Refund Policy

Last Updated: January 15, 2025

1. Introduction

At StoryCraft Mastery, we are committed to providing high-quality educational services. This Refund Policy explains the circumstances under which refunds may be issued for our consultations, courses, and programs.

StoryCraft Mastery (Company Registration Number: 48533234) is located at 765 Jennifer Pines, Wrightfort SE19 2BG, United Kingdom.

2. General Refund Principles

Our refund policy is designed to be fair to both our clients and our business. We understand that circumstances may change, and we strive to accommodate reasonable requests while protecting the integrity of our educational services.

• All refund requests must be submitted in writing via email to [email protected]
• Refunds are processed within 14 business days of approval
• Refunds are issued to the original payment method
• Partial refunds may be offered in certain circumstances
• Non-refundable fees will be clearly indicated at the time of purchase

3. Individual Consultation Sessions

3.1 Single Consultation Refunds

For single consultation sessions:

• More than 48 hours before scheduled session: Full refund (100%)
• 24-48 hours before scheduled session: 50% refund
• Less than 24 hours before scheduled session: No refund
• No-show without notice: No refund

3.2 Rescheduling Single Consultations

As an alternative to cancellation:

• Sessions can be rescheduled without penalty if notice is provided at least 24 hours in advance
• Rescheduling is subject to consultant availability
• Sessions must be rescheduled within 90 days of the original booking

4. Multi-Session Course Packages

4.1 Before Course Commencement

For multi-session courses before the first session:

• 7+ days before start date: Full refund minus 10% administrative fee
• 3-7 days before start date: 75% refund
• Less than 3 days before start date: 50% refund

4.2 After Course Commencement

Once a multi-session course has begun:

Note: Completed sessions are calculated based on scheduled sessions, not attendance.

4.3 Pausing Course Enrollment

In exceptional circumstances, you may request to pause your course enrollment:

• Medical emergencies (documentation required)
• Significant life events (at our discretion)
• Maximum pause period: 6 months
• Pausing does not extend refund eligibility periods

5. Comprehensive Programs (6+ months)

5.1 Cooling-Off Period

For comprehensive programs, we offer a 14-day cooling-off period from the date of purchase:

• Full refund if requested within 14 days of purchase
• No sessions must have been attended
• Any materials received must be returned in original condition

5.2 After Cooling-Off Period

After the cooling-off period:

• 0-10% completed: 70% refund of remaining program value
• 10-25% completed: 50% refund of remaining program value
• 25-40% completed: 30% refund of remaining program value
• More than 40% completed: No refund

6. Special Circumstances

6.1 Medical Emergencies

In case of serious medical emergencies:

• Provide medical documentation within 7 days of the incident
• We may offer a partial refund or course credit
• Alternative arrangements such as course postponement may be available
• Each case is evaluated individually

6.2 Service Quality Issues

If you are unsatisfied with the quality of our services:

• Contact us immediately to discuss your concerns
• We will attempt to resolve issues through alternative consultants or additional sessions
• If resolution is not possible, a partial or full refund may be issued
• Quality complaints must be raised within 7 days of the relevant session

6.3 Technical Issues

For online sessions affected by technical problems:

• If issues are on our end: Full refund or free rescheduling
• If issues are on your end: Standard cancellation policy applies
• We recommend testing your technology before scheduled sessions

7. Non-Refundable Items and Fees

The following are non-refundable under all circumstances:

• Registration and administrative fees
• Digital materials and downloads accessed or downloaded
• Certification fees (if certification has been issued)
• Third-party costs (e.g., examination fees, materials purchased from external vendors)
• Promotional discounts or special offers (cannot be refunded separately)
• Gift vouchers or gift certificates (unless required by law)

8. Cancellations by StoryCraft Mastery

8.1 Course Cancellations

If we cancel a course or consultation:

• You will receive a full refund of all fees paid
• We will provide at least 48 hours' notice when possible
• Alternative dates or consultants may be offered
• We are not liable for any consequential losses

8.2 Consultant Unavailability

If a consultant becomes unavailable:

• We will offer a replacement consultant of equal qualification
• If you decline the replacement, a full refund will be provided
• Emergency substitutions may occur with minimal notice

9. Payment Plans and Installments

9.1 Refunds on Payment Plans

For services paid through installment plans:

• Refunds are calculated based on payments made to date
• You remain responsible for any outstanding payments unless the refund exceeds them
• Early termination fees may apply
• Refund amounts will be offset against any outstanding balances

9.2 Missed Installment Payments

If installment payments are missed:

• Services may be suspended after one missed payment
• Access may be terminated after two consecutive missed payments
• No refund will be issued for services not accessed due to payment default
• Outstanding balances remain due regardless of service suspension

10. Group Courses and Workshops

10.1 Group Course Refunds

For group courses and workshops:

• 14+ days before start: Full refund minus 10% administrative fee
• 7-14 days before start: 50% refund
• Less than 7 days before start: No refund, but may transfer to another participant

10.2 Minimum Participant Requirements

Some group courses require minimum participant numbers:

• If minimum numbers are not met, we reserve the right to cancel
• Full refund will be provided if we cancel due to insufficient enrollment
• Alternative dates or formats may be offered

11. Corporate and Business Clients

11.1 Corporate Booking Refunds

For corporate clients booking multiple seats or programs:

• Custom refund terms may be negotiated in writing
• Standard policy applies unless otherwise specified in contract
• Bulk booking discounts are non-refundable
• Individual participant cancellations within corporate bookings follow standard policy

11.2 Corporate Contracts

For corporate training contracts:

• Refund terms will be specified in the service agreement
• Minimum commitment periods may apply
• Early termination fees may be applicable

12. Refund Request Process

12.1 How to Request a Refund

To request a refund:

1. Send an email to [email protected] with subject line "Refund Request"
2. Include your full name, booking reference number, and reason for refund
3. Provide any supporting documentation (for special circumstances)
4. Specify your preferred refund method

12.2 Processing Timeline

• Initial response within 2 business days
• Review and decision within 5 business days
• Refund processing within 14 business days of approval
• Bank processing may take additional 3-5 business days

12.3 Refund Methods

Refunds will be issued to:

• The original payment method whenever possible
• Bank transfer (if original method is unavailable)
• Course credit (if mutually agreed)

13. Chargebacks and Disputes

We encourage you to contact us directly to resolve any payment disputes. However:

• Initiating a chargeback without contacting us may result in account suspension
• Fraudulent chargebacks may result in legal action
• Legitimate disputes will be resolved according to card network rules
• We reserve the right to provide evidence of service delivery in chargeback cases

14. Course Credits and Vouchers

14.1 Course Credit Policy

In lieu of a refund, we may offer course credits:

• Course credits are valid for 12 months from date of issue
• Credits can be applied to any of our services
• Credits are non-transferable
• Unused credits expire after 12 months with no refund

14.2 Gift Vouchers

For services purchased with gift vouchers:

• Refunds cannot exceed the cash value paid
• Gift voucher values are non-refundable
• Cancellations may result in voucher credit instead of cash refund

15. Force Majeure and Exceptional Circumstances

In cases of force majeure (pandemic, natural disaster, etc.):

• We will work with you to reschedule services
• Online alternatives may be offered
• Refunds may be provided if alternatives are not acceptable
• Standard timelines may be extended during exceptional circumstances

16. Consumer Rights (UK)

This policy does not affect your statutory rights under UK consumer protection law:

• Services must be provided with reasonable care and skill
• Services must match their description
• You have certain rights under the Consumer Rights Act 2015
• This policy operates in addition to, not instead of, your statutory rights

17. Exceptions and Discretionary Refunds

StoryCraft Mastery reserves the right to:

• Offer refunds outside of this policy on a case-by-case basis
• Deny refund requests that do not meet policy criteria
• Request additional documentation to support refund requests
• Modify this policy with reasonable notice

18. Appeals Process

If your refund request is denied and you wish to appeal:

1. Submit your appeal in writing within 7 days of the decision
2. Provide any additional supporting documentation
3. Appeal will be reviewed by senior management
4. Final decision will be communicated within 10 business days

19. Changes to This Policy

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

• Be posted on our website with an updated "Last Updated" date
• Not affect services already purchased
• Apply to all purchases made after the update
• Be communicated to active clients via email for material changes

20. Contact Information

21. Acknowledgment

By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.