Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At Nexomatrix, we are committed to providing high-quality communication training services. This Refund Policy explains the circumstances under which refunds may be issued for our interview coaching, public speaking training, and oratory skills development programs.

1. General Refund Policy

Due to the personalized nature of our coaching and training services, all sales are generally final. However, we understand that circumstances may arise that warrant consideration for refunds. This policy outlines specific situations where refunds may be provided.

2. Eligibility for Refunds

2.1 Full Refund Eligibility

You may be eligible for a full refund under the following circumstances:

• Cancellation Before First Session: If you cancel your service booking at least 48 hours before your first scheduled session, you will receive a full refund minus any applicable payment processing fees (typically 3-5%).
• Service Not Delivered: If we fail to deliver the services as described and are unable to reschedule or provide a suitable alternative.
• Technical Failures (Virtual Sessions): If technical issues on our end prevent service delivery and we cannot provide an alternative solution within a reasonable timeframe.
• Duplicate Charges: If you are accidentally charged multiple times for the same service.
• Unauthorized Charges: If charges are made to your account without your authorization (subject to verification).

2.2 Partial Refund Eligibility

Partial refunds may be considered in the following situations:

• Multi-Session Packages: If you have purchased a multi-session package and wish to discontinue after completing some sessions, you may receive a prorated refund for unused sessions, minus a 20% administrative fee, provided you request cancellation at least 48 hours before the next scheduled session.
• Service Quality Issues: If you are unsatisfied with service quality and report specific concerns within 7 days of the session in question, we will investigate and may offer a partial refund or complimentary makeup session at our discretion.
• Coach Unavailability: If your assigned coach becomes unavailable due to unforeseen circumstances and you are unwilling to work with an alternative coach, you may receive a prorated refund for uncompleted sessions.

2.3 No Refund Situations

Refunds will NOT be provided in the following circumstances:

• Late Cancellations: Cancellations made less than 24 hours before a scheduled session
• No-Shows: Failure to attend a scheduled session without prior notice
• Completed Services: Single-session services that have already been delivered
• Personal Circumstances: Changes in your schedule, priorities, or personal circumstances after services begin
• Subjective Dissatisfaction: General dissatisfaction without specific, substantiated service failures
• Buyer's Remorse: Simply changing your mind after services have commenced
• Results-Based Requests: Failure to achieve desired outcomes (e.g., not receiving a job offer, not feeling completely confident), as results vary based on individual circumstances and effort
• Third-Party Issues: Technical problems on your end (internet connectivity, equipment issues)
• Promotional or Discounted Services: Services purchased at promotional or discounted rates are final sale unless otherwise specified

3. Cancellation and Rescheduling Policy

3.1 Advance Notice Requirements

Notice Period	Action	Financial Impact
48+ hours before first session	Full cancellation	Full refund (minus processing fees)
24-48 hours before session	Rescheduling allowed	No charge (one-time courtesy)
Less than 24 hours	Late cancellation	Session fee forfeited
No notice (no-show)	No-show	Full session fee forfeited

3.2 Rescheduling Policy

We understand that schedules can change. Our rescheduling policy is as follows:

• First rescheduling request with 24+ hours notice: No charge
• Subsequent rescheduling requests: Subject to availability and may incur a ¥3,000 rescheduling fee
• Rescheduling requests with less than 24 hours notice: May be declined or subject to availability at coach's discretion

3.3 Emergency Situations

We recognize that genuine emergencies occur. In cases of documented medical emergencies, family emergencies, or natural disasters, we will work with you to reschedule without penalty or provide appropriate refunds on a case-by-case basis. Documentation may be required.

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Submit a Written Request: Email us at [email protected] with the subject line "Refund Request"
2. Include Required Information:
   • Your full name and contact information
   • Order/booking confirmation number
   • Date(s) of service
   • Detailed reason for refund request
   • Supporting documentation (if applicable)
3. Submit Within Timeframe: Refund requests must be submitted within 14 days of the issue occurrence

4.2 Review Process

Once we receive your refund request:

• Acknowledgment: We will acknowledge receipt within 2 business days
• Review: We will review your request within 5-7 business days
• Decision: You will receive a written decision via email
• Processing: If approved, refunds will be processed within 10-14 business days

4.3 Refund Method

Approved refunds will be issued to the original payment method used for the purchase. Please note:

• Credit card refunds may take 5-10 business days to appear on your statement
• Bank transfer refunds may take 3-7 business days
• Processing fees charged by payment processors are non-refundable
• Currency conversion fees (if applicable) are non-refundable

5. Package and Program-Specific Policies

5.1 Multi-Session Packages

For multi-session coaching packages:

• Sessions must be used within 6 months of purchase unless otherwise specified
• Unused sessions after the validity period are non-refundable
• Partial refunds for unused sessions are calculated at the single-session rate, minus a 20% administrative fee
• Packages purchased at discounted rates: refunds calculated at the discounted per-session rate

5.2 Intensive Programs

For intensive training programs (3+ consecutive days):

• Full refund if cancelled 7+ days before program start
• 50% refund if cancelled 3-6 days before start
• No refund if cancelled less than 3 days before start
• No refunds after program begins

5.3 Free Consultations

Initial free consultations may be cancelled or rescheduled without penalty with at least 4 hours notice. Repeated no-shows for free consultations may result in ineligibility for future complimentary sessions.

6. Special Circumstances

6.1 Service Provider Issues

If issues arise due to coach performance or conduct:

• Report concerns immediately to [email protected]
• We will investigate promptly and thoroughly
• Remedies may include coach replacement, makeup sessions, or refunds
• Our decision after investigation is final

6.2 Force Majeure

In cases of natural disasters, pandemics, government restrictions, or other force majeure events:

• We will work with you to reschedule services
• Virtual alternatives will be offered when possible
• If services cannot be delivered through any means, full refunds will be provided

7. Dispute Resolution

If you are unsatisfied with our refund decision:

1. Internal Appeal: Request a review by senior management within 7 days of the decision
2. Mediation: We encourage informal mediation before pursuing legal action
3. Legal Action: Any disputes will be governed by the laws of Japan and subject to the jurisdiction of Sapporo courts

8. Refund Policy for Different Payment Methods

8.1 Credit/Debit Card Payments

Refunds to credit or debit cards will be processed to the original card used for purchase. If the card has expired or been cancelled, please contact your bank for guidance on receiving the refund.

8.2 Bank Transfers

For payments made via bank transfer, refunds will be transferred to the bank account from which the original payment was made. You may need to provide current banking details if account information has changed.

8.3 Third-Party Payment Platforms

Refunds for payments made through third-party platforms will be processed according to that platform's policies and timeframes.

9. Non-Monetary Remedies

In some situations, we may offer alternatives to monetary refunds:

• Makeup Sessions: Complimentary additional sessions to address concerns
• Service Credits: Credits toward future services
• Coach Changes: Reassignment to a different coach better suited to your needs
• Program Modifications: Adjustments to training approaches or content

These alternatives will only be offered with your agreement and do not waive your right to request a monetary refund where applicable.

10. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the modified policy. However, any changes will not affect refund requests for services purchased before the policy change.

11. Contact Information for Refund Requests

12. Acknowledgment and Acceptance

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand that services are generally non-refundable except under the specific circumstances outlined above.

We encourage you to contact us with any questions before making a purchase to ensure our services meet your needs and expectations.

This Refund Policy was last updated on January 1, 2025.