Refund Policy
Last updated: July 2, 2025
This Refund Policy outlines the terms and conditions under which Elionorixa ("we," "us," or "our") processes refund requests for services and subscriptions available through our platform. By purchasing or subscribing to any of our services, you acknowledge that you have read, understood, and agree to be bound by this policy.
1. General Principles
We are committed to providing a high-quality educational experience. If you are not satisfied with a purchase, we encourage you to contact us so we can work toward a fair resolution. Refunds are evaluated on a case-by-case basis in accordance with the terms described below.
2. Eligibility for Refunds
2.1 Eligible Purchases
The following types of purchases may qualify for a refund:
- Subscription plans cancelled within the eligible refund window
- One-time course or quiz access purchases where the content has not been accessed
- Duplicate charges resulting from a billing error
- Purchases made where the service was materially different from what was described
2.2 Non-Eligible Purchases
The following are generally not eligible for a refund:
- Purchases where the digital content has already been fully accessed or downloaded
- Subscriptions where the refund request is submitted after the eligible window has passed
- Promotional or discounted purchases explicitly marked as non-refundable at the time of purchase
- Requests based solely on a change of mind after substantial use of the service
- Accounts that have been suspended or terminated due to violations of our Terms of Service
3. Refund Request Window
3.1 Standard Window
Refund requests must be submitted within 14 calendar days of the original purchase date. Requests submitted after this period will not ordinarily be considered unless exceptional circumstances apply.
3.2 Exceptional Circumstances
In cases of documented technical failure, platform unavailability, or verified billing errors, we may extend the review period at our sole discretion. Supporting documentation may be required.
4. Subscription Refunds
4.1 Monthly Subscriptions
Monthly subscription fees may be refunded if the cancellation and refund request is submitted within 14 days of the billing date and the subscriber has made minimal use of the platform during that period.
4.2 Annual Subscriptions
Annual subscription refunds are evaluated as follows:
- Requests made within 14 days of the initial purchase with minimal platform usage may be eligible for a full refund
- Requests made after 14 days but within the first 30 days may be considered for a pro-rated refund
- No refunds will be issued for annual subscriptions beyond 30 days from the purchase date
4.3 Renewal Charges
If you did not intend to renew a subscription and were automatically charged, you may request a refund within 7 days of the renewal charge, provided that you have not accessed the renewed subscription period's features.
5. One-Time and Course Purchases
For individual course enrollments or one-time access purchases:
- A full refund may be issued if less than 20% of the course content has been accessed at the time of the request
- No refund will be issued once more than 20% of the content has been accessed or upon completion of any associated quiz or assessment
- Certificates, badges, or gamified achievement rewards that have already been issued are non-refundable
6. Free Trials
Services initiated under a free trial are not eligible for refunds unless you were charged in error during the trial period. If you believe you were incorrectly billed during a free trial, please contact us immediately with supporting details.
7. How to Submit a Refund Request
7.1 Required Information
To initiate a refund request, please contact us with the following information:
- Full name and registered email address associated with your account
- Order or transaction reference number
- Date of purchase
- Reason for the refund request
- Any supporting documentation if applicable
7.2 Contact Details
Refund requests can be submitted through the following channel:
| Contact Method | Details |
|---|---|
| contact@elionorixa.com | |
| Phone | +27 21 462 3156 |
| Postal Address | Esplanade St, Quigney, East London, 5201, South Africa |
8. Processing Time
8.1 Review Period
Once a refund request is received, we will acknowledge receipt within 2 business days. A full review and decision will be communicated within 7 business days of acknowledgment.
8.2 Refund Disbursement
Approved refunds will be processed to the original payment method used at the time of purchase. The time required for the funds to appear in your account will depend on your payment provider and may take:
- Credit or debit card: 5 to 10 business days
- Digital payment platforms: 3 to 7 business days
- Bank transfer: up to 10 business days
We are not responsible for delays caused by third-party payment processors or financial institutions.
9. Partial Refunds
In cases where only a portion of the service has been used or where a partial resolution is deemed fair, we reserve the right to issue a partial refund rather than a full refund. The amount of any partial refund will be communicated to the requester prior to processing.
10. Chargebacks and Disputes
We strongly encourage users to contact us directly before initiating a chargeback or payment dispute with their bank or card issuer. Unauthorized chargebacks may result in temporary or permanent suspension of your account. We are committed to resolving genuine disputes fairly and promptly through our internal process.
11. Changes to This Policy
We reserve the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to this page with an updated revision date. Continued use of the platform following any changes constitutes your acceptance of the revised terms. We recommend reviewing this policy periodically.
12. Limitation of Liability
Our liability in relation to any refund shall not exceed the amount actually paid by the user for the specific service in question. We shall not be liable for any indirect, incidental, or consequential losses arising from a refund decision.
13. Entire Agreement
This Refund Policy forms part of our overall Terms of Service and should be read in conjunction with our Privacy Policy and any other applicable terms. In the event of a conflict between this policy and any other agreement, this Refund Policy shall govern with respect to refund-related matters.
If you have any questions regarding this Refund Policy, please do not hesitate to contact our support team at contact@elionorixa.com or call us at +27 21 462 3156. We are happy to assist.