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Effective Date: January 1, 2025
Last Updated: January 1, 2025
1. Introduction
At NeuroVectis, we are committed to providing high-quality professional communication training services. We understand that circumstances may change, and this Refund Policy outlines the terms and conditions under which refunds will be issued for our services.
This Refund Policy applies to all services provided by NeuroVectis, including interview coaching, public speaking training, presentation skills workshops, and other communication coaching programs offered at our Osaka, Japan location (Registration Number: 23354663) or via virtual platforms.
By booking and paying for our services, you acknowledge that you have read, understood, and agree to this Refund Policy.
2. General Refund Principles
Our refund policy is based on the following core principles:
- Fairness: We strive to balance client needs with operational realities
- Transparency: All refund terms are clearly communicated before booking
- Timeliness: Refunds are processed within specified timeframes
- Communication: We encourage open dialogue about concerns before requesting refunds
- Quality Commitment: We stand behind the quality of our services
3. Cancellation and Refund Schedule
Refund eligibility depends on when cancellation notice is received relative to the scheduled session:
| Cancellation Notice Period |
Refund Amount |
Rescheduling Option |
| 48 hours or more before session |
100% full refund |
Free rescheduling available |
| 24-48 hours before session |
50% partial refund |
Rescheduling available with fee |
| Less than 24 hours before session |
No refund |
Rescheduling subject to availability and fee |
| No-show (failure to attend) |
No refund |
No rescheduling |
3.1 Notice Requirements
Cancellation notice must be submitted via:
- Email to info@neurovectis.pro
- Phone call to +5921296019 during business hours
- Written notice delivered to our office
The cancellation notice period is calculated from the time we receive and acknowledge your cancellation request, not from when you send it.
4. Multi-Session Program Refunds
4.1 Before Program Commencement
For multi-session programs where no sessions have been attended:
- Cancellation 7+ days before start: Full refund minus administrative fee (10% or ¥5,000, whichever is less)
- Cancellation 3-7 days before start: 75% refund
- Cancellation less than 3 days before start: 50% refund
4.2 After Program Commencement
Once a multi-session program has begun:
- Refunds are calculated based on unused sessions only
- Completed sessions are non-refundable
- A 20% administrative fee applies to refunded portion
- Minimum one session cancellation notice applies to each remaining session
Example: For a 6-session program where you have attended 2 sessions and paid ¥60,000 total, canceling with proper notice would refund: (4 remaining sessions / 6 total sessions) × ¥60,000 × 80% (after administrative fee) = ¥32,000
4.3 Program Transfers
As an alternative to refunds, you may transfer your remaining sessions to another person, subject to:
- Written approval from NeuroVectis
- Transfer fee of ¥3,000 per program
- New participant meeting eligibility requirements
- Completion within original program timeframe
5. Free Consultation Policy
Our free initial consultations are offered to help potential clients understand our services and determine fit. Regarding free consultations:
- No payment is required, therefore no refunds are applicable
- Cancellation with 24 hours notice is requested out of courtesy
- Repeated no-shows for free consultations may result in ineligibility for future consultations
- Free consultations are limited to one per person
6. Satisfaction Guarantee
First Session Satisfaction Guarantee
We are confident in the quality of our coaching services. If you are not satisfied with your first session of any program, we offer a satisfaction guarantee:
- Notify us within 24 hours after your first session
- Provide specific feedback about your concerns
- We will offer one of the following options:
- Reassignment to a different coach at no charge
- Adjustment of coaching approach based on your feedback
- Full refund of first session fee (if requested)
Note: This guarantee applies only to the first session and does not extend to subsequent sessions or to situations where cancellation/refund policies have already been violated.
7. Special Circumstances
7.1 Medical Emergencies
In cases of documented medical emergencies affecting the client or immediate family members:
- Full refund or rescheduling available regardless of notice period
- Medical documentation may be required (doctor's note, hospital records, etc.)
- Notification should be provided as soon as reasonably possible
- Privacy and sensitivity regarding medical matters is maintained
7.2 Natural Disasters and Force Majeure
In cases of natural disasters, severe weather, pandemics, or other force majeure events:
- If NeuroVectis cancels due to safety concerns: Full refund or free rescheduling
- If client cannot attend due to documented force majeure: Full refund or free rescheduling
- For virtual sessions, internet outages or technical issues beyond client control: Free rescheduling
7.3 Coach Unavailability
If NeuroVectis must cancel or reschedule due to coach illness, emergency, or other unavailability:
- Client may choose full refund or free rescheduling
- Alternative coach may be offered if preferred
- We will provide as much advance notice as possible
- Any inconvenience will be acknowledged with a courtesy discount on future services
8. Non-Refundable Items and Services
The following are non-refundable under any circumstances:
- Digital Materials: Downloaded guides, videos, or other digital resources
- Physical Materials: Workbooks, handouts, or materials already provided
- Administrative Fees: Booking fees, transfer fees, or processing charges
- Completed Services: Sessions already attended or coaching already provided
- Third-Party Services: Assessment tools or services provided by external vendors
- Custom Materials: Personalized materials prepared specifically for a client
9. Refund Processing
9.1 Refund Timeline
Approved refunds will be processed according to the following timeline:
- Refund approval notification: Within 3 business days of request
- Processing to payment method: Within 7-10 business days of approval
- Appearance in your account: 3-5 business days after processing (depending on financial institution)
Total expected timeframe: 10-18 business days from approval to funds appearing in your account
9.2 Refund Methods
Refunds are issued using the same payment method as the original purchase:
- Credit/Debit Card: Refunded to the original card
- Bank Transfer: Returned via bank transfer to the originating account
- PayPal: Refunded to your PayPal account
- Other Methods: As mutually agreed in writing
9.3 Partial Refunds
For partial refunds (50% refunds, multi-session partial refunds, etc.):
- The refund calculation will be clearly itemized in the approval email
- Any deductions (administrative fees, completed sessions) will be specified
- You will have 2 business days to review and approve the calculation
- Processing begins after your approval or automatic approval after 2 days
10. Refund Request Procedure
To request a refund, follow these steps:
Step 1: Submit Written Request
Email info@neurovectis.pro with:
- Your full name and contact information
- Booking confirmation number or invoice number
- Date(s) of scheduled session(s)
- Reason for refund request
- Preferred refund method
- Any supporting documentation (for medical emergencies, force majeure, etc.)
Step 2: Receive Acknowledgment
You will receive an email acknowledgment within 24 hours confirming:
- Receipt of your refund request
- Case reference number
- Expected review timeline
- Any additional information needed
Step 3: Review Process
Our team will review your request within 3 business days, considering:
- Applicable refund policy terms
- Timing of cancellation notice
- Any special circumstances
- Documentation provided
Step 4: Decision Notification
You will receive a decision via email including:
- Approval or denial of refund request
- Refund amount (if applicable)
- Explanation of decision
- Processing timeline
- Appeal process information (if denied)
Step 5: Refund Processing
Upon approval, refunds are processed according to timelines outlined in Section 9.1
11. Dispute Resolution
If you disagree with a refund decision:
11.1 Internal Appeal
- Submit a written appeal to info@neurovectis.pro within 7 days of decision
- Include additional information or documentation supporting your position
- Appeals are reviewed by senior management
- Appeal decisions are provided within 5 business days
- Appeal decisions are final within our internal process
11.2 External Dispute Resolution
If internal appeal does not resolve the matter:
- Disputes may be submitted to mediation or arbitration as outlined in our Terms & Conditions
- You may file a complaint with relevant consumer protection agencies
- Legal action may be pursued according to governing law
12. Corporate and Group Bookings
Refund policies for corporate training or group bookings may differ from standard policies and will be outlined in separate written agreements. Generally:
- Corporate agreements have customized cancellation terms
- Group booking refunds are prorated based on participant attendance
- Minimum attendance requirements may affect refunds
- Cancellation notice periods may be longer for larger programs
13. Rescheduling vs. Refunds
We encourage clients to consider rescheduling before requesting refunds:
Benefits of Rescheduling:
- Maintain your investment in professional development
- Greater flexibility than refund policies
- No financial penalty in most cases
- Continue working toward your communication goals
Rescheduling Terms:
- Free rescheduling with 48+ hours notice
- Rescheduling fee may apply with shorter notice
- Rescheduling subject to coach availability
- Sessions should be rescheduled within 3 months of original date
- Maximum two reschedules per session without penalty
14. Promotional and Discounted Services
For services booked at promotional rates or with discount codes:
- Standard refund policies apply
- Refunds are calculated based on amount actually paid, not regular price
- Promotional offers cannot be reapplied after refund
- Package deals are refunded proportionally based on individual service values
15. Payment Plan Refunds
For clients on payment plans:
- Refunds are calculated based on total amount paid to date
- Unpaid installments are canceled upon refund approval
- Completed sessions are deducted at full individual session rate, not discounted package rate
- Administrative fees may be higher for payment plan refunds
16. Exceptions and Special Provisions
NeuroVectis reserves the right to:
- Make exceptions to refund policies on a case-by-case basis at management discretion
- Offer alternative compensation (service credits, complimentary sessions) instead of monetary refunds
- Require additional documentation for refund requests involving special circumstances
- Modify refund policies for future bookings (changes do not affect existing bookings)
17. Changes to Refund Policy
We may update this Refund Policy periodically. Changes will be communicated via:
- Updated version posted on our website with new "Last Updated" date
- Email notification to clients with active bookings
- Prominent notice during booking process
Policy changes apply to bookings made after the effective date of changes. Existing bookings remain subject to the policy in effect at time of booking.
18. Contact Information for Refund Requests
19. Acknowledgment
By booking services with NeuroVectis, you acknowledge that:
- You have read and understood this Refund Policy
- You agree to the terms and conditions outlined herein
- You understand that refund eligibility depends on timing and circumstances
- You will provide timely cancellation notice when possible
- You accept that some services and situations are non-refundable
Thank you for choosing NeuroVectis for your professional communication development. We are committed to providing exceptional service and fair refund practices.
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