Refund Policy

Last Updated: January 15, 2025

1. Introduction

At MasterySpeakPro, we are committed to providing high-quality educational services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds will be processed for courses, consultations, and other services provided by MasterySpeakPro (Company Registration Number: 45828919).

This policy should be read in conjunction with our Terms and Conditions. By purchasing our services, you acknowledge and agree to this Refund Policy.

2. General Refund Principles

Our refund policy is designed to be fair to both our students and our organization. We understand that circumstances change, and we strive to accommodate reasonable refund requests while ensuring the sustainability of our educational programs.

3. Course Refund Schedule

Refunds for courses are calculated based on the time between your cancellation request and the scheduled course start date:

4. Individual Consultation Refunds

4.1 Single Session Consultations

• More than 48 hours before appointment: Full refund
• 24-48 hours before appointment: 50% refund
• Less than 24 hours before appointment: No refund
• No-show: No refund

4.2 Multi-Session Packages

For consultation packages containing multiple sessions:

• Refunds are calculated based on the number of sessions completed
• Unused sessions may be refunded at a pro-rated amount minus a 15% administrative fee
• Refund requests must be made before 50% of package sessions are completed
• No refunds available once more than 50% of sessions have been completed

5. Special Circumstances Refunds

5.1 Medical Emergencies

We understand that unexpected medical situations occur. If you cannot attend due to a medical emergency:

• Provide written documentation from a medical professional
• Submit refund request within 7 days of the missed session
• We will offer either a full refund or transfer to a future date

5.2 Family Emergencies

In cases of serious family emergencies (death of immediate family member, hospitalization, etc.):

• Contact us as soon as possible
• Provide appropriate documentation if available
• We will work with you to find a suitable solution, including possible full refund

5.3 Course Cancellation by MasterySpeakPro

If we cancel a course due to insufficient enrollment, instructor unavailability, or other reasons:

• You will receive a full 100% refund
• Alternatively, you may transfer your payment to another course or date
• We will notify you at least 7 days in advance when possible
• Refunds will be processed within 7 business days

6. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

• Course materials that have been downloaded or accessed
• Recorded session access after viewing
• Digital content that has been delivered
• Administrative fees and processing charges
• Third-party services arranged on your behalf
• Promotional or discounted courses (special terms apply)

7. Partial Course Completion

If you have started a course but cannot complete it:

• No refunds for completed sessions
• You may request a transfer to future course dates (subject to availability)
• Unused portions may be eligible for credit toward future services
• Course materials access may be extended to allow self-paced completion

8. Transfer Policy

As an alternative to refunds, we offer course transfers:

• Transfer to a different course date (subject to availability)
• Transfer to a different course type (may require additional payment if price differs)
• One free transfer allowed per enrollment
• Additional transfers subject to £25 administrative fee
• Transfers must be requested at least 7 days before original course date

9. Refund Request Process

To request a refund, please follow these steps:

1. Submit Written Request: Email [email protected] with "Refund Request" in the subject line
2. Include Required Information:
   • Your full name and contact information
   • Course or service name and date
   • Booking/registration number
   • Reason for refund request
   • Any supporting documentation (if applicable)
3. Await Confirmation: We will acknowledge your request within 2 business days
4. Review Process: Your request will be reviewed and processed according to this policy
5. Receive Decision: You will be notified of the decision within 5 business days

10. Refund Processing

10.1 Processing Time

• Approved refunds are processed within 7-10 business days
• Refunds will be issued to the original payment method
• Bank processing times may add 3-5 additional business days
• You will receive confirmation email once refund is processed

10.2 Refund Methods

• Credit/Debit Card: Refunded to original card (3-5 business days for funds to appear)
• Bank Transfer: Refunded via bank transfer (provide bank details)
• Other Methods: Refunded using the same method as original payment

10.3 Administrative Fees

A £10 administrative fee may be deducted from refunds in certain circumstances:

• Refunds processed after course materials have been shipped
• Multiple refund requests from the same customer
• Refunds requiring extensive processing or verification

11. Dispute Resolution

If you disagree with a refund decision:

1. Contact us at [email protected] to discuss your concerns
2. Provide any additional information or documentation
3. Request escalation to management for review
4. We will provide a final decision within 10 business days

We are committed to resolving disputes fairly and amicably.

12. Consumer Rights (UK)

Nothing in this policy affects your statutory rights as a consumer under UK law, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Your right to cancel within 14 days of purchase (cooling-off period)

If services have been fully performed during the cooling-off period with your consent, the right to cancel may be lost.

13. Cooling-Off Period

Under UK Consumer Contracts Regulations, you have a 14-day cooling-off period for online purchases:

• Starts from the date of purchase
• You may cancel for any reason and receive a full refund
• This right is lost if the course begins during this period with your explicit consent
• To exercise this right, contact us with clear notification of your decision

14. Force Majeure and Service Disruption

In cases of service disruption due to events beyond our control (natural disasters, pandemics, etc.):

• We will make reasonable efforts to deliver services through alternative means
• If alternative delivery is not possible, you will receive a full refund or course credit
• We are not liable for consequential damages resulting from service disruption

15. Quality Guarantee

We stand behind the quality of our services. If you are unsatisfied with your course within the first session:

• Notify us immediately after the first session
• Provide specific feedback about your concerns
• We will offer either a full refund or alternative solution
• This guarantee applies only to the first session of multi-session courses

16. Group Bookings and Corporate Clients

Refund terms for group bookings and corporate clients may differ:

• Custom refund terms may be negotiated in writing
• Group cancellations follow standard policy unless otherwise agreed
• Contact us directly to discuss corporate refund arrangements

17. Changes 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. The policy in effect at the time of your purchase governs your transaction. Significant changes will be communicated via email to registered users.

18. Contact Information

For questions regarding this Refund Policy or to initiate a refund request, please contact us using the information above. We are committed to processing your request promptly and fairly.

We appreciate your business and strive to ensure your complete satisfaction with our services.