provided specific feedback about dissatisfaction
This guarantee does not apply to no-shows, late cancellations, or partial attendance.
3. Refund Eligibility by Service Type
3.1 Single Coaching Sessions
| Timeframe |
Refund Amount |
Conditions |
| More than 48 hours before session |
100% refund |
Full refund minus processing fees |
| 24-48 hours before session |
50% refund |
Cancellation fee applied |
| Less than 24 hours before session |
No refund |
Session forfeited |
| No-show |
No refund |
Full payment retained |
3.2 Multi-Session Packages
Before First Session:
- Cancellation more than 7 days before first scheduled session: 100% refund minus processing fees
- Cancellation 3-7 days before first session: 75% refund
- Cancellation within 3 days of first session: 50% refund
After Starting Package:
- After the first session, refunds are calculated based on unused sessions at the per-session rate
- Completed sessions are charged at the standard single-session rate (not package rate)
- The difference between package price and calculated used sessions determines refund amount
- Minimum 20% administrative fee applies to partial package refunds
Example Calculation:
6-session package purchased at $900 ($150/session package rate)
- Standard single session rate: $200
- Completed: 2 sessions × $200 = $400
- Administrative fee: 20% of remaining balance
- Refund: $900 - $400 - (20% × $500) = $400
3.3 Corporate Programs and Custom Services
Refund terms for corporate programs and custom consulting services are specified in individual service agreements. Generally:
- Initial deposit: Non-refundable after work begins
- Cancellation before program start: 50% refund if more than 30 days notice, 25% if 14-30 days
- Cancellation after program start: Prorated refund based on completed sessions minus administrative fees
4. Non-Refundable Items
The following are non-refundable under all circumstances:
- No-shows: Failure to attend scheduled sessions without prior notice
- Late arrivals: Shortened sessions due to client lateness
- Consultation fees: Initial assessment and consultation charges
- Materials and resources: Downloaded materials, workbooks, or proprietary content
- Recording fees: Video recording and analysis services already performed
- Third-party services: External assessment tools or software subscriptions purchased on your behalf
- Administrative fees: Processing and booking fees
5. Special Circumstances
5.1 Medical Emergencies
In cases of serious illness, injury, or medical emergency preventing session attendance, we may waive standard cancellation policies. You must provide:
- Written documentation from a licensed medical provider
- Notification as soon as reasonably possible
- Documentation submitted within 7 days of missed session
Approved medical emergencies may result in:
- Session rescheduling without penalty
- Extension of package expiration date
- Partial refund at our discretion
5.2 Family Emergencies
For documented family emergencies (death of immediate family member, family medical crisis), similar consideration may be given on a case-by-case basis.
5.3 Force Majeure
If we must cancel sessions due to circumstances beyond our control (natural disasters, public health emergencies, etc.), you will receive:
- Option to reschedule at no additional charge
- Full credit toward future services
- Full refund if rescheduling is not feasible
6. Service Issues and Complaints
If you experience issues with service quality or delivery, we encourage you to contact us immediately. We are committed to resolving concerns and may offer:
- Complimentary additional session to address concerns
- Assignment to different coach if compatibility is an issue
- Customized approach to better meet your needs
- Partial or full refund if resolution cannot be achieved
Service complaints must be submitted within 7 days of the session in question to be eligible for consideration.
7. Refund Request Process
7.1 How to Request a Refund
To request a refund, please follow these steps:
- Submit written request: Email [email protected] with "Refund Request" in subject line
- Include required information:
- Your full name and contact information
- Service purchased and payment date
- Reason for refund request
- Supporting documentation if applicable
- Wait for review: We will review your request within 5 business days
- Receive decision: You will be notified of approval or denial with explanation
7.2 Review Process
All refund requests are reviewed individually. We consider:
- Reason for request
- Timing of request
- Service utilization
- Previous cancellations or refund requests
- Supporting documentation
- Special circumstances
7.3 Processing Timeline
If your refund is approved:
- Review and approval: 5 business days
- Processing: 3-5 business days after approval
- Return to original payment method: 5-10 business days depending on financial institution
- Total timeframe: Approximately 2-3 weeks from initial request
8. Payment Method and Currency
Refunds will be issued to the original payment method in the same currency as the original transaction. We cannot issue refunds to different payment methods or in different currencies.
Processing fees charged by payment processors (typically 2-3%) may be deducted from refunds.
9. Package Expiration
Multi-session packages are valid for:
- 6-session packages: 6 months from purchase date
- 12-session packages: 12 months from purchase date
- Custom packages: As specified in service agreement
Unused sessions after expiration date are forfeited with no refund. Extensions may be granted for documented medical or family emergencies.
10. Promotional and Discounted Services
Services purchased at promotional or discounted rates are subject to additional restrictions:
- Refunds calculated based on promotional price paid, not standard rates
- Some promotional offers may be non-refundable (clearly stated at time of purchase)
- Gift certificates and vouchers are non-refundable
- Free sessions or complimentary services have no refund value
11. Disputes and Appeals
If you disagree with a refund decision, you may:
- Request detailed explanation of decision
- Provide additional information or documentation
- Request review by senior management
- Submit formal complaint in writing
Final decisions on refund appeals will be made by company management within 10 business days.
12. Rescheduling vs. Refunds
We encourage rescheduling over cancellation when possible. Rescheduling policies:
- More than 24 hours notice: Reschedule without penalty
- 12-24 hours notice: One-time courtesy reschedule per package
- Less than 12 hours: Subject to availability and may incur rescheduling fee
Rescheduling does not extend package expiration dates unless approved for special circumstances.
13. Changes to Refund Policy
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 update
- Not affect services already purchased under previous policy terms
We recommend reviewing this policy before each purchase.
14. Contact Information
For refund inquiries, email is the preferred contact method to ensure proper documentation and tracking.
15. Acknowledgment
By purchasing services from SpeakPro Fukuoka, you acknowledge that you have read, understood, and agree to this Refund Policy. If you have questions about this policy before making a purchase, please contact us for clarification.