Refund Policy

At Master Your Voice, we are committed to providing exceptional communication training services and ensuring your satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

1. Refund Eligibility

1.1 Initial Consultation

• Free Consultations: Initial consultations offered at no charge are non-refundable as no payment is collected
• Paid Consultations: If you are unsatisfied with a paid initial consultation, you may request a full refund within 24 hours of the consultation

1.2 Single Session Services

• Single coaching sessions are eligible for refund if cancellation is made at least 48 hours before the scheduled session
• Refunds for completed single sessions may be considered on a case-by-case basis if service quality did not meet reasonable expectations
• Request must be made within 48 hours of session completion

1.3 Package Programs

• Before First Session: Full refund available if cancellation is made at least 7 days before the first scheduled session
• After First Session: Pro-rated refund available for unused sessions, minus a 20% administrative fee
• After 50% Completion: No refunds available once more than half of the package sessions have been completed

1.4 Group Workshops and Seminars

• 14+ Days Before Event: Full refund minus 10% administrative fee
• 7-13 Days Before Event: 50% refund
• Less Than 7 Days Before Event: No refund, but credit toward future workshop available
• No-Shows: No refund or credit provided

2. Refund Request Process

2.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Submit a written refund request via email to [email protected] or call +305834391318
2. Provide Information: Include your name, contact details, service date(s), payment confirmation, and reason for refund request
3. Await Response: We will acknowledge your request within 2 business days
4. Resolution: We will process your request and respond with a decision within 5-7 business days

2.2 Required Information

Your refund request should include:

• Full name and contact information
• Service or package purchased
• Date(s) of service or scheduled session(s)
• Payment method and transaction reference
• Detailed reason for refund request
• Any supporting documentation

3. Refund Processing

3.1 Processing Timeline

3.2 Refund Methods

Refunds will be issued using the original payment method:

• Credit Card: Refund will appear on your statement within 5-10 business days after processing
• Bank Transfer: Refund will be transferred to the original account within 7-14 business days
• Other Payment Methods: Refund timeline varies by provider

We do not offer cash refunds for non-cash payments.

4. Non-Refundable Items and Circumstances

The following are NOT eligible for refunds:

• No-Shows: Failure to attend scheduled sessions without proper cancellation notice
• Late Cancellations: Cancellations made less than 48 hours before scheduled sessions (unless emergency circumstances)
• Completed Services: Services that have been fully delivered and completed (except in cases of service quality issues)
• Digital Resources: Downloaded materials, recordings, or digital resources once accessed
• Promotional Offers: Discounted or promotional services (unless otherwise stated)
• Third-Party Services: Any services provided by third-party vendors
• Personal Circumstances: Changes in your personal schedule, relocation, or other personal circumstances (except in emergency situations)

5. Satisfaction Guarantee

6. Cancellation by Master Your Voice

6.1 Our Cancellations

If we need to cancel or reschedule your session due to:

• Trainer illness or emergency
• Facility unavailability
• Force majeure events
• Other unavoidable circumstances

6.2 Your Options

In the event of cancellation by us, you may choose:

• Reschedule: Move your session to an alternative date and time at no additional cost
• Alternative Trainer: Work with a different qualified trainer from our team
• Full Refund: Receive a complete refund for the cancelled session

We will notify you as soon as possible and work to minimize inconvenience.

7. Rescheduling Policy

7.1 Standard Rescheduling

• 48+ Hours Notice: Free rescheduling, unlimited changes
• 24-48 Hours Notice: One free reschedule; subsequent changes incur a ¥3,000 fee
• Less Than 24 Hours: Full session fee charged; reschedule treated as new booking

7.2 Emergency Rescheduling

In cases of genuine emergency (medical emergency, family emergency, natural disaster), we will:

• Waive rescheduling fees with appropriate documentation
• Work flexibly to accommodate your situation
• Consider partial refunds on a case-by-case basis

8. Package Transfer Policy

8.1 Transferring to Another Person

• Package programs may be transferred to another person with written notice
• Transfer fee of 15% of remaining package value applies
• New participant must meet eligibility requirements
• Transfers must be completed before 30% of sessions are used

8.2 Program Changes

• You may change from one program type to another (e.g., interview coaching to public speaking)
• Credit will be applied based on current pricing at the time of change
• Price differences will be charged or refunded accordingly

9. Special Circumstances

9.1 Medical or Family Emergencies

We understand that unexpected circumstances arise. In cases of:

• Serious illness or injury (yours or immediate family)
• Hospitalization
• Family bereavement
• Other significant emergencies

We will work with you compassionately and may offer:

• Extended program timelines
• Temporary suspension of services
• Partial refunds
• Flexible rescheduling at no charge

Documentation may be required for verification purposes.

9.2 Relocation

If you need to relocate and can no longer attend in-person sessions:

• We will explore virtual coaching options when available
• Pro-rated refunds may be offered for remaining sessions
• Package may be transferred to another person (see Section 8)

10. Dispute Resolution

10.1 Our Approach

If you are dissatisfied with any aspect of our service:

1. Contact Us First: Reach out immediately to discuss your concerns
2. We Will Listen: We take all feedback seriously and will investigate thoroughly
3. Find Solutions: We will work to resolve issues to your satisfaction
4. Fair Resolution: If we cannot meet your expectations, we will discuss refund or credit options

10.2 Escalation Process

If you are not satisfied with the initial response:

• Request to speak with a senior manager
• Submit a formal written complaint
• We will conduct a formal review within 10 business days
• A final decision will be communicated in writing

11. Refund Limitations

11.1 Maximum Refund Amounts

• Refunds cannot exceed the amount originally paid
• Administrative fees (where applicable) are non-refundable
• Any discounts or promotional credits used will be deducted from refund amounts

11.2 Processing Fees

The following fees may be deducted from refunds:

• Payment Processing Fees: Third-party payment processor fees are non-refundable
• Administrative Fees: As specified in each service category
• Bank Transfer Fees: International transfer fees (if applicable)

12. Credits and Alternative Solutions

12.1 Service Credits

As an alternative to refunds, we may offer:

• Future Service Credits: Credit toward future sessions or workshops
• Extended Validity: Credits valid for 12 months from issue date
• Transferable: Credits may be gifted to another person
• Non-Refundable: Credits themselves cannot be refunded for cash

12.2 Partial Refunds

In some circumstances, we may offer partial refunds as a compromise solution, considering:

• Services already delivered
• Resources already provided
• Customization work completed
• Administrative costs incurred

13. Policy Exceptions

We reserve the right to make exceptions to this policy in extraordinary circumstances. Each situation will be evaluated individually, considering:

• Nature and severity of the situation
• Your history as a client
• Timing and circumstances of the request
• Documentation and evidence provided
• Overall fairness to all parties

14. Changes to This Policy

We may update this Refund Policy periodically. Changes will:

• Be posted on our website with an updated "Last Updated" date
• Apply to services purchased after the effective date of changes
• Not affect services already purchased under previous policy terms
• Be communicated to active clients via email if materially significant

15. Questions and Contact

16. Acknowledgment

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of our Terms and Conditions.

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