Refund Policy

Effective Date: January 1, 2025

At VeloStratega, 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 requested and processed.

1. Satisfaction Guarantee

We stand behind the quality of our coaching services. If you are not satisfied with your first coaching session, you may request a full refund within 7 days of that session, provided you:

• Attended the full scheduled session
• Actively participated in the coaching session
• Provide specific feedback about why the service did not meet your expectations
• Have not attended more than one session

This satisfaction guarantee applies only to your first paid coaching session and cannot be combined with other refund provisions.

2. Refund Eligibility by Package Type

3. Refund Request Timeline

3.1 Before First Session

Requests for refunds made before attending your first session must be submitted at least 48 hours before the scheduled session time. Refunds will include 100% of the paid amount minus payment processing fees (typically 3-5%).

3.2 After First Session (Satisfaction Guarantee)

Refund requests under our satisfaction guarantee must be submitted within 7 calendar days of your first coaching session. After this period, the satisfaction guarantee no longer applies.

3.3 Mid-Program Refunds

For multi-session packages, refund requests after completing sessions beyond the first must be submitted in writing and will be evaluated according to the refund eligibility table above. Refunds are calculated based on the number of completed sessions.

3.4 No Refunds After Program Completion

Once you have completed all sessions in your purchased package, no refunds will be issued under any circumstances.

4. Non-Refundable Services and Circumstances

4.1 Non-Refundable Items

The following are not eligible for refunds under any circumstances:

• Free consultation sessions
• Downloadable materials, resources, or recordings once accessed
• Custom-created materials or programs specific to your needs
• Services already rendered beyond the refund eligibility period
• Promotional or discounted services (unless otherwise stated)

4.2 Client-Initiated Cancellations

Missed sessions or sessions cancelled by the client with less than 24 hours' notice are considered completed sessions for refund calculation purposes and are non-refundable.

4.3 Violation of Terms

No refunds will be provided if services are terminated due to client violation of our Terms & Conditions, including but not limited to:

• Abusive or inappropriate behavior toward coaches or staff
• Unauthorized sharing or distribution of proprietary materials
• Failure to pay for services
• Providing false information during booking or coaching

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to [email protected] with the subject line "Refund Request"
2. Include your full name, contact information, and order/booking number
3. Specify the reason for your refund request with specific details
4. Indicate the number of sessions attended (if applicable)
5. Provide any supporting documentation if relevant

5.2 Review and Response

We will review your refund request and respond within 5-7 business days. We may contact you for additional information or clarification during this review process.

5.3 Refund Approval

If your refund request is approved, you will receive written confirmation via email outlining:

• The approved refund amount
• The refund method
• The expected timeline for receiving your refund

5.4 Refund Denial

If your refund request is denied, we will provide a written explanation of the reasons for denial. You may appeal this decision by providing additional information or documentation within 14 days of the denial notice.

6. Refund Processing

6.1 Processing Time

Approved refunds will be processed within 10-14 business days from the date of approval. The time it takes for the refund to appear in your account depends on your payment method and financial institution.

6.2 Refund Method

Refunds will be issued using the same payment method used for the original purchase. If the original payment method is no longer available, alternative arrangements will be made, which may include:

• Bank transfer (domestic Japanese accounts)
• Check payment (may take additional time)
• Other mutually agreed-upon methods

6.3 Payment Processing Fees

Payment processing fees charged by third-party payment processors (typically 3-5% of the transaction) are non-refundable and will be deducted from refund amounts where applicable.

6.4 Currency Exchange

If your original payment was made in a currency other than Japanese Yen, refunds will be processed in the original currency at the current exchange rate, which may differ from the rate at the time of purchase. Currency exchange rate differences are the responsibility of the client.

7. Special Circumstances

7.1 Medical or Emergency Situations

We understand that unexpected medical emergencies or extraordinary circumstances may prevent you from completing your coaching program. In such cases, we may offer:

• Extended program timeline to complete remaining sessions
• Transfer of sessions to another individual (with approval)
• Partial refunds beyond standard policy (evaluated case-by-case)

Documentation of the emergency or medical situation may be required. Please contact us as soon as possible to discuss available options.

7.2 Company-Initiated Cancellations

If VeloStratega cancels services due to coach unavailability, business closure, or other company-initiated reasons, clients will receive:

• Full refund for unused sessions
• Refund of payment processing fees
• Priority booking when services resume (if applicable)

7.3 Technical Issues

For virtual coaching sessions, if technical difficulties on our end prevent session completion, we will:

• Reschedule the session at no additional cost
• Extend the session time to make up for lost time
• Provide a refund for that session if rescheduling is not possible

Technical difficulties on the client's end do not qualify for refunds, though we will attempt to reschedule when possible.

8. Program Transfers and Modifications

8.1 Transferring Sessions to Another Person

Coaching packages are generally non-transferable. However, in exceptional circumstances, you may request to transfer remaining sessions to another individual, subject to:

• Written approval from VeloStratega
• The new client meeting our service requirements
• Payment of an administrative transfer fee (¥5,000)
• Forfeiture of any used sessions (non-refundable)

8.2 Package Upgrades

Clients may upgrade to a higher-tier package at any time by paying the difference in price. Previously completed sessions will be counted toward the new package, and no additional refund eligibility is granted through upgrades.

8.3 Package Downgrades

Package downgrades are not permitted after purchase. If you determine you need fewer sessions than your package includes, standard refund policies apply based on completed sessions.

9. Promotional and Discounted Services

9.1 Special Offers

Services purchased at promotional or discounted rates may have modified refund terms, which will be clearly communicated at the time of purchase. Unless otherwise specified, standard refund policies apply.

9.2 Gift Certificates and Vouchers

Gift certificates and promotional vouchers are non-refundable. The refund policy applies to services purchased using these certificates, but the certificate itself cannot be refunded for cash.

10. Dispute Resolution

10.1 Appeals Process

If you disagree with a refund decision, you may submit an appeal within 14 days of receiving the decision. Appeals should include:

• Explanation of why you believe the decision should be reconsidered
• Any additional supporting documentation
• Specific reference to relevant policy provisions

10.2 Final Decision

Appeal decisions are final and made at the sole discretion of VeloStratega management. We strive to be fair and reasonable in all refund decisions while maintaining the sustainability of our business.

10.3 External Dispute Resolution

If you are not satisfied with our internal dispute resolution process, you may pursue resolution through:

• Mediation services in Nagoya, Japan
• Consumer protection agencies (where applicable)
• Arbitration as outlined in our Terms & Conditions

11. Policy Modifications

VeloStratega reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated effective date. Your purchase of services after policy changes constitutes acceptance of the modified policy.

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

12. Questions and Contact Information

13. Acknowledgment

By purchasing our coaching services, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the terms and conditions outlined herein
• You understand that refunds are subject to eligibility requirements
• You accept responsibility for meeting refund request deadlines
• You understand that some aspects of our services are non-refundable

This Refund Policy is part of our Terms & Conditions and should be read in conjunction with our Privacy Policy. Together, these documents constitute the complete agreement regarding refunds and service terms.