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
Session Validity:
All coaching sessions must be used within twelve (12) months of the purchase date
Any unused sessions after this period will be forfeited without refund
Extensions not available except in extraordinary circumstances at Coach's sole discretion
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
Scheduling Requirements
Sessions scheduled by mutual agreement via email or scheduling platform
48-hour notice required for rescheduling
Maximum of 2 reschedules per session without penalty
No-Show Policy
No-shows (failure to attend without 48-hour notice) count as completed sessions
Emergency exceptions considered on case-by-case basis
Third no-show may result in package termination without refund
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.
No Refund Policy
Final Sale Agreement
Client acknowledges and agrees that all coaching services are sold on a final sale basis with no refunds available under any circumstances. This no-refund policy applies to:
Completed coaching sessions
Partially completed packages
Unused sessions within the 12-month period
Early termination by client choice
Client dissatisfaction with services
Changes in client circumstances
Inability to attend scheduled sessions
Value Commitment
Client understands that:
Payment secures Coach's time commitment and availability
Coaching spots are limited and held exclusively for Client
Coach foregoes other opportunities by reserving time for Client
Personalized preparation and materials are created specifically for Client
The coaching relationship begins upon payment, not upon first session
Acknowledgment of Risk
By enrolling in any coaching program, mentorship, session, or course with Michelle Coutinho, the client acknowledges that coaching is a collaborative process requiring personal commitment and that results depend on Client's engagement, effort, and individual circumstances.
Surrender 2025 Program - No Refunds
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
Professional Boundaries & Limitations
Coaching Relationship
Client understands that coaching is:
A professional relationship focused on goal achievement
Not therapy, counseling, or medical treatment
Not a guarantee of specific results or outcomes
Based on Client's voluntary participation and disclosure
Coach's Role
Coach will:
Provide professional coaching services as outlined
Maintain confidentiality of all session content
Offer support and guidance within professional boundaries
Refer to appropriate professionals when needed
Client Responsibilities
Client agrees to:
Participate actively and honestly in sessions
Complete agreed-upon actions between sessions
Communicate scheduling needs promptly
Seek appropriate professional help for issues outside coaching scope
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.
Confidentiality & Privacy
Mutual Confidentiality
Both parties agree to maintain strict confidentiality regarding all session content, personal information, and business discussions.
Exceptions
Confidentiality may be breached only if:
Required by law or court order
Client poses imminent danger to self or others
Client provides written consent for disclosure
Intellectual Property
Coaching Materials
All materials, resources, and content provided by Coach remain Coach's intellectual property and are licensed for Client's personal use only.
Restrictions
Client may not:
Share, copy, or distribute coaching materials
Record sessions without written permission
Use coaching content for commercial purposes
Resell or transfer coaching materials
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.
Termination
Termination by Coach
Coach may terminate this agreement immediately for:
Non-payment of fees
Inappropriate conduct or harassment
Violation of confidentiality
Misuse of coaching materials
Behavior that compromises the coaching relationship
Termination by Client
Client may terminate services at any time but acknowledges that no refund will be provided under any circumstances.
Effect of Termination
Upon termination:
No refunds will be issued regardless of reason
Client loses access to all coaching materials and resources
Confidentiality obligations continue indefinitely
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
Dispute Resolution
Good Faith Resolution
Parties agree to first attempt resolution through direct communication in good faith.
Mediation
If direct resolution fails, disputes will be resolved through binding mediation in Travis County, Texas.
Governing Law
This agreement is governed by Texas law without regard to conflict of law principles.
Chargeback Policy
Clients must exhaust all dispute resolution methods before initiating a chargeback. By purchasing any coaching, course, or program, the client agrees to follow the dispute resolution process outlined above.
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.
Liability & Guarantees
No Guarantees
Coach makes no guarantees regarding specific outcomes, results, or benefits from coaching services.
Limitation of Liability
Coach's total liability is limited to the amount paid for services. Coach is not liable for indirect, consequential, or punitive damages. 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.
Client Assumption of Risk
Client assumes all risks associated with implementing coaching recommendations and acknowledges that all decisions remain Client's sole responsibility. By purchasing services, clients agree that all decisions, actions, and outcomes based on coaching, courses, or mentorship are their sole responsibility.
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..
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.
General Provisions
Entire Agreement
This policy constitutes the entire understanding between parties regarding refunds and service delivery and supersedes all prior agreements or understandings.
Modifications
This policy may only be modified in writing. 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.
Severability
If any provision is deemed unenforceable, the remainder of the policy remains in full force and effect.
Assignment
This agreement is personal to Client and may not be assigned or transferred without Coach's written consent.
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.