Refund Policy

Last updated: November 15, 2023

This Refund Policy establishes the terms and conditions regarding refunds, cancellations, and changes to consulting services provided by ConsultPro Portugal ('we', 'our', 'us', or 'Company').

By contracting our services, you agree to the terms of this Refund Policy. We recommend that you read this document carefully to understand your rights and obligations related to refunds and cancellations.

1. General Information

1.1. Applicability

This Refund Policy applies to all consulting services offered by ConsultPro Portugal, including:

• Strategic Business Consulting
• Financial and Tax Consulting
• Business Internationalization
• Digital Transformation
• Human Resources Consulting

1.2. Specific Contracts

Note that this Refund Policy is a general guide. Specific contracts, proposals, or written agreements between you and ConsultPro Portugal may contain additional or different terms regarding refunds and cancellations. In case of conflict, the terms of the specific contract will prevail over this general policy.

2. Cooling-Off Period for Consumers

2.1. Right of Cancellation

If you are a consumer (an individual acting outside the scope of your commercial, business, or professional activity) and have contracted our services online or at a distance, you have the right to a cooling-off period of 14 calendar days from the date of contract conclusion, during which you can cancel the contract without penalty and without needing to provide any reason.

2.2. Exercise of the Right of Cancellation

To exercise your right of cancellation, you must inform us of your decision to cancel through an unequivocal statement (e.g., letter, email, or online form). You may use the model cancellation form provided below, but it is not mandatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right of cancellation before the 14-day period expires.

2.3. Effects of Cancellation

If you cancel during the cooling-off period, we will reimburse all payments received, including delivery costs (except for any supplementary costs resulting from your choice of a delivery type other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to cancel.

We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

2.4. Services Beginning During the Cooling-Off Period

If you have expressly requested that the services begin during the cooling-off period, you must pay us an amount proportional to what has been provided until you communicated your cancellation, compared with the full coverage of the contract.

2.5. Loss of the Right of Cancellation

The right of cancellation does not apply to services that have been fully performed with your express consent and acknowledgment that you would lose your right of cancellation once the contract had been fully performed by us.

3. Refund Policy for Consulting Services

3.1. Before Services Begin

If you decide to cancel contracted services before they begin (and outside the cooling-off period, if applicable), the following conditions apply:

• Cancellation with 14 or more days' notice: Full refund, minus an administrative fee of 5% of the contracted amount or €50, whichever is less.
• Cancellation between 7 and 13 days' notice: 75% refund of the contracted amount.
• Cancellation with less than 7 days' notice: 50% refund of the contracted amount.

3.2. After Services Begin

Once the provision of contracted services has begun, the following policies apply:

• Services performed up to 25%: 50% refund of the contracted amount.
• Services performed between 25% and 50%: 25% refund of the contracted amount.
• Services performed more than 50%: No refund available.

The percentage of service completion will be determined by ConsultPro Portugal based on objective criteria, including consulting hours provided, deliverables completed, and project milestones achieved.

3.3. Customized Services

For customized services or those specifically developed for your needs, including personalized analyses, reports, or strategic plans, special refund conditions may apply, which will be specified in the contract or proposal.

Generally, for these services, once the work plan has been approved and development has begun, it is not possible to offer a full refund due to resources already allocated and work already performed.

3.4. Installment Payments

If the service was contracted with installment payments, any refund will be calculated based on the total contract value, with the value of services already provided being deducted according to the percentages indicated above.

If the amount already paid is less than the amount due for services already provided, there will be no refund, and the outstanding amount may be charged.

4. Exceptions to the Refund Policy

4.1. Dissatisfaction with Services

If you are not satisfied with the quality of our services, you should notify us in writing as soon as possible, specifying your concerns. We are committed to reviewing each case individually and working with you to find a satisfactory solution, which may include:

• Revision or correction of services provided
• Provision of additional services at no extra cost
• Partial refund
• Other solutions appropriate to the specific situation

4.2. Cancellation by Us

We reserve the right to cancel or postpone the provision of contracted services in exceptional circumstances. In these cases:

• If the cancellation is total and definitive, we will offer a full refund of amounts paid.
• If it is a postponement, we will offer the option to maintain the contract for a future date or receive a full refund.

4.3. Force Majeure

We will not be responsible for non-performance or delay in the provision of services due to circumstances beyond our reasonable control, including, but not limited to:

• Natural disasters or severe weather conditions
• Pandemic or public health crisis
• Strikes or labor disputes
• Terrorist acts or war
• Failures in public or telecommunications services
• Legislative or regulatory changes

In these cases, we will work with you to reschedule the services or, if that is not possible, we will analyze each situation individually to determine a fair refund.

5. Refund Process

5.1. Refund Request

To request a refund, you must:

1. Send an email to finance@consultpro-portugal.com with the subject 'Refund Request'
2. Include your full name, contract or invoice reference number, and contact details
3. Explain the reason for the refund request
4. Provide any relevant documents or information to support your request

5.2. Request Review

We will review your request within 5 business days and contact you to:

• Confirm approval of the refund and inform you of the amount and timeframe
• Request additional information, if necessary
• Propose alternative solutions, if applicable
• Explain the reasons if the refund request is denied

5.3. Refund Processing

If the refund is approved:

• It will be processed using the same payment method that was used in the original transaction, unless otherwise agreed
• Processing will be completed within 14 days after approval
• We will send an email confirmation when the refund has been processed

Note that, depending on your bank or payment method, it may take a few additional days for the refunded amount to appear in your account.

6. Changes to Contracted Services

6.1. Requesting Changes

If you wish to change the scope, duration, or specifications of contracted services, you should contact us as soon as possible. We will review the feasibility of the requested changes and inform you of any necessary adjustments to the price or schedule.

6.2. Additional Costs

Changes that increase the scope or complexity of the services may result in additional costs, which will be communicated and agreed upon before implementing the changes.

6.3. Scope Reductions

For changes that reduce the scope of contracted services:

• If communicated 14 or more days before services begin: proportional adjustment of the contracted amount
• If communicated less than 14 days before or after services begin: the same refund percentages indicated in section 3 of this policy apply

7. Services with Specific Deadlines

7.1. Rescheduling

For services scheduled for specific dates (such as workshops, training, or consulting meetings):

• Rescheduling with 7 or more days' notice: No additional cost, subject to availability
• Rescheduling between 3 and 6 days' notice: 10% rescheduling fee of the service value
• Rescheduling with less than 3 days' notice: 25% rescheduling fee of the service value

7.2. No-Show

If you fail to attend a scheduled session without prior notice, the session will be considered performed, with no right to a refund or free rescheduling.

8. Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract within the 14-day cooling-off period)

To: ConsultPro Portugal
5 Hunter Trafficway North
Noahburgh WA7 1EN
Portugal
Email: finance@consultpro-portugal.com

I/We (*) hereby give notice that I/we (*) cancel my/our (*) contract for the provision of the following service(s) (*):

[Describe the service]

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will take effect after the updated policy is published on our website. However, any changes will not apply retroactively to contracts already entered into before the effective date of the changes.

We recommend that you check this Refund Policy regularly to stay informed about any changes.

10. Contact Us

If you have questions or concerns about this Refund Policy or if you wish to request a refund, please contact us:

ConsultPro Portugal
5 Hunter Trafficway North
Noahburgh WA7 1EN
Portugal

Email: finance@consultpro-portugal.com
Phone: +446242857330