Mark Matousek Media LLC does not issue refunds on digital products (Personal e-Study Courses, Podcasts, Audio Books, eBooks) once the order is placed and the product is sent. The customer is responsible for understanding this upon purchasing any of these items from our site. However, we realize that technological difficulties can take place with regard to the delivery of our digital products.
Therefore, we do honor requests for refunds for the following reasons:
• Non-delivery of the product: due to some digital mailing issues encountered with your e-mail provider or your own mail server you might not receive a delivery e-mail from us. In this case we recommend contacting us for assistance. Claims for non-delivery must be submitted in writing within 3 days of the date of purchase, otherwise the product will be considered received and downloaded;
• Download and unzipping issues: Claims regarding such issues must be submitted to us in writing within 3 days of the date of purchase. If you do not contact us during this period, you agree that we will construe silence as a successful download of the product with no further right of redress or refund for a “download issue” reason. Failure to receive assistance for downloading or unzipping the delivered files within 3 days will result in the decline of a refund request;
• Major defects: although all of our products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted to us in writing within 3 days of the date of purchase. We keep the right to rectify the error or defect within 72 hours. If we fail to correct the defect within 72 hours from the date of the initial complaint, replacement of the product will be offered. A refund will only be issued to the customer if we are unable to deliver a defect-free version of the product within the 72 hour time frame;
• Product not-as-described: Clear evidence must be provided that the purchased product is not as it is described on the website with 3 days of the date of purchase. Complaints which are based on the customer’s false expectations or wishes are not honored. Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some third-party software (plug-ins, add-ons, modules, search engines, scripts, extensions, etc). We do not guarantee that our products are fully compatible with any third-party programs and we do not provide support for third-party applications.
Please send all requests to contact (at) markmatousek (dot) com. Be sure to include your name, the name of product in question, date of purchase, and contact information along with a detailed description of the issue.
There are no refunds for online classes once the online class begins. If for some reason you are unable to participate in your purchased online class, you will be allowed to choose another scheduled online class within one year of purchase. Refunds for cancellations of purchased online classes will be honored if the request is received in writing prior to the start date of the class. A $50 non-refundable deposit will be deducted from your refund.
Please send all cancellation requests to contact (at) markmatousek (dot) com.
Workshops and Retreats
Cancellations for workshops and retreats purchased through and sponsored by a third-party (retreat facility, school, organization or center) are subject to the cancellation policy of the third-party.
Workshops and retreats sponsored by and paid to Mark Matousek Media LLC are governed by the individual cancellation policy of each workshop or retreat which is outlined in the workshop or retreat materials. In most cases there is a non-refundable deposit for any cancellation prior to the start of the workshop or retreat. There may also be a refund schedule associated with a given workshop or retreat. In all cases there are no refunds once the workshop or retreat has begun.
For any questions regarding the cancellation policy of a specific workshop or retreat, email us at contact (at) markmatousek (dot) com.
Editorial services offered by Mark Matousek Media LLC are based on an hourly and/or project rate. This rate, payment schedule, and cancellation policy is agreed to by both parties in writing prior to the commencement of the service.