Refund Policy

1. Overview

At SpeakPro Osaka, we are committed to providing high-quality communication coaching services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms and Conditions.

2. Free Consultation

We offer a free initial consultation to all prospective clients. This consultation allows you to:

• Discuss your communication goals and challenges
• Learn about our coaching approach and methodologies
• Meet your potential coach
• Ask questions about our services
• Determine if our services are the right fit for your needs

We strongly encourage all prospective clients to take advantage of this free consultation before committing to paid services. This helps ensure mutual understanding and alignment of expectations.

3. Individual Session Refunds

3.1 Cancellation by Client

More than 24 hours before session: Full refund will be issued, or the session may be rescheduled without penalty at your convenience.

Less than 24 hours before session: 50% of the session fee will be retained as a cancellation fee. The remaining 50% may be refunded or applied as credit toward a future session.

No-show: No refund will be provided. The full session fee will be forfeited.

3.2 Cancellation by SpeakPro Osaka

If we need to cancel your session due to coach illness, emergency, or other unforeseen circumstances, you will receive:

• The option to reschedule at no additional charge
• OR a full refund of the session fee

We will make every effort to provide at least 24 hours notice of cancellation when possible.

4. Package and Program Refunds

4.1 Before First Session

If you purchase a multi-session package or program and wish to cancel before your first session:

• Within 7 days of purchase: Full refund minus a 10% administrative fee
• After 7 days but before first session: 80% refund

4.2 After Program Commencement

Once you have attended your first session, refunds are calculated based on sessions completed:

• Unused sessions will be refunded at 70% of their pro-rated value
• Completed sessions will be charged at the regular single-session rate (not the discounted package rate)
• The difference between package price paid and the total of completed sessions at single-session rates, minus 30% of unused sessions, will be refunded

4.3 Example Calculation

You purchase a 10-session package for ¥100,000 (¥10,000 per session with package discount). Single sessions cost ¥12,000 each. After completing 4 sessions, you request cancellation:

• 4 completed sessions × ¥12,000 = ¥48,000
• 6 unused sessions × ¥10,000 × 70% = ¥42,000
• Refund: ¥100,000 - ¥48,000 = ¥52,000, but you receive ¥42,000 (70% of unused sessions)

5. Corporate Workshop Refunds

5.1 Cancellation Timeline

More than 30 days before workshop: Full refund minus 10% administrative fee

15-30 days before workshop: 75% refund

7-14 days before workshop: 50% refund

Less than 7 days before workshop: 25% refund

Day of workshop or no-show: No refund

5.2 Rescheduling

Corporate workshops may be rescheduled once without penalty if notice is provided at least 30 days in advance. Subsequent rescheduling requests will be subject to the cancellation fee schedule above.

6. Satisfaction Guarantee

6.1 First Session Guarantee

If you are dissatisfied with your first coaching session (excluding the free consultation), you may request a full refund within 48 hours of the session completion. To qualify, you must:

• Contact us within 48 hours of your first paid session
• Provide specific feedback about your concerns
• Have attended the entire scheduled session

This guarantee applies only to the first paid session and cannot be claimed for subsequent sessions.

6.2 Quality Commitment

While we cannot guarantee specific results from coaching (as outcomes depend on many factors including client effort and practice), we guarantee that our services will be:

• Delivered by qualified, experienced coaches
• Conducted in a professional and respectful manner
• Based on proven coaching methodologies
• Tailored to your specific goals and needs

7. Non-Refundable Items

The following are non-refundable:

• Materials or resources already provided or accessed
• Recording or video content that has been delivered
• Completed sessions (except under the First Session Guarantee)
• Services provided by third-party partners
• Promotional or discounted services clearly marked as non-refundable at time of purchase
• Administrative or processing fees

8. Refund Request Process

8.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact us via email at [email protected] or call +377473491365
2. Provide your full name, contact information, and booking reference number
3. Clearly state the reason for your refund request
4. Include any relevant documentation or details

8.2 Processing Timeline

Refund requests will be reviewed within 5-7 business days of receipt. You will receive a response indicating whether your refund has been approved or denied, along with an explanation.

Approved refunds will be processed within 10-14 business days. Refunds will be issued to the original payment method used for the purchase.

8.3 Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible due to technical limitations, we will work with you to arrange an alternative refund method.

9. Payment Disputes and Chargebacks

9.1 Contact Us First

If you have concerns about a charge or wish to dispute a payment, please contact us directly before initiating a chargeback with your bank or credit card company. Most issues can be resolved quickly through direct communication.

9.2 Chargeback Policy

Initiating a chargeback without first attempting to resolve the issue with us may result in:

• Immediate suspension of services
• Termination of your account
• Legal action to recover costs and fees associated with the chargeback

Fraudulent chargebacks will be contested, and we reserve the right to pursue all available remedies.

10. Force Majeure and Extraordinary Circumstances

In cases of force majeure events (natural disasters, pandemics, war, government restrictions, etc.) that prevent the delivery of services:

• We will work with you to reschedule services when circumstances permit
• If rescheduling is not possible or desired, we will issue refunds for unused services
• Refunds may be prorated based on services already delivered before the force majeure event

11. Technical Issues

11.1 Virtual Session Disruptions

For virtual coaching sessions, if technical difficulties prevent session delivery:

• We will attempt to resolve technical issues within the first 15 minutes of the scheduled session
• If issues cannot be resolved, the session will be rescheduled at no additional charge
• If more than 50% of the session was completed before technical difficulties, no refund will be provided, but you may receive a discounted rate for the next session

11.2 Client Technical Responsibility

Clients are responsible for ensuring they have adequate internet connection, functioning equipment, and appropriate software for virtual sessions. Technical difficulties on the client side do not qualify for refunds unless covered by the First Session Guarantee.

12. Transferability

12.1 Transferring Sessions

Individual coaching sessions may be transferred to another person with our prior written approval. The following conditions apply:

• A ¥5,000 transfer fee applies
• The new client must meet our eligibility requirements
• The new client must agree to our Terms and Conditions
• Sessions cannot be transferred more than once
• Corporate packages cannot be transferred

12.2 Gifting Sessions

Sessions may be purchased as gifts. Gift recipients must schedule sessions within 12 months of purchase. Gift sessions are non-refundable once purchased but may be rescheduled according to our standard scheduling policies.

13. Expiration of Services

Purchased coaching sessions and packages have the following expiration terms:

• Single sessions: Must be used within 6 months of purchase
• Package programs: Must be completed within 12 months of first session
• Corporate workshops: Must be scheduled within 12 months of purchase

Extensions may be granted in cases of documented medical issues or other extenuating circumstances at our discretion. No refunds will be issued for expired sessions or packages.

14. Modifications 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 with an updated "Last Updated" date.

Your continued use of our services after changes have been posted constitutes acceptance of the modified policy. However, changes will not affect refund rights for services already purchased before the policy change.

15. Exceptions and Special Circumstances

We understand that unique circumstances may arise. If you believe your situation warrants consideration outside the standard terms of this policy, please contact us to discuss your situation. We will evaluate requests on a case-by-case basis, considering factors such as:

• Medical emergencies or health issues
• Family emergencies
• Unexpected relocation
• Financial hardship
• Other documented extenuating circumstances

While we cannot guarantee exceptions will be granted, we are committed to treating all clients fairly and reasonably.

16. Complaints and Appeals

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

1. Submit a written appeal to [email protected] within 14 days of the denial
2. Include any additional information or documentation supporting your request
3. Your appeal will be reviewed by senior management
4. You will receive a final decision within 14 business days

The decision following an appeal is final.

17. Currency and Payment Processing

All refunds are issued in the original currency of purchase (Japanese Yen unless otherwise specified). Please note:

• Currency exchange rate fluctuations may affect the amount you receive in your local currency
• Your financial institution may charge currency conversion fees
• Payment processing fees are non-refundable
• Bank transfer fees (if applicable) will be deducted from the refund amount

18. Tax Implications

Refunds do not include any taxes paid on the original purchase. You are responsible for understanding and managing any tax implications of refunds in your jurisdiction. We recommend consulting with a tax professional if you have questions.

19. Data and Privacy

Even after a refund is issued, we retain certain information about your purchase and interaction with our services as required by law and outlined in our Privacy Policy. If you wish to have your personal data deleted, please submit a separate request as outlined in our Privacy Policy.

20. Contact Information

For refund requests, questions about this policy, or assistance with any issues, please contact us:

SpeakPro Osaka
Address: 9 / 8 Lockman Tor North Alannaburgh, QLD 2909, Osaka, Japan
Phone: +377473491365
Email: [email protected]
Registration Number: 35170561

Our customer service team is available Monday through Friday, 9:00 AM to 7:00 PM (Japan Standard Time), and Saturday, 10:00 AM to 4:00 PM.

21. Acknowledgment

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