Refund + Fulfillment Policy

Overview

This Refund & Fulfillment Policy outlines the terms of service, delivery process, refund policies, and compliance obligations for:

  • 1:1 Coaching with Michelle Coutinho

  • Surrender 2025 Group Program

By completing a purchase, the client acknowledges they have read, understood, and agreed to this policy in full. If the client does not agree with these terms, they should not proceed with any purchase.

Service Delivery

1:1 Coaching: Fulfillment & Delivery

Upon signing up, clients receive:

  • A welcome email with onboarding instructions

  • A Google Calendar invite for their scheduled coaching calls via Zoom

  • An invoice and automated payment plan processing (if applicable) via Stripe Installments

  • Session recordings upon request, delivered within 48 hours after each call

All coaching sessions must be used within six (6) months of the purchase date. Any unused sessions after this period will be forfeited without refund.

Surrender 2025 Program: Fulfillment & Delivery

Upon enrollment, clients receive:

  • A welcome email with onboarding instructions

  • A Google Calendar invite for all scheduled Zoom sessions

  • Automated invoices and Stripe payment processing (if applicable)

  • Access to session recordings within 24 hours of each live call

  • Additional resources and community access (if applicable) via a private platform

If a participant misses a live session, they will have access to the recording but are not entitled to a rescheduled session or individual make-up call.

Scheduling & Attendance

Rescheduling Policy

  • Clients must provide at least 48 hours' notice in writing via email to michelle@michellecoutinho.com to reschedule a session

  • Last-minute cancellations (less than 48 hours' notice) or no-shows will result in a forfeited session without refund or rescheduling

Emergency Holds on Coaching Sessions

  • In cases of unforeseen emergencies, clients may request a temporary hold on their coaching package for up to three (3) months

  • Approval of session holds is at the sole discretion of Michelle Coutinho and must be requested in writing.

Refund Policy

1:1 Coaching

  • Due to the customized nature of 1:1 coaching, all sales are final. No refunds or partial refunds will be issued after purchase

Surrender 2025 Program

  • All sales are final. No refunds or partial refunds will be issued under any circumstances

Deferral Requests

  • Participants may request to defer their enrollment to a future round of the program

  • Deferral requests must be submitted in writing via email to michelle@michellecoutinho.com before the third live session

  • Approval of deferrals is at the sole discretion of Michelle Coutinho

Payment Terms & Subscription Plans

  • Clients who enroll in a payment plan agree to complete all scheduled payments as outlined at the time of purchase

  • Failure to complete scheduled payments may result in immediate suspension of access to programs, coaching sessions, or digital content until the outstanding balance is resolved

Chargeback Policy

Clients must exhaust all dispute resolution methods before initiating a chargeback.

By purchasing any coaching, course, or program, the client waives the right to initiate a chargeback without first completing the dispute resolution process.

Unauthorized Chargebacks
Filing a chargeback without following this process constitutes:

  • Breach of contract

  • Fraudulent activity

  • Violation of this Refund & Fulfillment Policy

Dispute Resolution Requirements

A chargeback may only be initiated after completing the following steps:

  1. Written Attempt at Resolution

    Clients must email michelle@michellecoutinho.com detailing the dispute

    The business has 14 business days to respond and attempt resolution

  2. Mediation (if needed)

    If no resolution is reached, the client must engage in mediation in Travis County, Texas, with a neutral third-party mediator. Both parties have 30 days to resolve the issue.

  3. Final Notice

    If mediation fails, the client must provide written notice of intent to file a chargeback

    The business has 10 business days to respond before a chargeback is permitted

Consequences of Unauthorized Chargebacks

Filing a chargeback without completing the dispute resolution process results in:

  • Immediate termination of all services without refund

  • Forfeiture of remaining coaching sessions or program access

  • Legal action to recover the disputed amount, including attorney fees

  • Reporting to collections agencies and credit bureaus if applicable

Fraudulent Chargebacks

A chargeback is considered fraudulent if:

  • The client received the agreed-upon services but disputes the charge.

  • The client falsely claims they never made the purchase.

  • The client files a chargeback after agreeing to this policy.

If a chargeback is reversed in favor of Michelle Coutinho, the client must:

  • Repay the full amount within 10 business days

  • Cover all legal, administrative, and dispute resolution fees

Failure to comply will result in formal debt recovery action and potential legal proceedings.

Compliance & Client Conduct

Compliance with Applicable Laws

Michelle Coutinho conducts all services in accordance with federal, state, and local laws. Clients are responsible for ensuring that their participation does not violate any applicable laws.

Prohibited Activities

Clients may not use coaching or programs for:

  • Harassment, threats, or actions that compromise the safety of the coaching community

  • Any activity that interferes with, disrupts, or harms the experience of other clients

  • Any misuse of coaching materials, including unauthorized redistribution, resale, or repurposing

  • Fraudulent or deceptive activities

Client Conduct & Behavior Policy

The following behaviors will result in immediate removal from programs without refund:

  • Harassment, bullying, or verbal abuse toward Michelle Coutinho, team members, or other clients

  • Disruptive or aggressive behavior that negatively impacts the coaching environment

  • Violation of confidentiality (sharing personal client information without consent)

If a client engages in prohibited behavior, they will:

  • Receive one written warning before removal (unless the behavior is extreme)

  • Be immediately removed from programs if behavior persists

Confidentiality & Intellectual Property

Confidentiality

All program content, call recordings, and coaching materials are for personal use only and may not be shared, reproduced, or distributed without express written permission from Michelle Coutinho.

Intellectual Property

All coaching materials, digital resources, and written content provided by Michelle Coutinho remain the intellectual property of Michelle Coutinho. Clients may not repurpose, resell, or distribute any materials without prior written permission.

Non-Transferability

Clients may not assign, resell, share, lend, sublicense, or transfer their coaching package, program seat, or membership access under any circumstances. Unauthorized transfers will result in immediate termination of services without refund.

Amendments & Updates

Clients will be notified of significant policy changes at least 14 days in advance via email and/or website announcement. Policy changes apply to all new purchases immediately. For existing clients, changes will take effect at the next billing cycle or renewal unless stated otherwise.

Liability & Guarantees

Limitation of Liability

Michelle Coutinho is not liable for any personal, financial, or professional losses incurred by the client as a result of participating in coaching or programs. All decisions and actions based on coaching are solely the client’s responsibility.

By purchasing services, clients agree that all decisions, actions, and outcomes based on coaching, courses, or mentorship are their sole responsibility.

No Guarantees on Results

Michelle Coutinho does not guarantee any specific results, business success, personal transformation, or financial outcomes. Coaching is a collaborative process, and success depends on client effort, commitment, and personal circumstances. No guarantees are made regarding financial, personal, or business outcomes.

Waiver of Liability

Clients waive any right to hold Michelle Coutinho liable for lack of results, financial loss, or emotional distress. The client acknowledges that coaching is not therapy, financial advising, medical treatment, or legal counsel.

Contact Information

For any questions regarding this Refund & Fulfillment Policy, please contact:

Email:
michelle@michellecoutinho.com

Response Time:
All inquiries will receive a response within 3 business days.

This policy was last updated on March 16, 2025.