Refund & Returns
A legal disclaimer
This Refund, Cancellation and Return Policy applies to coaching sessions, coaching packages and physical merchandise purchased from Joe Unplugged Coaching, referred to in this policy as “Joe Unplugged,” “we,” “us” or “our.”
By completing a purchase, you acknowledge that you have read, understood and agreed to this policy.
Coaching Sessions Cancellations and Rescheduling
Individual Coaching Sessions Individual coaching sessions may be canceled or rescheduled by providing at least 24 hours’ notice before the scheduled starting time. When the required notice is provided, the client may choose: A rescheduled appointment at no additional charge; or A refund of the amount paid for that individual session. Requests must be submitted through the booking system, the link contained in the appointment confirmation or the Contact page on the Joe Unplugged website. Messages sent through social media are not guaranteed to be reviewed in time and may not qualify as proper cancellation notice. Late cancellations Cancellations or rescheduling requests received less than 24 hours before the scheduled starting time are considered late cancellations. Late cancellations are not eligible for a refund, credit or complimentary rescheduling. The appointment will be considered used and the session fee will be forfeited. Joe Unplugged may make an exception for a documented emergency at its sole discretion. An exception on one occasion does not waive this policy for future appointments. No-shows and missed appointments A client will be considered a no-show when the client: Fails to attend the scheduled appointment; Fails to provide at least 24 hours’ cancellation notice; Is unavailable at the agreed appointment time; Does not answer the scheduled telephone call; Fails to join the scheduled video or telephone session within 10 minutes of its starting time; or Misses the appointment because of a time-zone mistake, calendar error or incorrect contact information supplied by the client. No-show and missed appointments are considered completed sessions. No refund, credit or complimentary replacement session will be provided. When the appointment was purchased through a coaching package, one session will be deducted from the package. Late arrivals Coaching sessions begin and end at their scheduled times. A client who arrives late may receive only the time remaining in the scheduled appointment. The session will not be extended, prorated or partially refunded. A client who has not arrived or joined within 10 minutes may be treated as a no-show. Completed sessions Once a coaching session has started or been completed, the session is non-refundable. A client’s disagreement with the coaching, dissatisfaction with recommendations, decision not to follow recommendations or failure to achieve a desired result does not create a right to a refund. Coaching requires active participation from the client. Joe Unplugged does not guarantee any particular personal, emotional, relationship, financial, legal or professional result. Coaching Packages Package refund period A coaching package may be canceled for a refund within seven calendar days after purchase, provided that: No package session has started or been completed; No session has been missed or forfeited; No substantial package service has been provided; and The refund request is submitted in writing within the seven-day period. Once any package session has started, been completed, late-canceled or forfeited as a no-show, the entire package becomes non-refundable. After the seven-day refund period, coaching packages are non-refundable regardless of whether the client uses all available sessions. Six-month expiration All coaching packages expire six months after the original purchase date, unless a different expiration date is expressly stated in writing at the time of purchase. All package sessions must be scheduled and completed before the expiration date. Clients are responsible for scheduling appointments sufficiently in advance. Limited appointment availability, failure to schedule, changes in the client’s schedule or inability to obtain a preferred date or time will not automatically extend the package expiration date. Unused sessions remaining after the six-month expiration date are forfeited and are not eligible for: A refund; Account credit; Cash value; Merchandise credit; Transfer to another package; or Automatic extension. Joe Unplugged may approve an extension in exceptional circumstances at its sole discretion. An extension is not guaranteed. Missed package sessions Each of the following counts as one used package session: A completed session; A session canceled with less than 24 hours’ notice; A missed appointment; A no-show appointment; or A session the client joins more than 10 minutes late when the appointment cannot reasonably continue. Transfers and sharing Coaching packages are personal to the purchaser. Packages and individual sessions may not be transferred, divided, resold, assigned or shared with another person without prior written approval from Joe Unplugged. Promotional and discounted packages. Coaching packages purchased through a promotion, coupon or discount remain subject to the same cancellation, no-show and six-month expiration terms. Refunds will not exceed the amount actually paid after any discount. Cancellations by Joe Unplugged When Joe Unplugged must cancel an appointment, the client will be offered: A replacement appointment at no additional charge; or A refund for the canceled individual session. For coaching-package clients, a session canceled by Joe Unplugged will not be deducted from the package. When Joe Unplugged is unable to provide the remaining sessions in a package, the client will receive a prorated refund for the affected unused sessions. Technology and Connection Problems Clients are responsible for maintaining: A working telephone or device; A reliable internet or cellular connection; Access to the meeting platform; Accurate contact information; and A quiet and reasonably suitable location for the session. A session missed or interrupted because of the client’s equipment, internet connection, telephone service, meeting access, incorrect contact information or other client-side technical problem is generally not refundable. When a substantial technical failure is caused by Joe Unplugged, the affected session or unused portion will be rescheduled or refunded as appropriate. Termination of Coaching Services Joe Unplugged may refuse or discontinue coaching services because of: Harassment; Threatening or abusive behavior; Inappropriate communications; Repeated policy violations; Nonpayment; Fraud; Conduct that makes continued coaching unsafe or impractical; or A determination that coaching is not appropriate for the client’s circumstances. Sessions already provided, missed, late-canceled or forfeited remain non-refundable. When services are discontinued because of client misconduct or a material violation of this policy, unused package sessions may also be forfeited to the extent permitted by law. When Joe Unplugged ends the coaching relationship for reasons unrelated to client misconduct and cannot provide the remaining services, the client will receive a prorated refund for eligible unused sessions.
Physical Merchandise Refund - Exchange
This section applies to Joe Unplugged shirts, hoodies, sweatshirts, coffee mugs and other physical merchandise. Made-to-order products Most Joe Unplugged merchandise is made or printed specifically after an order is placed. Because these products are made to order, we do not accept returns, refunds or exchanges for: Ordering the wrong size; Selecting the wrong color; Selecting the wrong product or style; Purchasing the wrong quantity; Changing your mind; Deciding that you do not like the fit; Buyer’s remorse; Minor differences in print placement; Minor color differences caused by screens, monitors or manufacturing processes; or Normal characteristics of the printing or decoration method. Customers are responsible for reviewing the product description, size chart, measurements, color, quantity and shipping information before completing an order. Damaged, defective or incorrect merchandise. Contact Joe Unplugged within 30 calendar days after delivery when a product: Arrives damaged; Contains a manufacturing defect; Has a significant printing error; Is materially different from the item ordered; Is the wrong product; Is the wrong size or color because of a fulfillment error; or Is missing an ordered item. The claim must include: The purchaser’s full name; Order number; Description of the problem; A clear photograph showing the entire product; Close-up photographs showing the defect, damage or error; and Photographs of the packaging and shipping label when relevant. After reviewing the claim, Joe Unplugged may provide: A replacement; A refund; A partial refund; or Another reasonable resolution. The appropriate resolution will depend on the nature of the problem. Customers should not return merchandise unless written return instructions have first been provided. Unauthorized returns may not be accepted or reimbursed. Exchanges Joe Unplugged does not offer ordinary merchandise exchanges. When an approved manufacturing or fulfillment error occurs, we may issue a replacement rather than requiring the customer to return the original product. A customer who ordered the wrong size, color, style or product must place a new order. Order changes and cancellations Requests to cancel or change a merchandise order must be submitted immediately after purchase. We will attempt to honor the request only when the order has not entered production. Once an order has entered production, it may no longer be possible to: Cancel the order; Change the product; Change the size or color; Change the design; or Change the shipping address. Submitting a cancellation or change request does not guarantee that the request can be completed. Incorrect shipping addresses Customers are responsible for providing a complete and accurate shipping address. Orders that are delayed, lost, returned or undeliverable because the customer supplied an incorrect or incomplete address are not eligible for a complimentary refund or replacement. When possible, we may arrange for the product to be reprinted or reshipped at the customer’s expense. Lost packages Customers should contact Joe Unplugged promptly when an order has not arrived within the expected delivery period. We may ask the customer to confirm the shipping address, contact the carrier or provide additional information before approving a claim. When the carrier or fulfillment provider confirms that an order was lost in transit, Joe Unplugged may provide a replacement or refund. Packages marked delivered A package shown by the carrier as delivered does not automatically qualify for a refund or replacement. Before submitting a claim, customers should: Check with household members; Check with neighbors; Check with building management; Inspect the delivery area; and Contact the shipping carrier. Joe Unplugged will review the available tracking information and circumstances but cannot guarantee replacement of an order confirmed as properly delivered to the address provided. Shipping delays Shipping and delivery dates are estimates unless expressly guaranteed in writing. When an order cannot be shipped within the promised timeframe, Joe Unplugged may contact the customer to request approval of a revised shipping date. When the customer does not agree to the delay, or when applicable law requires it, the unshipped portion of the order will be canceled and refunded. Refund Processing Approved refunds will be returned to the original payment method whenever reasonably possible. The time required for a refund to appear depends on the customer’s bank, card issuer and payment processor. Original shipping charges are generally non-refundable unless: The order was never shipped; The wrong merchandise was sent; The product arrived damaged or defective; The entire order was canceled before production; or Applicable law requires reimbursement. Promotional Codes Promotional codes and discounts have no cash value. When a purchase qualifies for a refund, the refund will be based on the amount actually paid after discounts. A promotional code used on a refunded or canceled order will not necessarily be restored, reissued or replaced. Fraudulent or Abusive Claims Joe Unplugged may deny claims that reasonably appear to involve: Fraud; Altered or misleading photographs; Intentional product damage; False delivery claims; Repeated abuse of the refund process; or Material misrepresentation. Nothing in this policy limits any right that cannot legally be waived. Policy Changes Joe Unplugged may update this policy periodically. The policy in effect on the date of purchase will ordinarily govern that purchase unless applicable law requires otherwise. Contacting Joe Unplugged Cancellation, refund and merchandise claims must be submitted through the Contact page on the Joe Unplugged website. Include: Your full name; The email address used for the purchase; Your appointment date or order number; The product or service purchased; A clear explanation of the request; and Photographs when reporting a merchandise problem.