Refund Policy

Last updated: May 15, 2024

Overview

At Energy Efficiency Initiative, we are committed to ensuring your satisfaction with our services, programs, workshops, and resources. This Refund Policy outlines the conditions under which we offer refunds for purchases made through our website or directly with our organization.

We strive to maintain high standards of quality and service. However, we understand that there may be circumstances where a refund is warranted. This policy aims to provide clear guidelines regarding refund eligibility, process, and timeframes.

Refund Policy for Paid Services

Consulting Services

For energy efficiency consulting services:

  • Prior to service commencement: Full refund if cancelled at least 7 business days before the scheduled service date.
  • 3-6 business days before service: 75% refund of the total amount paid.
  • 1-2 business days before service: 50% refund of the total amount paid.
  • Day of service or after service has begun: No refund will be provided unless there are exceptional circumstances as determined by our management team.

Workshops and Training Programs

For workshops, training sessions, and educational programs:

  • 14+ days before event: Full refund minus a £15 administrative fee.
  • 7-13 days before event: 70% refund of the registration fee.
  • 3-6 days before event: 50% refund of the registration fee.
  • 0-2 days before event: No refund will be provided.
  • Transfers: You may transfer your registration to another person at no additional cost if you cannot attend. Please notify us at least 48 hours in advance with the new attendee's details.

Digital Products and Resources

For downloadable guides, templates, and other digital resources:

  • Before download: Full refund if requested prior to downloading or accessing the digital content.
  • After download: Due to the nature of digital products, we generally do not offer refunds once the content has been downloaded or accessed. However, if you experience technical issues or find the content to be substantially different from its description, you may request a refund within 7 days of purchase.

Membership Subscriptions

For our community membership subscriptions:

  • Monthly memberships: No partial refunds for the current billing month. You may cancel at any time, and your membership will remain active until the end of the current billing period.
  • Annual memberships: Prorated refund based on the unused portion of your membership if cancelled within the first 30 days. After 30 days, no refunds will be provided for the remaining subscription period.

Conditions for Refund

Refunds may be granted under the following circumstances:

  • The service or program was cancelled by Energy Efficiency Initiative (full refund)
  • Significant changes were made to the program or service after your purchase that materially alter what was originally offered
  • Technical issues prevented you from accessing or using a digital product or online service
  • The service provided was substantially different from what was advertised
  • Exceptional personal circumstances (e.g., medical emergencies) prevented participation (documentation may be required)

Non-Refundable Items

The following are generally not eligible for refunds:

  • Services that have been fully delivered
  • Digital products that have been downloaded, accessed, or used
  • Custom or personalized services specifically designed for your needs
  • Donations to our community initiatives or nonprofit activities

Refund Process

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact us at refunds@energyefficiency.org or call +44 0184 285471
  2. Provide your full name, email address, and order/transaction reference number
  3. Explain the reason for your refund request
  4. Include any relevant documentation that supports your request (if applicable)

Processing Timeline

We will review all refund requests promptly:

  • Acknowledgment of your request will be sent within 2 business days
  • Refund decisions will typically be made within 5-7 business days
  • Approved refunds will be processed within 10 business days of approval

Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

  • Credit/debit card payments: Refunded to the original card (please note that it may take 5-10 business days for the refund to appear on your statement, depending on your card issuer)
  • Bank transfers: Refunded to the originating bank account
  • PayPal: Refunded to your PayPal account

Cancellations by Energy Efficiency Initiative

If we need to cancel a service, program, or event, we will:

  • Notify all registered participants as soon as possible
  • Offer the option of rescheduling to a future date (if applicable)
  • Provide a full refund if rescheduling is not possible or not desired
  • In some cases, offer an alternative service or program of equivalent value

Exceptions to Standard Policy

We understand that exceptional circumstances may arise. In cases of:

  • Medical emergencies: With appropriate documentation, we may extend refund eligibility beyond standard timeframes
  • Natural disasters or severe weather events: Flexible arrangements will be made for those affected
  • Technical failures on our part: Full refunds will be provided if our systems prevented service delivery

Each exception will be reviewed on a case-by-case basis. Please contact our customer service team as soon as possible if you believe your situation warrants special consideration.

Partial Refunds and Credits

In some cases, we may offer:

  • Partial refunds if only a portion of a service was unsatisfactory
  • Service credits that can be applied to future purchases instead of monetary refunds
  • Alternative services or resources of equivalent value

These options will be discussed with you during the refund request process, and you will have the opportunity to accept or decline these alternatives.

Grant-Funded and Subsidized Services

For services provided through government grants or subsidized programs:

  • Special refund conditions may apply based on the requirements of the funding source
  • In some cases, cancellation fees may be waived for eligible low-income participants
  • Documentation may be required to process refunds for grant-funded services

Please inquire about specific conditions for subsidized programs at the time of registration.

Contact Information

If you have questions about our refund policy or need assistance with a refund request, please contact us at:

Energy Efficiency Initiative
4 Green Court
Port Jasonland
HR9 7XU
United Kingdom

Phone: +44 0184 285471
Email: refunds@energyefficiency.org
Hours: Monday-Friday, 9am-5pm GMT

Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The date of the most recent revision will appear at the top of this page. It is your responsibility to check our website periodically for changes.