Refund Policy
Last Updated: September 3, 2025
This Refund Policy outlines the terms and conditions under which Seranoviqra ("we," "us," or "our") may provide refunds for services purchased through our platform. By purchasing our services, you agree to the terms set forth in this policy.
1. General Refund Principles
We strive to ensure customer satisfaction with our services. However, due to the nature of digital services and immediate access to resources, refunds are subject to specific conditions outlined in this policy.
1.1 Eligibility Period
Refund requests must be submitted within fourteen (14) days of the initial purchase date. Requests submitted after this period will not be considered.
1.2 Service Usage Limitations
Refunds may only be granted if the service has not been substantially used. Substantial use is defined as:
- Accessing more than twenty percent (20%) of available course materials or resources
- Downloading proprietary materials or templates
- Attending live sessions or webinars
- Utilizing consultation hours or personalized support
2. Non-Refundable Services
The following services and circumstances are not eligible for refunds under any conditions:
2.1 Completed Services
Services that have been fully delivered, completed, or where deliverables have been provided to the customer.
2.2 Promotional and Discounted Purchases
Services purchased at promotional prices, with discount codes, or during special offers are final and non-refundable.
2.3 Third-Party Services
Any services provided by third-party vendors or partners integrated into our platform are subject to their respective refund policies.
2.4 Subscription Renewals
Automatic subscription renewals are non-refundable. Customers are responsible for canceling subscriptions before the renewal date to avoid charges.
2.5 Custom or Personalized Services
Services that have been customized, personalized, or specifically tailored to individual customer requirements.
3. Refund Request Process
3.1 Submission Requirements
To request a refund, customers must submit a written request to help@seranoviqra.com including:
- Full name and account email address
- Order number or transaction reference
- Date of purchase
- Detailed explanation of the reason for the refund request
- Evidence of technical issues or service failures, if applicable
3.2 Review Period
All refund requests will be reviewed within seven (7) business days of receipt. We reserve the right to request additional information or documentation to process the request.
3.3 Decision Notification
Customers will be notified of the refund decision via email. If approved, the refund will be processed within ten (10) business days.
4. Refund Methods
4.1 Original Payment Method
Approved refunds will be credited to the original payment method used for the purchase. We cannot issue refunds to alternative payment methods or accounts.
4.2 Processing Time
While we process refunds promptly, the time for funds to appear in customer accounts depends on the payment provider and may take five (5) to fourteen (14) business days.
4.3 Transaction Fees
Payment processing fees, transaction fees, or currency conversion charges are non-refundable and will be deducted from the refund amount where applicable.
5. Partial Refunds
In certain circumstances, we may offer partial refunds at our sole discretion:
- When a customer has used a portion of the service but encountered significant issues preventing full utilization
- For bundled services where only specific components were unsatisfactory
- In cases of documented technical failures affecting service delivery
Partial refund amounts will be calculated proportionally based on the unused or inaccessible portion of the service.
6. Technical Issues and Service Failures
6.1 Platform Downtime
If our platform experiences extended downtime exceeding forty-eight (48) consecutive hours, customers may be eligible for prorated refunds or service credits.
6.2 Reporting Requirements
Customers must report technical issues within seventy-two (72) hours of occurrence. We cannot process refund requests for unreported issues.
6.3 Alternative Remedies
Before issuing refunds for technical issues, we may offer alternative remedies including service extensions, technical support, or complimentary access to additional resources.
7. Subscription Services
7.1 Monthly Subscriptions
Monthly subscription payments are non-refundable. Cancellations take effect at the end of the current billing period, and no prorated refunds are provided.
7.2 Annual Subscriptions
Annual subscriptions may be eligible for prorated refunds if canceled within thirty (30) days of the initial purchase and if less than ten percent (10%) of the service has been utilized.
7.3 Cancellation Process
Customers can cancel subscriptions at any time through their account settings or by contacting our support team. Cancellation does not automatically guarantee a refund.
8. Chargebacks and Disputes
8.1 Direct Communication
We strongly encourage customers to contact us directly before initiating chargebacks or payment disputes with their financial institution.
8.2 Account Suspension
Initiating a chargeback may result in immediate suspension of account access and services pending resolution of the dispute.
8.3 Chargeback Fees
If a chargeback is found to be unwarranted or fraudulent, we reserve the right to pursue recovery of chargeback fees and associated costs.
9. Exceptional Circumstances
We may consider refund requests outside the standard policy terms in exceptional circumstances, including but not limited to:
- Serious illness or medical emergencies
- Death of the account holder
- Documented cases of unauthorized purchases
- Significant changes to service features or accessibility
Such requests will be evaluated on a case-by-case basis and require supporting documentation.
10. Service Credits
As an alternative to monetary refunds, we may offer service credits that can be applied to future purchases or subscription periods. Service credits:
- Are non-transferable and cannot be exchanged for cash
- Expire twelve (12) months from the date of issuance
- Cannot be combined with promotional offers unless explicitly stated
- Are forfeited if the account is closed or terminated
11. Modifications to This 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 following any modifications constitutes acceptance of the updated policy.
Material changes to this policy will be communicated to active customers via email or account notifications.
12. Contact Information
For refund requests or questions regarding this policy, please contact us:
Email: help@seranoviqra.com
Phone: +27 57 352 7812
Address: 1032 Silvergrass St, Montana, Pretoria, 0159, South Africa
13. Limitations of Liability
Our total liability for any refund claim shall not exceed the amount paid by the customer for the specific service in question. We are not liable for indirect, incidental, consequential, or special damages arising from service use or refund decisions.
14. Governing Terms
This Refund Policy should be read in conjunction with our Terms of Service and Privacy Policy. In case of conflicts between documents, the most customer-favorable interpretation shall apply.
By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.