Refund Policy

At Storytelling & Public Speaking Mastery, we are committed to providing high-quality educational services. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our courses and coaching services.

1. General Refund Principles

We want you to be satisfied with your investment in our educational services. Our refund policy is designed to be fair to both our students and our organization while maintaining the integrity of our programs.

1.1 Eligibility for Refunds

Refund eligibility depends on several factors including:

• The type of service or course purchased
• The timing of your refund request
• The extent of service or content accessed
• Compliance with our Terms & Conditions
• Specific circumstances surrounding your request

2. Course Refund Policy

2.1 Multi-Week Courses (8-12 Week Programs)

2.2 Short-Term Courses (6 Weeks or Less)

2.3 Online Self-Paced Courses

• Within 14 days of purchase: Full refund if less than 20% of content accessed
• 15-30 days after purchase: 50% refund if less than 30% of content accessed
• After 30 days or 30% content accessed: No refund available

3. Coaching and Consultation Services

3.1 One-on-One Coaching Packages

Before First Session:

• Cancellation 48+ hours before first scheduled session: 100% refund
• Cancellation 24-48 hours before: 50% refund
• Cancellation less than 24 hours: No refund

After First Session Completed:

• Multi-session packages: Refund for remaining sessions minus 15% administrative fee
• Individual sessions: No refund for completed sessions
• Must request within 7 days of decision to discontinue

3.2 Single Consultation Sessions

• Cancellation 72+ hours before: 100% refund
• Cancellation 24-72 hours before: 50% refund
• Cancellation less than 24 hours: No refund
• No-show without notice: No refund

4. Workshop and Group Training

4.1 In-Person Workshops

• 30+ days before event: 100% refund minus administrative fee (£25)
• 15-29 days before event: 75% refund
• 7-14 days before event: 50% refund
• Less than 7 days before event: No refund (transfer to future workshop may be available)

4.2 Online Group Training

• Before first session: 100% refund
• After first session: Pro-rated refund for remaining sessions minus 15% administrative fee
• After 50% completion: No refund available

5. Non-Refundable Services

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

• Digital downloads and materials once accessed
• Recorded video content once viewed
• Course materials, workbooks, or resources once downloaded
• Promotional or discounted services (unless otherwise specified)
• Services marked as "final sale" at time of purchase
• Administrative or processing fees
• Custom or personalized coaching programs after commencement

6. Special Circumstances

6.1 Medical or Emergency Situations

We understand that unexpected circumstances arise. If you experience a medical emergency or serious personal situation that prevents you from participating:

• Contact us immediately with documentation
• We will review requests on a case-by-case basis
• Options may include partial refund, credit toward future services, or course rescheduling
• Requests must be submitted within 30 days of the circumstance

6.2 Service Quality Issues

If you experience significant quality issues with our services:

• Contact us within 7 days of the issue occurring
• Provide specific details about the quality concern
• We will investigate and work to resolve the issue
• If resolution is not possible, a refund may be considered

6.3 Technical Problems

For online courses affected by technical issues on our end:

• We will work to resolve technical problems promptly
• Alternative access methods may be provided
• Course duration may be extended to compensate for downtime
• Partial refunds may be considered for extended outages

7. Refund Request Process

7.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit Written Request: Email us at [email protected] with "Refund Request" in the subject line
2. Include Required Information:
   • Your full name and contact information
   • Order/enrollment number
   • Course or service name
   • Purchase date and amount paid
   • Reason for refund request
   • Supporting documentation (if applicable)
3. Await Response: We will review your request within 5-7 business days
4. Decision Notification: You will receive an email with our decision and next steps

7.2 Processing Time

• Approved refunds are processed within 10-14 business days
• Refunds are issued to the original payment method
• Bank processing times may vary (typically 5-10 business days additional)
• You will receive confirmation once refund is processed

7.3 Refund Method

• Refunds are issued to the original payment method used for purchase
• Credit card refunds appear as credits on your statement
• Alternative refund methods may be arranged in special circumstances
• We do not issue cash refunds

8. Course Transfers and Credits

8.1 Transfer to Another Course

Instead of a refund, you may request to transfer your enrollment:

• Must request transfer at least 14 days before course start
• One-time transfer allowed per enrollment
• Transfer to course of equal or lesser value: no additional fee
• Transfer to higher-priced course: pay difference
• Transfer subject to availability in desired course

8.2 Credit Toward Future Services

• May be offered as alternative to partial refunds
• Credits valid for 12 months from issue date
• Non-transferable and non-refundable
• Can be applied to any of our services

9. Cancelled or Rescheduled Courses

9.1 Cancellation by Us

If we cancel a course or service:

• You will receive full refund of all fees paid
• Alternative course options will be offered
• Refund processed within 10 business days
• We are not liable for consequential costs (travel, accommodation, etc.)

9.2 Rescheduling by Us

If we reschedule a course:

• You will be notified as soon as possible
• You may accept the new date or request full refund
• Transfer to alternative course may be available

10. Disputes and Appeals

10.1 Refund Decision Appeals

If your refund request is denied and you wish to appeal:

• Submit appeal in writing within 14 days of decision
• Provide additional information or documentation
• Appeals reviewed by senior management
• Final decision communicated within 10 business days
• Appeal decisions are final

10.2 Dispute Resolution

If you are unsatisfied with our refund decision:

• First attempt to resolve through direct communication
• Mediation may be suggested for unresolved issues
• Chargebacks should be last resort after exhausting other options

11. Important Limitations

• Partial Refunds: We do not provide refunds for unused portions of partially completed services unless specifically stated
• Group Rates: Special group pricing may have different refund terms stated at purchase
• Bundle Packages: Refunds for bundled services calculated based on individual component values
• Currency Exchange: Refunds processed in original currency; exchange rate fluctuations not compensated
• Payment Plans: Outstanding balances must be settled before refunds processed

12. Fraudulent Refund Requests

We reserve the right to deny refunds and take appropriate action if we determine that:

• Refund requests are fraudulent or abusive
• Services have been fully consumed with no valid complaint
• Materials have been downloaded or copied extensively before refund request
• Patterns of repeated refund requests suggest abuse

13. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued enrollment in or purchase of services after changes constitutes acceptance of the modified policy. However, the policy in effect at the time of your purchase will govern your specific transaction.

14. Contact Information

15. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable consumer protection laws in the United Kingdom. If you are a consumer in the EU, you may have additional rights under EU consumer protection regulations.

This Refund Policy is designed to be fair and transparent. We encourage you to read it carefully before purchasing our services. If you have any questions, please contact us before completing your purchase.

By completing a purchase, you acknowledge that you have read, understood, and agree to this Refund Policy.