SERVICE LEVEL AGREEMENT, CUSTOMER SUPPORT, AND TERMS OF RESPONSE
While we do our best to resolve issues, those situations that are caused through a customer’s actions, such as unsubscribing from a list, not reading instructions, not adding our email address to their mailbox as instructed so emails are received, or incomplete purchases, including ignoring download time limits, can sometimes not be resolved to the customer’s satisfaction.
All material on any of the websites owned and maintained by Optima Communications Inc. and Lisa Bjerke is copyrighted and protected under Canadian and international copyright law. It is illegal and a violation of Canadian and international copyright laws to copy, share or distribute any type of print, audio or digital media files with others, use them outside of the limits of the stated policies, and post them on shared or accessible sites such as Dropbox, iCloud, Amazon AWS, Google etc. Such activities are expressly and specifically forbidden by the copyright holder. Violators will be prosecuted.
You are expressly and specifically prohibited from copying, sharing or distributing any print, audio or digital media files with anyone, for any reason, posting them on any online website, including blogs or cloud-based environments, or 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, copied or posted or used as part of a training session with clients, course, workshop, seminar or included in any program you may offer. All file downloads are audited and monitored. Violators will be prosecuted.
If you choose to disregard our copyright and download sharing policies and share these files you will be charged the full price of the program and/or download and a $1000.00 CDN fine for every illegal copy, file posting, share, or download, plus attorney fees and applicable Court Costs. We prosecute everyone who violates these policies to the fullest extent of the law. Additional fines as per national and international copyright law will apply for any and all copyright infringements.
All content on this website is Copyright (c) 2004-2018 by Optima Communications Inc. 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.
TERMS AND CONDITIONS FOR ONLINE SALES
All prices are listed in Canadian dollars. Applicable tax and shipping charges are added. All orders are processed through Square Merchant Services. You will be emailed an order confirmation and receipt once the transaction is processed. The ACE Program™ (book & cds) and ACE PAK™ are shipped within Canada via Canada Post. Canada Post estimates that products will arrive within 2 to 5 business days depending on where in Canada the product is shipped. If you do not receive your product within 8 business days, please contact email@example.com.
The ACE Program™ (book & cds) and ACE PAK™ will be shipped internationally through Canada Post Air Mail. Canada Post estimates that products will arrive within 2-4 weeks depending on where the product is shipped. If you do not receive your product within 5 weeks, please contact firstname.lastname@example.org.
Please read this policy carefully as it governs how Optima Communications Inc. addresses the issue of product returns, refunds, and credit card chargebacks. By accessing a purchase, purchasing a membership, 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 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 damaged or defective, which is determined to be as described below for different product types that are sold on optimacomm.com websites.
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 (Canada Post regular 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, if available.
Digital products, which includes MP3 and wave file 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 smart phone, tablet, or iPad. To successfully open your ACE eBook, you may need to download an eBook reader to view the eBooks. For example, Adobe Digital Editions 4.5 or later or Google Chrome Readium. We do not offer technical support to open and view your eBook on an eBook reader. Due to the large size of our eBooks we recommend downloading and opening your eBook on your computer.
How refunds are administered
Refunds are provided in accordance with our stated refund terms and are processed within 10 business days of your request. The following policies govern refunds by product or service type:
Assessment, Training, Coaching and Consultation Services: Refunds for services such as assessment, coaching, consultation, or individual or group training sessions are not provided under any circumstances. There are no exceptions to this policy.
Membership Programs: Membership Programs such as acetraining.online are paid in full when joining. Once the first ACE™ Training Module is delivered, a member is considered as having participated in the Program. If you decide to cancel your membership, please provide written notice within the first 10 days of the training program to firstname.lastname@example.org. You will receive a refund for your membership, minus a $150.00 CDN fee. This fee is based on the prorated cost of two ACE™ Training Modules.
If you enrolled in the program and decide to withdraw before the course start date, you will be refunded your course fee minus a $75.00 CDN administration fee. Spaces are limited in each course, and withdrawals prevent others from participating. To receive a refund, please send written notification of your intention to withdraw to email@example.com. Notification to withdraw must be received a minimum of five business days prior to the course starting.
Downloads: Downloads are monitored by Order # and 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. The 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.
Please contact us at firstname.lastname@example.org with any additional questions related to refunds.
The charge that will appear on your credit card statement will be made to Optima Communications Inc. If you place a chargeback with your credit card company (on purpose or by mistake) for any order there will be a $75.00 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. There are no exceptions to this policy. If you do not remember making the purchase – call the number on your statement next to the charge before contacting email@example.com
Optima Communications Inc. 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.
You, the buyer authorize us to charge the amount of your purchase to your credit card. If this charge is rejected, Optima Communications Inc. 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.
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 before attempting a chargeback. There are no exceptions to this policy.
Our products and services are not accompanied by a guarantee of results. We cannot guarantee results for any customer, client, or workshop participant because that is entirely dependent on their level of commitment and amount of time dedicated to practicing the recommended objectives, skills or strategies. Any stated or posted testimonials for results have come from customers and clients who completed workshops, coaching sessions or training programs with Lisa Bjerke and Optima Communications Inc. and reported their individual experience and progress.