Refund Policy

Last Updated: January 15, 2025

At NeoSolid Labs, we are committed to your satisfaction and success. This Refund Policy outlines the terms and conditions under which refunds may be issued for our coaching services. Please read this policy carefully before purchasing our services.

1. Satisfaction Guarantee

1.1 Guarantee Conditions

To qualify for our First Session Guarantee, you must:

• Attend the complete scheduled session
• Participate actively and in good faith
• Request the refund within 48 hours of session completion
• Provide brief feedback about your experience

This guarantee applies only to first-time clients and cannot be combined with other promotional offers.

2. Refund Eligibility by Service Type

2.1 Single Session Services

Timing of Cancellation	Refund Amount
More than 7 days before session	100% refund
3-7 days before session	50% refund
Less than 3 days before session	No refund (may reschedule once)
No-show	No refund

2.2 Multi-Session Packages (4-8 Sessions)

• Before First Session: Full refund minus 10% administrative fee
• After 1st Session: Refund for remaining sessions minus 20% of total package cost
• After 2nd Session: Refund for remaining sessions minus 30% of total package cost
• After 3rd Session or More: No refund available

Refunds for multi-session packages are calculated based on the package price, not individual session rates. Completed sessions are valued at the higher single-session rate.

2.3 Extended Programs (10+ Sessions)

• Before Program Start: Full refund minus 15% administrative fee
• Within First 25% of Program: Pro-rated refund for remaining sessions minus 25% administrative fee
• After 25% Completion: No refund available

2.4 Corporate Training Programs

Corporate and group training programs have customized terms outlined in the service agreement. Generally:

• Cancellations more than 30 days before program start: 80% refund
• Cancellations 15-30 days before start: 50% refund
• Cancellations less than 15 days before start: No refund

2.5 Free Consultation

Our complimentary 30-minute initial consultation is provided free of charge with no payment required. Cancellation or no-show does not incur charges, though we appreciate 24-hour notice as a professional courtesy.

3. Requesting a Refund

3.1 How to Request

To request a refund, please follow these steps:

1. Email us at [email protected] with the subject line "Refund Request"
2. Include your full name, contact information, and service details
3. Provide your order or invoice number
4. Explain the reason for your refund request
5. Include any relevant documentation

3.2 Processing Timeline

• Refund requests will be reviewed within 3-5 business days
• You will receive written confirmation of approval or denial
• Approved refunds will be processed within 7-10 business days
• Refunds are issued to the original payment method
• Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account

3.3 Required Information

To process your refund efficiently, please provide:

• Proof of purchase (receipt, invoice, or confirmation email)
• Reason for refund request
• Any supporting documentation
• Preferred contact method for follow-up questions

4. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

• Administrative fees and processing charges
• Third-party assessment or testing fees (if applicable)
• Digital materials or resources already downloaded
• Services provided by external contractors or partners
• Special event tickets or workshop registrations (subject to event-specific policies)
• Customized materials created specifically for your program

5. Rescheduling vs. Refund

5.1 Rescheduling Policy

We encourage rescheduling rather than cancellation when possible. Rescheduling is subject to the following terms:

• 24+ Hours Notice: Unlimited rescheduling without penalty
• 12-24 Hours Notice: One rescheduling allowed; subsequent changes subject to fees
• Less than 12 Hours Notice: Session may be forfeited or subject to rescheduling fee

5.2 Rescheduling Credits

In lieu of a refund, we may offer:

• Credit toward future services
• Extended program duration
• Transfer to different service type
• Gift certificate for equivalent value

Credits are valid for 12 months from the date of issue and are non-transferable.

6. Special Circumstances

6.1 Medical or Emergency Situations

We understand that unexpected situations arise. In cases of serious illness, family emergency, or other extenuating circumstances, we will work with you to find a fair solution, which may include:

• Extended rescheduling options
• Program pause and resume options
• Partial refunds on a case-by-case basis
• Transfer of services to another eligible individual

Documentation may be required to verify circumstances (such as medical certificates).

6.2 Service Quality Issues

If you experience issues with service quality:

1. Contact us immediately to discuss concerns
2. We will investigate the situation thoroughly
3. We may offer remedial sessions or alternative solutions
4. Refunds may be considered on a case-by-case basis

6.3 Technical Issues (Virtual Sessions)

For virtual sessions experiencing technical difficulties:

• If issues prevent session from occurring, full rescheduling or refund provided
• If session is partially completed, prorated credit or makeup session offered
• Technical issues must be beyond client's reasonable control

7. Dispute Resolution

7.1 Our Commitment

We are committed to resolving any refund disputes fairly and promptly. If you are dissatisfied with our refund decision:

1. Request a review by emailing [email protected] with "Refund Dispute" in the subject line
2. Provide detailed explanation of your position
3. A senior member of our team will review your case
4. You will receive a response within 5 business days

7.2 Escalation

If you remain unsatisfied after internal review, you may:

• Request mediation through a mutually agreed third party
• Pursue dispute resolution per our Terms and Conditions
• Contact consumer protection agencies in your jurisdiction

8. Payment Disputes and Chargebacks

8.1 Chargeback Policy

We encourage clients to contact us directly before initiating chargebacks with their financial institution. Chargebacks:

• May result in immediate suspension of services
• May incur additional processing fees
• Will be contested if services were properly delivered
• May affect eligibility for future services

8.2 Payment Errors

If you believe you were charged in error:

• Contact us immediately at [email protected]
• Provide transaction details and explanation
• We will investigate and respond within 3 business days
• Legitimate errors will be corrected promptly with full refund

9. Promotional and Discounted Services

9.1 Special Offers

Services purchased at promotional or discounted rates may have modified refund terms:

• Promotional offers may be final sale (non-refundable)
• Discounted packages may have reduced refund percentages
• Bundle deals are refunded as a whole, not individual components
• Specific terms will be clearly stated at time of purchase

9.2 Gift Certificates

Gift certificates and vouchers:

• Are non-refundable once purchased
• Can be transferred to another person with written notification
• Expire 12 months from purchase date unless otherwise stated
• Cannot be redeemed for cash

10. Modifications to This Policy

NeoSolid Labs 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.

Changes to this policy do not affect services already purchased. Your refund rights are governed by the policy in effect at the time of purchase.

We will make reasonable efforts to notify active clients of material changes to this policy.

11. Contact Information

12. Agreement

By purchasing services from NeoSolid Labs, you acknowledge that you have read this Refund Policy, understand it, and agree to be bound by its terms.

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