Effective Date: June 1, 2024
1. INTRODUCTION
1.1 Welcome to Nucia LLC (“Nucia”), a leading provider of expert guidance and consultancy services in the fields of import-export, e-commerce, and manufacturing. We pride ourselves on delivering high-quality services designed to help our clients navigate the complexities of global trade and manufacturing, particularly in collaboration with Chinese factories. Our offerings include online training modules, personalized coaching sessions, and organized business trips to China.
1.2 At Nucia, we prioritize customer satisfaction and strive to ensure that every client has a positive experience with our services. We understand that circumstances may arise where a client needs to request a refund. This comprehensive Refund Policy outlines the conditions and procedures under which refunds may be requested and granted for the various services we offer. Our goal is to be transparent and fair, ensuring that clients are fully aware of their rights and our processes.
1.3 This policy applies to all services provided by Nucia, including but not limited to:
• Online Training Modules
• Personalized Coaching Sessions
• Organized Business Trips
Any other consultancy services offered by Nucia
1.4 We are committed to handling all refund requests promptly and fairly, in accordance with the terms set forth in this policy. By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Refund Policy. Should you have any questions or require further clarification, our support team is available to assist you.
2. SCOPE AND APPLICABILITY
This Refund Policy applies comprehensively to all products and services provided by Nucia. Our commitment to transparency and fairness extends across our entire portfolio, ensuring that clients have clear guidance on refund eligibility and procedures regardless of the specific service engaged. The following sections detail the scope and applicability of our refund policy for each service category:
2.1 Online Training Modules
Our online training modules are designed to equip clients with essential knowledge in import-export, e-commerce strategies, and global market specifics. This refund policy covers all online training courses offered on our platform. Refunds for online training modules are available under the conditions specified in this policy, taking into account access and usage thresholds.
2.2 Personalized Coaching Sessions
We offer personalized coaching sessions tailored to guide entrepreneurs through the challenges of global trade and manufacturing. This policy outlines the conditions under which refunds for coaching sessions may be requested. Refunds for coaching sessions are contingent on the timing of the cancellation request relative to the scheduled session, as detailed in the relevant section of this policy.
2.3 Organized Business Trips
Nucia organizes business trips to China, providing clients with the opportunity to engage directly with potential partners and manufacturers. This policy includes comprehensive terms for refund requests related to these trips. Refunds for business trips are subject to cancellation timelines and any third-party costs incurred, as described in this policy.
2.4 Additional Consultancy Services
Beyond our standard offerings, Nucia provides bespoke consultancy services tailored to the specific needs of our clients. This policy encompasses all such consultancy engagements. Refunds for additional consultancy services are evaluated based on the commencement and progress of the work, as outlined herein.
2.5 Exclusions and Non-Refundable Services
Certain services and costs are explicitly excluded from this refund policy, including but not limited to:
(a) Initial consultation fees, where non-refundable terms are specified at purchase.
(b) Third-party expenses such as travel and accommodation costs, unless covered under specific cancellation provisions.
(c) Services explicitly marked as non-refundable during the purchase or agreement process.
By ensuring that the scope and applicability of this policy are comprehensive and clearly communicated, we aim to provide our clients with the confidence and assurance that their investment in Nucia’s services is protected. For any specific queries or further information, clients are encouraged to contact our support team.
3. DEFINITIONS
To ensure clarity and understanding of this Refund Policy, the following definitions apply:
3.1 Client: Any individual, business, or entity that purchases or engages with the services provided by Nucia. This includes, but is not limited to, participants in online training modules, recipients of personalized coaching sessions, and attendees of organized business trips.
3.2 Refund Request: A formal application submitted by the client seeking a return of paid funds for services rendered or anticipated. Refund requests must be submitted in writing via email to contact@nucia.co, including detailed information and reasons for the request.
3.3 Service: Any product or service offered by Nucia. This encompasses a broad range of offerings including, but not limited to:
3.4 Online Training Modules: Educational courses available through our online platform, covering topics such as import-export basics, e-commerce strategies, and market specifics.
3.5 Personalized Coaching Sessions: One-on-one sessions tailored to guide clients through specific business challenges related to global trade and manufacturing.
3.6 Organized Business Trips: Structured visits to China, facilitating direct engagement with potential business partners and manufacturers.
3.7 Additional Consultancy Services: Custom consultancy work tailored to meet the unique needs of our clients, which may include market research, strategy development, and operational guidance.
4. REFUND ELIGIBILITY CRITERIA
Nucia is committed to ensuring client satisfaction. To that end, we have established clear criteria under which refunds can be requested and granted. These criteria are designed to be fair and transparent, addressing the specifics of each type of service we offer. The following outlines the conditions for refund eligibility for each service category:
4.1 Online Training Modules
Online training modules are considered digital products and are therefore non-refundable once access to the course content has been granted. This includes any educational courses available through our online platform, covering topics such as import-export basics, e-commerce strategies, and market specifics. All our services, including online training modules, are non-refundable.
4.2 Personalized Coaching Sessions
Clients can receive a full refund if the cancellation request is made at least 48 hours prior to the scheduled session.
If the cancellation request is made within 24 to 48 hours prior to the scheduled session, a partial refund of 50% will be granted. No refund will be issued for cancellation requests made less than 24 hours before the session.
4.3 Organized Business Trips
Organized business trips to China are non-refundable once payment has been received. Upon receipt of payment, Nucia begins booking various services on behalf of the client, including hotel reservations, airplane tickets, train tickets, and other related services. These arrangements involve significant non-recoverable expenses and efforts due to the complexities of the Chinese market.
If the client is unable to proceed with the planned trip due to exceptional circumstances such as illness, visa denial, or an expired passport, they may request to reschedule their trip to the next available session organized by Nucia. Nucia conducts two trips per year, so clients unable to attend the initially scheduled trip may participate in the subsequent session. Additional fees may apply if Nucia incurs financial losses due to reservations and payments already made. Refunds for third-party expenses, such as airfare and accommodation, will be subject to the policies of the respective third-party providers.
Furthermore, certain services provided by Nucia constitute non-tangible intellectual property, including but not limited to time spent on the client (calls, messages, advice, analyses, etc.) and the sharing of confidential information and resources (texts, images, audios, videos). Once the service has been initiated, Nucia cannot recover these intangible services provided, and the client cannot return these services received.
Consequently, once the work has begun, corresponding to the day payment is received, Nucia’s refund policy stipulates that no refunds can be issued.
Any attempt by the client to prevent the service provider from obtaining due payments through banking services (such as disputes, chargebacks, refund requests, etc.) will be considered a serious breach of contract and will lead to legal proceedings. All legal fees and related expenses will be the responsibility of the client.
4.4 Additional Consultancy Services
Clients are eligible for a full refund if the request is made before the commencement of the consultancy project. If the request is made after the commencement but before 50% of the project completion, a partial refund may be issued based on the proportion of work completed and any expenses incurred.
4.5 Non-Refundable Services
Certain services and costs are explicitly excluded from this refund policy:
Initial consultation fees, where non-refundable terms are specified at purchase.
Third-party expenses such as travel and accommodation costs, unless covered under specific cancellation provisions.
Services explicitly marked as non-refundable during the purchase or agreement process.
All refund requests must be submitted in writing to contact@nucia.co and include detailed information and reasons for the request. Refunds will be processed within 14 business days of approval. For any specific queries or further information, clients are encouraged to contact our support team.
5. REFUND REQUEST PROCEDURE
At Nucia, we strive to make the refund request process straightforward and efficient. Clients who wish to request a refund must follow the steps outlined below to ensure their request is processed in a timely and fair manner.
5.1 Submission of Refund Request
5.1.1 All refund requests must be submitted in writing. Clients are required to send their refund request via email to contact@nucia.co.
5.1.2 The email must include the following details:
Client’s full name
Contact information (email address and phone number)
Service purchased (including specific course, coaching session, or business trip details)
Date of purchase
Detailed reason for the refund request
Any relevant supporting documentation (e.g., proof of payment, evidence of issues experienced)
5.2 Acknowledgment of Refund Request
5.2.1 Upon receipt of the refund request, Nucia will send an acknowledgment email to the client within 2 business days, confirming that the request has been received and is under review.
5.2.2 Our team will review the refund request, taking into consideration the eligibility criteria outlined in Section 4 of this policy.
5.3 Evaluation of Refund Request
5.3.1 The refund request will be evaluated to ensure it meets the eligibility criteria specified for the particular service (e.g., online training modules, personalized coaching sessions, organized business trips).
5.3.2 If additional information or clarification is needed, our team will contact the client within 5 business days of the acknowledgment email.
5.4 Decision Notification
5.4.1 Once the evaluation is complete, Nucia will notify the client of the decision via email. This notification will be sent within 10 business days of receiving all necessary information.
5.4.2 If the refund request is denied, the email will include a detailed explanation of the reasons for denial and any alternative solutions or options available to the client.
5.5 Processing Approved Refunds
5.5.1 Approved refunds will be processed using the original payment method unless otherwise agreed upon with the client.
5.5.2 Refunds will be issued within 14 business days of the approval notification. Clients will receive a confirmation email once the refund has been processed.
5.6 Follow-Up
Customer Satisfaction: Nucia values customer feedback. After the refund has been processed, our support team may follow up with the client to ensure satisfaction with the resolution and to gather any feedback for improving our services.
6. EXCLUSIONS AND NON-REFUNDABLE SERVICES
Nucia is committed to providing clarity and transparency regarding our refund policy. While we strive to accommodate our clients’ needs, certain services and expenses are explicitly excluded from our refund policy. The following outlines the specific exclusions and non-refundable services:
6.1 Initial Consultation Fees
6.1.1 Fees for initial consultations are non-refundable. These sessions are designed to assess the client’s needs and provide immediate value through expert advice and strategic planning. Clients will be informed of the non-refundable nature of these fees at the time of booking.
6.2 Third-Party Expenses
6.2.1 Expenses incurred for travel and accommodation related to organized business trips or other services are non-refundable. These costs are often subject to the terms and conditions of third-party providers (such as airlines and hotels), which are beyond the control of Nucia.
6.2.2 Any costs associated with third-party vendor services, including but not limited to, venue bookings, external training facilitators, and event-related expenses, are non-refundable. Clients will be informed of any third-party involvement and associated costs at the time of service booking.
6.3 Customized and Bespoke Services
6.3.1 Fees for customized consultancy projects that involve significant time and resources in preparation and execution are non-refundable once the project has commenced. This includes market research, strategy development, and other tailored consulting services. Refund eligibility will be evaluated based on the proportion of work completed, as outlined in Section 4.4.
6.4 Services Marked as Non-Refundable
6.4.1 Certain services or products may be explicitly marked as non-refundable at the time of purchase. These terms will be clearly communicated to the client before the purchase is finalized. Examples include special promotions, discounted packages, and certain digital products.
6.5 Digital Products and Course Materials
6.5.1 Once access to digital products or course materials has been granted, these items become non-refundable. This includes e-books, downloadable content, and any other digital materials provided as part of our services. Refunds will not be issued for digital content that has been accessed or downloaded by the client.
6.6 Time-Sensitive Services
6.6.1 Refunds will not be provided for services that are time-sensitive and have expired or where the client failed to utilize the service within the designated time frame. This includes missed coaching sessions, unutilized trip slots, and expired online course access periods.
6.7 Force Majeure Events
6.7.1 Nucia will not issue refunds for cancellations or service disruptions caused by events beyond our control, such as natural disasters, acts of government, pandemics, or other force majeure events. Clients are encouraged to review their own insurance policies to cover such contingencies.
7. EXCEPTIONAL CIRCUMSTANCES
Nucia understands that unforeseen and exceptional circumstances may arise, necessitating flexibility in our refund policy. While our standard refund criteria are designed to be fair and transparent, we recognize that certain situations may warrant special consideration. The following outlines the conditions under which exceptional circumstances may be evaluated and the process for addressing such cases:
7.1 Definition of Exceptional Circumstances
Exceptional circumstances refer to unexpected events or conditions that significantly impact the client’s ability to utilize the services provided by Nucia. These circumstances may include, but are not limited to:
7.1.1 Medical Emergencies: Serious health issues or medical emergencies affecting the client or their immediate family.
7.1.2 Family Emergencies: Unforeseen family crises, such as the death or critical illness of a close family member.
7.1.3 Natural Disasters: Events such as earthquakes, floods, or hurricanes that prevent the client from accessing or benefiting from the services.
7.1.4 Legal Obligations: Sudden legal obligations, such as jury duty or court appearances, that conflict with the scheduled services.
7.1.5 Other Unforeseen Events: Any other significant and unexpected events that are beyond the control of the client and Nucia.
7.2 Requesting Consideration for Exceptional Circumstances
Clients seeking a refund due to exceptional circumstances must follow these steps:
7.2.1 Submit a written refund request via email to contact@nucia.co, explicitly stating that the request is due to exceptional circumstances.
7.2.2 Provide relevant documentation to support the claim. This may include medical certificates, death certificates, legal notices, or any other official documents that substantiate the exceptional circumstance.
7.2.3 Include a detailed explanation of the exceptional circumstances and how they have impacted the client’s ability to utilize the service.
7.3 Review and Evaluation Process
7.3.1 Acknowledgment: Upon receipt of the exceptional circumstances refund request, Nucia will send an acknowledgment email within 2 business days, confirming that the request is under review.
7.3.2 Evaluation: Our team will carefully review the provided documentation and explanation. This process may involve consulting with relevant experts or authorities to verify the claim.
7.3.3 Decision Notification: The client will be notified of the decision via email within 10 business days of receiving all necessary information. If additional time is required, the client will be informed of the extended timeline.
7.4 Potential Outcomes
7.4.1 Full Refund: In cases where exceptional circumstances are substantiated and have significantly impeded the client’s ability to benefit from the service, a full refund may be granted.
7.4.2 Partial Refund: If the client has partially utilized the service or if the exceptional circumstances warrant a partial reimbursement, a proportionate refund may be issued.
7.4.3 Alternative Solutions: In some cases, Nucia may offer alternative solutions, such as rescheduling services, extending access to online courses, or providing credits for future services.
7.5 Non-Eligible Circumstances
7.5.1 Predictable Events: Circumstances that could have been anticipated or planned for (e.g., known work commitments, pre-existing conditions) are not considered exceptional.
7.5.2 Lack of Documentation: Requests without adequate supporting documentation will not be considered for exceptional circumstances.
8. DISPUTE RESOLUTION
In case of any dispute arising from this Refund Policy, the parties will attempt to resolve the dispute through direct negotiation. If negotiation fails, the parties will proceed to mediation with a neutral third-party mediator. As a last resort, disputes will be resolved through binding arbitration in the United States, under the rules of the American Arbitration Association (AAA).
9. GOVERNING LAW
This Refund Policy is governed by the laws of the United States, without regard to its conflict of law principles. Any legal actions related to this policy shall be brought exclusively in the courts located in the United States.
10. AMENDMENTS
Nucia reserves the right to amend this Refund Policy at any time. Amendments will be posted on our website and will become effective immediately upon posting.
11. CONTACT INFORMATION
For any questions or concerns regarding this Refund Policy, please contact us:
Email: contact@nuciallc.com
Phone: +1 406 3160 558
Address: Nucia LLC, 55 W 14th St Ste 101, Helena, MT, 59601 United States
By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
©️ 2024, Nucia LLC