Service Delivery & Refund Policy

Nature of Service Delivery

BEOS provides digital training services, not physical goods. No products are shipped, packaged or posted, so a traditional shipping policy does not apply to our Services. Instead, "delivery" means a Trainer being prepared, present and available to conduct a scheduled Session at the agreed time via Zoom or another agreed video platform, and, where applicable, Materials being made available to the Client or Participant digitally, such as by email or shared drive.

This Policy uses "delivery" in that sense throughout.

Session Scheduling & Delivery Standards

Sessions are booked via Calendly or an equivalent scheduling tool, confirmed by email or WhatsApp, and delivered via Zoom Pro at the scheduled time. BEOS aims to share any relevant Materials in advance of, or immediately after, each Session, so the Client and Participant have continuous access to their learning resources.

Cancellations & Rescheduling by the Client

Individual Sessions may be rescheduled or cancelled by the Client or a Participant with at least twenty-four hours' written notice at no charge. Sessions cancelled or rescheduled with less than twenty-four hours' notice, or where a Participant fails to attend without notice, are charged in full and are non-refundable, since the corresponding time was reserved exclusively for the Client and cannot reasonably be reallocated on short notice.

Cancellations Initiated by BEOS

If BEOS must cancel or reschedule a Session due to Trainer illness, technical failure, or other circumstances within its reasonable control, BEOS will offer the Client a replacement Session at no additional cost, or, where no suitable alternative is available, a pro-rated credit or refund for that specific Session only.

Client Engagement & Commitment

BEOS's obligation is to make each Session available, properly prepared, and delivered by a qualified Trainer at the scheduled time. Meeting this obligation constitutes complete delivery of the Services for that Session, regardless of the degree of preparation, attendance, participation or engagement shown by the Client or Participant.

Where a Client or Participant repeatedly fails to attend Sessions, arrives significantly unprepared, disengages during Sessions, or otherwise does not commit to the agreed programme, BEOS is not responsible for any resulting reduction in outcomes, and no refund, credit or make-up Session will be owed in respect of the Sessions concerned, because the professional time, expertise and Materials were made available in full accordance with the engagement. This reflects the reality that a Trainer's time, once reserved, represents a real and irrecoverable cost to BEOS whether or not the Client makes full use of it.

When a Refund May Be Available

Because the Services are bespoke, delivered by qualified professionals whose time is exclusively reserved for each Client, and because value is delivered upon the Trainer being present and prepared as described in Clause II.1, BEOS does not offer refunds based on general or subjective dissatisfaction once a Session has been properly delivered. A refund, credit or make-up Session will instead be considered only where: BEOS fails to deliver a scheduled Session, in whole or in part, for reasons within BEOS's control, and does not provide a suitable make-up Session within a reasonable time; a demonstrable technical failure of BEOS's own systems or platform, rather than the Client's equipment or connection, prevented delivery of a Session; a genuine billing error or duplicate charge has occurred; or a statutory withdrawal right applies to an Individual Client under Clause II.9.

Requests under this clause must be submitted in writing to coach@beos.consulting within fourteen days of the Session or charge in question, with reasonable supporting detail, so BEOS can investigate promptly.

Non-Refundable Items

The following are non-refundable in all circumstances, except where a statutory right under Clause II.9 applies: deposits or registration fees paid to secure an engagement; fees for Sessions that have been delivered in accordance with Clause II.1; fees for Sessions cancelled or missed in breach of the notice period in Clause II.3; and fees corresponding to Materials that have already been accessed, downloaded or shared with the Client or Participant.

Package Credits

Where a cancellation is permitted under Clause II.6 and relates to Sessions not yet delivered, BEOS may, at its sole discretion, convert the corresponding fees into account credit valid for twelve months from the date of issue, rather than a cash refund, except where a cash refund is required by law.

Statutory Consumer Withdrawal Rights

Where an Individual Client is contracting as a consumer, outside the course of a trade, business or profession, applicable law in their jurisdiction, such as the UK Consumer Contracts Regulations 2013, may grant a statutory cooling-off or withdrawal period for services purchased at a distance. Nothing in this Policy limits any such non-waivable right.

However, by proceeding to book, and attend, a Session before the expiry of any applicable cooling-off period, the Individual Client expressly requests that BEOS begin performance of the Services immediately, and acknowledges that, to the extent permitted by law, their right to withdraw in respect of that specific Session is lost once it has been fully delivered in accordance with Clause II.1. This clause does not affect any other statutory right that cannot lawfully be waived.

Chargebacks & Payment Disputes

If a Client has a concern about a charge, we ask that they contact BEOS first at coach@beos.consulting so the matter can be resolved directly, before initiating a chargeback or payment dispute with their bank or card provider. Where a chargeback is initiated for Services that were properly delivered in accordance with this Policy, BEOS reserves the right to contest the chargeback with supporting evidence, to suspend further Services to that Client, and to recover the disputed amount together with reasonable administrative costs.

How to Raise a Concern

If a Client or Participant is dissatisfied with any aspect of the Services, they should raise this promptly by email at coach@beos.consulting, with reasonable detail. BEOS will acknowledge the concern within three business days and work in good faith to investigate and resolve it, which may include a replacement Session, an adjustment to the training approach, or, where Clause II.6 applies, a credit or refund for the specific Session in question.