Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

1. Overview

At Neuralytix, we are committed to providing high-quality communication skills training services. We understand that circumstances may change, and we have established this Refund Policy to ensure fair and transparent handling of refund requests.

This Refund Policy applies to all services offered by Neuralytix, including individual coaching sessions, multi-session packages, group workshops, and other training programs. Please read this policy carefully before purchasing our services.

2. Cooling-Off Period

We offer a 7-day cooling-off period for most services, allowing you to cancel your purchase for a full refund under the following conditions:

• The refund request must be submitted within 7 days of purchase
• No coaching sessions or services have been used or attended
• The request must be submitted in writing via email to [email protected]
• The original payment method will be credited within 10-14 business days

Note: The cooling-off period does not apply to services scheduled and delivered within 7 days of purchase or to time-sensitive workshop registrations.

3. Individual Session Refunds

3.1 Single Session Cancellations

For individual coaching sessions:

• 24+ hours notice: Full refund or free rescheduling
• 12-24 hours notice: 50% refund or free rescheduling
• Less than 12 hours notice: No refund; rescheduling at our discretion
• No-show: No refund and session is forfeited

3.2 Emergency Exceptions

We understand that genuine emergencies occur. In cases of documented medical emergencies, family emergencies, or other exceptional circumstances, we may waive cancellation fees at our discretion. Documentation may be required.

4. Multi-Session Package Refunds

4.1 Unused Sessions

For multi-session packages (3-session, 6-session, or custom packages):

• Before first session: Full refund within the 7-day cooling-off period
• After first session: Pro-rated refund for unused sessions, minus a 15% administrative fee
• After 50% completion: No refunds available; remaining sessions may be transferred to another person with approval
• After expiration date: No refunds for unused sessions

4.2 Package Calculation Example

5. Workshop and Group Program Refunds

5.1 Standard Workshop Policy

• 30+ days before workshop: Full refund minus $50 processing fee
• 15-30 days before workshop: 75% refund
• 7-14 days before workshop: 50% refund
• Less than 7 days: No refund; transfer to future workshop permitted

5.2 Workshop Cancellation by Company

If we cancel or reschedule a workshop due to insufficient enrollment or other reasons:

• Full refund of all fees paid
• Option to transfer to alternative date or different workshop
• Priority registration for future workshops

We are not responsible for any travel, accommodation, or other expenses incurred in connection with workshop attendance.

6. Consultation Services

Initial consultation sessions (typically complimentary or discounted) are non-refundable. If you cancel a paid consultation:

• 24+ hours notice: Full refund or reschedule
• Less than 24 hours: No refund

7. Corporate and Custom Programs

Refund terms for corporate training programs and custom coaching packages are outlined in individual service agreements. Generally:

• Deposit payments are non-refundable once work begins
• Cancellation fees apply based on notice period and work completed
• Specific terms will be detailed in your custom service contract

8. Virtual vs. In-Person Services

This refund policy applies equally to both virtual (online) and in-person coaching services. The same cancellation notice requirements and refund percentages apply regardless of delivery format.

9. Service Quality Guarantee

9.1 Satisfaction Commitment

If you are dissatisfied with our services due to quality issues, we encourage you to:

• Contact us immediately to discuss your concerns
• Allow us the opportunity to address the issue through alternative coaching or additional support
• Work with us to find a satisfactory resolution

9.2 Quality-Based Refunds

In rare cases where service quality does not meet our standards, we may offer:

• Complimentary additional sessions
• Assignment to a different coach
• Partial or full refund at our discretion

Quality-based refund requests must be submitted within 14 days of the service in question.

10. Technical Issues

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

• Issues on our side: Free rescheduling or full refund
• Issues on client side: Standard cancellation policy applies
• Mutual technical problems: Free rescheduling with no penalties

We recommend testing your technology 24 hours before scheduled virtual sessions.

11. Non-Refundable Items

The following are non-refundable under all circumstances:

• Promotional or discounted session fees after the service has been provided
• Materials, workbooks, or resources that have been accessed or downloaded
• Services provided at significantly reduced rates or as part of special promotions
• Administrative and processing fees
• Sessions attended or completed
• Expired package sessions

12. Refund Request Process

To request a refund, follow these steps:

1. Submit Written Request: Email [email protected] with "Refund Request" in the subject line
2. Include Information:
   • Your full name and contact information
   • Service/package purchased and purchase date
   • Reason for refund request
   • Original payment method and transaction ID
3. Review Period: We will review your request within 5 business days
4. Decision Notification: You will receive written notification of approval or denial
5. Processing: Approved refunds are processed within 10-14 business days

13. Refund Method and Timing

13.1 Refund Method

Refunds are issued to the original payment method whenever possible:

• Credit/Debit Cards: 7-14 business days to appear on statement
• Bank Transfer: 5-10 business days after processing
• PayPal or Digital Wallets: 3-7 business days

13.2 Processing Time

While we strive to process refunds promptly, please allow up to 14 business days for the funds to appear in your account, depending on your financial institution's processing times.

14. Disputes and Appeals

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

• Submit a written appeal within 14 days of the denial notification
• Provide any additional documentation supporting your request
• Appeals are reviewed by senior management
• Final decision will be communicated within 10 business days

15. Chargebacks

We strongly encourage clients to contact us directly to resolve any payment disputes before initiating a chargeback with their financial institution. Initiating a chargeback without first attempting resolution with us may result in:

• Suspension of services and account access
• Prohibition from future service purchases
• Legal action to recover costs associated with the chargeback process

16. Exceptions and Special Circumstances

We recognize that exceptional circumstances may arise. In cases of:

• Serious illness or medical emergencies (documentation required)
• Unexpected life events (death in family, natural disasters, etc.)
• Relocation or job loss affecting your ability to continue

We may make exceptions to this policy at our sole discretion. Please contact us to discuss your situation.

17. Promotional Offers and Discounts

Services purchased during promotional periods or with discount codes are subject to modified refund terms:

• Refund amounts are calculated based on the discounted price paid, not the regular price
• Special promotional packages may have specific refund restrictions outlined at purchase
• Gift certificates and promotional credits are non-refundable

18. Transfer of Services

As an alternative to refunds, you may transfer unused sessions to another person with our approval:

• Transfer requests must be submitted in writing
• A $50 administrative fee applies
• The new recipient must agree to our Terms & Conditions
• Transfers must occur within the original package validity period

19. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. The policy in effect at the time of your purchase governs your transaction.

20. Governing Law

This Refund Policy is governed by the laws of Japan. Any disputes arising from refund matters shall be subject to the exclusive jurisdiction of the courts in Sapporo, Hokkaido, Japan.

Thank you for choosing Neuralytix. We value your business and are committed to your satisfaction.