Refund Policy

Effective Date: January 1, 2025

At SpeakPro Yokohama, we are committed to providing high-quality coaching services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and granted. Please read this policy carefully before purchasing our services.

1. General Refund Principles

We understand that circumstances may change after purchasing coaching services. Our refund policy balances fairness to clients with the reality that coaching involves reserved time, customized preparation, and dedicated resources from our professional coaches.

2. Refund Eligibility by Service Type

2.1 Single Coaching Sessions

For individual one-time coaching sessions:

2.2 Multi-Session Packages

For coaching packages consisting of multiple sessions:

• Before Any Sessions Are Delivered: If you cancel before your first session and more than 7 days after purchase, you will receive a full refund minus a 10% administrative fee.
• After Some Sessions Are Delivered: If you wish to cancel after completing some sessions, you will be refunded for unused sessions at the package rate, minus a 15% cancellation fee on the refunded amount.
• After More Than 50% Sessions Are Delivered: No refunds are available once more than half of the package sessions have been completed.

2.3 Custom Coaching Programs

Custom programs are designed specifically for your needs and require significant preparation:

• Before Program Starts: Cancellations made more than 14 days before the program start date receive an 80% refund.
• 7-14 Days Before Start: 50% refund due to preparation already completed
• Less Than 7 Days Before Start: 25% refund
• After Program Starts: Refunds calculated on a pro-rata basis for undelivered sessions, minus 20% administrative fee

2.4 Digital Products and Resources

Due to the nature of digital content:

• Digital downloads, templates, and recorded materials are non-refundable once accessed
• If technical issues prevent access to digital products, we will resolve the issue or provide a full refund

3. 7-Day Satisfaction Guarantee

For first-time clients purchasing multi-session packages or custom programs, we offer a 7-day satisfaction guarantee:

• If you are dissatisfied after your first session, you may request a full refund within 7 days of that initial session
• This guarantee applies only to your first purchase with SpeakPro Yokohama
• To qualify, you must provide specific feedback about why the service did not meet your expectations
• This guarantee does not apply to single-session purchases

4. Non-Refundable Circumstances

Refunds will not be provided in the following situations:

• No-Shows: Failure to attend scheduled sessions without prior notification
• Client-Caused Delays: Inability to complete services within agreed timeframes due to client unavailability
• Completed Services: Sessions that have already been delivered
• Violation of Terms: If your access is terminated due to violation of our Terms and Conditions
• Change of Mind: Simple change of mind after services have commenced, unless covered by our 7-day guarantee
• External Factors: Circumstances beyond our control, such as client relocation or career changes
• Performance Expectations: Failure to achieve specific outcomes or goals, as coaching success depends on many factors including client effort and external circumstances

5. Rescheduling vs. Cancellation

We encourage rescheduling rather than cancellation when possible:

• Sessions may be rescheduled without penalty if notice is given at least 24 hours in advance
• Rescheduling is subject to coach availability
• Package expiration dates are not extended due to rescheduling
• Excessive rescheduling (more than 3 times for the same session) may result in forfeiture of that session

6. Cancellation by SpeakPro Yokohama

If we must cancel sessions due to coach illness, emergencies, or other unforeseen circumstances:

• We will provide as much advance notice as possible
• You will be offered alternative session times at no additional cost
• If rescheduling is not acceptable, you will receive a full refund for the affected session(s)
• Package expiration dates will be extended to accommodate rescheduled sessions

7. Refund Request Process

To request a refund, please follow these steps:

1. Submit Written Request: Contact us via email or written letter stating your refund request and reason
2. Include Details: Provide your name, contact information, purchase date, service purchased, and reason for refund
3. Response Timeline: We will acknowledge your request within 2 business days
4. Review Period: Refund requests are reviewed within 5-7 business days
5. Decision Notification: You will be notified of our decision in writing
6. Processing Time: Approved refunds are processed within 10-14 business days

8. Refund Method

Refunds will be issued using the original payment method whenever possible:

• Credit/Debit Card: Refunds appear within 5-10 business days depending on your card issuer
• Bank Transfer: Processed within 7-10 business days
• Third-Party Payment Processors: Subject to their processing timelines

Please note that we are not responsible for any fees charged by your bank or payment provider in processing refunds.

9. Partial Refunds

In some circumstances, partial refunds may be offered:

• When service quality did not meet our usual standards due to specific identifiable issues
• As a goodwill gesture when extenuating circumstances exist
• When technical difficulties significantly impacted session quality

Partial refund amounts are determined on a case-by-case basis at our discretion.

10. Package Expiration

Multi-session packages have expiration dates to ensure timely service delivery:

• Standard packages expire 6 months from purchase date
• Extended packages expire 12 months from purchase date
• Unused sessions after expiration are forfeited without refund
• Extensions may be granted for documented extenuating circumstances (serious illness, family emergencies) at our discretion

11. Force Majeure

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

• We will make reasonable efforts to deliver services remotely if possible
• Package expiration dates will be extended for the duration of the force majeure event
• If service delivery becomes impossible, refunds will be provided on a pro-rata basis for undelivered sessions

12. Dispute Resolution

If you disagree with a refund decision:

1. Contact our customer service team to discuss your concerns
2. Request escalation to a senior manager if initial resolution is unsatisfactory
3. We will work in good faith to reach a fair resolution
4. Final decisions rest with SpeakPro Yokohama management

13. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. However, any changes will not affect refund terms for services already purchased. The version of this policy in effect at the time of your purchase governs your refund rights.

14. Contact Information

15. Additional Terms

This Refund Policy should be read in conjunction with our Terms & Conditions and Privacy Policy. In case of any conflict between this policy and the Terms & Conditions, the more specific provision in this Refund Policy shall prevail regarding refund matters.

Your purchase of our services constitutes acceptance of this Refund Policy. We recommend saving a copy of this policy for your records at the time of purchase.

This Refund Policy is designed to be fair to both clients and SpeakPro Yokohama while complying with consumer protection laws and Google Ads policy requirements.