SERVICE LEVEL AGREEMENT, CUSTOMER SUPPORT, AND TERMS OF RESPONSE
All material on any of the websites owned and maintained by Sigrid van Heerwaarden is copyrighted and protected under Dutch and international copyright law. It is illegal and a violation of Dutch and international copyright laws to share any type of print or digital media files with others, use them outside of the limits of the stated policies, and post them on shared or accessible sites, especially when such activities are expressly and specifically forbidden by the copyright holder. You are expressly and specifically prohibited from sharing any print or digital media files with anyone, for any reason, posting them on any on-line site, including blogs or cloud-based environments, or otherwise distributing, sharing, or using them in any form whatsoever. The copy you purchase or have access to as part of a product, course, paid membership or free or paid program is for your personal use only and may not be shared or posted, as noted above, or used as part of a class, seminar, in any program, or with your clients. All file downloads are audited and monitored. If you choose to disregard our download sharing policy and share these files you will be charged the full price of the program and/or download, or not less than 100 euro, for every illegal file posting, share, or download, plus attorney fees and applicable Court Costs. We reserve the right to charge penalties based on the statutory limits as set by the Copyright Act, Title 17 of the US Code. We prosecute everyone who violates these policies to the fullest extent of the law. All content on this website is Copyright (c) 2019 by Sigrid van Heerwaarden. All rights reserved.
ROYALTY AND LICENSING AGREEMENTS
Should you be interested in utilizing any content that you find on this website or have accessed in a paid product, a Royalty and Licensing Agreement may be considered upon written request.
Please read this policy carefully as it explains how Sigrid van Heerwaarden addresses the issue of product returns, refunds, and credit card chargebacks. By accessing a purchase, downloading a file, or interacting with this website and completing a purchase you are legally agreeing to this refund policy and to abide by it.
Returns of any physical product are accepted only if the product is defective in some way. Each physical product shipped is inspected and warranted to be free from defects. In the event a product is defective, which is determined to be as described below for different product types that are sold on the Sigrid van Heerwaarden websites(s): CDs and digital products in hard copy format (not MP3 or downloads) a return is considered if product does not play, is blank, or is damaged in shipment and rendered unplayable. Upon your emailed or written request, a new product will be shipped to you using our standard mailing processes (Dutch first class domestic and international priority mail). We will only ship one replacement product for a defective product. If this still does not meet your satisfaction then your will be offered a digital version of the product for download or a credit to use towards another product in our store.
Digital products, which includes MP3 downloads and e-books, are not eligible for a refund under any circumstances. Replacement will be considered on a case-by-case basis. If you are unable to download your product please email email@example.com because your download failed, you missed the download deadline, or you were unable to download the file. You will receive a temporary link for an additional, one-time download. We do not offer technical support for download products, other than download instructions for PC and MAC users. You should refer to your owner’s guide for your personal digital media device, such as a phone, tablet, or iPad.
How refunds are administered
Refunds are provided in accordance with our stated refund terms and are processed within 3 to 5 business days of your request outside of the Dutch school holidays. The following policies govern refunds by product or service type: Consultations: Refunds for services such as individual consultations packages and readings are not provided under any circumstances. There are no exceptions to this policy.
Programs may include audio, video and pdf files, as well as individual and group coaching options. Once a program page has been accessed through payment or a contract has been signed he/she is considered as having participated in the program.
The start date being the date which is clearly communicated when paid for the program on the opt-in page, during a pre-Master Class and/or in the after purchase email.
We do not offer full refunds at the full price of any purchased programs. There are no exceptions
In case of cancellation between the four and two weeks before the start of the annual program, the participant shall be due 50% of the annual program amount
In case of cancellation within two weeks before the start of the annual program, the entire annual amount is payable.
If a participant prematurely terminates the program, no partial refunds of the annual amount shall take place.
Payment in instalments for the relevant program year must be paid in full. Only in case of serious illness which makes it impossible for the participant to continue the annual program (in the future) can a written partial refund 75% of the annual amount be requested for the remaining part of the program.
The judgement of SIGRID VAN HEERWAARDEN is decisive in this. If necessary,
certificates from a GP or medical specialist should be given.
If SIGRID VAN HEERWAARDEN decides to accept the application, 75% of the annual amount for the remaining part of the program will be refunded
In case of cancellation of the program by SIGRID VAN HEERWAARDEN a refund will take place for the part of the program in which you have not received the service
Downloads are monitored by user IP address on our servers and proof of download will be provided to customer if requested. Once files are downloaded they are considered to be purchased and all refund policies for digital files apply.
Digital and media file purchases will not be refunded as they are available as instant downloads and delivered after purchase. This also applies to programs that include downloadable media files, such as audios, videos, and .pdf documents, which are available to the purchaser for their use. Once a program is accessed and the files available, a purchase has been completed and the customer has access to the files. Purchase is considered to be complete and refunds are not provided on materials that the customer has received. There are no exceptions to our refund policy as it applies to digital media.
Refunds for Master Classes are not provided under any circumstances. Calls are recorded and those are available to all purchasers. If you do not download the recording prior to its expiration, which is clearly stated in the Master Class and its accompanying materials, you may request that the file be sent to you electronically or in hard copy at an additional charge. You should send all such requests to firstname.lastname@example.org
The charge that will appear on your credit card statement will be made to Sigrid van Heerwaarden. If you place a chargeback with your credit card company (on purpose or by mistake) for any order including recurring orders that you placed and received, there will be a 75 euro research fee charged to your account upon receiving the chargeback by our merchant provider to cover our investigative expenses to prove that you did make the purchase.
If you do not remember making the purchase – call the number on your statement next to the charge BEFORE calling your bank or submit a support request at email@example.com. You may call us at the number posted on our website if you have questions about your purchase.
Sigrid van Heerwaarden does not tolerate credit card fraud, and all fraud, without exception, will be prosecuted to the full extent of the law. In addition, we will pursue civil legal action seeking any loss of income related to the fraud, including business revenues, legal fees, research costs, employee down time and loss of revenues.
Sigrid van Heerwaarden considers credit card chargebacks to be fraud if you have made no reasonable effort to work with us to resolve any problems with your purchase. All chargebacks require extensive administrative time to process and take them away from our usual and customary matters of conducting normal business, as they are time intensive, therefore:
You agree that if you, the buyer, choose to do business with Sigrid van Heerwaarden and you file a chargeback with your credit card company, and you do not win the charge back argument, you agree to pay us 75 euro for our time spent responding to the credit card company to resolve this matter. We are obligated to respond to and resolve every chargeback.
You, the buyer authorize us to charge the amount of your purchase to your credit card. If this charge is rejected, Sigrid van Heerwaarden will pursue legal action to recoup losses for our time associated with responding to the charge back in addition to any other fees explained above. You agree to reimburse us or any representative we may appoint for any legal expenses your actions may make us incur. We take fraud seriously. If any provision of this Agreement is deemed illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect. The waiver of a breach hereunder does not waive any other or subsequent breach.
In the event that you win the charge back with your credit card company, and have not submitted a ticket to our support site prior to issuing Sigrid van Heerwaarden will attempt to recover a research fee plus additional costs via a third-party collection agency and your account will be reported to all credit bureaus as a delinquent collection account. This may severely damage your credit rating for at least the next seven (7) years.
Customers who initiate chargebacks are removed from our customer lists and blocked from further purchases from our websites. Any person who violates the terms and conditions of our business policies, as stated and defined here, are also removed from all customer and mailing lists and blocked from making further purchases on our websites.
Note: The customer must attempt to contact us via email or any existing ticket system before attempting a chargeback.
THERE ARE NO EXCEPTIONS TO THIS POLICY!
None of our products or services is accompanied by any guarantee of results. We cannot guarantee results for any customer or client because that is entirely dependent on their level of commitment and desire for change. Any stated or posted testimonials for results have come from customers, students, and clients who have completed sessions, work, or programs with Sigrid van Heerwaarden and reported their unique, individual results. Under no circumstances do we guarantee or state that these results can be replicated by others. Transformation, success, and life changes require a high level of commitment, discipline, and desire and those are up to the individual to implement in their lives. Our services and products are not to be considered a replacement for mental or medical advice or services.
Any questions about, mailing practices, refunds, returns, chargebacks or interactions with this website should be directed to us at firstname.lastname@example.org or in writing and mailed to our office address:
Sigrid van Heerwaarden
8932 GX LEEUWARDEN
Telephone: 0031 642565209
Effective date: May 24, 2018
Last update: March 5, 2020