Refund Policy

Last Updated: January 2025

1. Introduction

At SpeakSkillHub, operated by Studio 35h Communication Skills (Company Registration Number: 16360099), we are committed to providing high-quality educational services. This Refund Policy outlines the circumstances under which refunds may be requested and granted for our consultation services, courses, and educational programs.

By purchasing or booking 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 principles:

• Fairness to both clients and our organization
• Transparency in refund procedures
• Reasonable timeframes for refund requests
• Clear communication of refund conditions
• Compliance with UK consumer protection laws

3. Individual Consultation Sessions

3.1 Single Session Bookings

For individual consultation sessions:

• More than 48 hours before session: Full refund (100%)
• 24-48 hours before session: 50% refund
• Less than 24 hours before session: No refund, but may reschedule once without penalty
• No-show without notice: No refund or rescheduling option

3.2 Emergency Circumstances

We understand that genuine emergencies occur. In cases of serious illness, family emergency, or other exceptional circumstances beyond your control, please contact us immediately. We will review your situation and may offer a refund or rescheduling option at our discretion.

4. Multi-Session Packages

4.1 Package Refunds

For multi-session consultation packages:

• Before any sessions commence: Full refund within 14 days of purchase
• After 1st session completed: Refund of remaining sessions minus 10% administrative fee
• After 50% of sessions completed: No refund available
• Unused sessions after 6 months: Expire with no refund unless extension was agreed

4.2 Package Calculations

Refunds for partially used packages are calculated as follows:

1. Calculate the standard per-session rate based on the package price
2. Deduct the value of completed sessions
3. Apply a 10% administrative fee to the remaining balance
4. Process refund for the remaining amount

5. Courses and Workshops

5.1 Group Courses

5.2 Workshop Cancellations

One-day workshops follow the same cancellation policy as individual sessions (Section 3.1).

5.3 Course Postponement by Us

If we need to postpone or cancel a course:

• You will be offered alternative dates
• If alternative dates don't suit you, a full refund will be provided
• We are not liable for any consequential costs you may have incurred

6. Online Learning Materials

6.1 Digital Products

For downloadable resources, recorded courses, or digital materials:

• Before access/download: Full refund within 14 days of purchase
• After access/download: No refund (digital products are non-returnable once accessed)
• Technical issues: If materials are defective, we will provide a replacement or full refund

7. Satisfaction Guarantee

7.1 First Session Guarantee

We offer a satisfaction guarantee for new clients:

• If you are not satisfied with your first consultation session, notify us within 24 hours
• Provide specific feedback about your concerns
• We will either provide a full refund or offer a session with a different instructor
• This guarantee applies only to the first session and once per client

7.2 Quality Assurance

If you believe our services have not met the standards described:

• Contact us within 7 days of the session/course completion
• Provide detailed feedback about the issue
• We will investigate and may offer partial refund, credit note, or additional sessions

8. Non-Refundable Items

The following are non-refundable under any circumstances:

• Completed consultation sessions or courses
• Digital materials that have been accessed or downloaded
• Late cancellations (less than 24 hours notice) without valid emergency
• No-shows without prior notification
• Sessions expired due to non-use beyond the validity period
• Administrative fees
• Third-party materials or resources purchased on your behalf

9. Refund Request Process

9.1 How to Request a Refund

To request a refund:

1. Submit a written request via email to [email protected] or through our website contact form
2. Include your full name, booking reference, and reason for refund request
3. Provide any supporting documentation (e.g., medical certificates for emergency cancellations)
4. Submit your request within the applicable timeframe

9.2 Refund Processing

Once we receive your refund request:

• We will acknowledge receipt within 2 business days
• We will review your request and respond with a decision within 5 business days
• If approved, refunds will be processed within 14 days
• Refunds will be returned to the original payment method
• You will receive confirmation once the refund has been processed

9.3 Processing Time

Please note that while we process refunds within 14 days, the time it takes for the funds to appear in your account depends on your financial institution and may take an additional 5-10 business days.

10. Rescheduling vs. Refunding

In many cases, rescheduling may be a better option than requesting a refund:

• Rescheduling is free if done more than 48 hours before the scheduled session
• You retain the full value of your booking
• We can find alternative dates that work better for you
• Package validity periods may be extended in exceptional circumstances

Contact us to discuss rescheduling options before requesting a refund.

11. Extraordinary Circumstances

11.1 Force Majeure

In cases of force majeure (pandemic, natural disaster, government restrictions, etc.):

• We will work with you to reschedule services
• If in-person services cannot be provided, we may offer online alternatives
• If no suitable alternative can be arranged, a full refund will be provided
• Standard refund timeframes may be extended during extraordinary circumstances

11.2 Medical or Personal Emergencies

We recognize that serious situations may prevent you from using our services:

• Serious illness or injury (medical certificate required)
• Death of immediate family member (documentation required)
• Other extraordinary personal circumstances

In such cases, please contact us as soon as possible. We will review your situation compassionately and may offer refunds or extended validity periods even outside normal policy terms.

12. Service Quality Issues

12.1 Instructor Performance

If you believe an instructor has not provided professional service:

• Inform us immediately, ideally before the next session
• We will investigate the matter thoroughly
• We may offer a session with a different instructor or partial refund
• Serious issues may result in full refund regardless of timing

12.2 Technical Issues

For online sessions affected by technical problems on our end:

• Session will be rescheduled at no additional cost
• If rescheduling is not possible, a full refund for that session will be provided
• We are not responsible for technical issues on your end (internet connectivity, device problems)

13. Disputed Charges

If you believe you have been incorrectly charged:

1. Contact us immediately with details of the disputed charge
2. Provide your booking reference and payment confirmation
3. We will investigate and respond within 3 business days
4. If the charge was incorrect, a full refund will be processed immediately

Important: Please contact us before initiating a chargeback with your bank. Chargebacks without prior communication may result in account suspension and additional fees.

14. Credit Notes

In some circumstances, we may offer a credit note instead of a refund:

• Credit notes are valid for 12 months from date of issue
• Can be used for any of our services
• Cannot be exchanged for cash
• Can be transferred to another person with our approval
• Must be used before expiration date (extensions may be granted in exceptional cases)

15. Group Bookings

For corporate or group bookings:

• Custom refund terms may be negotiated in the service agreement
• Partial cancellations (reducing participant numbers) may be subject to minimum numbers clause
• Full cancellations follow the standard group course policy unless otherwise agreed
• Contact us directly to discuss group booking cancellations

16. Your Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law, including:

• The Consumer Rights Act 2015
• The Consumer Contracts Regulations 2013
• Your right to receive services with reasonable care and skill
• Your right to services that match their description

If you believe our services have been provided with insufficient care or do not match what was described, you may have additional rights beyond this policy.

17. Complaints and Appeals

17.1 If Your Refund Request is Denied

If your refund request is denied and you wish to appeal:

1. Submit a written appeal within 14 days of the denial
2. Provide any additional information or documentation
3. Your appeal will be reviewed by senior management
4. You will receive a final decision within 10 business days

17.2 External Dispute Resolution

If you remain unsatisfied after our internal appeals process, you may contact:

• Citizens Advice Consumer Service: 0808 223 1133
• Your local Trading Standards office
• Alternative Dispute Resolution (ADR) provider (we can provide details upon request)

18. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy. However, any bookings made before a policy change will be governed by the policy in effect at the time of booking.

19. Contact Information

20. Acknowledgment

By purchasing or booking our services, you acknowledge that you have read, understood, and agree to this Refund Policy. We encourage you to save or print a copy of this policy for your records.

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