Refund Policy

Last Updated: January 15, 2025

1. Overview

At Elite Speak Craft, we are committed to providing high-quality educational services. We understand that circumstances may change, and we have established this Refund Policy to address various scenarios fairly and transparently.

This policy applies to all services offered by Elite Speak Craft, including:

• Individual consultation sessions
• Course packages and programs
• Group workshops and seminars
• Online courses and materials

2. Free Consultation

We offer a free initial consultation to all prospective clients. This consultation allows you to:

• Discuss your goals and learning objectives
• Learn about our teaching methodology
• Ask questions about our services
• Determine if our services are a good fit for your needs

We encourage you to take advantage of this free consultation before committing to any paid services. No refund is necessary for this complimentary service.

3. Cooling-Off Period (UK Consumer Rights)

3.1 Exercising Your Right

To exercise your cooling-off right, you must send us a clear written statement (email or letter) indicating your decision to cancel. You may use the cancellation form template provided at the end of this policy or submit your own written notice.

3.2 Refund Processing

If you cancel within the 14-day cooling-off period:

• We will refund all payments received from you
• Refunds will be processed within 14 days of receiving your cancellation notice
• Refunds will be issued using the same payment method you used for the original transaction

3.3 Services Already Provided

If you have expressly requested that services begin during the cooling-off period, and you then cancel:

• You must pay a proportionate amount for services already provided
• The refund will be reduced by the value of services delivered up to the point of cancellation
• The calculation will be based on the per-session rate or proportionate course value

4. Refund Policy for Single Sessions

4.1 Cancellation by Client

Notice Period	Refund Amount
More than 48 hours before session	100% refund or free rescheduling
24-48 hours before session	50% refund or rescheduling with £20 fee
Less than 24 hours before session	No refund; rescheduling subject to £40 fee
No-show (no notice)	No refund; no rescheduling

4.2 Emergency Circumstances

We recognize that genuine emergencies occur. If you need to cancel due to a documented emergency (such as serious illness, family emergency, or other unforeseen circumstances), please contact us immediately. We will review each case individually and may waive cancellation fees at our discretion.

5. Refund Policy for Course Packages

5.1 Before Course Commencement

If you cancel a course package before the first session (and outside the 14-day cooling-off period):

• Cancellation more than 7 days before start date: 90% refund (10% administrative fee retained)
• Cancellation 3-7 days before start date: 75% refund
• Cancellation less than 3 days before start date: 50% refund

5.2 After Course Commencement

Once a course package has begun:

• Within first 2 sessions: You may receive a pro-rata refund for unused sessions, minus completed sessions and a 15% administrative fee
• After 2 sessions: No refund available for unused sessions
• Exception: Documented extenuating circumstances (medical emergency, relocation, etc.) will be considered on a case-by-case basis

5.3 Package Transfer Option

As an alternative to a refund, you may:

• Transfer your package to another person (subject to approval and £50 transfer fee)
• Pause your package for up to 6 months (one-time option, £30 administrative fee)
• Switch to a different program of equal or lesser value (difference non-refundable)

6. Refund Policy for Group Workshops

6.1 Client Cancellation

• More than 14 days before event: Full refund minus £25 processing fee
• 7-14 days before event: 50% refund
• Less than 7 days before event: No refund, but you may transfer your spot to another person at no charge

6.2 Workshop Cancellation by Elite Speak Craft

If we cancel a workshop due to insufficient enrollment or other reasons:

• Full refund will be issued within 7 business days
• Alternative workshop dates may be offered
• You may choose to receive a credit for future workshops

7. Online Courses and Digital Materials

7.1 Digital Content Refunds

Due to the nature of digital products, refunds for online courses and downloadable materials are limited:

• Within 7 days of purchase AND before accessing more than 20% of content: Full refund available
• After accessing more than 20% of content: No refund available
• Technical issues: If you experience technical problems preventing access, we will resolve the issue or provide a full refund

7.2 Quality Guarantee

If you are genuinely dissatisfied with the quality of an online course within the first 7 days and have engaged with the material, please contact us to discuss your concerns. We may offer:

• Additional support or resources
• A different course more suited to your needs
• A partial or full refund at our discretion

8. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

• Administrative and processing fees
• Materials and resources already provided or shipped
• Services rendered or sessions attended
• Third-party fees (payment processing fees, platform fees, etc.)
• Custom-created materials or personalized content developed specifically for you
• Special event tickets or conference registrations

9. Cancellation by Elite Speak Craft

9.1 Individual Session Cancellation

If we need to cancel an individual session due to instructor illness, emergency, or other unforeseen circumstances:

• We will offer to reschedule at a mutually convenient time
• If rescheduling is not possible, a full refund for that session will be issued
• We will provide as much advance notice as possible

9.2 Program Discontinuation

In the unlikely event that we must discontinue a program midway:

• Full refund for all undelivered sessions
• Option to transfer to a comparable program at no additional cost
• Compensation for any inconvenience (at our discretion)

10. Dissatisfaction with Services

10.1 Resolution Process

1. Communicate concerns: Contact your instructor or our customer service team to explain your dissatisfaction
2. Collaborative solution: We will work with you to resolve the issue, which may include additional sessions, alternative approaches, or different instructors
3. Formal complaint: If the issue is not resolved, submit a formal written complaint detailing your concerns
4. Review and decision: We will review your complaint within 7 business days and provide a written response with proposed solutions

10.2 Refund Consideration

Refunds based on dissatisfaction are considered on a case-by-case basis and may be granted if:

• Services significantly deviated from what was promised
• Instructor conduct was unprofessional
• Technical issues prevented proper service delivery
• We are unable to resolve your concerns through other means

11. How to Request a Refund

11.1 Refund Request Procedure

To request a refund, follow these steps:

1. Submit written request: Email us at [email protected] or send a letter to our registered address
2. Include required information:
   • Your full name and contact information
   • Date of purchase and order/invoice number
   • Service(s) for which you are requesting a refund
   • Reason for refund request
   • Any supporting documentation (if applicable)
3. Wait for review: We will review your request within 5-7 business days
4. Receive decision: We will notify you of our decision via email or phone

11.2 Refund Processing Time

Once a refund is approved:

• Processing begins immediately
• Refunds are typically issued within 7-14 business days
• The exact timing may depend on your payment provider
• You will receive confirmation once the refund is processed

11.3 Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible, we will arrange an alternative method (bank transfer, check, etc.).

12. Payment Disputes and Chargebacks

12.1 Our Policy

• We prefer to resolve payment disputes directly with you
• Contact us first to discuss any billing concerns
• We will work in good faith to reach a fair resolution
• Unnecessary chargebacks may result in suspension of services

12.2 Chargeback Consequences

If you initiate a chargeback:

• We will provide documentation of services rendered to your payment provider
• Access to your account and services may be suspended pending resolution
• If the chargeback is found to be unjustified, we reserve the right to pursue recovery of funds and fees

13. Special Circumstances

13.1 Medical Emergencies

If you need to cancel due to a medical emergency (your own or an immediate family member's):

• Contact us as soon as possible
• Provide medical documentation if available
• We will typically offer a full refund or extended credit (valid for 12 months)

13.2 Relocation

If you need to cancel due to relocation:

• Provide documentation of relocation (new address, employment letter, etc.)
• For in-person services: Full refund for undelivered sessions
• For online services: Option to continue remotely or receive a partial refund

13.3 Death or Serious Illness

In the tragic event of a client's death or serious long-term illness:

• Full refund for all undelivered services
• No documentation required beyond respectful notification
• Our condolences and support during difficult times

14. No-Show Policy

If you fail to attend a scheduled session without prior notice:

• First offense: Warning issued; option to reschedule with £40 fee
• Second offense: Forfeiture of session fee; must pay to reschedule
• Third offense: May result in termination of service agreement; no refunds for package sessions

Exception: Genuine emergencies will be considered with appropriate documentation.

15. Partial Refunds

In certain circumstances, we may offer partial refunds. The amount will be calculated based on:

• Number of sessions completed vs. total sessions purchased
• Administrative costs incurred
• Customization or preparation work completed
• Time until scheduled sessions
• Specific circumstances of the request

16. Modifications to This Policy

Elite Speak Craft reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date.

Modifications will not affect refund requests for services purchased before the policy change. The policy in effect at the time of your purchase will govern your refund eligibility.

17. Cancellation Form Template

18. Contact Information

19. Consumer Rights Advisories

Your statutory rights under UK consumer law are not affected by this Refund Policy. For information about your consumer rights, you may contact:

Citizens Advice Consumer Service
Phone: 0808 223 1133
Website: www.citizensadvice.org.uk

This Refund Policy is designed to be fair to both our clients and our business. We encourage open communication and will work with you to find satisfactory solutions whenever possible.