Refund Policy

1. Introduction

At OmniVariona, we are committed to providing high-quality communication training and consulting services. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

By purchasing our services, you agree to the terms outlined in this policy. Please read this policy carefully before making a purchase.

2. General Refund Principles

Key principles:

• Refunds are evaluated on a case-by-case basis
• All refund requests must be submitted in writing
• Refunds are processed within 14 business days of approval
• Refunds are issued to the original payment method

3. Service-Specific Refund Terms

3.1 Individual Consultation Sessions

Timeframe	Refund Eligibility
More than 48 hours before scheduled session	100% refund or free rescheduling
24-48 hours before scheduled session	50% refund or one-time free rescheduling
Less than 24 hours before scheduled session	No refund; rescheduling fee applies
No-show (failure to attend without notice)	No refund or rescheduling

3.2 Multi-Session Training Packages

For packages of 4 or more sessions:

• Before first session: Full refund minus administrative fee (€25)
• After 1st session completed: Refund for unused sessions minus 20% cancellation fee
• After 2nd session completed: Refund for unused sessions minus 30% cancellation fee
• After 3rd session or more: No refund for unused sessions

Note: Completed sessions are charged at single-session rates when calculating refunds.

3.3 Free Initial Consultations

Free initial consultations do not require payment and therefore are not eligible for refunds. Cancellations can be made at any time without penalty.

3.4 Corporate Training Programs

Corporate training programs follow customized agreements. Refund terms are specified in individual contracts and may include:

• Deposit requirements (typically non-refundable)
• Milestone-based payment structures
• Cancellation fees based on notice period
• Prorated refunds for incomplete programs

Specific refund terms will be clearly outlined in the corporate service agreement.

4. Circumstances for Full Refunds

Full refunds will be provided in the following circumstances:

4.1 Service Cancellation by OmniVariona

• If we need to cancel your scheduled session, you will receive a full refund or free rescheduling
• Cancellations due to trainer unavailability, emergencies, or unforeseen circumstances

4.2 Technical Issues (Virtual Sessions)

• If technical problems on our end prevent service delivery and cannot be resolved within a reasonable timeframe
• Refund or free rescheduling offered at client's discretion
• Note: Technical issues on the client's end (internet connectivity, device problems) do not qualify for refunds

4.3 Service Not as Described

• If the service provided materially differs from what was advertised or agreed upon
• Must be reported within 48 hours of the session
• Subject to review and verification

5. Non-Refundable Circumstances

Refunds will NOT be provided in the following situations:

• Completed Services: Once a service has been fully delivered, it is not eligible for refund
• Client No-Shows: Failure to attend scheduled sessions without proper notice
• Change of Mind: After a session has been completed, dissatisfaction due to changed personal circumstances or expectations
• Results-Based Claims: Dissatisfaction with personal outcomes (e.g., interview results, job offers) as we do not guarantee specific outcomes
• Partial Attendance: Leaving a session early or not fully participating does not qualify for refund
• Digital Materials: Once downloadable materials or recorded sessions have been accessed, they are non-refundable
• Third-Party Issues: Problems caused by third-party services or circumstances beyond our control

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact Us: Email or call us using the contact information provided below
2. Provide Information:
   • Your full name and contact information
   • Booking reference or invoice number
   • Service date and type
   • Reason for refund request
   • Preferred resolution (refund or rescheduling)
3. Submit in Writing: All refund requests must be submitted in writing (email is acceptable)
4. Include Documentation: Provide any supporting documentation if applicable

6.2 Review Timeline

• Acknowledgment: We will acknowledge your refund request within 2 business days
• Review Period: Refund requests are reviewed within 5 business days
• Decision Notification: You will be notified of our decision via email
• Processing: Approved refunds are processed within 14 business days

6.3 Refund Method

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit card refunds: 5-10 business days to appear on your statement
• Bank transfers: 3-7 business days
• Other payment methods: As per the provider's standard processing time

7. Rescheduling Policy

As an alternative to refunds, we offer flexible rescheduling options:

7.1 Free Rescheduling

• Available with 48+ hours notice
• One free rescheduling per booking
• Subject to trainer availability
• Must be rescheduled within 3 months of original booking

7.2 Rescheduling with Fee

• 24-48 hours notice: €15 rescheduling fee
• Less than 24 hours notice: €30 rescheduling fee
• Emergency circumstances may be considered for fee waiver

7.3 How to Reschedule

Contact us via phone or email at least 48 hours before your scheduled session to request rescheduling.

8. Special Circumstances

8.1 Medical Emergencies

In case of documented medical emergencies:

• Full refund or free rescheduling may be provided
• Medical documentation may be required
• Must be reported within 24 hours of the incident

8.2 Bereavement

In case of death in the immediate family:

• Full refund or postponement without fees
• Documentation may be required
• Applies to bookings within 30 days of the event

8.3 Force Majeure

In cases of force majeure (natural disasters, pandemics, government restrictions, etc.):

• Services may be postponed without penalty
• Virtual alternatives may be offered
• Refunds or credits will be evaluated based on circumstances

9. Package and Promotional Offers

9.1 Discounted Packages

For services purchased at promotional or discounted rates:

• Standard refund policies apply
• Refunds calculated based on actual price paid
• Partial refunds may be calculated at regular (non-discounted) rates for used services

9.2 Gift Certificates and Vouchers

• Non-refundable once purchased
• May be transferred to another person with notification
• Valid for 12 months from purchase date
• Can be used toward any service of equal or greater value

10. Disputes and Appeals

10.1 Dispute Resolution

If you disagree with a refund decision:

• You may submit an appeal within 14 days of the decision
• Provide additional information or documentation to support your case
• Appeals are reviewed by senior management
• Final decision will be provided within 7 business days

10.2 Mediation

If a dispute cannot be resolved through our internal process:

• Parties may agree to mediation before pursuing legal action
• Mediation costs shared equally between parties
• Located in Coimbra, Portugal, or conducted virtually

11. Consumer Rights

This Refund Policy does not affect your statutory rights under Portuguese and European Union consumer protection laws, including:

• Right to cancel within 14 days (for distance contracts, where applicable)
• Right to refund for defective services
• Right to remedies for unfair commercial practices

If there is any conflict between this policy and your statutory rights, your statutory rights prevail.

12. Policy Updates

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

• Be posted on our website with an updated effective date
• Apply to purchases made after the effective date
• Not affect existing bookings made under previous policy terms

We encourage you to review this policy periodically.

13. Contact Information

14. Acknowledgment

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. If you do not agree with this policy, please do not purchase our services.