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Effective Date .09.2024

Nalu Massage Training Refund Policy
Effective Date: 26.09.2024

At Nalu Massage Training, we strive to ensure customer satisfaction. If you are not completely satisfied with your purchase, we are here to help resolve any concerns in a fair and timely manner. This policy outlines the process for requesting a refund or raising any grievances related to our services.

1. Purpose
This policy provides a structured process for handling refund requests and grievances, ensuring that all concerns are addressed promptly, professionally, and confidentially.

2. Scope
This policy applies to all customers of Nalu Massage Training.

3. Refund Process
Step 1: Initial Inquiry
• Customers are encouraged to first reach out directly to Nalu Massage Training if they are not satisfied with their purchase. Many issues can be resolved quickly through direct communication.
• For product-related issues, please contact us within [Insert Time Frame, e.g., 14 days] from receipt of goods.

Step 2: Refund Request
• If the matter cannot be resolved through discussion, customers may submit a formal refund request in writing.
• Requests should include:

• A clear description of the issue.
• Relevant details (e.g., purchase date, product details).
• Desired resolution (e.g., refund, replacement).
  • Refund requests should be made within [Insert Time Frame, e.g., 30 days] from the date of purchase.

Step 3: Acknowledgment
• Upon receiving a refund request, Nalu Massage Training will acknowledge receipt within 5 business days and begin reviewing the request.

4. Investigation and Evaluation
• We will thoroughly review the refund request, which may involve further communication or review of the purchase details.
• Refund requests will be processed within [Insert Time Frame, e.g., 14 days] where possible, and the customer will receive a written response outlining the outcome.

5. Resolution
• If a refund is approved, Nalu Massage Training will process the refund as soon as possible. The refund will be issued via the original payment method unless otherwise agreed upon.
• If a refund is not approved, we will provide a clear explanation of the decision and any available alternative solutions.

6. Escalation
• If the customer is not satisfied with the resolution, they may request a review of the decision. This request must be made within 10 business days of receiving the initial response.
• The review will be conducted by a senior management member or an impartial party who was not involved in the initial decision.

7. External Mediation
• If an internal resolution cannot be reached, both parties may agree to engage an external mediator to facilitate the discussion and find a mutually acceptable solution.
• Nalu Massage Training will bear the costs of external mediation.

8. Confidentiality
• All refund and grievance requests will be handled confidentially, ensuring the privacy of all parties involved. Information will only be shared with those directly involved in the resolution process.

9. Non-Retaliation
• Nalu Massage Training prohibits retaliation against any customer for filing a refund request or participating in the grievance process. Any incidents of retaliation will be addressed promptly.

10. Contact Information
For questions about this policy or to submit a refund request, please contact the owner of Nalu Massage Training at info@nalumassagetraining.com or call 0402059920.

Thank you for your understanding and for allowing us the opportunity to address your concerns.

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