Refund Policy
Last updated: May 5, 2025
This Refund Policy describes the conditions under which Solarenovixa ("we," "us," or "our") processes refund requests for services and subscriptions purchased through our platform. By purchasing any of our services, you agree to the terms outlined in this policy.
1. General Overview
We strive to provide a high-quality learning experience through our interactive quiz and educational content platform. If you are not satisfied with your purchase, we encourage you to review this policy carefully to understand your options. Our goal is to handle all refund requests fairly and transparently.
Refund eligibility depends on the type of service purchased, the timing of the request, and the extent to which the service has been accessed or used.
2. Eligibility for Refunds
2.1 Eligible Purchases
The following types of purchases may be eligible for a refund, subject to the conditions described in this policy:
| Purchase Type | Refund Window | Conditions |
|---|---|---|
| Monthly Subscription | Within 7 days of initial purchase | Service not substantially used |
| Annual Subscription | Within 14 days of initial purchase | Service not substantially used |
| One-Time Course Access | Within 7 days of purchase | Less than 20% of content accessed |
| Quiz Pack or Content Bundle | Within 7 days of purchase | No quiz attempts recorded |
2.2 Non-Eligible Purchases
The following are generally not eligible for refunds:
Consumed or Substantially Used Services: If you have accessed a significant portion of the course content, completed quizzes, downloaded materials, or otherwise made substantial use of the purchased service, a refund will not be issued.
Promotional or Discounted Purchases: Purchases made at a promotional rate, through a coupon, or as part of a special offer are non-refundable unless otherwise stated at the time of purchase.
Renewals: Subscription renewals are not eligible for refunds unless the renewal was unauthorized or processed in error. It is your responsibility to cancel your subscription before the renewal date if you do not wish to continue.
Add-On Features or Upgrades: Purchases of individual add-on features, premium badges, or account upgrades are non-refundable once activated.
Requests Outside the Refund Window: Any refund request submitted after the applicable refund window has expired will not be considered.
3. How to Request a Refund
3.1 Submission Process
To submit a refund request, please contact our support team using one of the following methods:
Email: help@solarenovixa.com
Phone: +27 21 939 2023
Telegram: https://t.me/+27219392023
In Person / Post: Shop 102, Sunday School Building, 154 Charlotte Maxeke St, Bloemfontein Central, Bloemfontein, 9301, South Africa
3.2 Required Information
When submitting your refund request, please include the following information to allow us to process your request efficiently:
• Full name associated with your account
• Email address used for registration
• Order or transaction reference number
• Date of purchase
• Name of the product or subscription purchased
• Reason for the refund request
3.3 Review Timeline
We will acknowledge your refund request within 2 business days of receipt. A full review and decision will be communicated to you within 5 to 7 business days. We may request additional information during the review process, and failure to provide requested details may delay or result in the denial of your request.
4. Refund Processing
4.1 Approved Refunds
If your refund request is approved, the refund will be processed to the original payment method used at the time of purchase. We do not issue refunds to alternative payment methods or as cash unless the original payment method is no longer available, in which case we will work with you to identify an appropriate solution.
4.2 Processing Time
Once approved, please allow the following timeframes for the refund to appear in your account:
| Payment Method | Estimated Processing Time |
|---|---|
| Credit or Debit Card | 5 to 10 business days |
| Bank Transfer / EFT | 5 to 7 business days |
| Digital Wallet | 3 to 5 business days |
| Other Methods | Up to 14 business days |
Please note that processing times may vary depending on your financial institution. We are not responsible for delays caused by third-party payment processors or banks.
4.3 Partial Refunds
In certain circumstances, we may issue a partial refund at our discretion. This may apply in cases where some portion of the service has been used or where a technical issue affected only part of the purchased content. The amount of any partial refund will be communicated to you during the review process.
5. Technical Issues and Service Failures
If you experience a technical issue that prevents you from accessing the service you purchased, please contact our support team before submitting a refund request. In many cases, technical issues can be resolved promptly without requiring a refund.
If a documented technical failure on our part has materially prevented you from accessing purchased content and we are unable to resolve the issue within a reasonable timeframe, you may be eligible for a full or partial refund regardless of whether the standard refund window has passed.
To qualify under this provision, the technical issue must be verifiable, attributable to our platform, and reported to us within a reasonable period of occurrence.
6. Subscription Cancellation
6.1 Cancelling Your Subscription
You may cancel your subscription at any time through your account settings or by contacting our support team. Cancellation will prevent future billing cycles from being charged but does not automatically trigger a refund for the current billing period unless you meet the criteria outlined in Section 2.1 of this policy.
6.2 Access After Cancellation
Following cancellation, you will retain access to the platform and any purchased content until the end of your current paid billing period. After that date, access will be revoked unless you resubscribe.
6.3 Reactivation
If you cancel and later wish to reactivate your subscription, standard pricing will apply at the time of reactivation. Previously applied promotional rates or discounts will not be reinstated unless a current promotion is available.
7. Chargebacks and Disputes
We encourage you to contact us directly before initiating a chargeback with your payment provider. Initiating a chargeback without first seeking a resolution through our support team may result in the suspension or termination of your account.
If a chargeback is found to be made in error or fraudulently, we reserve the right to recover any funds and take appropriate action, including restriction of platform access.
Where a dispute is resolved in your favor through your payment provider, we will not issue a separate refund for the same transaction.
8. Exceptions and Special Circumstances
We understand that exceptional circumstances may arise that fall outside the standard scope of this policy. We reserve the right to evaluate such requests on a case-by-case basis and may, at our sole discretion, approve refunds outside the standard eligibility criteria.
Examples of circumstances that may be considered include:
• Serious personal or medical emergencies documented and reported promptly
• Unauthorized account access or fraudulent purchases reported immediately
• Duplicate charges or billing errors attributable to our system
Approval of refunds under exceptional circumstances does not set a precedent for future requests and does not alter the general terms of this policy.
9. Changes to This Policy
We reserve the right to update or modify this Refund Policy at any time. Changes will be effective upon publication to our website. The date at the top of this page reflects when the policy was last revised. We encourage you to review this policy periodically.
If we make material changes to this policy, we will make reasonable efforts to notify registered users through the platform or via email. Continued use of our services following any changes constitutes your acceptance of the updated policy.
10. Contact Us
If you have any questions, concerns, or requests related to this Refund Policy, please do not hesitate to reach out to us. Our support team is available to assist you.
Solarenovixa
Shop 102, Sunday School Building
154 Charlotte Maxeke St
Bloemfontein Central, Bloemfontein, 9301
South Africa
Email: help@solarenovixa.com
Phone: +27 21 939 2023
Telegram: https://t.me/+27219392023