Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At SpeakWell Academy, we are committed to providing exceptional coaching services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

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

1. General Refund Principles

Our refund policy is based on the following principles:

• Transparency in all refund-related communications
• Fair evaluation of each refund request on its individual merits
• Timely processing of approved refunds
• Clear communication of refund eligibility and timelines

2. Free Consultation Policy

We offer a free initial consultation to help you:

• Understand our coaching approach and methodology
• Discuss your specific goals and challenges
• Determine if our services are the right fit for your needs
• Ask questions about our programs and pricing

This complimentary consultation allows you to make an informed decision before committing to paid services. We encourage all prospective clients to take advantage of this opportunity.

3. Refund Eligibility by Service Type

3.1 Single Coaching Sessions

Refund Terms:

• Before Session: Full refund available if cancelled at least 24 hours before scheduled time
• Less than 24 Hours: No refund; session may be rescheduled subject to availability
• After Session Commencement: No refunds once the session has begun
• No-Show: No refund for missed appointments without advance notice

3.2 Multi-Session Packages

Refund Terms:

• Before First Session: Full refund minus administrative fee (¥5,000 or 5% of package price, whichever is greater)
• After First Session, Before Second: Refund of unused sessions minus 20% administrative fee
• After 50% Completion: No refund for unused sessions; remaining sessions may be transferred to another person with approval
• Package Expiration: No refunds for sessions not used within validity period

3.3 Extended Programs (4+ Weeks)

Refund Terms:

• Within 7 Days of Start: Refund of program fee minus completed sessions and 15% administrative fee
• After 7 Days, Before 25% Completion: Refund for unused portion minus completed sessions and 25% administrative fee
• After 25% Completion: No refund; payment plan modifications may be considered in exceptional circumstances

3.4 Group Workshops and Seminars

Refund Terms:

• More than 14 Days Before Event: Full refund or credit toward future workshop
• 7-14 Days Before Event: 50% refund or full credit toward future workshop
• Less than 7 Days Before Event: No refund; credit voucher valid for 6 months
• Event Cancellation by Us: Full refund or transfer to rescheduled date

3.5 Digital Products and Materials

Refund Terms:

• Within 14 Days of Purchase: Full refund if materials are defective or not as described
• After Access/Download: No refund for digital materials once accessed or downloaded, except in cases of technical defects
• Subscription Services: Refund for current month if cancelled within 7 days; no refund for previous months

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Submit your refund request in writing via email to: [email protected]
2. Include the following information:
   • Your full name and contact information
   • Service(s) purchased and payment date
   • Order or invoice number
   • Reason for refund request
   • Preferred refund method
3. Provide any supporting documentation if applicable

4.2 Processing Timeline

Action	Timeline
Acknowledgment of refund request	Within 2 business days
Review and decision	Within 5-7 business days
Refund processing (if approved)	Within 10 business days of approval
Funds appearing in your account	5-10 business days after processing (depending on payment method)

4.3 Refund Methods

Approved refunds will be issued using the original payment method whenever possible:

• Credit/Debit Card: Refunded to the original card
• Bank Transfer: Returned to the originating account
• Digital Payment Platforms: Credited to the original payment account
• Alternative Methods: Available upon request in special circumstances

5. Non-Refundable Items and Services

The following items and services are non-refundable under any circumstances:

• Completed coaching sessions
• Services rendered in full
• Customized or personalized materials created specifically for you
• Third-party services or materials purchased on your behalf
• Administrative or processing fees
• Missed appointments without 24-hour notice
• Services cancelled after commencement
• Expired package sessions beyond validity period

6. Satisfaction Guarantee

7. Special Circumstances

7.1 Medical or Emergency Situations

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

• Contact us as soon as possible to discuss your situation
• Provide documentation if requested (medical certificate, etc.)
• We will work with you to reschedule sessions or provide partial refunds on a case-by-case basis

7.2 Service Quality Issues

If you experience service quality issues:

• Notify us immediately during or after the session
• Provide specific details about the issue
• Allow us the opportunity to remedy the situation
• We will offer a complimentary replacement session or partial refund if we cannot resolve the issue

7.3 Technical Difficulties (Virtual Sessions)

For virtual coaching sessions affected by technical problems:

• Our Fault: Complimentary rescheduling or full refund
• Your Fault: Session may be rescheduled subject to standard cancellation policy
• Third-Party Platform Issues: Reasonable attempt to reschedule; refund considered if resolution not possible

8. Partial Refunds

In certain circumstances, we may issue partial refunds calculated as follows:

• Total package price minus value of completed sessions
• Minus applicable administrative fee (as specified in section 3)
• Minus any promotional discounts applied to completed sessions

Example Calculation:

Package Price: ¥100,000 (10 sessions)
Sessions Completed: 3
Administrative Fee: 20%
Refund: ¥100,000 - (3 × ¥10,000) - (¥70,000 × 20%) = ¥56,000

9. Chargebacks and Disputed Charges

Regarding chargebacks:

• Contact us first to resolve any billing concerns
• Chargeback disputes may result in account suspension
• We reserve the right to pursue legitimate charges through legal means
• Fraudulent chargeback claims may result in permanent service ban

10. Transfers and Credits

10.1 Session Transfers

As an alternative to refunds, you may be able to:

• Transfer unused sessions to another person (with our approval)
• Apply unused session value to different service types
• Receive credit vouchers valid for 12 months from issue date

10.2 Credit Vouchers

Credit vouchers issued in lieu of refunds:

• Are valid for 12 months from issue date
• Cannot be redeemed for cash
• Are non-transferable unless specified otherwise
• May be applied to any of our services

11. Promotional and Discounted Services

Services purchased at promotional or discounted rates:

• Are subject to the same refund policy as regular-priced services
• Refunds calculated based on promotional price paid, not regular price
• May have additional restrictions stated in promotional terms
• Cannot be combined with other refund considerations

12. Corporate and Group Bookings

Corporate clients and group bookings have customized refund terms detailed in individual service agreements. Generally:

• Deposit amounts are non-refundable
• Cancellation fees apply based on notice period
• Participant substitutions allowed without penalty
• Partial cancellations subject to minimum participant requirements

13. Modifications to Refund Policy

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

• Be posted on our website with updated effective date
• Not affect services already purchased under previous policy
• Be communicated to active clients via email
• Take effect 30 days after posting for existing clients

14. Exceptions and Discretionary Refunds

While we maintain this structured refund policy, we also recognize that exceptional circumstances may warrant discretionary consideration. Each situation is evaluated individually, and we maintain the right to issue refunds outside standard policy terms when appropriate.

15. Dispute Resolution

If you disagree with a refund decision:

1. Contact us in writing with additional information or concerns
2. Request escalation to senior management for review
3. We will provide a final decision within 10 business days
4. If still unsatisfied, you may pursue resolution through methods outlined in our Terms and Conditions

16. Contact Information for Refund Requests

17. Additional Terms

This Refund Policy should be read in conjunction with:

• Our Terms and Conditions
• Our Privacy Policy
• Individual service agreements
• Promotional terms and conditions

In case of conflict between this Refund Policy and other documents, the terms most favorable to the client will generally apply, unless otherwise specified in writing.

This Refund Policy is designed to be fair and transparent. We value your business and strive to ensure your satisfaction with our services. If you have any questions about this policy, please don't hesitate to contact us.