Refund Policy and Procedures
This refund policy applies to all Two the Coeur Services.
Refund Policy and Procedures
This policy governs the use of services and procedures regarding refunds offered by Two the Coeur, LLC (herein referred to as "we," "us," or "our"). Please read carefully. By purchasing Coaching and or Matchmaking services, you (herein referred to as “the Client” or “Client”) agree to follow the terms stated hereinafter.
Before receiving services, refunds may be requested within 48 hours of the initial payment for services, excluding Sundays and Legal Holidays. If Client would like to request a refund, an email should be sent to firstname.lastname@example.org with the request within 48 hours of the processing of the initial payment. Due to the nature of coaching and matchmaking services, after the 48-hour window, no refunds will be provided unless in the case of the circumstance(s) outlined below.
All payments must be made on a timely basis. If payments are not made on time, Services will be paused until payment is made. If not made within 7 days of the due date, a late fee of $25 will apply on the 8th day, with an additional $5 added per week thereafter. After 7 days past the due date, any Coaching Services that were previously scheduled will be forfeited until payment is made in full. No compensation will be provided for forfeited sessions. Other services will be delayed until payment is received in full.
A refund of all unused match fees (total match fee less recruiting and screening labor), shall be made in the event of the death of Client, at any time during the course of Client’s active membership, to the person named as Client’s legal beneficiary or to Client’s estate in the case that there is no named beneficiary. No refunds of fees for coaching or other services will be provided unless Client signed on for a fashion consult that was unused, in which case, a refund in the amount that Client paid will be issued for that service. Proof of death and a formal request must be provided to us within 30 days or the right to a refund will be forfeited.
During the course of Client’s time as an active client, once the matching process has begun, Client may request, in writing, that services be placed on hold for up to 3 months. At the end of the initial 3-month hold period, Client’s services will resume or Client may request an additional 3-month extension by making the extension request in writing. Client is allowed to extend the hold only once for a total of a 6-month hold time period. Client may only request 2 hold periods during the duration of the terms of the Agreement, not to exceed a total of 6 months of hold time. If services are not resumed after a 6-month time period, all unused services will be forfeited and Client’s relationship with us and all services will be terminated and the terms of the original Agreement will no longer stand except as otherwise outlined in Articles 4, 5, and 6 of the Agreement. No refunds will be provided for unused matches or any other service(s) in the case of voluntary or involuntary forfeiture.
In the event of “Success via Service,” (as herein defined) where Client enters into a long-term relationship with a match presented by us via in-person or virtual introduction, Client may request services be placed on hold while exploring that connection. At the end of a 12-month time period, if Client is still in a relationship with the same candidate from the initial match which led to the hold, Client may request a transfer of any unused matches, by emailing email@example.com within 14 days of the end of that 12-month period with verification of the continued relationship.
Client is responsible for requesting the transfer. Upon verification of the relationship, by direct contact from us with each party, we will honor the transfer and assign Client’s remaining matches to the person of their choice. We will not initiate any transfers on Client’s behalf and no transfers will be granted after 14 days of the end of the 12-month hold period. If the client does not initiate a transfer request by 11:59 pm EST on the 14th day following the 12-month hold period, Client will forfeit their right to a transfer and no transfer will be given after that date.
In the event that a transfer request is made, if the person to whom the matches are being transferred is not an active member of Two the Coeur, LLC, that person will need to sign on as a Matchmaking client within 30 days and will be required to pay all start-up fees in order to have the matches assigned to them. After the 30-day period, all transferred matches will be considered forfeited by Client if the designated person does not sign on to become a client to receive the matches.
Client may also receive a partial refund if we find that we are unable to fulfill the set number of matches based on the package that Client purchased. The time at which we determine that we are unable to service the client is left solely to our discretion and will be communicated to Client in writing. In the event that we are unable to service Client, we will issue a partial refund in the amount that we determine is fair based on services already provided and the number of remaining matches in Client’s package. Refunds will only be issued at our discretion and are not guaranteed or owed to Client for any reason.
Client may also elect to forfeit their right to a transfer of any remaining matches or to a refund for any reason by requesting and signing a “Refund Refusal” agreement that we will provide to Client upon request. Once the Refund Refusal agreement is signed, all remaining matches will be forfeited along with any right to a transfer or refund after the time of the signing of the agreement.
In the event of a refund request due to Cause, the refund request must first be pursued through Two the Coeur, LLC, directly, before any attempt is made through personal resources including attorneys, banks, credit companies, etc. If the initial refund request is not pursued directly through us, we will not be able to assist Client, directly, in the refund matter.
In the event that Client is granted a refund, 60 days must be allotted for the refund process to be completed with funds returned to Client’s original method of payment.
By beginning services with us, Client agrees to the terms of this Refund Procedure. Client has a duty to read all provided contracts, agreements, policies, and procedures and may not use lack of reading or understanding as a defense against the information shared within.