Refund Policy

This Refund Policy applies to matchmaking, consulting, coaching, and related professional services provided through natali-koval.com (“we,” “us,” “our,” or the “Service Provider”).

Our services are professional, service-based services that require the investment of time, expertise, research, consultation, matchmaking work, coaching, administration, and other resources. Accordingly, fees paid for services already performed or earned are generally non-refundable, except as expressly provided below or required by applicable law.

1. Service Fees

Fees charged for matchmaking, consultations, interviews, coaching, personal search, introductions, advisory services, and other professional services compensate us for the time, expertise, and work involved in providing those services.

Once a service has been performed or a fee has been earned in accordance with the applicable service agreement, that amount is generally non-refundable.

2. Advance Payments and Deposits

Initial payments, deposits, matchmaking interview fees, consultation fees, and other advance payments may be applied toward services provided under the applicable service agreement.

If services are terminated before the agreed scope of work has been completed and a refund is applicable, we may calculate the value of services already provided, including professional time, consultations, research, matchmaking activities, administrative work, and any applicable expenses.

Any remaining unearned portion, where refundable under the applicable agreement or applicable law, will be returned to the Client.

3. Completed Services

If the agreed scope of services has been fully performed, the Client will generally not be eligible for a refund.

The fact that matchmaking services do not ultimately result in a relationship, engagement, or marriage does not by itself constitute grounds for a refund unless the applicable service agreement expressly provides otherwise.

4. Individual Matchmaking Agreements

Matchmaking services may be governed by a separate written agreement signed by the Client.

Where an individual service agreement contains specific provisions regarding payments, termination, refunds, success fees, or other financial terms, those provisions form part of the contractual relationship between the Client and the Service Provider and should be read together with this Refund Policy.

In the event of an inconsistency, the terms of the applicable signed service agreement will apply to the extent permitted by law.

5. Third-Party Costs

Payments made to third parties, including but not limited to partner agencies, attorneys, consultants, photographers, stylists, vendors, travel providers, payment processors, or other independent service providers, are subject to the refund and cancellation policies of those third parties.

We are not responsible for refunding amounts retained by independent third parties unless otherwise expressly agreed in writing.

6. Duplicate Charges and Payment Errors

A full refund will be provided for verified duplicate charges, incorrect charges caused by our technical or administrative error, or other payment errors for which we are responsible.

Please contact us promptly if you believe that you have been charged incorrectly.

7. Inability to Provide Services

If we are unable to provide a material part of the agreed services, we will review the circumstances and determine whether a refund is applicable.

Where appropriate, the value of services already performed, professional time invested, work completed, and applicable expenses will be deducted, and the remaining unearned amount will be refunded.

8. Success Fees, Referral Fees and Commissions

Any success fee, referral fee, brokerage fee, commission, or similar performance-based fee that has become due and has been earned in accordance with the applicable agreement is non-refundable, except where otherwise required by applicable law.

9. How to Request a Refund

All refund requests must be submitted in writing by email or letter and must include:

• the Client’s full name; 
• the service or agreement concerned; 
• the payment date and amount; 
• the reason for requesting the refund; and 
• any relevant supporting information. 

Submission of a refund request may result in the suspension of the services concerned while the request is reviewed.

10. Refund Method

Approved refunds will normally be returned using the original method of payment.

If a refund through the original payment method is technically unavailable or impracticable, the refund may be made by bank transfer or another mutually agreed method.

Any bank, intermediary, currency-conversion, or payment-processing charges that are outside our control may be deducted where permitted by law.

11. Administrative Charges

Where a refund is requested as a result of a Client’s error, change of instructions, or other circumstances attributable to the Client, an administrative fee of up to US $100 may apply to an approved refund, to the extent permitted by applicable law and the applicable service agreement.

12. Refund Processing Time

Once a refund has been approved, we aim to process it within 30–45 business days.

The time required for the funds to appear in the Client’s account may depend on the bank, card issuer, payment processor, or other financial institution involved.

13. Statutory Rights

Nothing in this Refund Policy is intended to exclude, restrict, or limit any consumer rights or refund rights that cannot lawfully be excluded or limited under applicable law.

Contact Us

If you have questions about this Refund Policy or wish to submit a refund request, please contact us using the contact information provided on natali-koval.com.