Refund Policy

1. Overview

At Swim Fitness Training Japan, we strive to provide high-quality swimming education, training programs, and fitness guidance. We understand that circumstances may arise where you need to request a refund for services purchased through our website.

This Refund Policy outlines the terms and conditions under which refunds may be granted for various services and products offered on swimfitnessjapan.com.

Company Registration Number: 16750532
Business Address: Flat 23 928 Evangeline Driveway, Lake Yasmin, TAS 2915, Japan
Contact Phone: +68268184

2. General Refund Principles

Our refund policy is guided by the following principles:

Fairness: We aim to treat all customers fairly and consistently
Transparency: Refund terms are clearly stated for each service type
Flexibility: We consider individual circumstances on a case-by-case basis
Timeliness: Refund requests are processed promptly
Good Faith: We expect customers to act in good faith when requesting refunds

3. Refundable Services and Products

3.1 Swimming Lessons and Training Programs

Refund eligibility for swimming lessons and training programs depends on the timing of your cancellation:

Cancellation Timing	Refund Amount	Conditions
7+ days before start date	100% refund	Full refund minus processing fee (¥500 or 3%, whichever is less)
3-6 days before start date	50% refund	Half of the program fee will be refunded
0-2 days before start date	No refund	Refunds not available within 48 hours of start time
After program starts	Prorated refund possible	Only for medical reasons with documentation; unused sessions only

3.2 Digital Products and Downloadable Content

Due to the nature of digital products, different refund terms apply:

Before Download/Access: Full refund available within 24 hours of purchase if content has not been accessed
After Download/Access: No refunds available once digital content has been downloaded or accessed
Technical Issues: Full refund if content is defective or significantly different from description

3.3 Membership Subscriptions

For recurring membership or subscription services:

Monthly Subscriptions: Cancel anytime; access continues until end of current billing period; no prorated refunds
Annual Subscriptions: Prorated refund available if canceled within first 30 days; no refunds after 30 days
Trial Periods: Cancel during trial period to avoid charges; full refund if charged incorrectly

3.4 Consultation and Assessment Services

One-on-one consultation services:

24+ hours notice: Full refund or reschedule at no charge
12-24 hours notice: 50% refund or reschedule with 25% fee
Less than 12 hours: No refund; full fee applies
No-show: No refund; full fee charged

4. Non-Refundable Items and Services

The following items and services are not eligible for refunds under any circumstances:

Processing fees and transaction charges
Promotional or discounted services (unless otherwise stated)
Gift cards and vouchers (except as required by law)
Completed services that have been fully delivered
Services canceled with less than required notice (as specified above)
Third-party services or products purchased through our website
Customized or personalized training plans already created
No-show appointments without prior cancellation

5. Special Circumstances and Exceptions

5.1 Medical or Emergency Situations

We understand that unexpected health issues or emergencies may prevent you from using purchased services. In such cases:

Written medical documentation from a licensed healthcare provider may be required
Prorated refunds or service credits may be offered for unused portions
Each case will be reviewed individually
Documentation must be submitted within 14 days of the incident

5.2 Service Quality Issues

If you are unsatisfied with service quality:

Contact us within 7 days of service delivery
Provide specific details about the quality concerns
We will investigate and offer remedies including refunds, credits, or service repeats
Good faith participation in resolution process is required

5.3 Technical Problems

For technical issues preventing service access:

Full refund if problem is on our end and cannot be resolved within 48 hours
Service extension offered for temporary outages
No refund if technical problems are due to user's equipment or internet connection

5.4 Weather and Facility Closures

For outdoor or facility-based services:

If we cancel due to weather or facility issues, full refund or reschedule offered
If you cancel due to weather concerns, standard cancellation policy applies
Emergency closures: full refund or credit for future services

6. Refund Request Process

How to Request a Refund

Contact Us: Submit a refund request via our contact form on the website, by email, or by phone. Include your order number, purchase date, and reason for the refund request.
Provide Required Information: Include all relevant details such as:
- Full name and contact information
- Order or transaction ID
- Date of purchase
- Service or product name
- Detailed reason for refund request
- Supporting documentation (if applicable)
Review Period: We will review your request within 5 business days. You will receive an email acknowledging receipt of your request.
Decision Notification: Within 10 business days of receiving your request, we will inform you whether your refund has been approved or denied, along with the reason for our decision.
Refund Processing: If approved, refunds will be processed within 7-10 business days. The refund will be issued to the original payment method used for the purchase.
Confirmation: You will receive a confirmation email once the refund has been processed. Please allow 5-10 additional business days for the refund to appear in your account, depending on your financial institution.

Required Documentation

Depending on the reason for your refund request, you may need to provide:

Proof of purchase (receipt, confirmation email)
Medical certificates (for medical-related cancellations)
Photos or videos (for quality-related issues)
Correspondence showing attempted resolution
Government-issued ID (for verification purposes)

7. Refund Methods and Timing

7.1 Refund Methods

Refunds will be issued using the following methods:

Original Payment Method: Refunds are typically processed to the original payment method (credit card, PayPal, bank transfer, etc.)
Service Credit: In some cases, we may offer service credit for future purchases instead of a monetary refund
Bank Transfer: If original payment method is unavailable, refunds may be issued via bank transfer (bank charges may apply)

7.2 Processing Times

Payment Method	Processing Time	Notes
Credit/Debit Card	7-10 business days	May take additional 5-10 days to appear on statement
PayPal	3-5 business days	Instant notification, funds available within days
Bank Transfer	5-7 business days	Domestic transfers; international may take longer
Service Credit	1-2 business days	Applied directly to account

7.3 Partial Refunds

In certain situations, partial refunds may be granted:

Services partially used before cancellation
Programs where some sessions have been completed
Products with missing accessories or components
Services not meeting full specifications

8. Chargebacks and Disputes

8.1 Contact Us First

Before initiating a chargeback or payment dispute with your financial institution, please contact us directly. We are committed to resolving issues amicably and quickly.

8.2 Chargeback Policy

If you initiate a chargeback:

We will provide evidence to your financial institution showing that services were delivered as described
Your account may be suspended pending resolution
Chargeback fees may be passed on to you if the chargeback is found to be unjustified
We reserve the right to refuse future services

8.3 Fraudulent Claims

Fraudulent refund claims or chargebacks may result in:

Permanent account termination
Legal action to recover losses
Reporting to relevant authorities

9. Rescheduling vs. Refunds

In many cases, rescheduling may be a better option than requesting a refund:

9.1 Rescheduling Benefits

No loss of fees or credits
Flexibility to complete services at a later date
Maintain program continuity
Often more convenient than rebooking

9.2 Rescheduling Policy

First Reschedule: Free of charge with 24 hours notice
Subsequent Reschedules: May incur small administrative fee (¥1,000)
Maximum Reschedules: Limited to 2 times per booking
Validity Period: Rescheduled services must be used within 90 days

10. Service Credits and Vouchers

10.1 When Service Credits Are Offered

Instead of monetary refunds, we may offer service credits in the following situations:

Late-notice cancellations where partial refund would apply
Service quality issues that don't warrant full refund
Customer preference for future services
Goodwill gestures for minor inconveniences

10.2 Service Credit Terms

Credits do not expire unless otherwise stated
Credits are non-transferable
Credits cannot be exchanged for cash
Credits can be combined with other offers (unless specified)
Credits must be redeemed by the original purchaser

11. Group Bookings and Corporate Services

Special refund terms apply to group bookings and corporate services:

Group Size Changes: Prorated adjustments for participant changes up to 7 days before service
Group Cancellations: 14 days notice required for full refund; 7-13 days = 50% refund; less than 7 days = no refund
Corporate Contracts: Refund terms specified in individual service agreements
Minimum Participant Requirements: If minimum not met, full refund or reschedule offered

12. International Customers

For customers outside Japan:

Refunds issued in original transaction currency
Currency exchange fluctuations may affect refund amount
International bank fees may be deducted from refund
Processing times may be longer due to international transfers
Customer responsible for any tax implications in their country

13. Policy Updates and Changes

We reserve the right to update this Refund Policy at any time. Changes will:

Be posted on this page with updated "Last Modified" date
Apply to purchases made after the update date
Not affect refund terms for existing purchases
Be communicated via email for significant changes

We encourage you to review this policy periodically.

14. Consumer Rights

This Refund Policy does not affect your statutory consumer rights under Japanese law or the law of your jurisdiction. If you are a consumer, you may have additional rights that cannot be waived by this policy.

In case of conflict between this policy and applicable consumer protection laws, the law will prevail.

15. Questions and Disputes

If you disagree with a refund decision:

Request a review by a senior team member
Provide additional information or documentation
We will conduct a second review within 5 business days
Final decisions will be communicated in writing

If you remain unsatisfied, you may have recourse to:

Consumer protection agencies in your jurisdiction
Alternative dispute resolution services
Legal proceedings (as outlined in our Terms and Conditions)