Refund Policy
Last updated: January 20, 2025
This Refund Policy outlines the terms and conditions under which Elunoravexiq ("we," "us," or "our") processes refund requests for services purchased through our platform. By completing a purchase, you acknowledge that you have read, understood, and agreed to this policy.
1. General Policy
We strive to provide high-quality educational content and a satisfying experience for all participants. If you are not fully satisfied with your purchase, we encourage you to review the eligibility criteria below before submitting a refund request.
All refund requests are evaluated on a case-by-case basis and must meet the conditions described in this policy. We reserve the right to approve or decline any request at our sole discretion.
2. Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:
2.1 Time Window
Refund requests must be submitted within fourteen (14) calendar days from the date of the original purchase. Requests submitted after this period will not be considered unless exceptional circumstances apply.
2.2 Course or Service Usage
A refund may be granted if less than twenty percent (20%) of the course or service content has been accessed or consumed. If a significant portion of the content has been viewed, downloaded, or otherwise used, we reserve the right to decline the refund request.
2.3 Technical Issues
If you experience a verified technical problem that prevents you from accessing purchased content and our support team is unable to resolve it within a reasonable timeframe, you may be eligible for a full or partial refund regardless of usage level.
2.4 Duplicate Purchases
If you accidentally purchase the same course or service more than once, you are entitled to a full refund for the duplicate transaction. Please contact us as soon as possible to report the duplicate charge.
3. Non-Refundable Items
Certain purchases are not eligible for refunds under any circumstances. These include:
Subscription fees or recurring billing charges that have already been processed and for which the service period has commenced.
Purchases of promotional, discounted, or bundled content offered at a special rate, unless a verified technical failure is confirmed by our team.
Downloadable resources, certificates, or supplementary materials that have already been accessed or downloaded.
Masterclass sessions or live events that have already taken place and were attended by the purchaser, either in full or in part.
Gift cards, vouchers, or prepaid credits purchased for use on the platform.
4. How to Request a Refund
To initiate a refund request, please follow the steps below:
4.1 Contact Our Support Team
Send a written refund request to our support team at support@elunoravexiq.com. Your request must include your full name, the email address associated with your account, the name of the purchased course or service, the date of purchase, and a clear explanation of your reason for requesting a refund.
4.2 Review Process
Once we receive your request, our team will review it within five (5) to seven (7) business days. We may contact you for additional information or clarification during this period. Please ensure that your contact details are accurate and that you are monitoring your inbox for follow-up correspondence.
4.3 Decision Notification
You will be notified by email of the outcome of your refund request. If approved, the refund will be processed using the original payment method. If declined, we will provide a brief explanation of the reason and, where possible, offer alternative solutions.
5. Refund Processing Times
Approved refunds are typically processed within seven (7) to ten (10) business days from the date of approval. The time it takes for the refunded amount to appear in your account may vary depending on your financial institution or payment provider. We are not responsible for delays caused by third-party payment processors or banking systems.
Refunds will be issued in the original currency of the transaction. Exchange rate differences or transaction fees charged by your bank or payment provider are not covered by our refund and are the responsibility of the purchaser.
6. Chargebacks and Disputes
We strongly encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or credit card provider. Unauthorized chargebacks may result in the suspension or permanent termination of your account and access to all purchased content.
If a chargeback is filed while a refund request is already being processed by our team, we reserve the right to place a hold on the refund until the dispute is resolved through the appropriate channels.
7. Subscription Cancellations
If you hold an active subscription to any of our services, you may cancel at any time through your account settings. Cancellation will take effect at the end of the current billing period, and you will retain access to subscribed content until that date. Cancellations do not automatically trigger a refund for the current or past billing periods unless the request meets the eligibility criteria outlined in Section 2.
To request a refund in connection with a subscription cancellation, please contact our support team separately and clearly indicate that your refund request is related to a subscription charge.
8. Exceptional Circumstances
We understand that unforeseen events can occur. In exceptional cases such as serious illness, bereavement, or other significant life events, we may exercise discretion to approve refunds or offer alternative arrangements such as account credits, course transfers, or extended access. Such decisions are made on an individual basis and are not guaranteed.
Supporting documentation may be requested in order to process an exceptional circumstances claim. All information provided will be treated with strict confidentiality.
9. Changes to This Policy
We reserve the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon publication on this page. The "Last updated" date at the top of this document reflects when the most recent revision was made. Your continued use of our platform following any changes constitutes acceptance of the revised policy.
We recommend that you review this policy periodically to stay informed of any updates that may affect your rights and obligations.
10. Contact Information
If you have any questions, concerns, or requests related to this Refund Policy, please reach out to us using the following contact details:
Elunoravexiq
Building, 9 Merriman Ave, Vereeniging, 1930, South Africa
Phone: +27 44 875 8330
Email: support@elunoravexiq.com
Website: elunoravexiq.com