Refund Policy

1. Introduction

At IQ Speak Studio, we are committed to providing high-quality educational services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be granted for our courses, consultations, and other services.

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy.

Company Information:
IQ Speak Studio
Company Registration Number: 06525723
Registered Address: 865 James Drive, Paulineview, CB2 3EN, United Kingdom

2. General Refund Principles

Our refund policy is designed to be fair to both our students and our business. Key principles include:

• Refunds are processed in the same currency and payment method as the original purchase
• Refund requests must be submitted in writing to [email protected]
• Processing time for approved refunds is typically 5-10 business days
• Partial refunds may be granted in certain circumstances
• Some services may be non-refundable as specified below

3. Course Registration Refunds

3.1 Full Refund Period (Cooling-Off Period)

In accordance with UK Consumer Rights Act 2015, you have the right to cancel within 14 days from the date of purchase for a full refund, provided:

• The course has not yet commenced
• You have not accessed any course materials or attended any sessions
• The cancellation request is submitted in writing

Note: If you request to begin the course during the cooling-off period, you acknowledge that you forfeit your right to a full refund.

3.2 Refund Schedule After Course Commencement

4. Individual Consultation Refunds

4.1 Cancellation by Student

• More than 48 hours before appointment: Full refund or free rescheduling
• 24-48 hours before appointment: 50% refund or one-time free rescheduling
• Less than 24 hours before appointment: No refund; rescheduling subject to availability and may incur fees
• No-show: No refund or rescheduling

4.2 Cancellation by IQ Speak Studio

If we need to cancel or reschedule your consultation:

• You will be offered alternative dates at no additional cost
• If no suitable alternative is found, you will receive a full refund
• We will notify you as soon as possible of any changes

5. Package and Program Refunds

5.1 Multi-Course Packages

For bundled course packages:

• Refunds are calculated based on the individual course prices, not the discounted package price
• Completed courses are deducted at full individual course rates
• Package discounts are forfeited upon cancellation
• Minimum 10% administrative fee applies to all package refunds

5.2 Comprehensive Development Programs

Our 16-week comprehensive program has specific terms:

• Full refund available if canceled before program commencement
• After commencement, refunds are calculated based on completed modules
• No refunds after 8 weeks (50% completion) of the program
• Rescheduling to future program dates may be available (subject to availability)

6. Special Circumstances

6.1 Medical or Emergency Situations

We understand that unexpected circumstances arise. In cases of:

• Serious illness or injury (medical documentation required)
• Family emergencies
• Other extraordinary circumstances

We may offer:

• Course deferral to a future date
• Extended access to course materials
• Partial refund consideration on a case-by-case basis

Please contact us directly to discuss your situation.

6.2 Service Quality Issues

If you are dissatisfied with the quality of our services:

• Contact us immediately to discuss your concerns
• We will investigate and work to resolve the issue
• Remedies may include additional coaching, course material supplements, or partial refunds
• Full refunds for quality issues are granted at our discretion after thorough review

7. Non-Refundable Items and Services

The following are generally non-refundable:

• Course materials and books that have been accessed or downloaded
• Certificates of completion
• Administrative and processing fees
• Third-party fees (platform fees, payment processing fees)
• Services clearly marked as "non-refundable" at time of purchase
• Special promotional or discounted offerings (unless otherwise stated)
• Custom or personalized program development

8. Refund Process and Timeline

8.1 How to Request a Refund

To request a refund, please follow these steps:

1. Email your refund request to [email protected]
2. Include the following information:
   • Your full name
   • Course or service name
   • Purchase date and order/invoice number
   • Reason for refund request
   • Any supporting documentation (if applicable)
3. We will acknowledge receipt of your request within 2 business days
4. Refund decisions will be communicated within 5 business days

8.2 Refund Processing Timeline

Once a refund is approved:

• Refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• Bank processing times may add 3-5 business days
• You will receive confirmation when the refund is processed

9. Course Transfers and Deferrals

As an alternative to refunds, we offer:

9.1 Course Transfers

• Transfer to a different course of equal or lesser value (subject to availability)
• Price differences apply if transferring to a higher-priced course
• One free transfer permitted; subsequent transfers may incur administrative fees
• Transfer requests must be made at least 7 days before course commencement

9.2 Deferrals

• Postpone your enrollment to a future course date (within 12 months)
• Subject to availability in future courses
• One free deferral permitted
• Must be requested before course completion

10. Payment Plan Refunds

If you are on an installment payment plan:

• Refunds are calculated based on payments already made
• Outstanding payments are canceled upon course cancellation
• Refund amounts are subject to the standard refund schedule
• Any promotional discounts associated with payment plans are forfeited
• Administrative fees may be deducted from refunded amounts

11. Group Bookings and Corporate Training

Special terms apply to group bookings:

• Custom refund terms may be negotiated in corporate agreements
• Group discounts are forfeited if participant numbers fall below minimum requirements
• Individual participant withdrawals do not typically qualify for refunds
• Rescheduling of group sessions is subject to mutual agreement

12. Force Majeure and Course Cancellations

In the event we must cancel a course due to circumstances beyond our control (natural disasters, pandemics, etc.):

• You will be offered alternative course dates at no additional cost
• Full refund available if alternative arrangements are unsatisfactory
• We are not liable for any consequential losses or expenses
• Online alternatives will be provided when possible

13. Complaints and Disputes

If you disagree with a refund decision:

• Contact us to discuss your concerns further
• We will review all complaints fairly and impartially
• Final decisions will be communicated in writing
• You may escalate unresolved disputes through appropriate consumer protection channels

14. Modifications to Refund Policy

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

• Be posted on our website with an updated "Last Updated" date
• Not affect purchases made before the changes take effect
• Be communicated to enrolled students if materially different

15. Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015. You may have additional rights beyond those outlined in this policy.

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

• Citizens Advice: www.citizensadvice.org.uk
• Trading Standards: Contact your local Trading Standards office

16. Contact Information

17. Acknowledgment

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of your agreement with IQ Speak Studio and should be read in conjunction with our Terms and Conditions and Privacy Policy.