Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At SpeakMaster Osaka, we are committed to providing high-quality communication coaching services and ensuring customer satisfaction. This Refund Policy outlines the conditions under which refunds may be requested and processed for our services.

1. General Refund Principles

We understand that circumstances may change, and we strive to be fair and flexible with our refund policies. However, due to the personalized nature of our coaching services and the time commitment from our professional coaches, certain conditions and limitations apply to refunds.

2. Free Consultations

Initial consultations offered at no charge are non-refundable as they are provided free of cost. These consultations allow prospective clients to:

• Discuss their communication goals and challenges
• Learn about our coaching approach and methodologies
• Determine if our services align with their needs
• Ask questions about our programs and pricing

There is no obligation to purchase services following a free consultation.

3. Individual Coaching Sessions

3.1 Cancellation Before Scheduled Session

Clients may cancel or reschedule individual coaching sessions according to the following terms:

Notice Period	Refund/Credit
More than 48 hours before session	100% refund or full credit for rescheduling
24-48 hours before session	50% refund or full credit for rescheduling
Less than 24 hours before session	No refund; rescheduling at coach's discretion
No-show without notice	No refund; no rescheduling

3.2 Emergency Cancellations

We understand that genuine emergencies occur. In cases of documented medical emergencies, family emergencies, or other extraordinary circumstances, we will work with you on a case-by-case basis to find a fair resolution, which may include:

• Full rescheduling without penalty
• Partial or full refund at our discretion
• Credit toward future services

Documentation of the emergency may be required.

4. Multi-Session Coaching Packages

4.1 Before First Session

If you purchase a multi-session package and wish to cancel before the first session has occurred:

• More than 7 days before first scheduled session: Full refund minus 10% administrative fee
• 3-7 days before first scheduled session: 75% refund
• Less than 3 days before first scheduled session: 50% refund

4.2 After Sessions Have Begun

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

• Used sessions will be charged at the full single-session rate
• Unused sessions may be refunded according to the following schedule:

Package Progress	Refund on Unused Sessions
After 1st session (for 4+ session packages)	75% of unused session value
After 2nd session (for 6+ session packages)	50% of unused session value
After 3rd session (for 8+ session packages)	25% of unused session value
After 50% of package completed	No refund on unused sessions

4.3 Package Transfers

As an alternative to refunds, you may transfer your unused sessions to another person with our approval, subject to a $50 transfer fee per package.

5. Specialized Programs and Workshops

5.1 Group Workshops

For group workshops and seminars:

• More than 14 days before event: Full refund minus 15% administrative fee
• 7-14 days before event: 50% refund or credit for future workshop
• Less than 7 days before event: No refund; credit for 50% of fee toward future workshop
• After event has started: No refund or credit

5.2 Executive Coaching Programs

Customized executive coaching programs have specific refund terms outlined in individual service agreements. Generally:

• Deposits are non-refundable once the program design phase begins
• Refunds for unused portions are calculated based on delivered services versus total program value
• Minimum 30-day notice required for cancellation consideration

6. Online vs. In-Person Sessions

The same refund policies apply to both online and in-person coaching sessions. There is no difference in refund eligibility based on delivery method.

7. Service Dissatisfaction

We cannot offer refunds for dissatisfaction that is:

• Based on unrealistic expectations not communicated during consultation
• Related to client's failure to participate actively or complete assignments
• Reported more than 7 days after the session in question
• Due to factors outside our control (e.g., technical issues on client's end)

8. Technical Issues

8.1 Our Responsibility

If a session cannot proceed due to technical issues on our end (coach's equipment, internet connection, platform malfunction), you will receive:

• Free rescheduling of the session, OR
• Full refund of that session fee

8.2 Client Responsibility

If a session is interrupted or cannot proceed due to technical issues on the client's end, the session is considered delivered and no refund will be issued. We recommend:

• Testing your technology before scheduled sessions
• Having a backup internet connection available
• Contacting us immediately if issues arise

9. Coach Cancellations

If we must cancel a session due to coach illness, emergency, or scheduling conflicts:

• We will notify you as soon as possible
• You will receive priority rescheduling at your convenience
• If rescheduling is not possible, you will receive a full refund
• For package clients, the session will not be counted against your package total

10. Promotional and Discounted Services

Services purchased at promotional rates or with discount codes are subject to the same refund policies, but refunds will be calculated based on the discounted price paid, not the regular price.

Services provided as part of special offers (e.g., "buy 5 sessions, get 1 free") have the following refund terms:

• Free or bonus sessions are non-refundable and have no cash value
• Refunds apply only to sessions you paid for directly
• Package discounts are forfeited if the package is partially refunded

11. Refund Processing

11.1 How to Request a Refund

To request a refund, you must:

1. Submit a written refund request to [email protected]
2. Include your name, contact information, and service details
3. Specify the reason for the refund request
4. Provide any required documentation (for emergency cancellations)

11.2 Processing Timeline

• Review: We will review your request within 3-5 business days
• Decision: You will be notified of our decision via email
• Processing: Approved refunds will be processed within 7-10 business days
• Receipt: Depending on your payment method, refunds may take 5-10 additional business days to appear in your account

11.3 Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible, we will arrange an alternative method acceptable to both parties.

12. Non-Refundable Items

The following are non-refundable under all circumstances:

• Registration fees and administrative fees
• Completed coaching sessions
• Digital materials and resources already delivered
• Recording sessions that have been provided
• Customized materials prepared specifically for you
• Assessment and evaluation fees
• Third-party services arranged on your behalf

13. Subscription Services

If we offer subscription-based services in the future:

• You may cancel your subscription at any time
• Cancellation will be effective at the end of the current billing period
• No refunds will be provided for partial billing periods
• You will retain access to services through the end of your paid period

14. Disputes

If you disagree with a refund decision:

1. Contact us at [email protected] to discuss your concerns
2. Provide additional information or context that may affect the decision
3. We will conduct a secondary review with senior management
4. A final decision will be communicated within 10 business days

Our refund decisions are final. Continued disputes will be handled according to the dispute resolution procedures outlined in our Terms and Conditions.

15. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your purchase of services after changes are posted constitutes acceptance of the modified policy.

However, refund requests for services purchased before policy changes will be evaluated under the policy in effect at the time of purchase.

16. Exceptions and Discretionary Refunds

While this policy outlines our standard refund procedures, we recognize that exceptional circumstances may arise. SpeakMaster Osaka reserves the right to issue refunds outside these guidelines at our sole discretion based on:

• Extraordinary personal circumstances
• Service delivery failures on our part
• Long-standing client relationships
• Other factors deemed relevant by management

Such discretionary refunds do not create precedent or obligation for future similar situations.

17. Contact Information

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy.