Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At SpeakMaster Academy, we are committed to providing high-quality professional training services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our interview coaching, public speaking training, and communication skills programs.

1. General Refund Policy

We understand that circumstances change and that you may need to cancel your enrollment in our programs. Our refund policy is designed to be fair to both our clients and our business, taking into account the resources allocated and preparation undertaken for your training.

1.1 Satisfaction Commitment

We are confident in the quality of our services. If you are not satisfied with your first session of any program, we offer a satisfaction guarantee as detailed in Section 3 below.

1.2 No Refund for Completed Services

Refunds are not available for services that have already been delivered or sessions that have been completed. Once a coaching session has taken place, payment for that session is non-refundable.

2. Cancellation and Refund Timeline

Eligibility for refunds depends on when you request cancellation relative to your program start date and the number of sessions completed.

2.1 Cancellation Before Program Start

Timing of Cancellation	Refund Amount	Processing Fee
More than 14 days before first session	100% refund	No fee
7-14 days before first session	75% refund	25% administrative fee
3-6 days before first session	50% refund	50% administrative fee
Less than 3 days before first session	No refund	100% fee retained

2.2 Cancellation After Program Commencement

Once you have attended your first session, the following refund structure applies for multi-session programs:

• After 1st session: Refund of 70% of remaining unused sessions
• After 2nd session: Refund of 50% of remaining unused sessions
• After 3rd session: Refund of 25% of remaining unused sessions
• After 4th session or 50% program completion: No refund available

Note: Individual session purchases are non-refundable once scheduled.

3. First Session Satisfaction Guarantee

This guarantee demonstrates our confidence in our services and our commitment to your satisfaction. We use feedback from these rare occurrences to continuously improve our programs.

4. Service-Specific Refund Terms

4.1 Individual Coaching Sessions

Single session purchases are subject to the following terms:

• Full refund if cancelled more than 24 hours before scheduled time
• No refund for cancellations within 24 hours of scheduled time
• No refund for no-shows or missed appointments
• Rescheduling permitted with 24+ hours notice (one-time only)

4.2 Multi-Session Program Packages

Programs including 4 or more sessions (Interview Excellence, Public Speaking Mastery, Communication Skills):

• Subject to the tiered refund structure outlined in Section 2.2
• Unused sessions must not have expired (see program duration in Terms & Conditions)
• Refunds calculated based on package price, not individual session value
• Administrative processing fee of ¥5,000 applies to all mid-program cancellations

4.3 Group Workshops and Seminars

• Full refund if cancelled 7+ days before workshop date
• 50% refund if cancelled 3-6 days before workshop date
• No refund for cancellations less than 3 days before workshop date
• Transfer to another workshop date permitted once with 7+ days notice

4.4 Corporate Training Programs

Corporate and group training programs are subject to customized agreements. Refund terms will be specified in the corporate service contract. Generally:

• Deposit payments are non-refundable once contract is signed
• Cancellation fees apply based on timing and resources allocated
• Rescheduling is permitted based on mutual availability

5. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

• Completed coaching sessions or workshops
• Digital materials, recordings, or downloadable content once accessed
• Administrative fees and processing charges
• Promotional or discounted programs explicitly marked as non-refundable
• Services purchased through third-party platforms (subject to their refund policies)
• Custom or specialized programs developed specifically for your needs
• Sessions missed due to no-show or late cancellation

6. Special Circumstances and Exceptions

6.1 Medical Emergencies and Hardship

We understand that unexpected life events occur. In cases of serious medical emergencies, family crises, or significant financial hardship, we will consider exceptions to our standard refund policy on a case-by-case basis.

To request consideration for special circumstances:

• Submit a written request explaining the situation
• Provide supporting documentation (medical certificates, official notices, etc.)
• Contact us as soon as possible after the event occurs

While we cannot guarantee approval, we will review each request with compassion and fairness. Alternatives such as program pauses, extended deadlines, or partial credits may be offered instead of full refunds.

6.2 Service Provider Cancellations

If SpeakMaster Academy must cancel or significantly modify your program due to:

• Coach unavailability or illness
• Insufficient enrollment (for group programs)
• Force majeure events (natural disasters, pandemics, etc.)
• Business closure or operational changes

You will be entitled to:

• Full refund of all payments for undelivered services, OR
• Transfer to an alternative program of equal or greater value, OR
• Credit toward future services with no expiration date

7. Refund Request Process

7.1 How to Request a Refund

To request a refund, you must:

1. Submit a written request via email to [email protected] with the subject line "Refund Request - [Your Name]"
2. Include the following information:
   • Your full name and contact information
   • Program or service name and purchase date
   • Original payment method and transaction reference
   • Reason for refund request
   • Number of sessions attended (if applicable)
3. Wait for confirmation - We will acknowledge receipt within 2 business days
4. Provide any requested documentation to support your request

7.2 Refund Processing Timeline

Once your refund request is approved:

• Review Period: 3-5 business days to review and approve/deny request
• Processing Time: 5-10 business days to process approved refunds
• Return to Payment Method: 5-14 business days for funds to appear in your account (varies by bank/card issuer)

Total timeline: Expect 15-30 days from request submission to receipt of funds.

7.3 Refund Method

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

• Credit/debit card refunds returned to the original card
• Bank transfer refunds returned to the originating account
• Cash payments refunded via bank transfer (account details required)

We do not issue refunds in cash or to third-party accounts.

8. Chargebacks and Disputes

8.1 Contact Us First

Before initiating a chargeback or payment dispute with your bank or credit card company, we strongly encourage you to contact us directly. Most concerns can be resolved quickly and amicably through direct communication.

8.2 Chargeback Consequences

If you initiate a chargeback or payment dispute:

• Your access to services will be immediately suspended pending resolution
• We will provide evidence of service delivery to your financial institution
• If the chargeback is found to be unjustified, you may be liable for:
  • Chargeback processing fees (typically ¥3,000-¥8,000)
  • Administrative costs associated with dispute resolution
  • Any additional fees imposed by payment processors
• Unjustified chargebacks may result in permanent ban from our services

9. Program Transfers and Credits

9.1 Transfer to Another Person

Program enrollments are generally non-transferable to another person. However, we may permit transfers in special circumstances with:

• Written request from both parties
• Administrative fee of ¥10,000
• Approval at our sole discretion
• Completion of new enrollment paperwork by transferee

9.2 Service Credits

In lieu of refunds, we may offer service credits in certain situations. Service credits:

• Can be applied to any of our services
• Are valid for 12 months from issue date
• Are non-transferable and non-refundable
• Cannot be exchanged for cash

10. Modifications to This Policy

SpeakMaster Academy reserves the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with an updated "Last Modified" date
• Not affect purchases made prior to the modification
• Take effect immediately for new purchases after posting

It is your responsibility to review this policy periodically. Continued use of our services after changes constitutes acceptance of the modified policy.

11. Questions and Disputes

11.1 Contact Information

11.2 Dispute Resolution

If you disagree with a refund decision, you may:

1. Request a review by submitting additional information or documentation
2. Request a phone consultation to discuss the situation
3. Escalate to senior management for final review

We are committed to fair treatment and will carefully consider all requests and appeals.

12. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable Japanese consumer protection laws. If you believe we have violated your legal rights, you may contact:

• National Consumer Affairs Center of Japan (NCAC)
• Consumer Hotline: 188 (Toll-free)
• Local consumer protection office in Yokohama