I want you to feel confident and supported when investing in your personal growth journey. This Refund and Returns Policy explains clearly what happens when a purchase doesn’t feel right, when circumstances change, and how I aim to handle every situation with fairness and care.

Because I offer coaching services rather than physical products, all sales relate to time, expertise, and digital content. Please read this Policy carefully before making a purchase, as it forms part of my Terms and Conditions.

 

1. My Commitment to You

I pour genuine care and professional expertise into every coaching session, programme, and resource I create. My goal is always for you to feel fully supported and to receive real value from our work together. If something isn’t working for you, I strongly encourage you to reach out before requesting a refund — in many situations, we can find a solution together.

You can contact me directly at [your@email.com] and I will respond promptly.

 

2. Individual Coaching Sessions

2.1 Single Sessions

For individually booked, single coaching sessions, the following terms apply:

• Cancellations made more than 24 hours before the scheduled session time are eligible for a full refund or, at your preference, a credit toward a future session
• Cancellations made within 24 hours of the session are non-refundable. You may request a one-time reschedule to another available slot within 30 days
• No-shows (failing to attend without prior notice) are non-refundable and are counted as a used session

2.2 If I Cancel

If I need to cancel a scheduled session, I will notify you as early as possible and offer you the choice of a full refund or a rescheduled session at a time that works for you. If the cancellation is due to an emergency on my end, I will honour a complimentary replacement session in addition to rescheduling.

 

3. Coaching Packages & Multi-Session Programmes

3.1 Standard Refund Window

For coaching packages (bundles of multiple sessions) and structured multi-session programmes, the following terms apply:

• Full refund: Requested before any sessions have taken place and within 7 days of purchase — a full refund will be issued with no questions asked
• Partial refund after sessions have begun: If you have used one or more sessions and wish to discontinue, a partial refund will be calculated based on the unused sessions remaining. The per-session rate used for this calculation will be based on my current single-session price, not the discounted package rate
• No refund after 50% of sessions used: Once you have completed more than half of the sessions included in a package or programme, no refund is available. I am happy to discuss alternative arrangements, such as transferring remaining sessions to a trusted individual

3.2 Why I Use a Per-Session Rate for Partial Refunds

Packages and programmes are offered at a discounted rate compared to individual sessions. If you choose to discontinue part-way through, the sessions already completed will be recalculated at my standard single-session rate, and the difference will be refunded for any remaining unused sessions. This approach ensures fairness to both parties.

3.3 Transferring a Package

If you are unable to continue a programme due to personal circumstances but would like the remaining sessions to be used by someone you trust (a friend or family member), I am open to discussing this on a case-by-case basis. Transfers are at my discretion and subject to the new client completing an intake process.

 

4. Group Coaching Programmes & Workshops

4.1 Live Group Programmes

For live group coaching programmes, cohort-based courses, or workshops with set start dates:

• Full refund: Available if requested more than 7 days before the programme start date
• 50% refund: Available if requested between 3 and 7 days before the programme start date
• No refund: Once the programme has started, or if cancellation is requested less than 3 days before the start date

4.2 Missed Sessions Within a Group Programme

If you miss one or more sessions within a live group programme, no partial refund is issued for the sessions you did not attend. Where possible, I will provide recordings or session notes to help you stay on track, but this is not guaranteed for every programme.

4.3 If I Cancel a Programme

In the event that I need to cancel a group programme before it begins, all registered participants will receive a full refund within 5–10 business days. If a programme must be cancelled mid-way through due to unforeseen circumstances, I will refund a pro-rated amount for the sessions not yet delivered.

 

5. Online Courses & Self-Paced Digital Programmes

For pre-recorded online courses, self-paced digital programmes, or subscription-based content:

• Full refund: Available if requested within 7 days of purchase and less than 20% of the course content has been accessed
• No refund: If more than 20% of the content has been accessed, or if 7 days have passed since the date of purchase

The 20% threshold exists because digital course content is fully delivered upon access. If you purchase a course in good faith but realise it isn’t the right fit before engaging with it meaningfully, I want you to have a straightforward way to get your money back.

 

6. Digital Downloads & Resources

Standalone digital products — including worksheets, workbooks, PDF guides, templates, and other downloadable resources — are non-refundable once they have been accessed or downloaded.

If you encounter a technical issue that prevents you from accessing a digital product you purchased, please contact me at [your@email.com] and I will resolve the issue promptly or provide a replacement. Technical issues are not grounds for a refund where the file itself is functional.

 

7. Exceptional Circumstances

I understand that life can bring unexpected challenges. If you are experiencing a genuine personal emergency, serious illness, bereavement, or another significant unforeseen hardship that prevents you from continuing with a coaching programme, please reach out to me directly. I will always do my best to find a compassionate and fair solution — which may include a full or partial refund, a programme pause, or a transfer of sessions.

Exceptional requests should be submitted as soon as reasonably possible after the circumstances arise, and I may ask for brief supporting information to help me understand the situation.

 

8. How to Request a Refund

To submit a refund request, please contact me using the following steps:

• Email me at [your@email.com] with the subject line: “Refund Request – [Your Name] – [Service Purchased]”
• Include your name, the email address used at the time of purchase, the date of purchase, the service or product you are requesting a refund for, and a brief explanation of your reason
• I will acknowledge your request within 2 business days and provide a decision within 5 business days

I may ask for additional information to process your request. Incomplete requests may take longer to review.

 

9. Refund Processing

9.1 Method & Timing

Approved refunds will be returned to the original payment method used at the time of purchase. Please allow the following timeframes from the date of approval:

• Credit or debit card refunds: 5 to 10 business days, depending on your card issuer or bank
• PayPal or other digital payment methods: Typically 3 to 5 business days

I am not responsible for delays caused by your bank or payment provider. If you have not received your refund within 10 business days of approval, please contact both your financial institution and me.

9.2 Session Credits

In some cases — particularly where the standard refund window has passed but special circumstances exist — I may offer a session credit in lieu of a monetary refund. Credits are valid for 12 months from the date of issue, are applied to your account, and are non-transferable.

9.3 Currency

All refunds are issued in US Dollars. I am not responsible for any currency conversion differences if you paid in a different currency.

 

10. Chargebacks

If you are dissatisfied with a purchase, I kindly ask that you contact me directly before initiating a chargeback or payment dispute with your bank or card issuer. I am committed to resolving concerns fairly and promptly, and I would always prefer to work with you directly.

Please be aware that initiating a chargeback without first giving me the opportunity to resolve the issue may result in the suspension of our coaching relationship and termination of your access to any active programmes or digital products.

 

11. Changes to This Policy

I may update this Refund and Returns Policy from time to time. Any changes will be posted on my website with a revised “Last Updated” date and will apply to purchases made after that date. I encourage you to review this Policy before making any purchase.

 

12. Contact Me

If you have any questions about this policy, or if you’d like to discuss your specific situation, please don’t hesitate to reach out. I truly want this to be a positive experience for you, and I’m always happy to talk things through.

Ana Juarez

Phone: 602-318-3838

Email: analiliajuarez.phx@gmail.com