Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

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. Please read this policy carefully before purchasing any services.

1. General Refund Principles

Our refund policy is designed to be fair to both our clients and our business. We understand that circumstances change, and we strive to accommodate reasonable refund requests while protecting the time and resources invested by our professional coaches.

2. Free Consultation Sessions

We offer free initial consultation sessions to help you determine if our services are right for you. These 30-minute consultations allow you to:

• Discuss your communication development goals
• Learn about our coaching approach and methodologies
• Ask questions about our services and pricing
• Determine compatibility with your assigned coach

We encourage all prospective clients to take advantage of this free consultation before committing to paid services.

3. Refund Eligibility Windows

Service Type	Refund Window	Refund Amount	Conditions
Single Session	Before session start	100% (if 24+ hours notice)	Must cancel with required notice
Single Session	Less than 24 hours	0%	No refund for late cancellation
Multi-Session Package	Before first session	100%	Minus processing fees
Multi-Session Package	After first session	Prorated for unused sessions	See detailed terms below
Group Training	7+ days before start	100%	Written notice required
Group Training	Less than 7 days	50%	Subject to approval

4. Single Session Refund Policy

4.1 Cancellation with 24+ Hours Notice

If you cancel a scheduled single session with at least 24 hours advance notice, you will receive:

• 100% refund of the session fee, OR
• Full credit toward rescheduling the session, OR
• Credit applicable to other services

4.2 Cancellation with Less Than 24 Hours Notice

Cancellations made less than 24 hours before the scheduled session time will result in:

• Forfeiture of the session fee
• No refund issued
• No rescheduling credit provided

4.3 No-Show Policy

If you fail to attend a scheduled session without prior notice:

• The session will be considered completed
• No refund will be issued
• The full session fee will be charged

4.4 Emergency Exceptions

In cases of documented emergencies (medical emergency, family crisis, natural disaster), we may make exceptions to the 24-hour cancellation policy at our discretion. Documentation may be required.

5. Multi-Session Package Refund Policy

5.1 Before First Session

If you have not yet attended any sessions from your package:

• You may cancel and receive a 100% refund minus any credit card processing fees (typically 3-5%)
• Request must be made in writing via email
• Refund will be processed within 10 business days

5.2 After First Session (Within 14 Days of Purchase)

If you have completed one or more sessions within 14 days of your initial purchase:

• You may request a refund for unused sessions
• Completed sessions will be charged at our standard single-session rate
• The difference between what you paid and the value of completed sessions will be refunded
• Processing fees are non-refundable

Example Calculation:

• Package purchased: 10-session package for ¥250,000 (¥25,000 per session)
• Sessions completed: 2 sessions
• Standard single-session rate: ¥30,000
• Value of completed sessions: ¥60,000
• Refund amount: ¥250,000 - ¥60,000 = ¥190,000 (minus processing fees)

5.3 After 14 Days from Purchase

After 14 days from your initial purchase date:

• No refunds are available for multi-session packages
• Unused sessions may be rescheduled within the package validity period
• Credits may be applied to other services at our discretion
• Package expiration dates will be enforced

5.4 Package Expiration

Multi-session packages are valid for:

• 6 months from the date of purchase for packages of 5-10 sessions
• 12 months from the date of purchase for packages of 11+ sessions
• Extensions may be granted in cases of documented illness or extraordinary circumstances
• Expired sessions cannot be refunded or extended without prior written approval

6. Corporate and Group Training Refunds

6.1 Standard Group Training

• 7+ days before start: 100% refund
• 3-7 days before start: 50% refund
• Less than 3 days: No refund

6.2 Custom Corporate Programs

Custom corporate training programs are subject to individual contracts. Refund terms will be specified in your corporate agreement. Generally:

• Deposits are non-refundable after the customization process begins
• Cancellation fees apply based on program development stage
• Rescheduling is preferred over cancellation when possible

7. Service Quality Guarantee

7.1 Our Commitment

We are committed to providing exceptional coaching services. If you are unsatisfied with the quality of a session, please contact us within 48 hours of the session. We will:

• Review your concerns promptly and thoroughly
• Offer to schedule a complimentary makeup session with the same or different coach
• Issue a refund if we determine that service quality standards were not met

7.2 Quality Complaint Process

To submit a quality-related refund request:

1. Contact us within 48 hours of the session via email at [email protected]
2. Provide specific details about your concerns
3. Allow us to investigate and respond within 3-5 business days
4. Participate in good faith to resolve the issue

8. Technical Issues

8.1 Provider Technical Issues

If technical problems on our end significantly disrupt a session:

• We will attempt to reschedule immediately or at your convenience
• If rescheduling is not possible, we will issue a full refund or credit
• You will not be charged for disrupted sessions

8.2 Client Technical Issues

If technical problems on your end (internet connectivity, device issues, etc.) disrupt a session:

• The session will still be considered completed if it was able to start
• We may offer a discounted makeup session at our discretion
• No refund will be automatically issued
• We recommend testing your technology before scheduled sessions

9. Coach Availability and Substitutions

If your assigned coach becomes unavailable due to illness, emergency, or other unforeseen circumstances:

• We will offer a substitute coach of equal qualification
• If no suitable substitute is available, we will reschedule at your convenience
• If rescheduling is not acceptable, we will issue a full refund for affected sessions
• You are not obligated to work with a substitute coach

10. Refund Request Process

10.1 How to Request a Refund

To request a refund, follow these steps:

1. Send a written request via email to [email protected]
2. Include your full name, contact information, and order/booking reference number
3. Clearly state the reason for your refund request
4. Provide any supporting documentation if applicable
5. Specify your preferred refund method

10.2 Processing Timeline

• We will acknowledge receipt of your request within 2 business days
• Refund decisions will be made within 5-7 business days
• Approved refunds will be processed within 10 business days
• Refunds will be issued to the original payment method
• Bank processing times may vary (typically 5-10 business days additional)

11. Non-Refundable Items and Services

The following are non-refundable under any circumstances:

• Credit card processing fees and transaction charges
• Completed coaching sessions
• Materials or resources that have been downloaded or delivered
• Customized programs after development has begun
• Special event tickets or registrations (unless event is canceled by us)
• Administrative fees for program changes or modifications
• No-show or late cancellation fees

12. Refund Methods

Refunds will be issued using the following methods:

• Credit Card: Refunded to the original card used for payment
• Bank Transfer: Refunded via bank transfer (may incur transfer fees)
• Service Credit: Applied to your account for future services

We cannot issue refunds via cash, check, or to different payment methods than originally used.

13. Disputes and Appeals

13.1 If Your Refund Request Is Denied

If we deny your refund request, you have the right to:

• Request a detailed explanation of the denial
• Submit additional information or documentation
• Request a review by senior management
• Escalate through our formal complaint process

13.2 Chargeback Policy

We take chargebacks seriously. If you initiate a chargeback without first attempting to resolve the issue with us:

• Your access to services will be immediately suspended
• We will provide all documentation to your financial institution
• You may be prohibited from future services
• We reserve the right to pursue collection for legitimate charges

We strongly encourage you to contact us directly before initiating any chargeback. We are committed to resolving disputes fairly and promptly.

14. Force Majeure

In the event of circumstances beyond our control (natural disasters, pandemics, government restrictions, etc.):

• We will work with you to reschedule affected sessions
• Online alternatives will be offered when possible
• Package expiration dates may be extended
• Refunds may be issued if rescheduling is not feasible
• Specific policies will be communicated based on the situation

15. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website with an updated "Last Updated" date. Modifications will not affect services already purchased under previous policy terms.

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