Refund & Rescheduling Policy

This Policy explains how cancellations, refunds, rescheduling requests, and Corporate Session Credits are handled by Brain Backend Platform, LLC.

For an ACH or wire payment, “payment confirmation time” means the time cleared funds in the full invoiced amount are credited to the Company’s designated account. For card or other payment methods, “payment confirmation time” means the time the payment provider confirms successful payment. For an unconfirmed Corporate Session Credit, refund eligibility is based on the payment confirmation time as provided below.

For purposes of this Policy:

Capitalized terms not defined in this Policy have the meanings given in the Terms & Conditions.

The standard two-condition refund formula in the Refund Eligibility section applies once a Session has been confirmed. An unconfirmed Corporate Session Credit is governed by the separate rule stated in the Corporate Session Credits and Participant Substitution subsection.

For ordinary cancellations requested by the Purchaser after a Session has been confirmed, a refund is available only when both of the following conditions are met simultaneously:

For purposes of this Policy, a Session begins when the Company begins providing the scheduled live Session, including the setup portion of the Session.

The right environment and participation conditions are essential to the Core Charge. The Company explains these requirements before the Session and guides the Participant through setup, confirming that the necessary conditions are in place before beginning the Core Charge. Once those conditions are confirmed, the Company provides the full 30-minute Core Charge, unless the Participant chooses to stop or the Session is interrupted or terminated in accordance with the Terms & Conditions. The Participant must follow these instructions and maintain the required conditions throughout the Core Charge.

The Company will communicate the required preparation conditions before the Session and give the Participant a reasonable opportunity to meet them. If an issue is identified during setup, the Company will explain what needs to be adjusted and help the Participant address it before beginning the Core Charge.

A failure by the Company to communicate a required condition or carry out the agreed setup guidance will not be treated as a Participant failure. The Participant remains responsible for providing accurate information, following the instructions, and maintaining the confirmed conditions.

Once a Session has begun or any portion of the Session has been provided, the Session is generally non-refundable. This rule does not override the Company’s obligations or the Purchaser’s refund rights for undelivered Service under Sections 10, 14, and 15 of the Terms & Conditions, or rights required by applicable law.

For a Session paid for by the Participant, the Participant as Purchaser may request an eligible refund.

For a Session paid for by a Corporate Purchaser, the Corporate Purchaser or its Authorized Representative may request an eligible refund.

A Participant who is not the Purchaser may cancel, decline, or notify the Company that the Participant will not participate, but may not direct the Company to issue or redirect the Corporate Purchaser's funds.

Any approved refund will be issued to the original Purchaser through the original payment method or another method agreed in writing with the original Purchaser.

Before a Session is confirmed, a Corporate Purchaser holding one or more unconfirmed Corporate Session Credits may request a refund only within 72 hours after the applicable payment confirmation. The requirement that the Session be more than 24 hours away does not apply because no Session start time has yet been confirmed. Each Corporate Session Credit remains subject to the Session type identified in the applicable Order Form.

After the 72 hour period, the unconfirmed Corporate Session Credits are non-refundable but remain usable by the Corporate Purchaser for eligible and approved Participants, subject to the Session type identified in the applicable Order Form, until the applicable credits expire.

For ordinary cancellations of a confirmed Session, no refund will be issued if either time-based condition is not met, unless an accepted Order Form expressly states a different rule or applicable law requires otherwise. These deadlines do not limit remedies or refund rights for undelivered Service under Sections 10, 14, and 15 of the Terms & Conditions.

Ordinary cancellation refund decisions are based on the applicable time-based conditions above, subject to exceptions expressly stated in this Policy, an accepted Order Form, or applicable law.

Where the Company has provided the Session as agreed, personal satisfaction, the intensity or absence of subjective sensations, and differences from personal expectations do not, by themselves, establish refund eligibility. This does not limit the Company’s preparation obligations under Section 7 or remedies and refund rights for undelivered Service under Sections 10, 14, and 15 of the Terms & Conditions.

A Corporate Purchaser may purchase one or more Corporate Session Credits before Participants are finally designated or have accepted the Participant provisions of the Terms & Conditions. Each Corporate Session Credit applies only to the Session type identified in the applicable Order Form. Payment does not bind a proposed Participant, require that person to participate, or create a confirmed Session.

A Corporate Session Credit identified for First Entry may be used only for an eligible first time Participant. A Corporate Session Credit identified for Standard Private Entry may be used only for an eligible Participant who has completed First Entry. Corporate Session Credits may not be combined or converted to obtain a different Session type.

If a proposed Participant declines, is determined to be ineligible, is not approved by the Company, or does not accept the Participant provisions before booking confirmation, the Corporate Purchaser may designate another proposed Participant who is eligible for the same Session type identified in the applicable Order Form.

Each proposed Participant must independently satisfy all request, eligibility, acceptance, and participation requirements. Each designation requires the Company’s approval.

Subject to the refund eligibility rules above, no refund is owed solely because a proposed Participant declines, is ineligible, is not approved, or does not accept the Participant provisions. The amount paid remains available as one or more unexpired Corporate Session Credits that the Corporate Purchaser may use for eligible and approved Participants, subject to the Session type identified in the applicable Order Form.

A change in the proposed Participant does not change the Session type, quantity, price, payment date, or expiration date identified in the applicable Order Form.

Unless an accepted Order Form expressly states another period, each Corporate Session Credit expires 12 months after the payment confirmation applicable to that credit, subject to any extension under Section 5.3 of the Terms & Conditions.

The Company will send a reminder before a Corporate Session Credit expires. If the Corporate Purchaser requests scheduling before expiration but the Company cannot offer a suitable time agreed with an eligible and approved Participant, the Company will extend the affected credit for a reasonable period to allow scheduling.

This extension does not apply where the delay is caused by the Corporate Purchaser’s failure to designate an eligible Participant, complete the required acceptance steps, or respond to reasonable scheduling communications.

After the applicable expiration date, including any approved extension, an unused Corporate Session Credit is non-refundable except where applicable law requires otherwise.

Before booking confirmation, the Corporate Purchaser may request a refund only within 72 hours after the applicable payment confirmation, subject to nonrecoverable payment processing fees. After booking confirmation, the standard refund and rescheduling conditions in this Policy apply.

The table below illustrates ordinary cancellation refund rules for confirmed Sessions and unconfirmed Corporate Session Credits. It does not address Company-side non-delivery, force majeure remedies, approved credit extensions, accepted Order Forms that expressly state different rules, or rights required by applicable law.

The examples below illustrate how the Corporate Session Credits and Participant Substitution subsection applies before a Session is confirmed.

The following situations do not, by themselves, establish refund eligibility. They do not override the Company’s preparation obligations under Section 7, remedies and refund rights for undelivered Service under Sections 10, 14, and 15, or the rescheduling exception process under Section 12 of the Terms & Conditions. Different rules expressly stated in an accepted Order Form and rights required by applicable law remain unaffected.

Designating or substituting a proposed Participant before booking confirmation is not a rescheduling request. It does not reset any payment date, change the Session type or quantity identified in the applicable Order Form, extend any applicable Corporate Session Credit expiration date, or create a refund right.

Under the ordinary rescheduling rules, after booking confirmation, the Participant or Purchaser may request one reschedule, free of charge, provided the request is submitted more than 24 hours before the scheduled Session start time.

Requests made within 24 hours of the Session start time, no-shows, and requests for an additional reschedule are not ordinarily eligible. An exception may be considered through the process below.

Unexpected illness, emergencies, or technical disruptions may be considered for an exception to the ordinary rescheduling rules. The Participant or Purchaser should contact the Company as soon as reasonably possible and explain the circumstances.

The Company will review the request individually, taking into account the circumstances, when notice was received, whether the Core Charge has begun, and scheduling availability. The Company may approve an additional or late reschedule, but approval is not guaranteed.

An approved exception does not reset the refund deadline, automatically create refund eligibility, or establish an entitlement to future exceptions. This process does not limit the Company’s obligations under Sections 7 and 10 or remedies applicable under Section 14 of the Terms & Conditions.

Rescheduling does not change the identity of the original Purchaser or give a Participant who is not the Purchaser a right to receive or redirect a refund.

If Brain Backend Platform, LLC cancels a confirmed Session before the Session begins for an operational reason within the Company’s reasonable control, the original Purchaser may choose one of the following remedies:

If a material disruption originating from the Company’s systems or conduct prevents delivery of the agreed Session after it has begun, the Company will provide a reasonable remedy and discuss the available options with the Participant and, where payment is affected, the Purchaser.

The remedy may include completing the interrupted portion at a mutually agreed time or providing a replacement Session at no additional charge. If the Company cannot deliver the remaining agreed Service within a reasonable period agreed with the Participant, the Company will refund the Purchaser for the undelivered portion. If no Core Charge has been provided and the Company cannot arrange delivery within that period, the Purchaser may choose a full refund.

This provision concerns failure to deliver the agreed Service. It does not create refund eligibility based solely on subjective experience, satisfaction, or expectations.

A refusal, postponement, discontinuation, or termination attributable to Participant or Purchaser conduct, impairment, false information, ineligibility, nonpayment, violation of the Terms & Conditions, or failure to meet or maintain requirements communicated before the Session does not automatically qualify for the Company-side remedies above.

A failure by the Company to communicate a required condition or carry out the agreed setup guidance will not be treated as a Participant failure. Refusal or termination not attributable to the Participant or Purchaser is governed by Section 15 of the Terms & Conditions.

Events beyond the Company’s reasonable control are governed by Section 14 of the Terms & Conditions. Where such an event prevents delivery of a confirmed Session, the Company will notify the affected parties as soon as reasonably practicable and discuss a reasonable resolution. This may include rescheduling, preserving the payment as a credit with a reasonable validity period, or a refund for undelivered Service. If delivery cannot be arranged within a reasonable period agreed with the Participant, the Purchaser may request a refund for the undelivered Service.

The Company will not be liable for additional expenses, losses, or indirect damages arising from a Company initiated cancellation or disruption, except where applicable law requires otherwise.

This Refund & Rescheduling Policy is the primary basis used to determine whether a cancellation, refund, or rescheduling request can be granted.

However, an Order Form issued by the Company and accepted by a Corporate Purchaser may expressly state a different refund or rescheduling rule for that specific corporate purchase. If an accepted Order Form does not expressly state a different rule, this Policy controls refund and rescheduling issues.

If information on the website, FAQ, emails, marketing materials, or booking pages differs from this Policy, this Policy controls unless an accepted Order Form expressly states a different rule for the specific corporate purchase.

No verbal statement, informal communication, or general description of the Session modifies the refund or rescheduling conditions unless the Company expressly confirms the modification in writing.

This Policy does not override the Company’s preparation obligations under Section 7, remedies and refund rights for undelivered Service under Sections 10, 14, and 15, or the Company’s ability to approve rescheduling exceptions under Section 12 of the Terms & Conditions.

Nothing in this Policy limits any non-waivable consumer right under applicable law.