Refund Policy

1. Introduction

At Orvexionara, we are committed to providing high-quality professional coaching and consulting services. This Refund Policy outlines our policies and procedures regarding refunds, cancellations, and dissatisfaction with our Services.

By purchasing or booking our Services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

2. Service Categories and Refund Eligibility

Our Services are divided into different categories, each with specific refund terms:

2.1 Individual Coaching Sessions

Individual one-on-one coaching sessions, including interview preparation, public speaking coaching, and personalized consulting.

2.2 Package Services

Multi-session packages that include a predetermined number of coaching sessions at a discounted rate.

2.3 Group Workshops and Training

Group sessions, workshops, or training programs with multiple participants.

2.4 Digital Products and Resources

Downloadable guides, recorded webinars, online courses, or other digital materials.

3. Cancellation Policy

3.1 Cancellation by Client

24+ Hours Notice: If you cancel or reschedule a scheduled appointment with at least 24 hours' notice, you may:

• Reschedule to another available time slot at no additional charge
• Receive full credit toward future services
• Request a full refund (processing may take 5-10 business days)

Less than 24 Hours Notice: Cancellations made with less than 24 hours' notice will result in:

• Forfeiture of 50% of the session fee
• Credit of 50% of the session fee toward a future session (valid for 90 days)
• No cash refund available

No-Show Policy: If you fail to attend a scheduled session without prior notice:

• The full session fee will be forfeited
• No refund or credit will be provided
• The session will be considered completed for package purposes

3.2 Cancellation by Orvexionara

If we need to cancel a scheduled session due to unforeseen circumstances:

• We will notify you as soon as possible
• You will receive full refund or the option to reschedule at no additional charge
• If the cancellation causes significant inconvenience, we may offer additional compensation at our discretion

4. Refund Policy by Service Type

4.1 Individual Coaching Sessions - Refund Terms

4.2 Package Services - Refund Terms

Before Any Sessions: Full refund available if requested before the first session, minus a 10% administrative fee.

After Some Sessions: If you've completed some but not all sessions in a package:

• Refund calculated based on unused sessions at regular (non-package) pricing
• Minus a 15% administrative fee
• Completed sessions charged at full individual session rate

Example Calculation:

4.3 Group Workshops and Training - Refund Terms

More than 14 days before event: Full refund minus 10% administrative fee

7-14 days before event: 50% refund

Less than 7 days before event: No refund, but credit toward future events may be provided

After event starts: No refunds or credits available

4.4 Digital Products and Resources - Refund Terms

Before Downloading/Accessing: Full refund available if requested before accessing or downloading the content.

After Downloading/Accessing: Due to the nature of digital products:

• Refunds generally not available once content has been accessed
• Exceptions may be made if content is significantly defective or misrepresented
• Must report issues within 7 days of purchase with detailed explanation

5. Satisfaction Guarantee

We stand behind the quality of our Services. If you are not satisfied with your first individual coaching session, please contact us within 48 hours. We will:

• Discuss your concerns and expectations
• Offer to match you with a different coach if appropriate
• Provide a complimentary additional session to address concerns
• Offer a full refund if we cannot resolve your concerns satisfactorily

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact us via email at [email protected] or phone at +963598310277
2. Include the following information:
   • Your full name and contact information
   • Service purchased and date of purchase
   • Reason for refund request
   • Original payment method information
   • Any supporting documentation
3. Submit your request within the applicable time frame specified in this policy

6.2 Refund Processing

Once your refund request is received and approved:

• You will receive confirmation within 2-3 business days
• Refunds will be processed to the original payment method within 5-10 business days
• Depending on your financial institution, it may take an additional 3-5 business days for the refund to appear in your account
• You will receive a confirmation email once the refund has been processed

7. Non-Refundable Items and Services

The following are generally non-refundable:

• Completed coaching sessions
• No-show appointments
• Administrative or processing fees
• Accessed digital content or downloaded materials
• Services rendered more than 30 days ago
• Promotional or discounted services (unless defective)
• Gift cards or gift certificates

8. Rescheduling Policy

8.1 Rescheduling by Client

You may reschedule appointments subject to the following terms:

• More than 24 hours notice: Free rescheduling to any available time slot
• 12-24 hours notice: Rescheduling fee of €25 may apply
• Less than 12 hours notice: Subject to 50% session fee as per cancellation policy
• Rescheduling limits: Maximum of 2 reschedules per session; additional reschedules subject to fees

8.2 Rescheduling by Orvexionara

If we need to reschedule your appointment:

• We will provide as much advance notice as possible
• We will offer alternative time slots
• No fees or penalties will apply
• If no suitable alternative is available, you may request a full refund

9. Special Circumstances

9.1 Medical or Emergency Situations

We understand that emergencies happen. In case of medical emergencies, serious illness, or other extenuating circumstances:

• Contact us as soon as possible to explain the situation
• Provide documentation if requested (medical certificate, etc.)
• We will work with you to find a suitable solution, which may include:
  • Rescheduling without penalty
  • Extended credit validity
  • Partial or full refund consideration

9.2 Technical Issues

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

• Issues on our end: Free rescheduling or full refund
• Issues on your end: We will attempt to reschedule within the same time block if possible; otherwise, standard rescheduling policy applies
• Internet service provider issues: Treated as special circumstance; contact us to discuss options

10. Disputes and Resolution

10.1 Dispute Resolution Process

If you have a dispute regarding a refund decision:

1. Contact us directly to discuss your concerns
2. Provide detailed explanation and any supporting evidence
3. We will review your case within 5 business days
4. A senior team member will provide a final decision
5. If still unsatisfied, you may pursue resolution through applicable consumer protection agencies

10.2 Consumer Rights

This Refund Policy does not affect your statutory rights under Portuguese and European Union consumer protection laws. In accordance with EU Directive 2011/83/EU, consumers have the right to withdraw from distance contracts within 14 days, except for services that have been fully performed with the consumer's prior express consent.

11. Payment Method Specific Policies

11.1 Credit/Debit Card Refunds

Refunds to credit or debit cards will be processed to the original card used for purchase. If the original card is no longer valid, please contact us to arrange an alternative refund method.

11.2 Bank Transfer Refunds

Refunds for payments made via bank transfer will be returned to the originating bank account. Please provide your bank account details when requesting a refund.

11.3 Third-Party Payment Platforms

If payment was made through a third-party platform (PayPal, Stripe, etc.), refunds will be processed through that same platform and are subject to their processing times and policies.

12. Package and Subscription Services

12.1 Multi-Session Packages

For packages with multiple sessions:

• Packages must be used within 6 months of purchase unless otherwise specified
• Unused sessions expire after 6 months with no refund
• Package extensions may be available for a fee under special circumstances
• Packages are non-transferable to other individuals

12.2 Ongoing Service Agreements

If you have an ongoing service agreement or subscription:

• You may cancel at any time with 30 days' written notice
• You will be charged for services through the end of the notice period
• No refunds for partial months
• Any pre-paid amounts for future months will be refunded

13. Force Majeure

In the event of circumstances beyond our control (natural disasters, pandemics, government restrictions, etc.):

• We will make every effort to continue providing services remotely if possible
• If services cannot be provided, you may choose between rescheduling or a full refund
• Extended credit validity may be offered without additional charge

14. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify clients of material changes via email if we have your email address on file.

Your continued use of our Services after any changes indicates your acceptance of the updated Refund Policy. Refund requests will be processed according to the policy in effect at the time of purchase.

15. Contact Information for Refund Requests

For all refund requests, questions, or concerns about this policy, please contact us:

16. Acknowledgment

By purchasing or booking our Services, you acknowledge that you have read, understood, and agree to this Refund Policy. If you have any questions before making a purchase, please contact us for clarification.

Last Updated: January 1, 2025
This Refund Policy is effective as of the date stated above and applies to all services offered by Orvexionara.