1. Introduction

At Explorer Softhought, customer satisfaction is our top priority. We understand that sometimes products or services may not meet your expectations or requirements. This Refund Policy outlines our procedures regarding refunds, exchanges, and cancellations for workshops, consultations, and any other services or products we offer.

This policy is designed to provide clarity on when and how you can request refunds or exchanges, helping to ensure a fair and transparent process for all our customers.

2. Workshop and Consultation Bookings

2.1 Cancellation by Customer

If you need to cancel a workshop or consultation booking, the following terms apply:

• More than 14 days before the scheduled date: Full refund or option to reschedule
• 7-14 days before the scheduled date: 75% refund or option to reschedule
• 3-7 days before the scheduled date: 50% refund or option to reschedule
• Less than 3 days before the scheduled date: No refund, but you may transfer your booking to another person

To request a cancellation, please contact us at [email protected] or call +44 825 018 5843.

2.2 Rescheduling

Requests to reschedule a workshop or consultation must be made at least 3 days prior to the scheduled date. Rescheduling is subject to availability and is limited to one reschedule per booking.

2.3 Cancellation by Explorer Softhought

In the rare event that we need to cancel a workshop or consultation, you will be offered either:

• A full refund
• The option to reschedule to an alternative date
• Credit toward another service or workshop of equal value

3. Digital Products and Online Courses

3.1 Digital Downloads

Due to the nature of digital products, all sales of downloadable content (e-books, guides, templates, etc.) are final and non-refundable once the download link has been accessed. However, if you experience technical issues with accessing or downloading your purchase, please contact us within 7 days of purchase for assistance.

3.2 Online Courses

For online courses, we offer a 14-day money-back guarantee from the date of purchase, provided that:

• You have completed no more than 25% of the course content
• You can provide a valid reason why the course did not meet your expectations
• You submit your refund request within the 14-day period

To request a refund for an online course, please email [email protected] with your order number and reason for the refund.

4. Physical Products

4.1 Return Eligibility

If we offer physical products for purchase, you may return items within 30 days of delivery if:

• Items are in their original condition
• Items are in their original packaging
• You have proof of purchase (order confirmation or receipt)

Certain items cannot be returned, including:

• Perishable goods such as fresh flowers
• Custom-made or personalized items
• Items marked as clearance or final sale

4.2 Return Process

To initiate a return:

1. Contact us at [email protected] with your order number and reason for return
2. Wait for confirmation and return instructions
3. Pack the item securely in appropriate packaging
4. Ship the item to the address provided in the return instructions

Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., you received an incorrect or defective item).

4.3 Refund Processing

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-14 business days.

4.4 Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery. We will require photos of the damaged items and packaging. We will arrange for a replacement or provide a full refund including any shipping costs.

5. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash. Gift cards are valid for 12 months from the date of purchase unless otherwise specified.

6. Special Orders and Custom Services

For custom design services, consultations, or special orders, the following terms apply:

• A 50% non-refundable deposit is required to secure the booking
• Cancellations made more than 30 days before the scheduled service date: Deposit is non-refundable, but may be transferred to another service
• Cancellations made less than 30 days before the scheduled service date: No refund on any payments made

7. Promotional Discounts and Offers

Items purchased with promotional discounts or special offers are subject to the same refund policy as regular-priced items. However, the refund amount will reflect the actual price paid after any discounts have been applied.

8. Exceptional Circumstances

We understand that exceptional circumstances can occur. If you need to request a refund outside the terms of this policy due to extenuating circumstances (such as illness, bereavement, or other significant life events), please contact us directly. Such requests will be evaluated on a case-by-case basis.

Documentation may be required to verify the circumstances (e.g., medical certificate).

9. Statutory Rights

This refund policy does not affect your statutory rights. For consumers in the European Union, the European Consumer Rights Directive provides certain minimum statutory rights which are not affected by our policy. Similarly, for consumers in the UK, your statutory rights under the Consumer Rights Act 2015 are not affected.

10. Changes to This Policy

We may update our Refund Policy from time to time. Any changes to the policy will be posted on this page with an updated "Last Updated" date. We encourage you to review this Refund Policy periodically for any changes.

11. Contact Us

If you have any questions about our Refund Policy, please contact us:

• By email: [email protected]
• By phone: +44 825 018 5843
• By mail: 8 Clark Knoll Evieside LE3 0BF, United Kingdom