Refund Policy

This Refund Policy explains when refunds, exchanges, and cancellations are available for products and services purchased from Proaño Development through proanotherapy.com. It is part of our Terms & Conditions.

All purchases and bookings are subject to this Refund Policy. By making a purchase or booking a service, you acknowledge that you have read, understand, and agree to the terms herein. To ask for a refund, email karla@proanotherapy.com with your name and order number.

At a glance

Product or service	Refund available?	Time limit
Digital kits and guides (PDF)	Only for a duplicate purchase or a file that doesn’t work	14 days
Connection First online course	Yes, if you completed no more than 1 lesson	7 days
Individual sessions	Yes, if you cancel at least 24 hours before	Before the session
Session packages	Yes, for unused sessions	90 days from purchase
REPAL Developmental Profile	Yes, before the observation takes place	Before the observation
Workshops, trainings, and talks	As stated in your written agreement	Per agreement
Printed books	Yes, unused and in original condition	14 days

1. Digital products (kits and guides)

Our REPAL™ kits and guides are digital files delivered instantly, so all sales are final once the files are available for download. We will gladly help, or refund you, if:

• you bought the same item twice by mistake;
• a file is damaged or will not open, and we cannot send you a working copy;
• you bought the wrong edition or language and have not downloaded it yet. In that case, we can also exchange it.

Please contact us within 14 days of purchase.

Upgrading to the course: if you bought the Family Complete Collection and then join the Connection First course within 60 days, we will credit what you paid for the collection toward the course.

2. Online course: Connection First / Primero la conexión

You can ask for a full refund within 7 days of purchase if you have completed no more than one lesson. After 7 days, after more than one lesson, or once a Certificate of Completion has been issued, the course is non-refundable. When a course is refunded, access to the course and its downloads ends.

3. Sessions and coaching

• Cancel or reschedule at least 24 hours before your appointment for a full refund or a free reschedule.
• Late cancellations (less than 24 hours) and missed appointments are charged in full. We understand that emergencies and illness happen with young children; contact us, and we will do our best to reschedule.
• If we need to cancel, you may choose between a full refund (for unused sessions) or a new time.
• Session packages: unused sessions can be refunded within 90 days of purchase. Sessions already held are charged at the regular single-session price, and the difference is refunded.

4. REPAL Developmental Profile

The Profile has three steps: parent interview, play observation, and feedback meeting.

• Before the play observation: full refund, minus $100 if the parent interview has already taken place.
• After the play observation: non-refundable, because the observation and the written report are already in progress.

5. Workshops, trainings, and talks

For schools, centers, and events, cancellation and refund terms are set in your written agreement or invoice. If none are stated, cancellations made at least 14 days before the date receive a full refund; later cancellations can be rescheduled once within 6 months.

6. Printed books

Unused books in their original condition can be returned within 14 days of delivery. Return shipping is paid by the buyer. Refunds will be made for the original price of the item and any associated tax, less shipping and a 15% restocking fee to cover the cost of handling, inspection, reconditioning, and preparation for resale. Books used or otherwise damaged and returned are not eligible for a refund.

If your book arrives damaged, we will gladly replace or refund your order. To help us file a claim with the shipping carrier, please contact us with your order information within 48 hours of delivery with the following:
• Clear photos of the damaged book.
• Clear photos of the outer shipping box or envelope (showing the shipping label).
• Clear photos of the interior packaging materials.
Please do not discard the book or any packaging materials until your claim is processed, as the shipping carrier may request a physical inspection. Failure to provide this information and cooperate with the shipping carrier’s claims process may result in the denial of your order replacement or refund.

7. How refunds are paid

Approved refunds go back to your original payment method within 5–7 business days. Your bank may take a few more days to show it. We cannot refund to a different card or account.

8. Before you dispute a charge

Please contact us first. Most problems can be solved quickly by email, and a bank dispute takes much longer for everyone.

9. Contact

Proaño Development · Karla Proaño · Bergen County, New Jersey, USA · karla@proanotherapy.com · +1 (201) 579-3018