Refund Policy

Last Updated: January 15, 2025

1. Overview

At Veltrionics, we are committed to providing high-quality professional coaching services in public speaking, interview preparation, and presentation skills. We strive for your complete satisfaction with our services. This Refund Policy outlines the conditions under which refunds may be requested and processed.

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy applies to all coaching services, courses, and programs offered by Veltrionics.

2. Satisfaction Guarantee

2.1 First Session Satisfaction Guarantee

We offer a First Session Satisfaction Guarantee for new clients:

• If you are not satisfied with your first coaching session, you may request a full refund within 24 hours of the session completion
• This guarantee applies only to your first session with Veltrionics
• To qualify, you must attend the full session and provide specific feedback about your dissatisfaction
• The refund will be processed within 5-7 business days

3. Refund Eligibility by Service Type

3.1 Single Coaching Sessions (€80)

Timeframe	Refund Eligibility	Conditions
Before Session (>48 hours)	100% Refund	Written cancellation notice required
24-48 Hours Before	75% Refund	25% administrative fee applies
<24 Hours Before	50% Refund	50% cancellation fee applies
No-Show	No Refund	Full payment retained
After First Session	100% Refund (if dissatisfied)	First Session Guarantee applies

3.2 Monthly Packages (€280/month)

Refund Terms:

• Before First Session: Full refund minus €20 administrative fee
• After First Session (within 7 days): Full refund of remaining balance if not satisfied
• After 7 days: Pro-rated refund for unused sessions minus 15% administrative fee
• After 3 sessions used: No refund available for remaining sessions

Important Notes:

• Monthly packages are billed at the beginning of each month
• Cancellation must be requested before the next billing cycle
• Unused sessions do not roll over to the next month
• Refunds are calculated based on sessions completed, not time elapsed

3.3 Complete Programs (€750/3 months)

Refund Terms:

• Before Program Start: Full refund minus €50 administrative fee
• Within First 2 Weeks (up to 2 sessions): Full refund of remaining balance
• After 2 Weeks (3-4 sessions completed): 75% refund of unused portion
• After Month 1 (5-6 sessions completed): 50% refund of unused portion
• After Month 2 (7+ sessions completed): No refund available

Program-Specific Conditions:

• The initial 50% deposit is non-refundable after the first session
• Refunds are based on completed sessions, not calendar time
• Certificates are not issued for incomplete programs
• Access to program materials is revoked upon refund

4. Non-Refundable Items and Services

The following are NOT eligible for refunds under any circumstances:

• No-Show Sessions: Sessions missed without prior cancellation notice
• Materials and Resources: Downloaded or accessed digital materials, workbooks, or resources
• Completed Sessions: Sessions that have already been delivered (except First Session Guarantee)
• Third-Party Services: External costs such as venue rentals, certification fees, or materials from third-party providers
• Promotional Discounts: Special offers, early bird discounts, or promotional pricing differences
• Gift Certificates: Gift certificates or vouchers are non-refundable but may be transferred to another person
• Add-On Services: Optional add-ons such as video recording of sessions, extended consultations, or rush scheduling

5. Special Circumstances

5.1 Medical or Emergency Situations

We understand that unexpected medical emergencies or serious personal circumstances may prevent you from continuing with our services. In such cases:

• Provide documentation (medical certificate, official documentation) within 7 days
• Contact us as soon as possible to discuss options
• We may offer program suspension for up to 90 days
• Full or partial refunds may be considered on a case-by-case basis
• Credit toward future services may be offered as an alternative

5.2 Service Quality Issues

If you experience issues with service quality:

• Step 1: Contact us immediately at [email protected] with specific details
• Step 2: We will investigate and respond within 2 business days
• Step 3: Remedial actions may include: replacement sessions, different coach assignment, partial refunds, or program adjustments
• Step 4: If unresolved, formal refund request may be submitted

5.3 Technical Issues (Virtual Sessions)

For virtual coaching sessions experiencing technical difficulties:

• If technical issues prevent session completion, we will reschedule at no charge
• No refund necessary if replacement session is acceptable
• If rescheduling is not possible, full refund for that session will be provided
• Client-side technical issues (poor internet, device problems) do not qualify for refunds

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit Written Request: Email [email protected] with subject line "Refund Request - [Your Name]"
2. Provide Information:
   • Your full name and contact information
   • Order/invoice number
   • Service type and purchase date
   • Number of sessions completed
   • Detailed reason for refund request
   • Any supporting documentation (if applicable)
3. Await Review: We will review your request within 3-5 business days
4. Receive Decision: You will receive our decision via email with explanation
5. Process Refund: If approved, refund will be processed within 7-10 business days

6.2 Review Timeline

Stage	Timeline
Request Acknowledgment	Within 24 hours
Request Review	3-5 business days
Decision Communication	Within 1 business day of review completion
Refund Processing (if approved)	7-10 business days
Refund Appears in Account	3-5 business days after processing (bank dependent)

6.3 Required Documentation

Depending on your refund reason, you may need to provide:

• Medical Emergency: Doctor's note or medical certificate
• Job Relocation: Employment letter or relocation documentation
• Financial Hardship: Relevant financial documentation
• Service Quality Issues: Detailed description of problems encountered

7. Refund Methods and Processing

7.1 Refund Methods

Refunds will be issued using the original payment method:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Bank Transfer: Refunded to the bank account from which payment was made
• PayPal: Refunded to the original PayPal account

Important Notes:

• Refunds cannot be issued to different payment methods or accounts
• If the original payment method is no longer valid, contact us to arrange alternative refund method
• Currency conversion fees (if applicable) are the responsibility of the client

7.2 Partial Refunds

Partial refunds may be issued in the following scenarios:

• Pro-rated refunds for multi-session packages
• Refunds minus administrative fees
• Refunds minus completed session costs
• Refunds for specific services within a package

7.3 Refund Processing Time

Once a refund is approved:

• We process the refund within 7-10 business days
• Your bank or payment provider may take an additional 3-5 business days to credit your account
• Total timeframe: approximately 10-15 business days from approval
• You will receive a confirmation email once the refund is processed

8. Alternatives to Refunds

Before requesting a refund, consider these alternatives:

8.1 Service Credit

• Receive credit for future services instead of a refund
• Credits are valid for 12 months from issue date
• Can be applied to any Veltrionics service
• May include bonus value (e.g., 110% of refund amount as credit)

8.2 Program Suspension

• Temporarily pause your program for up to 90 days
• Resume when your schedule permits
• Ideal for temporary circumstances (travel, work commitments, illness)
• No additional fees for suspension

8.3 Schedule Adjustment

• Modify your session schedule to better fit your availability
• Change from in-person to virtual sessions (or vice versa)
• Adjust session frequency or duration

8.4 Service Transfer

• Transfer your remaining sessions to another person
• Ideal if your circumstances have changed but you know someone who would benefit
• Requires written authorization and new client registration

8.5 Coach Reassignment

• If you're not connecting well with your assigned coach, request a different coach
• We have multiple experienced coaches with different styles and specializations
• No additional fees for coach changes

9. Disputes and Appeals

9.1 If Your Refund Request is Denied

If your initial refund request is denied and you disagree with the decision:

1. Review the denial explanation carefully
2. Gather any additional supporting evidence or documentation
3. Submit an appeal in writing to [email protected] with subject "Refund Appeal"
4. Include:
   • Original refund request details
   • Reason for appeal
   • Any new information or documentation
   • Specific policy provisions you believe support your case
5. Appeals are reviewed by senior management within 5-7 business days
6. Appeal decisions are final

9.2 Mediation

If you are not satisfied with the outcome of your appeal, we encourage mediation before pursuing legal action:

• Both parties agree to attempt good-faith mediation
• Mediation costs are shared equally
• Mediator will be mutually agreed upon or appointed by local mediation services

10. Chargebacks

We take chargebacks seriously. If you dispute a charge with your bank or credit card company:

• Contact Us First: Most issues can be resolved quickly through direct communication
• Provide Evidence: We will provide full documentation to your financial institution
• Chargeback Fees: If a chargeback is found to be unjustified, you may be liable for chargeback fees (typically €25-50)
• Service Suspension: Services will be suspended pending chargeback resolution

11. Special Promotions and Discounts

For services purchased with promotional discounts or special offers:

• Refunds are calculated based on the discounted price paid, not the regular price
• Promotional terms and conditions may include specific refund restrictions
• Some promotions may be marked as "non-refundable" – this will be clearly stated at purchase
• Bundle deals and package promotions may have different refund terms

12. Corporate and Group Bookings

For corporate clients or group bookings:

• Custom refund terms may be negotiated in your service agreement
• Contact us at [email protected] to discuss corporate refund policies
• Group session refunds are calculated per participant
• Minimum participant requirements may affect refund eligibility

13. Consumer Rights

This Refund Policy does not affect your statutory rights under Portuguese and European Union consumer protection law, including:

• Right of Withdrawal (EU): 14-day cooling-off period for distance contracts (does not apply to services already fully performed)
• Faulty Services: Right to refund if services are not as described or of satisfactory quality
• Consumer Protection: Rights under Portuguese Consumer Protection Law (Lei de Defesa do Consumidor)

For more information about your consumer rights, visit: www.consumidor.gov.pt

14. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on this page with a new "Last Updated" date
• Not affect services already purchased under previous policy terms
• Apply to all purchases made after the effective date of changes
• Be communicated to existing clients via email when material changes occur

15. Contact Information

16. Frequently Asked Questions

Q: Can I get a refund if I simply change my mind?

A: If you cancel before your first session and provide more than 48 hours' notice, yes. After your first session, our First Session Satisfaction Guarantee applies. After that, refunds are subject to the terms outlined for your specific service type.

Q: What if I'm not satisfied after several sessions?

A: We encourage you to communicate concerns early. While our satisfaction guarantee applies only to the first session, we're committed to your success and will work to address any issues. Depending on circumstances, we may offer alternatives such as coach reassignment, program adjustment, or partial refunds.

Q: How long does it take to receive my refund?

A: Once approved, refunds are processed within 7-10 business days. Your bank may take an additional 3-5 business days to credit your account. Total time: approximately 10-15 business days.

Q: Can I transfer my sessions to someone else instead of getting a refund?

A: Yes! Service transfers are allowed with written authorization. This can be a great alternative to requesting a refund.

Q: What happens to my course materials if I get a refund?

A: Access to digital materials and resources will be revoked upon refund processing. Physical materials should be returned if requested.

Q: Are there any fees for processing refunds?

A: Administrative fees vary by service type and timing, ranging from €20-50 or 15-25% of the refund amount, as detailed in Section 3 above.