Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

1. Introduction

This Refund Policy applies to all coaching services and products offered by EpicNest Professional Coaching ("EpicNest," "we," "us," or "our"). This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

We are committed to providing high-quality coaching services and ensuring client satisfaction. However, we also recognize that various circumstances may require cancellations or refund requests. This policy outlines our procedures and guidelines for such situations.

2. Our Service Offerings

This refund policy applies to the following services:

• Single Session: ¥15,000 per 90-minute session
• Package of 5 Sessions: ¥65,000 for five 90-minute sessions
• Intensive Program: ¥120,000 for ten 90-minute sessions
• Group Workshops: Variable pricing as advertised
• Specialized Programs: Custom pricing as agreed upon

3. Cancellation Policy

3.1 Cancellation by Client

We understand that circumstances change and appreciate as much advance notice as possible when you need to cancel a session.

Notice Period	Refund/Credit Status
More than 48 hours before session	Full credit toward future session or full refund
24-48 hours before session	50% credit toward future session or 50% refund
Less than 24 hours before session	No refund or credit (session fee forfeited)
No-show (failure to attend)	No refund or credit (session fee forfeited)

3.2 How to Cancel

To cancel a scheduled session, you must contact us through one of the following methods:

• Email: [email protected]
• Phone: +3785582795072 (during business hours: Mon-Fri, 9:00 AM - 6:00 PM JST)
• Through your online account portal

Cancellation notices are considered received when we send you a confirmation of the cancellation. We recommend requesting written confirmation of all cancellations.

3.3 Rescheduling vs. Cancellation

If you need to reschedule rather than cancel, we will make every reasonable effort to accommodate your request, subject to coach availability. Rescheduling with more than 24 hours' notice will not incur any fees or penalties.

3.4 Emergency Situations

We recognize that genuine emergencies occur. In cases of documented medical emergencies, family emergencies, or other extraordinary circumstances, we may waive cancellation fees at our discretion. Please contact us as soon as possible in such situations.

4. Refund Eligibility

4.1 Single Session Refunds

Before Session Occurs:

• Full refund available if canceled more than 48 hours in advance
• 50% refund if canceled 24-48 hours in advance
• No refund if canceled less than 24 hours in advance

After Session Occurs:

Refunds are not available after a coaching session has been completed, except in cases where:

• The coach failed to appear for the scheduled session
• Technical issues on our end prevented the session from occurring
• The service provided was materially different from what was agreed upon

4.2 Multi-Session Package Refunds

Package of 5 Sessions (¥65,000):

• Before any sessions are used: Full refund minus a ¥5,000 administrative fee
• After 1 session used: Refund of unused sessions calculated at single-session rate (¥15,000 per session), minus any package discount received
• After 2 sessions used: Refund of unused sessions calculated at single-session rate, minus any package discount received
• After 3 or more sessions used: No refund available for unused sessions

Intensive Program of 10 Sessions (¥120,000):

• Before any sessions are used: Full refund minus a ¥10,000 administrative fee
• After 1-3 sessions used: Refund of unused sessions calculated at single-session rate, minus any package discount received
• After 4-6 sessions used: 50% refund of unused sessions calculated at single-session rate
• After 7 or more sessions used: No refund available for unused sessions

4.3 Group Workshop Refunds

• More than 14 days before workshop: Full refund
• 7-14 days before workshop: 50% refund or credit toward future workshop
• Less than 7 days before workshop: No refund, but credit available for future workshop
• After workshop begins: No refund or credit

4.4 Custom Programs

Refund terms for custom coaching programs will be specified in the individual service agreement. In the absence of specific terms, the multi-session package policy will apply.

5. Non-Refundable Items

The following are generally non-refundable:

• Coaching materials, workbooks, or resources that have been accessed or downloaded
• Recording sessions that have been provided to you
• Completed coaching sessions
• Administrative or booking fees
• Promotional or discounted services explicitly marked as non-refundable
• Services purchased more than 90 days ago

6. Cancellation by EpicNest

6.1 Our Commitment

While rare, we may need to cancel sessions due to:

• Coach illness or personal emergency
• Technical difficulties or platform issues
• Force majeure events (natural disasters, etc.)
• Facility unavailability

6.2 Your Options

If we cancel a session, you will receive:

• Immediate notification via email and/or phone
• Priority rebooking at your earliest convenience
• Full refund if rescheduling is not possible or acceptable to you
• Compensation for any documented expenses incurred due to the cancellation (such as non-refundable travel costs)

7. Refund Request Process

7.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Send a refund request via email to [email protected] or call +3785582795072
2. Provide Information: Include the following in your request:
   • Your full name and contact information
   • Booking reference number or invoice number
   • Date(s) of service purchased
   • Reason for refund request
   • Original payment method
3. Documentation: Provide any relevant documentation (e.g., medical certificates for emergency cancellations)
4. Await Review: We will review your request within 3-5 business days

7.2 Refund Review Process

Upon receiving your refund request, we will:

• Acknowledge receipt within 24 hours
• Review your request against our refund policy
• Verify the details of your purchase and service delivery
• Contact you if additional information is needed
• Make a determination within 3-5 business days
• Notify you of our decision via email

7.3 Refund Processing Time

Once a refund is approved:

• Credit/Debit Cards: 5-10 business days for funds to appear in your account
• Bank Transfer: 3-7 business days
• Original Payment Method: Refunds will be issued to the original payment method unless otherwise agreed

Please note that processing times may vary depending on your financial institution.

8. Disputes and Exceptions

8.1 Dissatisfaction with Service

If you are dissatisfied with the quality of service received, we encourage you to:

1. Speak with your coach directly during or immediately after the session
2. Contact our management team within 48 hours
3. Provide specific details about your concerns

We will work with you to address legitimate concerns, which may include:

• Complimentary additional session with the same or different coach
• Partial refund if concerns are substantiated
• Modified coaching approach for remaining sessions

8.2 Extraordinary Circumstances

We may consider refund requests outside the standard policy in extraordinary circumstances, including but not limited to:

• Serious illness or hospitalization
• Death in the immediate family
• Unexpected job relocation
• Natural disasters or emergencies

Such requests will be reviewed on a case-by-case basis and may require supporting documentation.

8.3 Dispute Resolution

If you disagree with our refund decision:

1. Request a detailed explanation of the decision
2. Provide any additional information that may support your case
3. Request escalation to senior management
4. We will conduct a final review within 5-7 business days

Our goal is to resolve all disputes amicably and fairly.

9. Payment Method Specific Policies

9.1 Credit Card Refunds

Refunds to credit cards will appear as a credit on your statement. If you've received a new card since your original purchase, please contact your card issuer to ensure the refund is properly credited.

9.2 Chargebacks

If you initiate a chargeback with your credit card company without first attempting to resolve the issue with us:

• We will provide documentation of services rendered to your card issuer
• Future services may be denied
• You may be required to pay additional administrative costs if the chargeback is found to be unjustified

We strongly encourage you to contact us directly before initiating a chargeback to allow us to address your concerns.

10. Special Promotions and Discounts

Services purchased at promotional prices or with discount codes may have modified refund terms:

• Flash sales or limited-time offers may be non-refundable (clearly stated at purchase)
• Complimentary sessions or bonus content are non-refundable
• Bundled services may have different refund calculations
• Gift certificates are non-refundable once purchased

Any special refund terms will be clearly communicated at the time of purchase.

11. Technical Issues

11.1 Virtual Session Technical Difficulties

If technical issues prevent a virtual session from occurring:

Issues on Your End (Client):

• Standard cancellation policy applies
• We recommend testing technology before sessions to avoid issues
• One-time technical difficulties may be excused at our discretion

Issues on Our End:

• Full credit or refund for the affected session
• Priority rescheduling
• Potential complimentary extension time for future sessions

11.2 Platform or Website Issues

If you experience issues with our booking platform or payment processing that prevent you from using our services, please contact us immediately. We will:

• Manually process your booking if needed
• Honor any advertised pricing you were attempting to access
• Extend promotional periods if technical issues prevented access

12. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify clients of material changes via:

• Email notification to registered clients
• Prominent notice on our website
• Update to the "Last Updated" date at the top of this policy

Your continued use of our services after policy changes constitutes acceptance of the modified policy. However, any changes will not affect refund requests for services purchased before the change.

13. Contact Information

14. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under Japanese law. If you are located in a jurisdiction with consumer protection laws that provide greater rights than those set forth in this policy, those laws shall apply.

For consumers in Japan, this policy complies with the Act on Specified Commercial Transactions and other applicable consumer protection regulations.

15. Acknowledgment

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. If you have any questions or concerns about this policy, please contact us before making a purchase.

We are committed to providing exceptional service and handling all refund requests fairly and promptly in accordance with this policy.