Refund Policy - Learnexify
This Refund Policy outlines the terms and conditions under which Learnexify processes refund requests. By using Learnexify's Services, the client agrees to the terms set out in this policy. Learnexify is committed to ensuring client satisfaction and will process all eligible refund requests fairly and promptly.
1. GENERAL POLICY
Most of the services offered by Learnexify are not eligible for refunds unless specifically mentioned in this policy. Learnexify initiates refunds to eligible requests within 30 days after refund approval by Learnexify, subject to the conditions outlined in this policy. Refund requests will be considered on a case by case basis at Learnexify's discretion.
2. WHAT IS ELIGIBLE FOR A REFUND
The following circumstances are eligible for a partial / full refund:
- A partial refund if a technical issue on Learnexify's side prevents the client from accessing agreed services for more than 3 consecutive days.
- A partial refund if an advance payment has been made for a future service period and the client cancels before that period commences.
- Managed services are terminated early by Learnexify through no fault of the client, in which case a pro-rata refund for the unused portion will be issued.
- Work on a fixed-price ad-hoc engagement is only partially completed at the time of cancellation, in which case a partial refund for the uncompleted portion will be issued as decided by Learnexify.
- A duplicate payment has been made in error.
3. WHAT IS NOT ELIGIBLE FOR A REFUND
The following are not eligible for a refund under any circumstances:
- Fees for services already fully delivered and accepted by the client.
- Fees for an active billing cycle that has already commenced.
- Late payment penalties.
- Third-party costs incurred by Learnexify on behalf of the client, including integrations, licences, and hosting fees etc.
- Setup and onboarding fees where the onboarding process has been completed.
- Hourly service fees for work already performed and logged with supporting time records.
- Any fees where the client has violated Learnexify's Terms of Service, resulting in suspension or termination of the account.
4. REFUND TERMS BY SERVICE TYPE
4.1 SaaS Subscription Plans
Clients on a yearly billing cycle may request a refund within 30 days of the payment date, provided the platform has not been actively used. After the 30 day window, subscription fees for the active yearly billing cycle are non-refundable. Access to the platform will continue until the end of that billing cycle.
4.2 Managed Services
Clients may request a full refund within 7 days of the initial payment, provided managed services have not yet commenced. Where managed services have already commenced within the 7 day window, Learnexify will assess the value of completed work and issue a refund for the remaining uncompleted portion. Where managed services are terminated by Learnexify through no fault of the client, a full refund for the unused portion will be issued.
4.3 Fixed-Price Ad-Hoc Services
Clients may request a full refund within 7 days of the advance payment date, provided work has not yet commenced. Where work has commenced within the 7 day window, Learnexify will assess the value of work completed and issue a partial refund for the remaining uncompleted portion. Once a milestone has been delivered and accepted, no refund will be issued.
4.4 Hourly Ad-Hoc Services
Fees for hourly services already rendered are non-refundable. Where a client disputes the hours billed, the dispute must be raised within 7 working days of the invoice date in accordance with the Terms of Service.
5. HOW TO REQUEST A REFUND
To submit a refund request, the client must contact Learnexify in writing within the applicable refund window, including the following details:
- Client name and organisation
- Invoice number and payment date
- Amount paid
- Reason for the refund request and supporting documentation
Refund requests can be submitted to: support@Learnexify.com. Learnexify will acknowledge receipt within 7 working days and communicate a decision within 30 working days.
6. REFUND PROCESSING
Refunds will be processed and initiated within 30 days after receiving a request. Refunds may take 7 to 14 working days to reflect in the client's account, depending on the payment method. Duplicate payments made in error will be refunded within 14 working days after confirmation.
7. DISPUTES
If a client is dissatisfied with a refund decision, the client may escalate the matter in accordance with the Dispute Resolution process outlined in Learnexify's Terms of Service.
8. CHANGES TO THIS POLICY
Learnexify reserves the right to update or modify this Refund Policy at any time. Material changes will be notified to clients in advance. The "Effective Date" reflects the date of the most recent update.