This Refund Policy explains when you get your money back for purchases from NewCOACH.ES. It forms part of our Terms and Conditions. How to cancel is described in our Cancellation Policy; this policy covers what happens to the money. The seller is:
Company: [● NewCOACH.es legal entity name and legal form], a subsidiary of SMRT.BIO Global B.V.
Registered address: [● street, postcode, city, country]
Chamber of Commerce / company register no.: [● number] VAT no.: [● number]
Email: [● support@newcoach.es] Website: www.newcoach.es
Nothing in this policy limits rights you have under mandatory consumer law. Where the law gives you more, the law applies.
The annual certification fee is €295 (Career Coach), €395 (Start-up Coach) or €495 (Financing Coach), reduced by the discount for your country tier (see section 6). The fee covers the training, the certification test, the coach manual, four hours of virtual support, a NewCOACH coach account on SMRT.BIO and a listing in the NewCOACH.ES coach directory for twelve months.
3.1 Statutory cooling-off period. If you buy as a consumer (for private purposes rather than for your business), you may withdraw within 14 days of payment without giving a reason. If you asked us to start delivering within those 14 days (for example by giving you access to the coach account or the manual), we may deduct a proportionate amount for what has already been delivered. Once the full service has been delivered with your express consent, the right of withdrawal ends.
3.2 Cancellation before training. Outside the cooling-off period, the refund depends on how far ahead you cancel: more than 30 days before the first training day, 100%; 14 to 30 days before, 50%; fewer than 14 days before, no refund.
3.3 Free transfer instead of a refund. Instead of a refund, you may move to a later cohort once, at no cost, if you tell us at least [● 2] working days before the first training day. A second transfer costs [● €50].
3.4 No-shows and partial attendance. If you do not attend, or leave before the training ends, no refund is due. We will offer you a place in a later cohort at [● 50%] of the fee if seats are available.
3.5 Test result. The fee pays for training and assessment, not for passing. If you do not pass the test, you may resit it once free of charge within [● 3 months]. No refund is given because of a test result.
3.6 If we cancel or move your training. If we cancel a cohort or change its date by more than [● 7] days, you may choose a full refund or a place in another cohort. We do not reimburse travel or accommodation you booked yourself unless we cancelled with less than [● 7] days' notice, in which case we reimburse documented, non-refundable costs up to the amount of your fee.
3.7 Revoked certification. If we revoke your certification because you breached the Terms and Conditions or the NewCOACH Code of Conduct, no refund is due.
Employer licences cost €10 per organisation per month and employee licences €10 per employee per month, reduced by the country-tier discount. Licences are billed monthly in advance.
4.1 Licences are a service that starts as soon as the licence is activated. Business customers have no right of withdrawal. Consumers who buy a licence and ask for immediate activation agree that the right of withdrawal ends once the service has been fully provided; a proportionate amount is charged for any use before withdrawal.
4.2 You can cancel at any time. Your licence stays active until the end of the billing month you already paid for, and no refund is given for the remaining days.
4.3 If you reduce the number of employee licences, the reduction applies from the next billing month.
4.4 Licence fees are not refunded because the user did not use the licence, did not complete the tests, or did not achieve a particular result (for example a job, a study place or financing).
5.1 Double or incorrect charges are always refunded in full once we have checked them.
5.2 Service failure. If the SMRT.BIO platform is unavailable through our fault for more than [● 5] consecutive working days in a billing month, you receive a credit or refund for that month on request.
Prices depend on the country where you or your organisation are based: tier A pays the list price, tier B 10% less, tier C 20% less and tier D 30% less. The country list is published at [● link]. Refunds are always calculated on the amount you actually paid. If you gave an incorrect country to obtain a lower price, we may charge the difference or end the contract without refund.
Email [● support@newcoach.es] with your name, invoice number and the reason for the request, or use the form at [● link].
We confirm receipt within 2 working days and decide within 10 working days.
Approved refunds are paid to the original payment method within 14 days of our decision, in the currency you paid in. We do not refund bank or currency conversion costs charged by your own bank.
Please contact us before starting a chargeback with your bank or card provider. Where a chargeback is made for an amount that was not refundable under this policy, we may suspend the related account until the matter is resolved.
We may update this policy. The version that applied on the date of your payment governs that payment.