Refund Policy

Last Updated: February 21, 2025

At Tilenovario, we are committed to delivering high-quality educational content and services. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for purchases made through our platform.

General Refund Eligibility

Refund requests are evaluated on a case-by-case basis according to the terms specified in this policy. By making a purchase on our platform, you acknowledge and agree to the refund conditions outlined below.

Course and Content Purchases

Standard Refund Window

Refund requests for individual courses or educational content must be submitted within 14 days of the original purchase date. To qualify for a refund during this period, the following conditions must be met:

You have accessed or consumed less than 20% of the course content
You have not downloaded any supplementary materials or resources
You have not completed any graded assessments or received a certificate
The refund request is submitted through the official channels specified on our platform

Technical Issues

If you experience technical difficulties that prevent you from accessing purchased content, please contact our support team immediately. We will work to resolve technical issues promptly. If we are unable to provide access to the content you purchased within a reasonable timeframe, you may be eligible for a full refund regardless of the standard refund window.

Non-Refundable Items

The following purchases are not eligible for refunds under any circumstances:

Courses where more than 20% of content has been accessed
Completed courses where certificates have been issued
Subscription services after the initial refund period has expired
Third-party content or services purchased through our platform
Promotional or discounted purchases marked as final sale
Bundle packages where individual components have been substantially accessed

Subscription Services

Monthly Subscriptions

Monthly subscription plans may be canceled at any time. Refunds for monthly subscriptions are provided only if the cancellation request is made within 3 days of the initial subscription purchase or renewal date, and minimal platform usage has occurred during that period.

Annual Subscriptions

Annual subscription plans may be refunded within 30 days of the original purchase date if less than 10% of available content has been accessed. After 30 days, annual subscriptions are non-refundable, but you may cancel to prevent future renewals.

Subscription Cancellation

When you cancel a subscription, you will retain access to all subscription benefits until the end of your current billing period. No partial refunds are provided for unused time within a billing cycle unless otherwise specified in this policy.

How to Request a Refund

To request a refund, please follow these steps:

Contact our support team at support@tilenovario.com with your order details
Provide your purchase confirmation number and registered email address
Clearly state the reason for your refund request
Allow up to 5 business days for our team to review your request

All refund requests must be submitted by the account holder who made the original purchase.

Refund Processing

Approval and Timeline

Once your refund request is approved, the refund will be processed within 7 to 10 business days. The refund will be issued to the original payment method used for the purchase.

Payment Method Considerations

Depending on your financial institution or payment provider, it may take an additional 3 to 5 business days for the refund to appear in your account. We are not responsible for delays caused by payment processors or financial institutions.

Processing Fees

In most cases, refunds are issued for the full purchase amount. However, non-refundable payment processing fees charged by third-party payment providers may be deducted from the refund amount where applicable.

Special Circumstances

Content Quality Issues

If you believe the content you purchased does not match the description provided or contains significant quality issues, please contact our support team with specific details. We will investigate the matter and may provide a refund, replacement content, or account credit at our discretion.

Unauthorized Purchases

If you believe a purchase was made without your authorization, please contact us immediately. We will investigate unauthorized transactions and work with you to resolve the issue, which may include issuing a refund.

Exceptional Cases

We understand that exceptional circumstances may arise. If you have a situation not covered by this policy, please contact our support team. We will review your case individually and determine if an exception can be made.

Account Credits and Alternatives

In certain situations where a standard refund may not be available, we may offer alternatives such as:

Account credits for future purchases on our platform
Access to alternative courses or content of equivalent value
Extended subscription periods
Complimentary access to additional resources

Promotional Offers and Discounts

Content purchased using promotional codes, discount coupons, or during special sales events is subject to the same refund policy as regular purchases. However, promotional purchases explicitly marked as final sale or non-refundable at the time of purchase are not eligible for refunds.

Corporate and Institutional Purchases

Bulk purchases, corporate licenses, and institutional subscriptions may be subject to different refund terms as specified in separate agreements. Please refer to your contract or contact our corporate sales team for information about refunds on organizational purchases.

Modifications to Content

We continuously update and improve our educational content. Updates, modifications, or enhancements to courses you have purchased do not constitute grounds for a refund. You will receive access to updated content as part of your original purchase.

Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our platform after policy changes constitutes acceptance of the modified terms. Purchases made before policy changes remain subject to the policy in effect at the time of purchase.

Contact Information

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

Email: support@tilenovario.com
Phone: +27437222906
Address: 492 Fehrsen St, Brooklyn, Pretoria, 0011, South Africa

Refund Request Checklist

Before submitting a refund request, please ensure:

Your request falls within the applicable refund window
You meet the eligibility criteria outlined in this policy
You have your purchase confirmation and account details ready
You have contacted support through official channels
You have provided a clear explanation for your request

We appreciate your understanding and cooperation in following this Refund Policy. Our goal is to ensure fair and transparent processes while maintaining the sustainability of our educational platform.