1. Introduction
At Heellcasce, we are committed to providing high-quality B2B sales and negotiation training services. We understand that circumstances may arise where you need to request a refund. This Refund Policy outlines the conditions under which we provide refunds for our services.
This Refund Policy is incorporated into and governed by our Terms and Conditions. By purchasing or using our services, you agree to this Refund Policy.
2. Refund Eligibility by Service Type
Our refund policy varies depending on the type of service purchased:
2.1 Online Courses and Digital Products
For self-paced online courses and digital training materials:
- 14-Day Satisfaction Guarantee: If you are not satisfied with your purchase, you may request a full refund within 14 days of the purchase date, provided you have not completed more than 25% of the course content.
- Technical Issues: If you experience significant technical issues that prevent you from accessing the course content and our support team cannot resolve them within a reasonable timeframe, you may be eligible for a full refund regardless of the 14-day period.
2.2 Live Virtual Training Sessions
For scheduled live virtual training sessions:
- Cancellation 14+ Days Prior: Full refund or rescheduling option
- Cancellation 7-13 Days Prior: 75% refund or rescheduling option
- Cancellation 3-6 Days Prior: 50% refund or rescheduling option
- Cancellation 0-2 Days Prior: No refund, but a one-time rescheduling option may be available at our discretion
- No-Show: No refund or rescheduling option
If we need to cancel or reschedule a live virtual training session, you will be offered either a full refund or the option to reschedule at no additional cost.
2.3 In-Person Workshops and Training
For in-person workshops and training events:
- Cancellation 30+ Days Prior: Full refund minus a 10% administrative fee
- Cancellation 15-29 Days Prior: 75% refund
- Cancellation 7-14 Days Prior: 50% refund
- Cancellation 0-6 Days Prior: No refund
- No-Show: No refund
If we need to cancel an in-person event, you will be offered either a full refund or the option to transfer to another event at no additional cost.
2.4 Subscriptions
For subscription-based services:
- Monthly Subscriptions: You may cancel your subscription at any time. Cancellations take effect at the end of the current billing period. No partial refunds are provided for unused portions of the current billing period.
- Annual Subscriptions: If you cancel within 14 days of the initial purchase or renewal date, you may receive a prorated refund for the unused portion of your subscription. After 14 days, no refunds will be issued for cancellations of annual subscriptions.
2.5 Custom Corporate Training Programs
For custom corporate training programs:
- Refund policies for custom corporate training programs are specified in the individual contract or statement of work.
- Generally, deposits and development fees for custom work are non-refundable once work has commenced.
- Cancellation terms for delivery of custom programs typically follow the in-person or virtual training guidelines above, but may vary based on the specific agreement.
3. Conditions for Refund Eligibility
To be eligible for a refund, you must meet the following conditions:
- Your refund request must be submitted within the applicable timeframe as outlined above
- You must provide a valid reason for your refund request
- You must have purchased the service directly from Heellcasce (purchases made through third-party platforms are subject to the refund policies of those platforms)
- Your account must be in good standing, with no violations of our Terms and Conditions
3.1 Non-Refundable Items
The following are generally not eligible for refunds:
- Services that have been fully delivered or completed
- Services where you have accessed or downloaded a significant portion of the content
- Custom-developed materials or programs once development has begun
- Transaction fees, if applicable
- Services purchased as part of a promotional bundle or at a heavily discounted rate, unless otherwise specified
4. How to Request a Refund
To request a refund, please follow these steps:
- Contact our Customer Support team at refunds@heellcasce.com or by calling +444807068482
- Provide your full name, email address associated with your account, and order or invoice number
- Specify which service you're requesting a refund for
- Explain the reason for your refund request
- Include any relevant documentation or information that supports your request
Refund requests must be submitted in writing, even if initially discussed over the phone.
5. Refund Processing
5.1 Review Timeline
We will review your refund request and respond within 5 business days. If additional information is needed, we may contact you to provide further details.
5.2 Approved Refunds
If your refund request is approved:
- Refunds will be processed using the original payment method whenever possible
- Credit card refunds typically take 5-10 business days to appear on your statement, depending on your credit card company
- Bank transfer refunds may take 7-14 business days to process
- In some cases, we may offer store credit or alternative services instead of a monetary refund
5.3 Denied Refunds
If your refund request is denied, we will provide an explanation for the decision. You may appeal the decision by responding to the denial notification with additional information or clarification within 5 business days.
6. Special Circumstances
6.1 Medical or Family Emergencies
In case of documented medical or family emergencies that prevent participation in scheduled training, we may offer more flexible refund terms or rescheduling options at our discretion. Documentation may be required.
6.2 Service Quality Issues
If you believe a service did not meet the promised quality or specifications, please provide specific details about the issue in your refund request. We may offer partial refunds, credits, or additional services to address quality concerns, even outside the standard refund windows.
6.3 Technical Failures
If technical failures on our part significantly impact your ability to access or use our services, we may extend refund eligibility beyond the standard timeframes. Please report technical issues promptly to our support team.
7. Exceptions and Dispute Resolution
We reserve the right to make exceptions to this policy on a case-by-case basis, at our sole discretion. If you believe an exception is warranted in your case, please explain the circumstances in your refund request.
If you are dissatisfied with our decision regarding your refund request, you may:
- Request a review by a manager by emailing management@heellcasce.com
- Provide additional information or documentation that supports your case
- Propose an alternative resolution that you believe would be fair
We are committed to resolving disputes fairly and in good faith.
8. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on this page with a revised "Last updated" date.
The refund policy that was in effect at the time of your purchase will generally be the one applied to your refund request. However, if the updated policy would be more favorable to you, we may apply the current policy at our discretion.
9. Contact Information
If you have any questions about this Refund Policy or need assistance with a refund request, please contact us at:
Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (GMT).
