Refund Policy

Last Updated: August 23, 2025

This Refund Policy outlines the terms and conditions under which Celaryxonivo ("we," "us," or "our") processes refund requests for services and subscriptions purchased through our platform. By accessing or using our services, you agree to the terms described in this policy.

1. General Policy Overview

We are committed to providing high-quality online educational content and services. We encourage all prospective users to review available free previews, course descriptions, and sample materials before completing a purchase. Due to the digital and immediately accessible nature of our content, refund eligibility is subject to the specific conditions outlined below.

2. Eligibility for Refunds

Refund requests may be considered under the following circumstances:

• The request is submitted within the eligible refund window as specified at the time of purchase.
• The purchased content or service has not been substantially accessed or consumed.
• A verifiable technical failure prevented access to the service and was not resolved within a reasonable time.
• Duplicate charges occurred due to a billing system error.
• The service delivered does not materially match the description provided at the time of purchase.

3. Non-Refundable Items and Circumstances

The following purchases and situations are generally not eligible for a refund:

• Subscriptions or access passes where a significant portion of the content has been accessed or downloaded.
• Purchases made after the conclusion of a clearly stated refund window.
• Dissatisfaction based on subjective preference, learning outcomes, or personal expectations not related to a service defect.
• Promotional, discounted, or free-trial converted subscriptions, unless otherwise stated at the time of purchase.
• Fees associated with third-party payment processors, which are outside our control.
• Requests submitted without sufficient detail or supporting information to process the claim.

4. Refund Request Window

Refund requests must be submitted within the time period communicated at the point of purchase. Where no specific window is stated, a default period of seven (7) calendar days from the original purchase date applies. Requests received after this window will be reviewed on a case-by-case basis at our sole discretion.

5. How to Submit a Refund Request

To initiate a refund request, please contact our support team using the details provided below. All requests must include the following information:

• Full name associated with the account.
• Email address used at the time of purchase.
• Order reference number or transaction ID.
• Date of purchase.
• A clear description of the reason for the refund request.
• Any supporting documentation, screenshots, or evidence where applicable.

Incomplete requests may result in delays or denial of the refund. We reserve the right to request additional verification before processing any claim.

6. Processing and Timeline

6.1 Review Period

Once a complete refund request is received, we will review and respond within five (5) to ten (10) business days. Complex cases may require additional time, and we will notify you of any delays.

6.2 Approved Refunds

If a refund is approved, it 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 between five (5) and fifteen (15) business days after the refund has been issued on our end.

6.3 Denied Refunds

If a refund request is denied, we will provide a written explanation of the decision. You may appeal the decision by responding to our communication with additional supporting information within seven (7) calendar days of receiving the denial notice.

7. Chargebacks and Disputes

We encourage users to contact us directly before initiating a chargeback or payment dispute with their bank or card provider. Unauthorized chargebacks may result in the suspension or permanent termination of account access. We reserve the right to contest chargebacks that we believe are not filed in accordance with this policy or applicable payment terms.

8. Subscription Cancellations

Cancelling a subscription will prevent future billing but does not automatically entitle the user to a refund for the current billing period. Access to subscription content will remain available until the end of the paid period unless otherwise stated. Refunds for cancelled subscriptions are subject to the eligibility criteria described in Section 2 of this policy.

9. Service Interruptions and Technical Issues

In the event of a significant service outage or technical failure that substantially impairs your ability to access purchased content, please contact our support team promptly. We will investigate and, where warranted, may offer a refund, account credit, or an extended access period at our discretion. Compensation will not be provided for minor interruptions, scheduled maintenance, or issues arising from the user's own hardware, software, or internet connection.

10. Account Credits

In certain circumstances, we may offer account credits as an alternative to a monetary refund. Credits will be applied to your account and can be used toward future purchases on our platform. Credits have no cash value and are non-transferable. Expiry terms, if applicable, will be communicated at the time the credit is issued.

11. Modifications to This Policy

We reserve the right to update or amend this Refund Policy at any time. Changes will take effect upon publication to our website. Your continued use of our services following any update constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any changes.

12. Contact Us

If you have any questions about this Refund Policy or wish to submit a refund request, please reach out to our support team using the contact details below:

• Company: Celaryxonivo
• Email: help@celaryxonivo.com
• Phone: +27 21 820 0830
• Address: Corner of Courtenay and Cradock St, Bodorp, George, 6529, South Africa

We will make every reasonable effort to address your concern promptly and fairly.