Refund Policy

Last Updated: September 8, 2025

This Refund Policy outlines the terms and conditions under which Quelenovira ("we," "us," or "our") may issue refunds for purchases made through our online educational platform. By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this policy.

1. General Refund Principles

We are committed to providing high-quality educational services and ensuring customer satisfaction. However, due to the nature of digital educational content and live instructional services, refunds are handled on a case-by-case basis according to the terms outlined in this policy.

2. Eligibility for Refunds

2.1 Group Online Sessions

Refund requests for group online sessions must be submitted according to the following conditions:

• Full Refund: Requests made at least 7 days before the scheduled start date of the course or program
• Partial Refund (50%): Requests made between 3 and 6 days before the scheduled start date
• No Refund: Requests made less than 3 days before the start date or after the course has commenced

2.2 Individual Private Sessions

For one-on-one instructional sessions:

• Full Refund: Cancellations made at least 48 hours before the scheduled session time
• Partial Refund (50%): Cancellations made between 24 and 48 hours before the session
• No Refund: Cancellations made less than 24 hours before the session or no-shows

2.3 Subscription Plans and Memberships

Monthly or annual subscription plans may be eligible for refunds under the following circumstances:

• Full Refund: Cancellation within 14 days of initial purchase, provided less than 20% of available content has been accessed
• Prorated Refund: Not available for subscription services after the initial 14-day period
• No Refund: After 14 days from purchase date or if more than 20% of content has been accessed

2.4 Pre-Recorded Course Materials

Digital course materials, including pre-recorded video content, downloadable resources, and learning materials:

• Full Refund: Within 14 days of purchase if less than 10% of the course content has been accessed or downloaded
• No Refund: If more than 10% of content has been accessed, downloaded, or if 14 days have elapsed since purchase

3. Non-Refundable Items and Services

The following items and services are not eligible for refunds under any circumstances:

• Promotional or discounted purchases marked as "final sale" or "non-refundable"
• Gift certificates, vouchers, or promotional codes
• Administrative fees, registration fees, or processing charges
• Services that have been fully completed or delivered
• Third-party products or services purchased through our platform
• Custom or personalized learning paths after work has commenced

4. Technical Issues and Service Interruptions

4.1 Platform Technical Failures

If you experience technical difficulties that prevent you from accessing our services due to issues on our end, you may be eligible for:

• Full refund for the affected session or time period
• Extension of access period equivalent to the downtime experienced
• Credit toward future purchases of equal value

4.2 User Technical Issues

Technical difficulties arising from user equipment, internet connectivity, or software compatibility are not grounds for refunds. We recommend reviewing our technical requirements before purchase.

5. Quality and Satisfaction Guarantees

5.1 Satisfaction Review

If you are dissatisfied with the quality of our educational services, you may submit a detailed complaint within 7 days of purchase or session attendance. We will review your concerns and may offer:

• Complementary additional session or tutoring
• Transfer to a different course or instructor
• Partial or full refund at our discretion

5.2 Instructor Cancellations

If an instructor cancels a scheduled session with less than 24 hours notice, you will receive:

• Full refund for that specific session, or
• Priority rescheduling at no additional cost, or
• Credit toward any other service of equal or greater value

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, you must:

1. Contact our support team at help@quelenovira.com
2. Include your order number, purchase date, and detailed reason for the refund request
3. Provide any supporting documentation if applicable
4. Submit the request within the eligible timeframe specified in this policy

6.2 Review Process

Upon receiving your refund request:

• We will acknowledge receipt within 2 business days
• Our team will review your request within 5 business days
• You will be notified of the approval or denial of your refund
• Approved refunds will be processed within 10 business days

6.3 Required Information

Incomplete refund requests may delay processing. Please ensure you provide:

• Full name and account email address
• Transaction ID or order number
• Date of purchase
• Specific service or product name
• Detailed explanation for refund request

7. Refund Methods and Timing

7.1 Payment Method

Refunds will be issued using the original payment method whenever possible. If the original payment method is no longer available, we will work with you to arrange an alternative method.

7.2 Processing Time

Once approved, refunds are processed according to the following timeline:

• Credit card: 5-10 business days
• Debit card: 5-10 business days
• PayPal: 3-5 business days
• Bank transfer: 7-14 business days

Please note that processing times may vary depending on your financial institution.

7.3 Currency and Fees

Refunds will be issued in the original transaction currency. Any currency conversion fees or transaction fees charged by payment processors or financial institutions are non-refundable and will be deducted from the refund amount.

8. Exceptions and Special Circumstances

8.1 Medical or Emergency Situations

In cases of documented medical emergencies, serious illness, or other extraordinary circumstances that prevent participation, we may make exceptions to our standard refund policy. Supporting documentation may be required.

8.2 Military Deployment

Active military personnel who receive deployment orders may be eligible for full refunds or indefinite access suspension with proof of deployment documentation.

8.3 Bereavement

In the event of death of the account holder or immediate family member, we will work with family members to provide appropriate refunds or account closures upon presentation of appropriate documentation.

9. Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your financial institution without first attempting to resolve the issue with us directly:

• Your account may be suspended pending resolution
• Access to services will be immediately revoked
• You may be liable for chargeback fees and administrative costs
• Future purchases may be restricted

We strongly encourage you to contact us directly to resolve any billing concerns before initiating a chargeback.

10. Credits and Account Balance

10.1 Refund as Account Credit

In some cases, we may offer account credit instead of a monetary refund. Account credits:

• Can be applied to any future purchase on our platform
• Do not expire unless otherwise specified
• Are non-transferable and cannot be redeemed for cash
• May include a bonus percentage at our discretion

10.2 Promotional Credits

Promotional credits, bonus offers, or complimentary access provided as part of marketing campaigns are non-refundable and hold no cash value.

11. Transferring Services

As an alternative to refunds, we may offer the option to:

• Transfer enrollment to a different course or program
• Transfer access to another user (subject to our terms of service)
• Postpone participation to a future date
• Apply payment toward alternative services of equal or greater value

12. Fraudulent Activity

Refund requests determined to be fraudulent or abusive will result in:

• Immediate denial of the refund request
• Permanent account suspension
• Potential legal action to recover costs
• Reporting to relevant authorities if applicable

13. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services after policy changes constitutes acceptance of the modified terms. Material changes will be communicated via email to registered users.

The date of the most recent revision will always be indicated at the top of this policy.

14. Contact Information

For questions about this Refund Policy or to request a refund, please contact us:

Email: help@quelenovira.com
Phone: +61404876616
Address: 6/260 Military Rd, Neutral Bay NSW 2089, Australia

Our support team is available to assist you and answer any questions regarding refunds, cancellations, or our services.

15. Acknowledgment

By making a purchase through our platform, you acknowledge that you have read this Refund Policy, understand its contents, and agree to be bound by its terms and conditions.