Refund Policy

1. Introduction

At KryptionExa, we are committed to providing high-quality professional communication skills training services. We stand behind the quality of our courses and want you to be completely satisfied with your learning experience.

This Refund Policy explains the circumstances under which refunds are available, the process for requesting a refund, and the timeframes involved. This policy applies to all services offered by KryptionExa, including public speaking courses, interview preparation, presentation skills training, and individual consulting services.

By enrolling in our services, you acknowledge and agree to this Refund Policy.

2. Company Information

3. 14-Day Right of Withdrawal (EU Consumer Rights)

In accordance with EU Consumer Rights Directive and Portuguese consumer protection law, consumers have the right to cancel certain purchases within 14 days without giving any reason.

3.1 Eligibility for 14-Day Withdrawal

You have the right to withdraw from your purchase within 14 days from:

• The date of enrollment confirmation for online courses
• The date of purchase for course materials
• The date of booking for scheduled services

3.2 Exceptions to 14-Day Withdrawal Right

The right of withdrawal does not apply if:

• You have explicitly requested that services begin within the 14-day period
• The service has been fully performed with your prior express consent
• You have accessed digital content that cannot be returned
• Services are scheduled to start within the 14-day withdrawal period and you have consented to immediate performance

3.3 How to Exercise Withdrawal Right

To exercise your right of withdrawal, you must inform us of your decision by:

• Sending a clear written statement to [email protected]
• Using the withdrawal form available on our website (recommended)
• Calling us at +41067735960 during business hours

You must send notification before the 14-day period expires. We will acknowledge receipt of your withdrawal request promptly.

3.4 Refund After Withdrawal

If you validly exercise your withdrawal right, we will refund all payments received from you, including any delivery costs (except additional costs arising from your choice of delivery method other than standard delivery), without undue delay and in any event no later than 14 days from the day we receive your withdrawal notification.

4. Standard Refund Policy

4.1 Refund Eligibility Timeline

Our standard refund policy applies based on when you cancel relative to your course or session start date:

4.2 Administrative Fee Explanation

The €50 administrative fee for cancellations more than 14 days before the start date covers:

• Processing of enrollment and payment
• Scheduling and resource allocation
• Preparatory materials sent
• Administrative time for cancellation processing
• Payment processing fees (non-refundable)

5. Service-Specific Refund Conditions

5.1 Individual Consulting Sessions

• Single Session: Full refund if cancelled 48 hours before scheduled time; no refund with less notice
• Package of Sessions: Refund for unused sessions following standard timeline (Section 4.1) calculated on per-session basis
• No-Show: No refund; session is considered consumed

5.2 Group Courses and Workshops

• Before Course Begins: Standard refund policy applies (Section 4.1)
• After First Session: Pro-rata refund for remaining sessions, minus 20% handling fee, only in exceptional circumstances (Section 6)
• Intensive Workshops (1-2 days): No refund once workshop begins

5.3 Online/Digital Courses

• Before Content Access: Full refund within 14 days of purchase
• After Accessing Content: No refund (content cannot be returned once accessed)
• Technical Issues: Full refund if we cannot resolve technical problems preventing access

5.4 Corporate Training Programs

• Custom corporate programs have separate refund terms detailed in the corporate agreement
• Generally subject to contracted cancellation clauses
• May involve cancellation fees ranging from 25-100% depending on notice period

5.5 Course Materials and Books

• Physical Materials: Refundable if unused and returned within 14 days in original condition
• Digital Materials: No refund once downloaded or accessed
• Shipping Costs: Non-refundable unless item is defective

6. Exceptional Circumstances

We recognize that unforeseen circumstances may prevent you from attending courses. We may offer refunds or credits in the following exceptional situations, evaluated on a case-by-case basis:

6.1 Medical Emergencies

• Serious illness or injury to you or immediate family member
• Requires medical documentation from licensed healthcare provider
• May result in full credit toward future courses or pro-rata refund

6.2 Family Emergencies

• Death of immediate family member
• Requires supporting documentation (death certificate)
• Full credit or refund at our discretion

6.3 Employment Changes

• Unexpected job loss or sudden relocation
• Requires documentation (termination letter, relocation notice)
• May result in course credit or partial refund

6.4 Force Majeure

• Natural disasters, pandemics, government restrictions
• Full refund or credit if we cannot provide alternative arrangements

7. Company-Initiated Cancellations

If KryptionExa cancels or significantly modifies your course, you are entitled to:

7.1 Our Cancellation

• Full Refund: 100% refund of all payments, processed within 7 business days
• Alternative Option: Transfer to equivalent course at no additional charge
• Store Credit: 110% credit toward any future service (optional)

7.2 Schedule Changes by Company

• Minor Changes: Adjustments of less than 1 hour: no refund
• Significant Changes: Date/time changes requiring your consent; free rescheduling or full refund if you cannot attend
• Instructor Changes: Not grounds for refund unless you can demonstrate materially different service

7.3 Service Quality Issues

If you are dissatisfied with service quality:

• Notify us within 48 hours of the session
• We will investigate and may offer: additional session, partial refund, or alternative solution
• Refunds for quality issues are at our discretion after investigation

8. Refund Request Process

8.1 How to Request a Refund

1. Submit Written Request: Email [email protected] with subject line "Refund Request - [Your Name]"
2. Provide Required Information:
   • Your full name and contact information
   • Enrollment or order number
   • Course or service name and date
   • Reason for refund request
   • Supporting documentation (if applicable)
   • Original payment method details
3. Wait for Confirmation: We will acknowledge your request within 2 business days
4. Review Period: Refund requests are typically reviewed within 5 business days
5. Decision Notification: You will receive our decision via email

8.2 Refund Processing Timeline

Once your refund is approved:

• Credit Card: Refund processed within 5-7 business days; may take 5-10 additional days to appear on your statement
• Bank Transfer: Refund processed within 7-10 business days
• PayPal: Refund processed within 3-5 business days
• Store Credit: Applied immediately upon approval

8.3 Refund Method

Refunds will be issued using the original payment method unless:

• The original method is no longer available
• You request an alternative method in writing
• Mutual agreement on a different method

9. Non-Refundable Items and Services

The following are non-refundable under any circumstances:

• Payment processing fees
• Downloaded digital materials or accessed online content
• Personalized or custom-prepared materials
• No-show sessions without prior cancellation
• Services fully rendered
• Gift vouchers or certificates (transferable but not refundable)
• Promotional or discounted services (unless stated otherwise)
• Third-party services arranged on your behalf

10. Partial Refunds

Partial refunds may be granted in certain situations:

• Multi-Session Packages: Pro-rata refund for unused sessions (subject to timeline and fees)
• Service Issues: Proportional refund if service quality significantly varied from description
• Damaged Materials: Replacement or partial refund if materials received were defective

Partial refunds are calculated based on:

• Number of sessions attended vs. total sessions
• Severity of service issues
• Costs already incurred by KryptionExa
• Applicable administrative fees

11. Store Credit and Course Transfers

11.1 Store Credit Option

Instead of a refund, you may opt for store credit:

• Credit equals 110% of refund amount (10% bonus)
• Valid for 12 months from issue date
• Transferable to another person
• Can be used for any KryptionExa service
• Cannot be redeemed for cash

11.2 Course Transfer

You may transfer your enrollment to a different date or course:

• Same Course, Different Date: Free transfer if requested 48+ hours before scheduled start
• Different Course, Same Price: Free transfer subject to availability
• More Expensive Course: Pay the difference
• Less Expensive Course: Receive credit for difference
• Transfer Limit: Maximum two transfers per enrollment

12. Rescheduling Policy

Rescheduling is different from cancellation and has separate terms:

12.1 Client-Requested Rescheduling

12.2 Emergency Rescheduling

In documented emergencies (medical, family), rescheduling fees may be waived at our discretion.

13. Satisfaction Guarantee

We are committed to your satisfaction. If you are not satisfied with our services:

• First Session Guarantee: If you're dissatisfied after the first session of a multi-session program, notify us within 24 hours for full refund minus first session cost
• Quality Assurance: Report any quality concerns immediately so we can address them
• Resolution Commitment: We will work with you to resolve issues before processing refunds

14. Dispute Resolution

If you disagree with a refund decision:

1. Internal Review: Request review by senior management ([email protected] with subject "Refund Appeal")
2. Response Time: We will respond to appeals within 7 business days
3. Final Decision: Management decision on appeals is final
4. External Dispute Resolution: EU residents may access Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr
5. Consumer Protection: You retain rights under Portuguese consumer protection law

15. Special Promotions and Discounts

Services purchased under special promotions or with discount codes:

• Subject to this refund policy
• Refund amount based on actual amount paid, not original price
• Promotional pricing may not be available if you reschedule
• Some promotional offers may have specific non-refundable terms disclosed at purchase

16. Group Bookings and Corporate Accounts

Refund terms for group bookings (5+ participants) or corporate accounts:

• May have customized refund terms in written agreement
• Generally allow individual participant changes without penalty
• Full group cancellations subject to contracted terms
• Contact our corporate team for specific details

17. Gift Vouchers and Certificates

Policies for gifted services:

• Gift Vouchers: Non-refundable but transferable; valid for 12 months
• Redeemed Vouchers: Once redeemed for specific service, standard refund policy applies
• Expired Vouchers: May be extended for additional fee at our discretion

18. Abandoned or Incomplete Services

If you voluntarily discontinue a course midway:

• No refund for services already provided
• Unused portion may be eligible for credit (not refund) if discontinued for reasons beyond your control
• Must provide written notice of discontinuation
• Course materials already provided are non-refundable

19. Changes to This Refund Policy

We may update this Refund Policy periodically. Changes will:

• Be posted on our website with updated "Last Updated" date
• Not affect bookings made prior to the change
• Be communicated to registered users via email for material changes
• Take effect immediately for new bookings after posting

20. Contact Information

For refund requests, questions, or concerns about this policy:

21. Legal Rights

This Refund Policy does not affect your statutory rights under Portuguese or EU consumer protection law. Nothing in this policy limits your legal rights as a consumer.

This policy is governed by Portuguese law. Any disputes will be resolved in accordance with Portuguese jurisdiction.

Thank you for choosing KryptionExa. We value your business and are committed to providing excellent service and fair refund practices. If you have questions about this policy, please don't hesitate to contact us.