Refund Policy

​1. Overview

This Refund Policy outlines our refund and cancellation procedures in accordance with Swiss consumer protection law. Your statutory rights as a consumer are not affected by this policy. For residents of the European Union, your EU consumer rights also apply where they provide greater protection.

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2. Right of Withdrawal (14-Day Cooling Off Period)

2.1 Standard Withdrawal Right

Under Swiss law, you have the right to withdraw from most purchases within 14 days without giving any reason, subject to the exceptions listed below.

2.2 Withdrawal Period Calculation

• Online purchases: 14 days from the date of purchase confirmation

• Service contracts: 14 days from the date the contract was concluded

• Digital content: 14 days from purchase, provided you have not begun downloading or accessing the content.

2.3 How to Exercise Withdrawal Right

To exercise your withdrawal right, you must inform us of your decision by sending a clear written statement to:

• Email: tommy@physiomentor.ch

You may use our withdrawal form (available on our website), but this is not mandatory.

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3. Service-Specific Refund Terms

3.1 One-on-One Coaching and Mentoring Sessions

Individual Sessions:

• Full refund: Available if cancelled at least 48 hours before the scheduled session

• 50% refund: Available if cancelled between 24-48 hours before the session

• No refund: For cancellations less than 24 hours before the session or no-shows

• Rescheduling: Free rescheduling is allowed once per session if requested at least 24 hours in advance.

Coaching Packages (Multiple Sessions):

• Unused sessions: Full refund for any sessions not yet scheduled or delivered

• Scheduled sessions: Subject to individual session cancellation policy above

• Package discount: If refunding unused sessions, the remaining sessions will be calculated at individual rates, and any package discount will be recalculated.

3.2 Group Coaching and Training Programs

Before Program Commencement:

• Full refund: Available up to 7 days before the program start date

• 75% refund: Available 3-7 days before the program start date

• 50% refund: Available 1-3 days before the program start date

• No refund: For cancellations on the day of or after program commencement.

After Program Commencement:

• No refunds for group programs once started, except in cases of program cancellation by us

• Transfer option: You may transfer your spot to another person or future program date (subject to availability and additional fees if applicable).

3.3 Online Training Courses and Workshops

Live Online Sessions:

• Full refund: Available up to 24 hours before the session start time

• No refund: For cancellations less than 24 hours before or no-shows

• Recording access: If you miss a live session, you may receive access to the recording (where available) instead of a refund

Self-Paced Online Courses:

• Full refund: Available within 14 days of purchase if less than 25% of the course content has been accessed

• No refund: Once 25% or more of the course content has been accessed or downloaded

• Technical issues: Full refund available if technical problems prevent course access and cannot be resolved within 5 business days.

3.4 Consultancy Services

Initial Consultations:

• Full refund: Available if cancelled at least 24 hours before the scheduled consultation

• No refund: For cancellations less than 24 hours before or no-shows.

Ongoing Consultancy Projects:

• Work completed: No refund for work already completed and delivered

• Work in progress: Partial refund based on percentage of work completed

• Future work: Full refund for work not yet commenced.

Written Reports and Assessments:

• Before delivery: Full refund available

• After delivery: No refunds once the final report or assessment has been delivered.

3.5 Digital Content and Downloads

Immediately Downloadable Content:

• Before download: Full refund available within 14 days

• After the download begins, no refunds once the download has commenced or access has been granted

• Defective content: Full refund if the content is materially defective and cannot be corrected.

Subscription-Based Digital Content:

• Monthly subscriptions: Cancel anytime; no refund for current billing period, no charges for subsequent periods

• Annual subscriptions: Prorated refund available for unused months if cancelled within the first 30 days

• Free trial periods: No charges during trial; cancel before trial ends to avoid charges.

Templates, Guides, and E-books:

• Before access: Full refund within 14 days of purchase

• After access: No refunds once content has been accessed, downloaded, or viewed

• Technical issues: Full refund if technical problems prevent access.

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4. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

4.1 Administrative Fees

• Payment processing fees

• Setup fees

• Account activation fees

• Administrative handling charges

• Third-party payment gateway fees.

4.2 Services Already Consumed

• Completed coaching or mentoring sessions

• Delivered consultancy work or reports

• Downloaded digital content

• Accessed online course materials (beyond the 25% threshold).

4.3 Customised Services

• Personalised training programs developed specifically for you

• Custom consultancy reports

• Bespoke coaching plans

• Tailored digital content.

4.4 Third-Party Services

• External certification fees

• Third-party software licenses included in packages

• Venue costs for in-person sessions

• Materials are shipped to you.

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5. Refund Process and Timeline

5.1 Processing Time

• Standard refunds: Processed within 5-7 business days of approval

• Payment method: Refunds will be issued to the original payment method

• Bank transfers: May take 3-5 additional business days to appear in your account

• Credit cards: May take 1-2 billing cycles to appear on your statement.

5.2 Refund Procedure

1. Submit a refund request via email 

2. Provide the order number and the reason for the refund

3. We will review and respond within 2 business days

4. If approved, the refund will be processed according to the timeline above

5. You will receive email confirmation once the refund is issued

5.3 Documentation Required

• Original order/invoice number

• Proof of purchase

• Clear reason for the refund request

• For technical issues: Screenshots or error descriptions.

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6. Exceptions and Special Circumstances

6.1 Technical Failures

If our services are unavailable due to technical issues on our end:

• Short outages (under 2 hours): Session extension or makeup session

• Extended outages (over 2 hours): Full refund or rescheduling option

• Ongoing technical problems: Full refund if issues cannot be resolved within 48 hours.

6.2 Medical or Emergency Circumstances

In case of documented medical emergencies or serious personal circumstances:

• Individual sessions: May be rescheduled without penalty

• Programs/courses: Case-by-case review for partial refunds or transfers

• Documentation required: Medical certificate or other appropriate proof.

6.3 Service Quality Issues

If you are unsatisfied with service quality:

• First step: Contact us within 7 days to discuss concerns

• Resolution attempts: We will work to address issues before considering refunds

• Partial refunds may be offered for documented quality issues

• Full refunds: Available in cases of significant service failure.

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7. Dispute Resolution

7.1 Internal Resolution

Before seeking external remedies, please contact our customer service team to resolve any refund disputes.

7.2 Swiss Consumer Protection

This policy complies with Swiss consumer protection laws. If you believe your statutory rights have been violated, you may contact:

• Swiss Consumer Protection

• Cantonal consumer protection offices

• Ombudsman services, where applicable

7.3 EU Consumer Rights

For EU residents, your European consumer rights apply where they provide greater protection than Swiss law.

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8. Policy Updates

8.1 Changes to Policy

We may update this Refund Policy from time to time. Changes will be posted on our website with the updated effective date.

8.2 Existing Orders

Policy changes do not affect orders placed before the effective date of the changes.

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9. Contact Information

For refund requests or questions about this policy:

Business owner: Tomasz Bieś trading as physiomentor.ch

Email: tommy@physiomentor.ch
Address: Mühledorfstrasse 2A, 3018 Bern, Switzerland

Website: www.physiomentor.ch

Business Hours: Email responses within 24 hours, Monday-Friday.

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You may use the template below:

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Refund Request Form

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Order Details:

• Order Number: _______________

• Purchase Date: _______________

• Service/Product: _______________

• Amount Paid: _______________

Refund Request:

• Reason: _______________

• Preferred Resolution: _______________

• Additional Comments: _______________

Contact Information:

• Name: _______________

• Email: _______________

• Phone: _______________

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