Refund Policy

Effective Date: January 1, 2025

At Master Your Voice, we are committed to providing high-quality professional coaching services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and granted for our interview coaching, public speaking training, oratory skills development, and personal consultation services.

Please read this policy carefully before purchasing our services. By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy.

1. General Refund Principles

Our refund policy is designed to be fair to both our clients and our business while maintaining the quality and value of our coaching services. We recognize that circumstances may arise that necessitate cancellation or refund requests, and we strive to handle each situation with understanding and professionalism.

2. Cancellation and Refund Timeframes

Refund eligibility is determined primarily by when you cancel relative to your scheduled session or program start date.

Cancellation Timeframe	Refund Percentage	Conditions
More than 7 days before first session	100% refund	Full refund of all fees paid, minus processing fees (if applicable)
3-7 days before first session	50% refund	50% of fees refunded; remaining amount covers administrative costs and reserved coach time
Less than 3 days (72 hours) before first session	No refund	No refund provided due to inability to fill reserved coach time
No-show (failure to attend without notice)	No refund	Full session fee forfeited

2.1 Emergency Circumstances

We understand that genuine emergencies occur. In cases of documented medical emergencies, family emergencies, or other extraordinary circumstances that prevent attendance with less than 72 hours notice, we may offer session rescheduling or partial refunds at our discretion. Documentation may be required.

3. Single Session Refund Policy

3.1 Before Service Delivery

For individual coaching sessions booked and paid for in advance:

• 7+ days notice: Full refund minus any transaction fees (typically 3-5% for credit card processing)
• 3-7 days notice: 50% refund of the session fee
• Less than 3 days notice: No refund; session fee is forfeited

3.2 After Service Delivery

Once a coaching session has been conducted, the session fee is non-refundable. We invest significant time and expertise in each session, and the value is delivered during the session itself. If you are dissatisfied with a completed session, please contact us to discuss your concerns, and we will work to address them in future sessions.

3.3 Rescheduling vs. Cancellation

If you need to change your session date rather than cancel entirely, we offer one complimentary reschedule per session if provided with at least 24 hours notice. The rescheduled session must be used within 60 days of the original booking date. Additional rescheduling requests may incur administrative fees.

4. Multi-Session Package Refund Policy

4.1 Before Any Sessions Begin

For multi-session packages or coaching programs purchased but not yet started:

• Cancellation 14+ days before start: Full refund minus 10% administrative fee (minimum $50 or equivalent)
• Cancellation 7-14 days before start: 75% refund
• Cancellation 3-7 days before start: 50% refund
• Cancellation less than 3 days before start: 25% refund

4.2 After Partial Completion

For packages where some sessions have been completed:

• Refunds are calculated based on sessions remaining at standard single-session rates
• The package discount is forfeited, and completed sessions are charged at regular rates
• If the value of completed sessions at regular rates exceeds the package price paid, no refund is provided
• A 20% administrative fee is deducted from any calculated refund amount

4.3 Package Expiration

Multi-session packages typically expire 6-12 months from the purchase date (as specified at time of purchase). Unused sessions after the expiration date are forfeited with no refund. Extension requests must be made before expiration and may be granted for legitimate reasons, potentially with an extension fee.

4.4 Example Calculation

Example: You purchase a 5-session package for $500 (standard single session price: $150 each). After completing 2 sessions, you cancel.

• Value of 2 completed sessions at standard rate: $300
• Remaining package value: $500 - $300 = $200
• Administrative fee (20%): $40
• Refund amount: $200 - $40 = $160

5. Specialized Program Refund Policy

5.1 Intensive Workshops and Seminars

For intensive workshops, multi-day seminars, or specialized training programs:

• 30+ days before start: Full refund minus $100 administrative fee
• 14-30 days before start: 50% refund
• Less than 14 days before start: No refund (non-refundable)

These programs require significant advance preparation, material creation, and logistical coordination, necessitating stricter cancellation policies.

5.2 Group Coaching Programs

Group coaching programs have limited enrollment and are non-refundable once started due to the collaborative nature and impact on other participants. Before program start:

• 21+ days before start: Full refund minus 15% administrative fee
• 7-21 days before start: 50% refund
• Less than 7 days before start: No refund

5.3 Custom Corporate Programs

Customized coaching programs designed for corporate clients or organizations have unique terms negotiated in separate agreements. Generally, deposits are non-refundable after program design begins, and refunds for cancellation are subject to the specific contract terms.

6. Satisfaction Guarantee

6.1 First Session Guarantee

We stand behind the quality of our coaching. If you are unsatisfied with your first session and believe it did not meet the standards we promised, please contact us within 48 hours of the session. We will:

• Discuss your concerns in detail
• Offer a complimentary follow-up session with a different coach if you prefer
• Consider a refund if we cannot resolve your concerns satisfactorily

6.2 Ongoing Quality Commitment

While sessions beyond the first are generally non-refundable once completed, we are committed to your satisfaction throughout your coaching journey. If you have concerns about any session, please raise them immediately so we can address them and adjust our approach in subsequent sessions.

7. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

• Consultation fees for initial assessments or strategy sessions
• Administrative fees and payment processing charges
• Materials, books, or resources that have been delivered or accessed
• Recording or documentation fees
• Services rendered in whole or in part
• No-show appointments where no advance notice was provided
• Sessions cancelled within the non-refundable timeframe
• Services where refund rights were explicitly waived in writing

8. Refund Request Process

8.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit a Written Request: Email us at [email protected] with "Refund Request" in the subject line
2. Include Required Information:
   • Your full name and contact information
   • Service purchased and date(s) of purchase
   • Reason for refund request
   • Original payment method and transaction details
   • Preferred refund method
3. Provide Documentation: If requesting a refund due to emergency circumstances, provide relevant documentation
4. Allow Processing Time: We will review your request within 3-5 business days

8.2 Review and Decision

We will review your refund request based on:

• The timing of your cancellation
• The type of service purchased
• Services already delivered
• Circumstances of the cancellation
• This Refund Policy and our Terms & Conditions

We will communicate our decision via email, including the refund amount (if approved) and expected processing timeframe.

8.3 Refund Processing

Approved refunds will be processed within 10-15 business days of approval. Refunds are issued to the original payment method whenever possible. Processing times may vary depending on your financial institution:

• Credit/Debit Cards: 5-10 business days after processing
• Bank Transfers: 3-7 business days after processing
• Other Payment Methods: As specified at time of refund approval

8.4 Disputes

If you disagree with our refund decision, you may request reconsideration by providing additional information or context. Final decisions will be made by senior management and communicated in writing.

9. Chargebacks and Payment Disputes

We work diligently to resolve refund requests fairly and promptly. However, if you initiate a chargeback or payment dispute with your financial institution without first attempting to resolve the matter with us:

• We may suspend your access to services immediately
• We will provide documentation to your financial institution showing service delivery and policy agreement
• You may be held responsible for costs associated with defending against invalid chargebacks
• Future services may require payment via non-reversible methods

We encourage you to contact us directly before initiating any payment disputes so we can work together to find a resolution.

10. Cancellation by Master Your Voice

10.1 Service Cancellation

If we must cancel a scheduled session due to coach illness, emergency, or other circumstances beyond our control, we will:

• Notify you as soon as reasonably possible
• Offer to reschedule at your convenience with no additional charge
• Provide a full refund if rescheduling is not acceptable to you

10.2 Program Discontinuation

If we discontinue a program or service you have purchased but not yet received, you will receive a full refund for the unused portion or be offered comparable alternative services at no additional cost.

10.3 Termination for Policy Violations

If we terminate your services due to violation of our Terms & Conditions, code of conduct, or other policies, no refund will be provided for remaining sessions or programs.

11. Special Circumstances

11.1 Medical Emergencies

In cases of documented medical emergencies affecting you or an immediate family member, we may waive standard cancellation timeframes and offer full refunds or credit toward future services. Medical documentation may be required.

11.2 Military Deployment or Relocation

For clients who are military personnel subject to sudden deployment or mandatory relocation, we will work with you to provide appropriate refunds or transfer services to online delivery when possible.

11.3 Natural Disasters and Force Majeure

In cases of natural disasters, pandemics, or other force majeure events that prevent service delivery, we will work with affected clients to reschedule services or provide appropriate refunds or credits.

12. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. However, changes will not apply retroactively to services purchased before the effective date of the modified policy.

We will notify clients of material changes to this policy via email or prominent website notice. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

13. Questions and Contact Information