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:
Written Attempt at Resolution
Clients must email michelle@michellecoutinho.com detailing the dispute
The business has 14 business days to respond and attempt resolution
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.
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.