COMPLAINT RESOLUTION POLICY
The guiding purpose of CEU Espresso, Incorporated is to bring you a first-class learning experience with every course. We see a complaint as a gift and an opportunity to improve our products to the level of excellence which our incredible community of therapists deserves.
To this end, our “Awesome Experience” Refund Policy is simple: We want every experience you have with us to be a truly awesome one. So, if you don’t love one of our dynamic, innovative courses, just tell us why before receiving your CEU Certificate. If we can’t resolve it to your satisfaction, we’ll refund your money.
Here is how we go about that:
Informal Resolution Procedure for Live Courses:
If you attend one of our Live courses but are dissatisfied with either the content of the course, as measured against published course objectives, or the manner in which the course is conducted, please do us the favor of working with us to improve the course for other participants by bringing your concerns to us as soon as possible. Grab our attention during a break or a lull in the action so that we can address your concerns immediately and resolve them before the end of the course. The Presenter or other company representative will listen to you and work with you to find resolution. If we are unable to resolve your concerns we will refund your money, but we will not be able to award course credit if it did not meet your needs.
Informal Resolution Procedure for a Live Webinar:
Obviously it is harder to “grab our attention” during a live webinar. In that event you may email us at any time before receiving your certificate to inform us you are unable to finish due to a complaint. Once the webinar is over we will work with you to find resolution or refund your registration. If you complete the course and receive your certificate, we will be unable to issue a refund. If your issue is one of minor feedback, please know we love to hear it! Minor feedback issues may be reported via the Feedback Form you will be given access to at the end of the course.
Informal Resolution Procedure for an On-Demand or Independent Study Course:
If you are dissatisfied with an On-Demand or Independent Study course please email us at any time before receiving your certificate and we will work with you to find resolution. As with a Live Webinar, if you complete the course and receive your certificate we will be unable to issue a refund.
Formal Resolution Procedure:
If our informal procedure does not bring closure for you, you are invited but not required, to pursue our Formal Resolution Procedure.
To follow our Formal Resolution Procedure, please make your complaint in writing submitted to the CE Administrator outlining a statement of the facts of the complaint, the steps taken to solve the complaint with the course instructor, and your desired solution for the complaint.
Email your formal complaint to
CEAdmin@CEU-Espresso.com and CC Jim.Meyer@CEU-Espresso.com
Or send a certified letter to:
CEU Espresso, Incorporated.
717 W. Oak St.
Denton, TX 76201
Formal Complaints must be received by our CE Administrator within 30 days of the end of the course of concern. The CE Administrator will work with the course instructor to consider the steps taken in the informal procedure, and will respond to your complaint within 45 days of receipt with the decision of resolution.
CANCELLATION POLICIES:
CANCELLATION BY PARTICIPANT
Live Courses:
If you register for one of our live courses, but then cancel for any reason at least 21 days prior to the course, we will refund all of the money you have paid for course registration.
If you cancel your registration later than 21 days prior to the course, but before the start of the course, the money you have paid will be applied to credit for online courses.
Online Webinar or On-Demand courses:
If you register for an Online Webinar or On-Demand course but then cancel for any reason before the course starts we will refund all of the money you have paid for course registration.
Notification:
Please submit cancellation and refund requests in writing via email or certified letter. Include your name and the name and date of the course you were to attend.
Email your request to
Jim.Meyer@CEU-Espresso.com and CC CEAdmin@CEU-Espresso.com
or send a certified letter to:
CEU Espresso, Incorporated.
717 W. Oak St.
Denton, TX 76201
CANCELLATION BY CEU ESPRESSO
Cancellation of Live Courses:
At least seven days before a live course date we will assess the number of registered students and determine course profitability. A course may be canceled at our discretion if enrollment is below 15.
If we cancel a course we will notify you by email and/or phone, depending on the contact information we have for you. All registration fees will be refunded within 30 days of course cancellation.
Cancellation of Online Webinar or On-Demand Courses:
We may cancel an Online Webinar or On-Demand course at any time for any reason.
If we cancel a course we will notify you by email and/or phone, depending on the contact information we have for you. All registration fees will be refunded within 30 days of course cancellation.
Cancellation of Independent Study Courses:
An Independent Study course may be canceled prior to the initiation of the course for any reason and all registration fees will be refunded within 30 days of the cancellation. Once a course of Independent Study has begun, all efforts will be made to facilitate successful completion. In the rare event that this is not possible, all registration fees will be refunded within 30 days of course cancellation.
Refund Processing Policy:
If you paid by credit card we will refund your fees to that same card. Registrations paid by cash will be refunded by check. If you paid by check we will issue your refund by check once your funds have been deposited to our account. We will process all refunds within 30 days of the end of the course.
Please note: we are only obligated to refund registration fees and deposits related to course enrollment. We are not responsible for travel related or other expenses.