Refund Policy

Last Updated: March 2025

1. General Refund Policy

At StorySkill Hub, we are committed to providing high-quality storytelling and public speaking education. We understand that circumstances may change, and we have established this fair and transparent refund policy to address various situations.

2. Cooling-Off Period (14-Day Money-Back Guarantee)

In accordance with consumer protection regulations, we offer a 14-day cooling-off period for most services:

2.1 Eligibility

• Applies to all multi-week programs (Storytelling Mastery, Public Speaking Excellence, etc.)
• Starts from the date of purchase or first scheduled session, whichever comes first
• Full refund available if requested within 14 days
• No questions asked policy during this period

2.2 Conditions

• You must not have attended more than two sessions
• Any downloaded materials must be deleted upon refund
• Access to online learning platforms will be revoked
• Request must be submitted in writing via email

2.3 Exceptions

The 14-day cooling-off period does NOT apply to:

• Single consultation sessions (see Section 4)
• Customized one-on-one coaching already delivered
• Corporate workshop services already performed
• Digital products that have been fully accessed/downloaded

3. Program-Specific Refund Terms

4. Single Session and Consultation Refunds

4.1 Individual Consultations

• More than 48 hours before: 100% refund or free rescheduling
• 24-48 hours before: 50% refund or reschedule with £25 fee
• Less than 24 hours: No refund; reschedule subject to 50% fee
• No-show: No refund; session considered complete

4.2 Group Workshop Sessions

• No refunds for individual sessions within a workshop series
• Make-up sessions available subject to instructor availability
• Materials provided even if session is missed

5. Cancellation by StorySkill Hub

5.1 Full Refund Situations

You will receive a 100% refund if we cancel your program or session due to:

• Insufficient enrollment numbers
• Instructor unavailability with no suitable replacement
• Technical issues that prevent service delivery
• Force majeure events (pandemic, natural disasters, etc.)
• Facility closure or unavailability

5.2 Rescheduling Option

When we cancel a session, you may choose to:

• Receive a full refund
• Transfer to the next available session/program
• Receive credit toward future services (with 10% bonus value)

6. Medical and Emergency Circumstances

6.1 Medical Documentation Required

In case of serious illness or emergency preventing program completion, we may offer special consideration:

• Provide medical documentation from a licensed healthcare provider
• Submit request within 7 days of the incident
• Receive pro-rated refund for unused portion
• Or freeze enrollment and resume within 6 months

6.2 Qualifying Emergencies

• Serious personal illness or injury
• Immediate family member serious illness
• Death in immediate family
• Unexpected job relocation
• Other documented emergencies (reviewed case-by-case)

7. Non-Refundable Items and Services

The following are NON-REFUNDABLE under any circumstances:

• Registration and administrative fees
• Physical materials already shipped (books, workbooks)
• Digital downloads that have been accessed
• Completed coaching sessions
• Customized materials prepared for your specific needs
• Third-party service fees (payment processing, platform fees)
• Early-bird discount or promotional savings (standard price refunded)

8. Refund Request Process

8.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit Written Request: Email [email protected] with subject line "Refund Request - [Your Name] - [Program Name]"
2. Include Required Information:
   • Full name and contact information
   • Order/enrollment number
   • Program or service name
   • Reason for refund request
   • Preferred refund method
   • Any supporting documentation (if applicable)
3. Await Confirmation: We will acknowledge receipt within 2 business days
4. Review Period: Refund requests are reviewed within 5-7 business days
5. Decision Notification: You will receive written notification of the decision

8.2 Required Documentation

Depending on the reason, you may need to provide:

• Original payment receipt or confirmation email
• Medical certificate (for medical emergencies)
• Proof of relocation (for job transfers)
• Other supporting evidence as applicable

9. Refund Processing

9.1 Processing Timeline

• Approval to Processing: 5-7 business days after approval
• Credit Card Refunds: 7-10 business days to appear on statement
• Bank Transfer Refunds: 10-14 business days
• International Refunds: Up to 20 business days

9.2 Refund Method

• Refunds are processed using the original payment method
• If original method is unavailable, bank transfer will be used
• Transaction fees may be deducted (typically 2-3%)
• Currency conversion fees apply for international transactions

9.3 Partial Refunds

For partial refunds (pro-rated or mid-program withdrawals):

• Calculated based on number of sessions attended vs. total sessions
• Administrative fee of £25 may apply
• Materials costs deducted (if applicable)
• Minimum refund threshold of £50 (below this, credit offered instead)

10. Program Transfer and Credit Options

10.1 Transferring to Another Program

Instead of a refund, you may transfer your enrollment:

• Must request transfer before program midpoint
• One-time transfer allowed per enrollment
• Price difference applies if new program costs more
• Credit issued if new program costs less
• Transfer must occur within 12 months

10.2 Account Credit

You may opt for account credit instead of refund:

• Receive 110% of refund amount as credit (10% bonus)
• Credit valid for 12 months from issue date
• Can be applied to any StorySkill Hub service
• Non-transferable to other individuals
• Cannot be exchanged for cash

11. Satisfaction Guarantee

11.1 Our Commitment

While we cannot guarantee specific outcomes, we guarantee:

• Professional, experienced instruction
• Comprehensive, well-structured curriculum
• Supportive learning environment
• Timely responses to questions and concerns
• High-quality educational materials

11.2 Quality Issues

If you experience quality issues with our services:

• Report issues immediately to [email protected]
• We will investigate and address concerns within 48 hours
• Remedies may include additional coaching, material replacement, or refund
• We reserve the right to determine appropriate resolution

12. Chargebacks and Disputes

12.1 Contact Us First

Before initiating a chargeback with your bank or credit card company, please contact us directly. Most issues can be resolved quickly and amicably through direct communication.

12.2 Chargeback Consequences

If you initiate a chargeback:

• Access to all programs and materials will be immediately suspended
• Your account may be permanently closed
• You will be responsible for chargeback fees (typically £25)
• We will provide documentation to the payment processor supporting our position
• Unsubstantiated chargebacks may result in legal action

13. Special Promotional Offers

13.1 Discounted Programs

For programs purchased at a discount or promotional price:

• Refunds calculated based on discounted price paid, not standard price
• Special terms may apply (specified at time of purchase)
• Group discount refunds subject to group enrollment status

13.2 Bundle Packages

If you purchased a bundle or package deal:

• Refunds pro-rated across all included services
• Bundle discount may be forfeited upon partial refund
• Individual program refund policies apply to each component

14. Group and Corporate Bookings

14.1 Group Enrollment Refunds

• Group organizer responsible for refund distribution to participants
• Minimum participation requirements may affect refunds
• Individual participant withdrawals handled through group organizer

14.2 Corporate Training Contracts

• Governed by terms specified in corporate training agreement
• Typically require 30 days' notice for cancellation
• Deposit non-refundable but applicable to rescheduled dates

15. Force Majeure

In the event of circumstances beyond our reasonable control that prevent service delivery, including but not limited to:

• Natural disasters
• Pandemics or public health emergencies
• Government restrictions or mandates
• War or civil unrest
• Significant technical infrastructure failures

We will offer options including:

• Transition to virtual delivery (if feasible)
• Postponement to future dates
• Full refund
• Account credit with bonus value

16. Refund Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with updated "Last Updated" date
• Apply to purchases made after the update date
• Not affect enrollments completed before the update
• Be communicated via email for material changes

17. Exceptions and Special Cases

We understand that unique circumstances may arise. Cases not explicitly covered by this policy will be reviewed individually by our management team. We strive to be fair and reasonable while maintaining the sustainability of our educational services.

18. Contact Information for Refund Requests

19. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under UK law. If you believe your consumer rights have been violated, you may contact:

• Citizens Advice Consumer Service: 0808 223 1133
• Trading Standards: Through your local council
• Financial Ombudsman Service: For payment disputes

20. Acknowledgment

By enrolling in any StorySkill Hub program or purchasing any service, you acknowledge that you have read, understood, and agree to this Refund Policy.

This Refund Policy complies with UK Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and Google Ads requirements as of the last updated date.