Insula LLC
a California limited liability company doing business as Imcy
California Secretary of State file no. B20260266445
4653 Carmel Mountain Rd, Ste 308 PMB 1106, San Diego, California 92130-6650, USA
support@imcy.world

PAYMENT, PACKAGE AND REFUND POLICY

One public refund policy that Imcy applies for its own Matching Service and, as agent, for every Coach's Sessions

Version. Draft 2 · November 7, 2026 (replaces Draft 1 of November 6, 2026, which with 1.3 replaced the Booking and Refund Policy Draft 2; the Intro is now Imcy's Matching Fee)

Effective date. 10 November 2026. Last updated. 10 November 2026.

Related documents. 1.1 Client Platform Terms; 1.3 Cancellation, Rescheduling and No-show Policy; the Coach's Coaching Services Agreement; Coach Agency and License Agreement v7 (clause 2.8)

CONTENTS

Article 1 Who you pay and who owes a refund

Article 2 The Matching Fee

Article 3 Single Sessions

Article 4 Packages

Article 5 Switching Coaches

Article 6 If a Coach leaves or stops working

Article 7 How refunds are paid

Article 8 Chargebacks

Article 9 Your statutory rights

Article 10 Automatic renewal

Annex: Model withdrawal form (EU and UK consumers)

This Policy, together with the 1.3 Cancellation, Rescheduling and No-show Policy, forms the "Booking and Refund Policy" referred to in each Coach's Coach Service Terms and in Imcy's agreements with coaches. Words defined in the 1.1 Client Platform Terms have the same meaning here.

1. WHO YOU PAY AND WHO OWES A REFUND

1.1 The Matching Fee. You pay Imcy the Matching Fee for Imcy's own Matching Service. Imcy is the provider of that service and owes any refund of the Matching Fee. This is the only refund Imcy owes as provider. The Intro Call itself is free, so no payment or refund arises from it.

1.2 Coaching Sessions and Packages. You pay Imcy as the Coach's agent. The Coach is the provider and owes any refund of Coaching Sessions and Packages. Imcy processes those refunds on the Coach's behalf from money it holds for the Coach, so you deal with Imcy for every refund.

2. THE MATCHING FEE

2.1 Price. The Matching Fee is USD 45, paid when you ask for the Matching Service. It pays for Imcy's matching and booking, not for the Intro Call, which the Coach gives free of charge.

2.2 If you cancel. You receive a full refund of the Matching Fee if you cancel before Imcy has proposed a Coach, or at least 24 hours before the Intro Call. If you cancel later, or do not attend the Intro Call, the Matching Fee is not refunded, unless the reason was an emergency we accept or the law requires otherwise, including your EU and UK rights in article 9.

2.3 If Imcy or the Coach cancels. You receive a full refund of the Matching Fee if Imcy cannot propose a suitable Coach, or if the Coach cancels or does not attend the Intro Call and Imcy cannot offer another suitable Coach within a reasonable time. You may instead choose a new time or a different Coach.

2.4 After the Intro Call. The Matching Fee pays for Imcy's matching and booking. It is kept separate from the price of Coaching Sessions and Packages: it is not credited against single Sessions or Packages, and it is not refunded because you decide not to book Sessions with the proposed Coach.

3. SINGLE SESSIONS

3.1 When payment is taken. A single Coaching Session is paid in full when you book it.

3.2 If the Coach cancels. If the Coach cancels or does not attend, you choose a new time at no extra cost or a full refund of that Session.

4. PACKAGES

4.1 What a Package is. A Package is a fixed number of Coaching Sessions with one Coach at a package price, shown before you pay.

4.2 No expiry date. Packages have no expiry date. Unused Sessions stay available until you use them.

4.3 Refund of unused Sessions within 30 days. Unused Sessions in a Package are refunded if you ask within 30 days of buying the Package. After that, unused Sessions are not refunded in money, but they stay available and their value may be moved to another Coach under article 5.

4.4 When unused Sessions are always refunded. Unused Sessions are refunded at any time if the Coach stops working with you or through Imcy (article 6), if Imcy cannot offer you a suitable Coach, if a Session was not delivered properly, or if the law requires it.

4.5 How the refund is calculated. Each unused Session is refunded at the per-Session package price: the price you actually paid for the Package divided by the number of its Sessions. Sessions already held are not recalculated at a higher single-Session price, and neither the Coach's nor Imcy's fee is deducted for Sessions that were not held.

5. SWITCHING COACHES

5.1 Moving unused Sessions. You may ask to move to another Coach at any time. With your consent, the value of your unused Sessions (not their number) is moved to the new Coach, at that Coach's prices. You accept the new Coach's Coaching Services Agreement before the first Session.

5.2 No information passed on. Your former Coach does not pass any information about your Child to the new Coach without your written consent.

6. IF A COACH LEAVES OR STOPS WORKING

6.1 Your choice. If your Coach stops working with you or leaves the Platform, Imcy tells you promptly and you choose either a full refund of the unused Sessions, or a transfer of their value to another Coach under article 5.

6.2 Timing. If you do not choose within 30 days of Imcy's message, the unused Sessions are refunded.

7. HOW REFUNDS ARE PAID

7.1 Method and timing. Refunds are paid to the original card through Stripe within 10 business days of your request or of the event that triggers the refund. Your bank may take longer to show the credit.

7.2 No deductions. No administration, agency, card-processing or Stripe fee is deducted from any refund. Any amount kept back under this Policy is explained to you in writing.

7.3 Currency. Refunds are made in US dollars, the currency you paid in. If your card is in another currency, your bank converts the refund at its own rate, which may differ from the rate on the day you paid. Imcy is not responsible for that difference.

7.4 How to ask. Ask your Coach or write to support@imcy.world. You do not need to give a reason within the 30-day period.

8. CHARGEBACKS

8.1 Ask Imcy first. Please contact support@imcy.world before disputing a payment with your bank. Most problems are solved faster directly.

8.2 Evidence. If you dispute a payment, Imcy may give the card network and Stripe the evidence needed to respond: your acceptance of these Terms and of the Coach Service Terms, the booking and Session records from Acuity, and relevant messages with you. Imcy never shares information about your Child, because it holds none.

9. YOUR STATUTORY RIGHTS

9.1 EU and UK: 14 days to cancel. If you live in the EU or the UK, you may cancel your Coach's agreement, or Imcy's Matching Service, within 14 days of booking without giving a reason. You can use the "Withdraw from contract here" button on the withdrawal page at https://imcy.world/withdraw, send any clear statement to support@imcy.world, or use the model form in the Annex. Imcy confirms receipt by email without delay.

9.2 Starting early. If you ask for Sessions, or for the Matching Service and the Intro Call, to take place within the 14 days, you will be asked to confirm that request. If you then cancel, you pay for Sessions already held and, for the Matching Service, a proportionate amount for the matching already done; the rest is refunded within 14 days. Once the Intro Call has been held at your express request, the Matching Service is fully performed and can no longer be cancelled under this right.

9.3 Australia. If you are in Australia, our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services are provided with due care and skill. Nothing in this Policy limits them.

9.4 Other mandatory rights. Nothing in this Policy limits any right you have under the mandatory consumer law of the place where you live.

10. AUTOMATIC RENEWAL

10.1 No automatic renewal. Packages and Sessions do not renew automatically, and Imcy never charges your card again without a new booking by you.

10.2 If this changes. If Imcy ever offers a subscription or automatically renewing Package, it will first show the renewal terms clearly at checkout, obtain your express consent, send a confirmation and reminders, and let you cancel online at any time, as California's automatic renewal law (Business and Professions Code sections 17600 to 17606) and similar laws require.

ANNEX: MODEL WITHDRAWAL FORM (EU AND UK CONSUMERS)

(Complete and return this form only if you wish to withdraw from the contract.)

To: [Coach's name], c/o Imcy, 4653 Carmel Mountain Rd, Ste 308 PMB 1106, San Diego, California 92130-6650, USA, support@imcy.world (for the Matching Service: Insula LLC d/b/a Imcy, same address)

I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following service: