Refund Policy

1. Our Commitment to Fair Refunds

At Cooper Firms, we believe in earning your trust through quality service. Our refund policy is designed to:

• Protect you if we cannot deliver as promised
• Give you peace of mind when trying our services
• Be fair to both clients and our business
• Account for the time and expertise invested in your consultation

2. Refund Eligibility Overview

Refund eligibility depends on the timing of your request and the work completed. We categorize refunds into three types:

3. Full Refund (100%) Conditions

You are eligible for a full refund in the following situations:

3.1 Early Cancellation Before Work Begins

• You request a refund within 24 hours of payment
• AND we have not yet started any work or delivered any materials
• AND no consultation calls have been scheduled or completed

3.2 Service Non-Delivery (Our Responsibility)

• Cooper Firms is unable to deliver the service as described in the package
• Technical failures on our end prevent us from providing the service
• We determine we cannot help you after accepting your request (rare, but we'll be honest)
• We miss agreed deadlines by more than 14 days without valid reason

3.3 Serious Service Failures

• The deliverables provided are fundamentally incomplete or incorrect
• We fail to provide the deliverables listed in your package description
• We breach our professional obligations or confidentiality agreement

4. Partial Refund (50%) Conditions

You are eligible for a 50% partial refund in these circumstances:

4.1 Early-Stage Cancellation

• You request a refund within 7 days of payment
• AND less than 50% of agreed deliverables have been provided
• AND you provide a valid reason for dissatisfaction

4.2 Mid-Project Dissatisfaction

• You are unsatisfied with the quality or direction of the consultation
• Our approach doesn't match your expectations despite good-faith efforts
• You decide the service isn't right for your business after initial work
• Personal or business circumstances change, making continuation impractical

4.3 Mutual Agreement

• Both parties agree that continuing the engagement doesn't make sense
• We recommend pausing or stopping based on what we've learned about your situation

5. No Refund Situations

Refunds are NOT available in the following circumstances:

5.1 After Full Service Delivery

• All deliverables listed in your package have been provided
• All scheduled consultations or calls have been completed
• The full scope of work has been delivered as promised

5.2 Time-Based Limitations

• More than 14 days have passed since payment
• More than 30 days have passed since the final deliverable was sent

5.3 Client-Side Issues

• You fail to provide requested information or access needed to complete the work
• You don't respond to our communications for 7+ days after multiple attempts
• You refuse to cooperate or follow reasonable project requirements
• You violate our Terms of Service

5.4 Implementation and Results

• You implement our strategies incorrectly or incompletely
• You don't follow the recommendations provided in your consultation
• Desired results aren't achieved (we provide guidance, not guaranteed outcomes)
• Third-party platforms (Google, Facebook, etc.) reject your ads or campaigns
• Market conditions, competition, or external factors affect your results

5.5 Change of Mind

• You simply change your mind after receiving quality service
• You decide to go with a different approach or provider after we've completed work
• You disagree with professional recommendations that were provided in good faith

6. Package-Specific Refund Details

Refund eligibility varies slightly by package based on deliverables and timeline:

7. How to Request a Refund

If you believe you qualify for a refund, please follow this process:

Information to Include in Your Request:

• Full Name: As it appears on the payment
• Email Address: Used when requesting consultation
• Order Number: From your confirmation email or invoice
• Payment Date: When you completed payment
• Package Name: Which consultation package you purchased
• Reason for Refund: Detailed explanation of why you're requesting a refund
• Work Received: What deliverables or consultations you've received so far

8. Refund Processing Timeline

8.1 Review Period

• Simple requests (within 24 hours, no work started): 1-2 business days
• Standard requests: 3-5 business days
• Complex requests: Up to 7 business days (may require additional review)

8.2 Processing Time After Approval

• Credit/Debit Cards: 7-10 business days to appear on your statement
• PayPal: 3-5 business days
• Bank Transfers: 5-10 business days depending on your bank

8.3 Factors Affecting Timing

Refund timing may be affected by:

• Your bank's processing times
• International payment processing delays
• Payment processor policies
• Weekends and holidays
• Currency conversion processing

9. Payment Processor Fees

9.1 Transaction Fee Deductions

Payment processing fees charged by third-party processors (Stripe, PayPal, etc.) are non-refundable. These fees are retained by the payment processor, not Cooper Firms.

9.2 Typical Fee Structure

• Standard transactions: 2.9% + €0.30 per transaction
• International cards: Additional 1-2% currency conversion fee

9.3 How This Affects Your Refund

Example for a €50 payment:

• Original payment: €50.00
• Processing fee (non-refundable): €1.75
• Refund to your account: €48.25

10. Alternatives to Refunds

Before requesting a refund, consider these alternatives that might better serve your needs:

10.1 Service Adjustment

• Modify the consultation approach or focus area
• Change the deliverable format (e.g., written report instead of call)
• Adjust the timeline to accommodate your schedule

10.2 Additional Support

• Schedule an extra clarification call (for higher-tier packages)
• Request additional explanation of strategies or recommendations
• Ask for simplified versions of complex materials

10.3 Package Change

• Upgrade to a more comprehensive package with additional support
• Apply your payment toward a different service that better fits your needs

10.4 Pause and Resume

• Temporarily pause your consultation if timing isn't right
• Resume when you're ready to implement (available for Premium package)

11. Dispute Resolution

11.1 If Your Refund Request Is Denied

If we deny your refund request and you disagree with our decision:

1. Request a Review: Ask for your case to be reviewed by a senior team member
2. Provide Additional Information: Share any details that weren't included in your initial request
3. Schedule a Discussion: Request a call to discuss your concerns directly

11.2 Chargeback Warning

If you initiate a chargeback with your credit card company or bank:

• Please contact us first — most issues can be resolved directly
• Chargebacks incur additional fees that could affect your refund amount
• Fraudulent chargebacks may result in permanent service suspension
• We will provide all documentation of service delivery to your card issuer

12. Special Circumstances

12.1 Medical or Personal Emergencies

We understand life happens. If you experience a serious medical issue, family emergency, or other unforeseen circumstance:

• Contact us immediately to discuss options
• We may offer to pause services until you're ready to continue
• Refund eligibility will be evaluated on a case-by-case basis with compassion

12.2 Force Majeure Events

In cases of natural disasters, pandemics, war, or other events beyond anyone's control:

• We will work with you to reschedule or adjust services
• Refunds or credits will be considered based on circumstances
• Neither party is liable for delays caused by force majeure events

12.3 Death or Incapacitation

In the unfortunate event of a client's death or serious incapacitation:

• Family members or legal representatives should contact us
• Appropriate refunds will be provided based on work completed
• We will handle all matters with sensitivity and respect

13. Changes to This Policy

Cooper Firms reserves the right to update this Refund Policy at any time. When we make changes:

• We will update the "Last Updated" date at the top
• Material changes will be announced via email
• Changes apply to purchases made after the update date
• Your existing purchase is governed by the policy in effect at the time of payment

This Refund Policy is part of our Terms of Service. By purchasing our services, you agree to this policy.