Refund Policy
Last Updated: February 4, 2025
This Refund Policy describes the circumstances under which Quentorivelo ("we", "us", or "our") may issue refunds for purchases made through our online learning platform. By purchasing any course, subscription, or service, you agree to this policy.
General Refund Terms
We are committed to providing high-quality educational content and services. However, we understand that circumstances may arise where a refund is necessary. This policy outlines the conditions under which refunds may be requested and processed.
All refund requests are subject to review and approval based on the terms outlined below. Refunds are processed using the original payment method whenever possible.
Course and Masterclass Refunds
Eligibility Period
Refund requests for individual courses and masterclasses must be submitted within fourteen days of the original purchase date. Requests submitted after this period will not be eligible for refunds except in cases of documented technical issues or exceptional circumstances at our discretion.
Content Access Limitations
To qualify for a refund, you must have accessed less than twenty percent of the total course content. If you have viewed, downloaded, or otherwise accessed more than this threshold, the course is considered consumed and is not eligible for refund.
Content access includes viewing video lessons, downloading materials, completing exercises, participating in interactive elements, or accessing supplementary resources provided with the course.
Non-Refundable Courses
Certain courses and masterclasses are marked as non-refundable at the time of purchase. These include but are not limited to:
Promotional or discounted courses: Courses purchased during special sales, promotions, or at significantly reduced prices may be designated as final sale.
Limited access events: Live sessions, workshops, or time-limited masterclasses with fixed schedules.
Certification programs: Courses that lead to official certifications or credentials upon completion.
Bundled content: Course packages or bundles where individual courses have been accessed.
Subscription Refunds
Monthly Subscriptions
Monthly subscription payments are billed in advance for the upcoming month of service. Refunds for monthly subscriptions are provided only if requested within seventy-two hours of the initial subscription purchase or renewal charge.
If you cancel your monthly subscription, you will retain access to subscription benefits until the end of the current billing period. No partial refunds are provided for unused portions of the subscription period.
Annual Subscriptions
Annual subscriptions may be refunded within thirty days of the initial purchase date, provided you have not accessed more than ten percent of available subscription content.
After the thirty-day period, annual subscriptions are non-refundable. However, you may cancel your subscription to prevent future renewal charges. Upon cancellation, you will retain access until the end of the current subscription term.
Free Trial Conversions
If you enrolled in a subscription through a free trial period and were subsequently charged, you may request a refund within seven days of the charge, provided you have not actively used the subscription benefits beyond the trial period usage.
Technical Issues and Service Disruptions
Platform Accessibility Problems
If you experience significant 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 resolve technical problems within a reasonable timeframe, or if service disruptions prevent you from accessing content for an extended period, you may be eligible for a refund or account credit at our discretion.
Content Quality Issues
We strive to ensure all content meets high quality standards. If you encounter significant quality issues such as inaudible audio, unwatchable video, or incomplete course materials, please report these issues to our support team within seven days of purchase.
We will investigate reported quality issues and, if confirmed, will offer a refund, replacement content, or account credit as appropriate.
Promotional Credits and Gift Purchases
Account Credits
Purchases made wholly or partially with promotional credits, vouchers, or account balance are subject to the same refund policies. Refunds for such purchases will be issued as account credit rather than payment method refunds.
Gift Purchases
Courses or subscriptions purchased as gifts for other users are refundable only if the recipient has not redeemed or accessed the gifted content. Once a gift has been claimed and accessed by the recipient, it becomes non-refundable.
The original purchaser must request refunds for gift purchases. Recipients cannot request refunds for gifted content.
Refund Request Process
How to Request a Refund
To request a refund, contact our support team through one of the following methods:
Email: Submit a refund request to contact@quentorivelo.com with your order number, purchase date, and reason for the refund request.
Phone: Contact our support team at +61262624447 during business hours.
All refund requests must include your account information, details of the purchase, and a clear explanation of why you are requesting a refund.
Review and Processing Time
Refund requests are typically reviewed within three to five business days of submission. You will receive an email notification regarding the status of your request.
If your refund is approved, processing time varies by payment method. Credit card refunds typically appear within five to ten business days. Other payment methods may take longer depending on the payment processor.
Partial Refunds
In certain circumstances, we may offer partial refunds when a full refund is not appropriate but some consideration is warranted. Partial refund amounts are determined on a case-by-case basis.
Exceptions and Special Circumstances
Duplicate Purchases
If you accidentally purchase the same course or subscription multiple times, please contact us immediately. We will issue a full refund for duplicate purchases regardless of access or time limitations.
Unauthorized Purchases
If you believe a purchase was made without your authorization, contact us immediately and also notify your payment provider. We will investigate unauthorized purchase claims and work with you to resolve the situation.
Account Termination
If we terminate your account due to violation of our Terms of Service, all purchases become non-refundable regardless of when they were made or how much content was accessed.
Non-Refundable Items and Services
The following items and services are non-refundable under all circumstances:
Completed courses: Courses where you have accessed all content or received a completion certificate.
Downloaded materials: Courses with downloadable resources that you have downloaded, even if other course content was not accessed.
One-on-one sessions: Private coaching, mentoring, or consultation sessions that have occurred.
Third-party services: Services provided by third-party instructors or partners where separate refund policies apply.
Processing fees: Payment processing fees are non-refundable even when course or subscription refunds are issued.
Account Credits as Alternative
In some situations where a traditional refund may not be available, we may offer account credit as an alternative. Account credits can be used toward future purchases on our platform and do not expire.
Account credits are non-transferable and cannot be redeemed for cash. They remain tied to your account and can only be used by you for eligible purchases.
Currency and Exchange Rates
Refunds are issued in the original transaction currency. If exchange rates have changed between the purchase date and refund date, the amount you receive may differ from the amount you originally paid when converted to your local currency.
We are not responsible for currency exchange rate fluctuations or foreign transaction fees charged by your financial institution.
Refund Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top of this policy indicates when it was most recently revised.
Your continued use of our services after changes are posted constitutes acceptance of the modified policy. We encourage you to review this policy periodically.
Contact Information
If you have questions about this Refund Policy or need assistance with a refund request, please contact us:
Email: contact@quentorivelo.com
Phone: +61262624447
Address: Dairy Rd, Fyshwick ACT 2609, Australia
Our support team is available to assist you and will respond to all inquiries as quickly as possible.