Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At Xenthorivax, we are committed to providing high-quality communication consulting and training services. This Refund Policy explains the conditions under which refunds are available for our various services.

This policy applies to all services offered by Xenthorivax, including individual consulting sessions, public speaking courses, interview preparation packages, and presentation workshops.

1. General Refund Principles

Our refund policy is based on the following principles:

• Fairness to both clients and our business
• Compliance with Portuguese consumer protection laws
• Transparency in communication
• Consideration of instructor preparation time and opportunity costs

2. Individual Consulting Sessions

2.1 Cancellation Timeline

Notice Period	Refund Amount	Conditions
More than 48 hours before session	100% refund	Full refund or free rescheduling
24-48 hours before session	50% refund	Or one-time free rescheduling
Less than 24 hours before session	No refund	Full fee applies
No-show without notice	No refund	Full fee applies, no rescheduling

2.2 Emergency Cancellations

In case of genuine emergencies (medical emergency, family emergency, natural disaster), we will work with you on a case-by-case basis to provide:

• Rescheduling at no additional cost
• Partial or full refund based on circumstances
• Credit toward future services

Documentation may be required for emergency cancellations made within 24 hours of scheduled session.

3. Public Speaking Intensive Course (8-Week Program)

3.1 Before Course Starts

3.2 After Course Starts

Once the course has begun:

• After 1st session: Refund for remaining sessions minus completed sessions and 20% administrative fee
• After 2nd session: Refund for remaining sessions minus completed sessions and 30% administrative fee
• After 3rd session or more: No refund available

3.3 Course Dissatisfaction

If you are not satisfied with the course quality after the first session:

• Contact us within 48 hours after the first session
• Provide specific feedback on concerns
• We will offer to address concerns or provide full refund minus first session

4. Interview Preparation Package (4 Sessions)

4.1 Full Package Refund

For the complete 4-session package:

• Before any sessions: 100% refund with 7+ days notice; 75% refund with 3-7 days notice
• After 1st session: Refund for remaining 3 sessions available
• After 2nd session: Refund for remaining 2 sessions minus 15% administrative fee
• After 3rd session: No refund for final session

4.2 Individual Session Cancellation

Each session within the package follows individual consulting cancellation rules (see Section 2.1).

5. Presentation Workshop (2-Day Program)

5.1 Workshop Cancellation by Client

5.2 Partial Attendance

• No refund for partial attendance (attending only one day)
• Workshop materials and recordings will still be provided
• Opportunity to make up missed day in future workshop subject to availability

6. Corporate Programs

Corporate program refunds are governed by individual contracts. Generally:

• Deposit is non-refundable after agreement signing
• Cancellation more than 30 days before start: 50% refund of remaining balance
• Cancellation less than 30 days: No refund of remaining balance
• Customized terms may apply based on program scope

7. Circumstances Allowing Full Refund

7.1 Service Not Provided

You are entitled to full refund if:

• We cancel or fail to provide booked service
• Instructor fails to appear for scheduled session
• Technical issues prevent online session delivery (and cannot be rescheduled promptly)
• Service significantly differs from description

7.2 Instructor Cancellation

If we must cancel due to instructor unavailability:

• Full refund provided immediately
• Or rescheduling at your convenience with 10% discount
• Or credit for any of our services plus 15% bonus credit

8. Non-Refundable Items

The following are non-refundable:

• Materials already provided (course handouts, books, recordings)
• Sessions already completed
• Administrative and processing fees (as specified in each service category)
• Services where significant custom preparation was required
• Third-party fees (venue rental, catering for workshops)

9. Refund Request Process

9.1 How to Request Refund

To request a refund:

1. Contact us via email at [email protected]
2. Include in your email:
   • Full name and contact information
   • Service purchased and date(s)
   • Reason for refund request
   • Original payment receipt or booking confirmation
3. We will respond within 2 business days

9.2 Processing Time

Once a refund is approved:

• Refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• Bank processing may take additional 5-10 business days
• You will receive confirmation email when refund is processed

10. Alternative to Refunds

10.1 Service Credit

Instead of monetary refund, you may choose:

• Credit toward any future Xenthorivax service
• Credit value equals refund amount plus 10% bonus
• Credit valid for 12 months from issue date
• Credit is non-transferable

10.2 Service Transfer

For courses and workshops:

• Transfer to another person (one-time, with notice)
• Transfer to future date/session (subject to availability)
• Administrative fee may apply

11. Disputed Charges

If you dispute a charge:

• Contact us first before initiating chargeback with bank
• We will investigate and respond within 3 business days
• Most disputes can be resolved through direct communication
• Chargebacks initiated without contacting us may result in service suspension

12. Satisfaction Guarantee

13. Force Majeure

In case of events beyond our control (natural disasters, pandemic, government restrictions):

• We will offer rescheduling at no additional cost
• Or full refund if rescheduling is not possible
• Or conversion to online delivery format (if applicable)

14. Group Bookings

For groups of 3 or more participants:

• Special refund terms may apply as per group agreement
• Individual cancellations from group booking may not receive refund
• Group coordinator should contact us for specific terms

15. Consumer Rights (EU/Portugal)

Under Portuguese and EU consumer law:

• You have the right to cancel distance/online contracts within 14 days without reason (cooling-off period)
• This right is forfeited if service begins before 14-day period ends with your consent
• Services must be as described and fit for purpose
• You may be entitled to remedies if services are deficient

These statutory rights are in addition to this Refund Policy and are not affected by it.

16. Exceptions and Special Circumstances

We reserve the right to make exceptions to this policy in special circumstances, including but not limited to:

• Medical emergencies with documentation
• Death in immediate family
• Military deployment
• Natural disasters affecting travel
• Pandemic-related restrictions

Each case will be evaluated individually with compassion and fairness.

17. Refund Policy Updates

We may update this Refund Policy from time to time. Changes will:

• Be posted on our website with new effective date
• Not affect services already booked before the change
• Be communicated to registered clients via email for significant changes

18. Questions and Complaints

If you have questions about a refund or wish to file a complaint:

1. Contact us directly to resolve the issue
2. If not satisfied with our response, you may:
   • File a complaint with Portuguese Consumer Protection Authority
   • Use EU Online Dispute Resolution platform (for EU residents)
   • Seek mediation through appropriate channels

20. Acknowledgment

By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of your service agreement with Xenthorivax.

This Refund Policy complies with Portuguese consumer protection laws and EU regulations. Your statutory rights as a consumer are not affected by this policy.