Refund Policy

1. Introduction

At FluxEntis, we are committed to providing high-quality professional coaching services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our coaching services.

This policy applies to all services purchased from FluxEntis, including single coaching sessions, session packages, and specialized training programs. By purchasing our services, you agree to the terms outlined in this Refund Policy.

We encourage you to carefully review this policy before making a purchase. If you have any questions or concerns, please contact us before booking.

2. Refund Eligibility for Single Sessions

2.1 Full Refund Conditions

Single coaching sessions (90-minute individual sessions priced at ¥15,000) are eligible for a full refund if:

• Cancellation request is made at least 48 hours (2 business days) before the scheduled session time
• Cancellation is communicated via email to [email protected] or by phone at +6926974689
• You have not previously cancelled more than two sessions in the current calendar year

2.2 Partial Refund Conditions

If you cancel between 24-48 hours before your scheduled session:

• A 50% refund will be provided (¥7,500 for single sessions)
• Administrative fee of ¥1,000 may be deducted

2.3 No Refund Situations

No refund will be provided if:

• Cancellation is made less than 24 hours before the scheduled session
• You fail to attend the scheduled session without prior notice (no-show)
• You arrive more than 15 minutes late to the session
• The session has already taken place
• Cancellation is made for the third time or more within the same calendar year

3. Refund Eligibility for Session Packages

3.1 Package of 5 Sessions (¥65,000)

Before First Session:

• Full refund available if requested within 7 days of purchase and before the first scheduled session
• No administrative fees apply

After First Session:

• Refund available for unused sessions only
• Used sessions will be charged at the single session rate (¥15,000 per session)
• Administrative fee of ¥3,000 will be deducted
• Formula: Refund = Package Price - (Sessions Used × ¥15,000) - ¥3,000

3.2 Package of 10 Sessions (¥120,000)

Before First Session:

• Full refund available if requested within 7 days of purchase and before the first scheduled session
• No administrative fees apply

After First Session:

• Refund available for unused sessions only
• Used sessions will be charged at the single session rate (¥15,000 per session)
• Administrative fee of ¥5,000 will be deducted
• Formula: Refund = Package Price - (Sessions Used × ¥15,000) - ¥5,000

3.3 Package Refund Limitations

Package refunds are subject to the following conditions:

• Refund requests must be made within the 6-month validity period of the package
• At least 2 unused sessions must remain in the package
• Maximum one refund request per package purchase
• Promotional or discounted packages may have different refund terms (specified at time of purchase)

4. Refund Calculation Examples

Scenario	Package Type	Sessions Used	Refund Calculation	Refund Amount
Early cancellation	5-session package	0	¥65,000 - ¥0 - ¥0	¥65,000
Partial completion	5-session package	2	¥65,000 - (2 × ¥15,000) - ¥3,000	¥32,000
Partial completion	10-session package	3	¥120,000 - (3 × ¥15,000) - ¥5,000	¥70,000
Mostly completed	10-session package	8	¥120,000 - (8 × ¥15,000) - ¥5,000	¥5,000

5. Special Circumstances

5.1 Medical Emergencies

We understand that genuine medical emergencies can prevent attendance at scheduled sessions. In cases of documented medical emergencies, we may:

• Waive standard cancellation fees
• Extend package validity periods
• Provide additional flexibility for rescheduling

Medical emergencies must be documented with appropriate medical certification or documentation. Requests should be submitted as soon as reasonably possible.

5.2 Coach Unavailability

If a session is cancelled by FluxEntis due to coach illness, emergency, or other unforeseen circumstances:

• Full credit will be provided for the cancelled session
• No charges will be applied to package sessions
• We will offer priority rescheduling or, if preferred, a full refund for that session
• Package validity may be extended to accommodate rescheduling

5.3 Service Dissatisfaction

If you are dissatisfied with our services after your first session:

• Contact us within 48 hours of the session to discuss your concerns
• We will work to address issues through coach reassignment or service modifications
• If issues cannot be resolved, we may offer a refund on a case-by-case basis
• This guarantee applies only to the first session of a new client relationship

5.4 Force Majeure

In cases of natural disasters, pandemics, government restrictions, or other force majeure events that prevent service delivery:

• We will work to transition to virtual sessions where possible
• Package validity periods will be extended as necessary
• Full refunds will be available for prepaid services that cannot be delivered

6. How to Request a Refund

6.1 Refund Request Process

To request a refund, please follow these steps:

1. Contact Us: Email [email protected] or call +6926974689
2. Provide Information: Include your full name, booking reference number, reason for refund request, and original payment method
3. Submit Documentation: If applicable, provide supporting documentation (medical certificates, etc.)
4. Await Response: We will review your request and respond within 3 business days
5. Receive Decision: You will receive approval or denial with explanation

6.2 Required Information

All refund requests must include:

• Full name as it appears on the booking
• Email address used for booking
• Booking/invoice reference number
• Date(s) of purchased sessions
• Clear explanation of reason for refund request
• Preferred refund method
• Supporting documentation if claiming special circumstances

6.3 Response Time

We strive to review and respond to all refund requests promptly:

• Initial Response: Within 3 business days of receiving your request
• Review Period: Up to 7 business days for complex cases requiring additional review
• Processing Time: 14 business days after approval for refund to reach your account

7. Refund Processing

7.1 Processing Method

Approved refunds will be processed using the original payment method whenever possible:

• Credit Card: Refunded to the original card (5-14 business days)
• Bank Transfer: Returned to the original account (3-7 business days)
• Other Methods: We will work with you to determine appropriate refund method

7.2 Processing Timeline

Once a refund is approved:

• We initiate the refund within 2 business days
• Total processing time is typically 14 business days
• Bank processing times may vary and are beyond our control
• You will receive confirmation email when refund is initiated

7.3 Partial Payments and Installments

If payment was made in installments:

• Refunds will be calculated based on total amount paid
• Refunds may be processed proportionally across payment methods used
• Any outstanding payment obligations will be cancelled upon refund approval

7.4 Currency and Exchange Rates

All refunds are processed in Japanese Yen (¥):

• If original payment was in foreign currency, refund amount may differ due to exchange rate fluctuations
• We are not responsible for exchange rate differences
• Currency conversion fees charged by banks are not refundable

8. Non-Refundable Items and Services

The following are non-refundable under any circumstances:

• Completed Sessions: Any coaching session that has been completed
• Digital Materials: Downloaded coaching materials, recordings, or digital resources
• Administrative Fees: Fees charged for payment processing, booking modifications, or administrative services
• Third-Party Fees: Any fees charged by payment processors or financial institutions
• Promotional Items: Complimentary materials or bonuses provided with service purchase
• No-Shows: Sessions missed without proper cancellation notice
• Expired Packages: Session packages that have passed their 6-month validity period
• Violation of Terms: Services terminated due to client violation of Terms & Conditions

9. Disputes and Appeals

9.1 Initial Decision

If your refund request is denied, you will receive a written explanation of the reasons for denial, including reference to the specific policy provisions that apply to your situation.

9.2 Appeal Process

If you disagree with a refund decision, you may appeal by:

1. Submitting a written appeal within 14 days of the initial decision
2. Providing any additional information or documentation that supports your case
3. Requesting review by senior management

Appeals will be reviewed within 7 business days, and you will receive a final written decision.

9.3 Final Resolution

The final decision on refund appeals is made by FluxEntis management and is conclusive. If you remain unsatisfied with the outcome, you may pursue resolution through the dispute resolution process outlined in our Terms & Conditions.

10. Modifications to Refund Policy

FluxEntis reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. However:

• Changes will not affect services already purchased under previous policy terms
• Clients with active packages will be notified of significant policy changes
• The policy version in effect at the time of purchase governs that transaction

We encourage you to review this policy periodically. The "Last Updated" date at the top indicates the most recent revision.

11. Consumer Rights

This Refund Policy does not affect your statutory rights under Japanese consumer protection laws. In some circumstances, you may have additional rights beyond those described in this policy.

If you believe your consumer rights have been violated, you may contact:

• Your local consumer affairs center
• The National Consumer Affairs Center of Japan
• Other appropriate consumer protection authorities

12. Questions and Additional Information

We understand that refund policies can be complex. If you have questions about:

• Whether your situation qualifies for a refund
• How to calculate your potential refund amount
• The refund request process
• Alternative solutions to refunds (such as rescheduling or credit)

Please contact us before making a purchase decision. We're happy to clarify any aspect of this policy and help you understand your options.

14. Acknowledgment

By purchasing services from FluxEntis, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the terms and conditions outlined herein
• You understand the circumstances under which refunds are and are not available
• You accept responsibility for adhering to cancellation timeframes