Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At Communication Skills Academy Osaka, we are committed to providing high-quality coaching services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds are issued for our services.

1. General Refund Principles

Our refund policy is designed to be fair to both our clients and our business. We offer refunds under specific circumstances as outlined in this policy. All refund requests must be submitted in writing and are subject to review and approval.

2. Single Session Refunds

2.1 Cancellation Timeline

Refunds for single coaching sessions are based on the timing of your cancellation:

2.2 Emergency Exceptions

We understand that genuine emergencies occur. In cases of:

• Documented medical emergencies
• Family emergencies
• Natural disasters or force majeure events

We may offer a full refund or complimentary rescheduling at our discretion. Documentation may be required to verify the emergency.

3. Multi-Session Package Refunds

3.1 Before First Session

If you cancel a multi-session package before your first session:

• Within 7 days of purchase: 100% refund minus administrative fee (¥5,000)
• 8-14 days after purchase: 80% refund
• More than 14 days after purchase: 50% refund

3.2 After Starting Sessions

If you wish to cancel after beginning a package program:

• Completed sessions are non-refundable
• Unused sessions may be refunded at 50% of their pro-rated value
• Minimum of 24 hours' notice required
• Administrative fee of ¥5,000 applies

3.3 Package Expiration

Multi-session packages have validity periods specified at time of purchase (typically 6-12 months). No refunds are provided for:

• Unused sessions after expiration date
• Extensions beyond the original validity period

We send reminder notifications 30 and 14 days before package expiration.

4. Corporate Training Refunds

Corporate training programs follow customized agreements. General refund terms include:

• Cancellation more than 30 days before start: 100% refund minus ¥20,000 planning fee
• Cancellation 15-30 days before start: 50% refund
• Cancellation less than 15 days before start: No refund
• After program commencement: No refund for completed portions

Specific terms may be negotiated in the corporate service agreement.

5. Satisfaction Guarantee

5.1 First Session Guarantee

We stand behind the quality of our coaching. If you are dissatisfied with your first single session for any reason, you may request a full refund within 24 hours of the session completion by:

• Contacting us via email or phone
• Providing brief feedback about your concerns
• Requesting the refund in writing

This guarantee applies only to first-time clients and single sessions, not packages or subsequent sessions.

5.2 Quality Issues

If a session does not meet our quality standards due to:

• Coach being significantly late without notice
• Session being substantially shorter than scheduled
• Technical issues on our end preventing proper delivery

We will offer a complimentary replacement session or full refund at your choice.

6. Non-Refundable Items

The following are non-refundable under any circumstances:

• Completed coaching sessions
• Downloadable materials or resources already accessed
• Administrative or processing fees
• Third-party costs incurred on your behalf
• Discounted or promotional session packages (unless otherwise specified)
• Gift certificates or vouchers (unless required by law)

7. Refund Processing

7.1 How to Request a Refund

To request a refund, please:

1. Submit a written refund request via email or our contact form
2. Include your full name, contact information, and booking reference
3. Clearly state the reason for the refund request
4. Provide any required documentation (for emergency exceptions)

7.2 Refund Review Process

Upon receiving your refund request:

• We will acknowledge receipt within 2 business days
• Requests are reviewed within 5-7 business days
• You will be notified of the decision via email
• If approved, refunds are processed within 10 business days

7.3 Refund Methods

Approved refunds are issued using the original payment method:

• Credit/Debit Cards: 5-10 business days to appear on statement
• Bank Transfer: 3-5 business days
• Other Methods: As applicable, up to 14 business days

Please note that your financial institution may require additional processing time.

8. Rescheduling Policy

As an alternative to refunds, we offer flexible rescheduling options:

8.1 Free Rescheduling

Available when notice is provided:

• More than 48 hours before session: Unlimited free rescheduling
• 24-48 hours before session: One free reschedule per booking

8.2 Rescheduling Fees

After using free rescheduling options:

• Additional rescheduling: ¥3,000 fee per change
• Less than 24 hours' notice: ¥5,000 fee (if rescheduling permitted)

9. Academy-Initiated Cancellations

If we must cancel your session due to:

• Coach illness or emergency
• Technical issues preventing service delivery
• Unforeseen circumstances or force majeure

You will receive:

• Choice 1: Full refund processed within 5 business days
• Choice 2: Priority rescheduling at your convenience
• Choice 3: Complimentary additional 15 minutes added to rescheduled session

10. Disputes and Appeals

10.1 Dispute Process

If you disagree with a refund decision:

1. Submit a written appeal within 14 days of the decision
2. Provide additional information or documentation supporting your request
3. Appeals are reviewed by senior management
4. Final decision is provided within 7 business days

10.2 Escalation

If you remain dissatisfied after the appeals process:

• You may request mediation or arbitration as outlined in our Terms & Conditions
• Consumer protection agencies may be contacted per local regulations

11. Special Circumstances

11.1 Extended Illness or Travel

For documented extended illness or unexpected travel preventing use of prepaid sessions:

• Package validity may be extended up to 6 additional months
• Partial refunds may be considered on a case-by-case basis
• Medical documentation or travel verification required

11.2 Unsuitable Coach Match

If you feel your assigned coach is not a good match:

• Request a coach change at no additional cost
• One complimentary session with the new coach
• If still unsatisfied, partial refund for unused sessions may be offered

12. Payment Disputes and Chargebacks

If you initiate a chargeback or payment dispute:

• Please contact us first to resolve the issue directly
• Chargebacks may result in suspension of services
• We reserve the right to pursue the disputed amount
• Administrative fees may apply for unjustified chargebacks

Direct resolution is faster and more effective than payment disputes.

13. Modifications to Refund Policy

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

• Be posted on our website with an updated date
• Apply to purchases made after the effective date
• Not affect existing bookings made under previous policy terms

We recommend reviewing this policy periodically.

14. Legal Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. In jurisdictions where consumer protection laws provide greater rights than this policy, those laws will prevail.

15. Contact Information

16. Acknowledgment

By purchasing our services, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the terms and conditions stated herein
• You understand the circumstances under which refunds are and are not provided
• You accept the processing timelines and methods outlined

We value your business and strive to provide exceptional coaching services. If you have any questions about our Refund Policy, please don't hesitate to contact us. We're here to help ensure your satisfaction with our services.