1. Scope
This policy applies to paid one-to-one online sessions, career support packages, and digital materials offered by Muxirela. At the date of this policy, the website itself does not process payments.
2. Rescheduling a session
You may reschedule a session once without an additional fee when you give at least 24 hours’ notice. With less notice, the session may be treated as delivered because the time was reserved and may not be possible to offer to another client.
3. Cancelling before a service begins
If you cancel a single session or package before any service has been delivered, the amount paid will be refunded, less any payment-processing cost that has actually been incurred and may lawfully be deducted.
4. Cancelling a package after it begins
If a package ends after one or more sessions, any refund is calculated for the undelivered portion. Completed sessions and personalised materials already supplied are charged at the rate set out in the service agreement. Where a package discount applied, the calculation may use the normal rate for work already delivered if this was agreed in advance.
5. Digital materials
Where digital materials are supplied immediately, cancellation rights may be limited after access or downloading begins when applicable law permits and the client has given the required consent. Duplicate payments made in error will be refunded in full.
6. If Muxirela cancels
We will first offer a priority reschedule. If the alternative time is not suitable, you may request a full refund for the cancelled session. This does not reduce any rights you have under applicable consumer law.
7. How to request a refund
Email [email protected] with your name, payment date, service, and reason for the request. We will confirm receipt and explain the calculation. An approved refund is returned through the original payment method; the final arrival time depends on the bank or payment provider.
Review time: normally within five business days after we receive enough information to identify the payment.