Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At Synthovate Professional Training, we are committed to providing high-quality communication training services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our services.

This policy applies to all services purchased through our website at https://synthovate.pro or directly from Synthovate Professional Training.

1. General Refund Principles

Our refund policy is based on the following principles:

• Fairness: We strive to balance client satisfaction with fair compensation for services provided
• Transparency: Refund eligibility criteria are clearly communicated
• Timeliness: Refund requests are processed promptly according to stated timeframes
• Quality Assurance: We are committed to addressing service quality concerns before considering refunds

2. Eligibility for Refunds

2.1 Free Consultation

Initial consultation requests submitted through our website are completely free and do not involve any financial commitment. No refund applies as no payment is collected for consultations.

2.2 Cooling-Off Period (14 Days)

For services purchased directly through our website or in-person, you have a fourteen (14) day cooling-off period from the date of purchase during which you may cancel your order and receive a full refund if:

• No training sessions have been scheduled or attended
• No coaching materials have been delivered to you
• You notify us in writing of your cancellation within 14 days of purchase
• The request is made in accordance with Section 4 of this policy

Note: The cooling-off period does not apply if you have expressly requested that services begin immediately and have attended any scheduled sessions.

2.3 Service Not Delivered

You are eligible for a full refund if:

• We fail to provide scheduled services without offering a reasonable alternative
• Services are cancelled by us without rescheduling options
• Technical issues on our end prevent service delivery and cannot be resolved within a reasonable timeframe

2.4 Service Quality Issues

Partial refunds may be considered if:

• The quality of services significantly deviates from what was promised
• Technical difficulties during virtual sessions substantially impair the learning experience (caused by our systems)
• You report quality concerns promptly and we are unable to resolve them satisfactorily

We encourage clients to communicate concerns immediately so we can address issues before considering refunds.

3. Refund Timeframes and Amounts

Timeframe	Sessions Completed	Refund Amount
Within 14 days of purchase	0 sessions	100% refund minus processing fees
After 14 days but before first session	0 sessions	75% refund
After first session completed	1-25% of program	50% of remaining session value
After 25% of program completed	26-50% of program	25% of remaining session value
After 50% of program completed	More than 50%	No refund available

Note: Refund amounts are calculated based on the total package price minus the value of completed sessions at the standard rate.

4. Non-Refundable Items and Services

The following are generally non-refundable:

4.1 Completed Sessions

• Training sessions that have been delivered
• Coaching materials already provided and accessed
• Recordings or digital resources already downloaded

4.2 Promotional and Discounted Services

• Services purchased at promotional or discounted rates may have limited or no refund eligibility
• Special offers and package deals may be subject to specific refund terms stated at time of purchase
• Complimentary or bonus sessions included in packages

4.3 Third-Party Costs

• Payment processing fees
• Bank transfer charges
• Currency conversion fees
• Third-party platform fees

4.4 Missed or No-Show Sessions

• Sessions you failed to attend without providing 24 hours' advance notice
• Sessions missed due to your technical issues (internet connectivity, device problems)
• Sessions where you arrived more than 15 minutes late without prior notice

5. How to Request a Refund

5.1 Refund Request Process

To request a refund, follow these steps:

1. Contact Us: Submit a written refund request via email to [email protected]
2. Include Required Information:
   • Your full name and contact information
   • Order number or transaction ID
   • Date of purchase
   • Detailed reason for refund request
   • Number of sessions completed
   • Preferred refund method
3. Allow Review Time: We will review your request within 5-7 business days
4. Respond to Inquiries: We may contact you for additional information or to discuss resolution options
5. Receive Decision: You will receive written notification of our decision

5.2 Required Documentation

Depending on the reason for your refund request, you may be asked to provide:

• Screenshots of technical issues (if applicable)
• Documentation of service quality concerns
• Proof of purchase or payment confirmation
• Session attendance records

6. Refund Processing

6.1 Approval and Processing Time

Once a refund is approved:

• Notification: You will receive written confirmation via email
• Processing Time: Refunds are typically processed within 10-14 business days
• Method: Refunds are issued to the original payment method used for purchase
• Bank Processing: Additional time (5-10 business days) may be required for your financial institution to process the refund

6.2 Refund Methods

Refunds will be issued through:

• Credit/Debit Cards: Credited back to the original card
• Bank Transfers: Transferred to your bank account (you must provide banking details)
• Payment Platform: Processed through the original payment platform (PayPal, etc.)

6.3 Partial Refunds

Partial refunds are calculated as follows:

• Total package cost minus value of completed sessions at standard rates
• Applicable percentage based on timing of cancellation (see Section 3)
• Minus any non-refundable fees or charges

7. Cancellation by Synthovate

7.1 Company-Initiated Cancellations

If we must cancel services due to:

• Coach unavailability or illness
• Force majeure events
• Technical issues preventing service delivery
• Business closure or program discontinuation

You will receive:

• First Option: Rescheduling with the same or alternative coach
• Second Option: Full refund for undelivered services
• Notification: Advance notice whenever possible

7.2 Client Conduct Issues

We reserve the right to terminate services without refund if you:

• Engage in abusive, threatening, or harassing behavior toward our staff
• Violate our Terms & Conditions
• Fail to make required payments
• Provide false information or misrepresent your identity

8. Dispute Resolution

8.1 Internal Review Process

If you disagree with a refund decision:

1. Request a formal review by contacting [email protected]
2. Provide additional information or documentation supporting your position
3. A senior staff member will review your case within 7 business days
4. You will receive a final written decision

8.2 Alternative Resolutions

Before pursuing formal refund processes, we encourage clients to consider:

• Rescheduling: Moving sessions to more convenient times
• Coach Change: Switching to a different coach if personality fit is an issue
• Format Change: Converting between in-person and virtual sessions
• Program Modification: Adjusting the training focus to better meet your needs
• Session Credit: Receiving credit toward future services

9. Special Circumstances

9.1 Medical or Emergency Situations

We understand that unexpected situations arise. If you must cancel due to:

• Serious illness or medical emergency
• Family emergency
• Natural disaster or force majeure affecting you personally

Contact us immediately. We will work with you to find a solution, which may include:

• Extended rescheduling options
• Pause in program delivery
• Special consideration for refund requests

Documentation may be required for emergency refund requests.

9.2 Technical Issues

Our Responsibility: Full refund or rescheduling if issues on our end prevent service delivery

Your Responsibility: No refund for technical issues on your end (internet connection, device problems), but we offer rescheduling

Shared Responsibility: We assess situations involving third-party platforms (Zoom, etc.) on a case-by-case basis

10. Package and Multi-Session Programs

10.1 Package Deals

For multi-session packages:

• Packages are priced at a discount compared to individual session rates
• Refunds for partial package completion use individual session rates for calculation
• The discount is considered non-refundable once any sessions are completed

10.2 Program Transfers

In some cases, instead of a refund, you may:

• Transfer your remaining sessions to another person (with our approval)
• Exchange your program for a different service of equal or lesser value
• Receive credit toward future services (credit valid for 12 months)

11. Refund Policy for Corporate Clients

Corporate clients and organizations booking training for employees may have different refund terms:

• Customized refund terms may be negotiated in corporate contracts
• Group training programs may have specific cancellation windows
• Volume discounts may affect refund calculations
• Invoice-based payments may have different processing procedures

Please refer to your corporate service agreement for specific terms.

12. Currency and Exchange Rates

For international transactions:

• Refunds are issued in the currency of the original transaction
• Exchange rate fluctuations are not our responsibility
• Currency conversion fees charged by banks or payment processors are not refundable
• The refund amount may differ slightly from the original charge due to exchange rate changes

13. Tax Implications

Please note:

• Refunds include any taxes paid with the original purchase
• If you have claimed a tax deduction for training expenses, refunds may affect your tax status
• We recommend consulting with a tax professional regarding refunded business expenses
• We provide refund documentation upon request for tax purposes

14. Changes to This Refund Policy

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

• Posting the updated policy on our website
• Updating the "Last Updated" date at the top of this document
• Notifying current clients of material changes via email (when appropriate)

Refund requests are evaluated based on the policy in effect at the time of purchase. We encourage you to review this policy before making a purchase.

15. Contact Information for Refund Requests

16. Additional Support

We are committed to client satisfaction and want to resolve concerns before they reach the refund stage. Please contact us if you are experiencing any issues with our services:

• Quality Concerns: Let us know immediately so we can address the issue
• Scheduling Conflicts: We offer flexible rescheduling options
• Program Adjustments: We can modify your training focus to better meet your needs
• Coach Matching: If you feel the coach isn't the right fit, we can arrange alternatives

Our goal is your professional development success, and we will work with you to find solutions before considering refunds.

17. Legal Compliance

This Refund Policy complies with:

• Japanese consumer protection laws
• Google Ads refund policy requirements
• International e-commerce regulations
• Payment card industry standards

Your statutory rights as a consumer are not affected by this policy.

18. Acknowledgment and Agreement

By purchasing our services, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the terms and conditions outlined herein
• You understand the circumstances under which refunds are and are not available
• You accept that refund decisions are made at our discretion based on the criteria in this policy