Program Fees, Refunds, Cancellation, and Complaint Resolution Policy

1. Purpose

This policy establishes clear guidelines regarding program fees, refunds, participant cancellations, and the review and resolution of complaints and disputes related to provider programs. The purpose of this policy is to ensure transparency, fairness, and consistency in program administration while protecting the rights and responsibilities of all participants.

2. Scope

This policy applies to all programs, services, courses, or activities offered by the Provider and to all enrolled or prospective participants.

3. Confidentiality

3.1 Participant Information

• Participant’s information received during registration will be maintained and protected securely, including but not limited to name, address, telephone number, email address, and financial information. 

3.2 Recordings

• Any recordings of training completed will ensure participants are not identifiable through name, image, or any other means without consent from participants. These recordings will not be used for future home study programs without participants consent if any of the aforementioned identifying information is present.

3.3 Confidentiality Breaches

• In the event of a breach of confidentiality, affected participants will be notified in writing within one week of the Provider becoming aware of the breach.

4. Program Fees

4.1 Fee Disclosure

• All program fees, including tuition, registration fees, materials, and any additional charges, will be disclosed to participants prior to enrollment.

• Fees will be published through official program materials, including websites, enrollment agreements, or program brochures.

4.2 Payment Terms

• Payment schedules, deadlines, and acceptable payment methods will be communicated in advance.

• Failure to meet payment obligations may result in suspension or termination of participation.

4.3 Fee Changes

• Program fees are subject to change; however, any changes will not affect participants who are already enrolled unless otherwise stated in writing and agreed upon.

4. Refund Policy

4.1 Eligibility for Refunds

Refund eligibility is determined based on the timing of a participant’s withdrawal or cancellation relative to the program start date.

• Prior to Program Start: Participants who cancel enrollment before the program begins may be eligible for a full or partial refund, minus any non-refundable administrative fees, as disclosed at registration.

• After Program Start: Refunds after the program has begun may be prorated based on participation to date or may not be available, depending on program-specific terms. 

4.2 Non-Refundable Fees

Certain fees, such as application, registration, or administrative fees, may be designated as non-refundable. Refunds are not available for any digitally downloadable products.

4.3 Refund Processing

• Approved refunds will be processed within a reasonable timeframe, typically within 30 days of approval.

• Refunds will be issued using the original method of payment whenever possible.

5. Participant Cancellation and Withdrawal

5.1 Voluntary Cancellation

Participants may cancel or withdraw from a program by submitting written notice to the Provider in accordance with program guidelines.

5.2 Provider-Initiated Cancellation

The Provider reserves the right to cancel or reschedule a program due to insufficient enrollment, instructor unavailability, or unforeseen circumstances. In such cases, participants will be notified promptly and may be offered a full refund or alternative options.

5.3 Effect of Withdrawal

Withdrawal from a program may impact refund eligibility, completion status, or access to program materials, as outlined in program-specific terms.

6. Complaint and Dispute Resolution Policy

6.1 Commitment to Fair Resolution

The Provider is committed to addressing participant complaints and disputes in a fair, timely, and respectful manner.

6.2 Informal Resolution

Participants are encouraged to first attempt to resolve concerns informally by contacting program staff or instructors. Many issues can be resolved quickly through open communication.

Audrey Gonzalez
audrey@unraveledconsulting.com
618-553-8621
807 W Highway 50, Suite 3, O’Fallon, IL 62269

6.3 Formal Complaint Process

If informal resolution is unsuccessful, participants may submit a formal written complaint that includes:

• The participant’s name and contact information

• A description of the complaint or dispute

• Relevant dates, program details, and supporting documentation

The individual may call 618-553-8621 or email audrey@unraveledconsulting.com regarding any complaints. 

6.4 Review and Response

• All formal complaints will be reviewed by designated personnel not directly involved in the issue, when possible.

• The Provider will acknowledge receipt of the complaint and although we do not guarantee a particular outcome, Audrey Gonzalez will consider the complaint, make any necessary decisions, and respond within one week of the complaint submission.

6.5 Resolution Outcomes

Resolutions may include clarification of policies, corrective actions, refunds (if applicable), or other remedies deemed appropriate based on the circumstances.

6.6 Recordkeeping

The Provider will maintain records of complaints and their resolutions in accordance with applicable laws and organizational policies.

7. Policy Availability and Updates

This policy will be published and made accessible to participants. The Provider reserves the right to update or revise this policy as necessary. Any material changes will be communicated to participants in a timely manner.

8. Contact Information

Questions regarding this policy, program fees, refunds, cancellations, or complaints should be directed to:

Audrey Gonzalez
audrey@unraveledconsulting.com
618-553-8621
807 W Highway 50, Suite 3, O’Fallon, IL 62269

9. Attendance

In the event that a participant does not fulfill attendance requirements to receive CE credit, the participant will not receive a certificate for CE credit for the program. There will be no credit for partial attendance. 

10. Enduring Materials

The Provider will ensure that enduring materials used for all programs remain current and will audit and update program materials as necessary prior to the program date, or at least once per year at the end of the year. 

11. Record Keeping

The Provider will ensure all necessary materials related to the program are stored according to NBCC established requirements. These records will be stored in a secure back up drive owned by The Provider. For a period of at least five (5) years, the Provider must maintain complete and accurate copies of the following records for each program offering NBCC credit: 

(a). A roster identifying all program participants; 

(b). A list of all live event program presenters, including the qualifications of each presenter, and an accurate description of the content presented by that presenter; 

(c). A list of all authors and presenters of home study programs, and an accurate description of the content presented by each author and presenter; 

(d). The program content description; 

(e). The attendee/participant evaluations; 

(f). The program promotional and marketing materials; and, 

(g). The program agenda and materials distributed to participants, including the learning objectives.

12. Disclosure or Use of Client Information in a CE Program

Participant information will not be disclosed by a presenter or participant unless proper informed consent has been obtained for use in a continuing education program. Composites of real life case examples may be used to provide examples or facilitate discussions while maintaining confidentiality.

13. ADA Accommodations

Participants may request reasonable accommodations from the provider in writing. Participants may call email audrey@unraveledconsulting.com to request accommodations. The Provider will evaluate the request and respond within one week. Provider requests participants reach out as soon as possible to ensure timeliness and consideration of requests.

14. Program Evaluations

15. Certificate of Completion

Program Information Publication Requirements. 

Concerning each qualifying program, the Provider must make the following information available to the public in a complete and accurate manner, unless the program is offered only as in-service training, in which case it should be available to participants: 

(a). Program registration requirements; - purchasing the workshop via squarespace shop

(b). Program content description and learning objectives; 

(c). The name and qualifications of each program presenter or author; Audrey Gonzalez, MS, LCPC 

(d). The number of NBCC hours offered for completion of the program; and, - 4

(e). The Provider contact information, including mailing address, telephone number, e-mail address, and Web site address. - 807 W Highway 50, suite 3, OFallon, IL 62269, 6185538621, audrey@unraveledconsulting.com, www.unraveledconsulting.com