Refund Policy
Last updated: 14 January 2025
At candorivexi, we're committed to transparency in how we handle refunds for our budget contingency planning services. This policy outlines when you're eligible for a refund and what the process looks like from start to finish.
We've structured our refund policy to be fair and straightforward. If something isn't working out, we want to make it right. That said, we also need to protect the integrity of our services and ensure everyone plays by the same rules.
When You Can Request a Refund
Not every situation qualifies for a refund. Here's what does:
- Service was not delivered within the agreed timeframe and you notified us within 7 business days of the expected delivery date
- Technical issues on our end prevented you from accessing the service you paid for, documented within 14 days of purchase
- You were charged incorrectly due to a billing error (duplicate charge, wrong amount, or unauthorized transaction)
- You cancelled a scheduled consultation at least 48 hours before the appointment time
- The service delivered significantly differs from what was described at the time of purchase
Important Note
Refunds are not available after you've received the completed service or downloaded digital materials. Once our team has delivered your personalized budget contingency plan or financial analysis, that work has been completed and cannot be refunded.
The Refund Process
We've tried to make requesting a refund as painless as possible. Here's how it works:
Submit Your Request
Email us at support@candorivexi.com with your order number, payment details, and reason for the refund. The more specific you are, the faster we can process things.
Initial Review
Our team reviews your request within 2 business days. We might reach out if we need more information or if there's a way to resolve the issue without a refund.
Approval Decision
You'll receive an email with our decision within 5 business days of your initial request. If approved, we'll let you know the refund amount and expected timeline.
Processing
Approved refunds are processed within 7-10 business days. The money goes back to your original payment method automatically.
Confirmation
You'll get a confirmation email once the refund has been issued. Depending on your bank, it might take an additional 3-5 business days to appear in your account.
Refund Amounts and Scenarios
The amount you receive depends on when you request the refund and what services you've already received.
| Timing | Services Used | Refund Amount |
|---|---|---|
| Within 48 hours of purchase | No services accessed | Full refund (100%) |
| Within 7 days of purchase | Initial consultation only | 75% refund |
| Within 14 days of purchase | Up to 30% of service delivered | 50% refund |
| After 14 days | Any portion of service delivered | No refund available |
| Cancelled consultation (48+ hours notice) | No services provided yet | Full refund (100%) |
| Cancelled consultation (less than 48 hours) | Time already reserved | No refund (rescheduling offered) |
Payment Methods and Processing Times
How quickly you get your money back depends on how you paid originally.
Credit or Debit Card
Refunds appear within 5-10 business days after we process them. Your bank might take an extra few days to post the credit.
Bank Transfer
Direct bank refunds take 7-14 business days. We need your account details on file, so there might be a slight delay if we need to verify information.
Digital Wallets
PayPal and similar services usually reflect refunds within 3-5 business days. Sometimes it's faster, depending on the platform.
If your refund doesn't show up within the expected timeframe, check with your bank first. Sometimes they hold things up on their end. If it's been longer than 15 business days, contact us and we'll investigate.
What's Not Covered
To be completely upfront, here are situations where we can't offer refunds:
- You changed your mind after receiving and reviewing the completed service
- You didn't attend a scheduled consultation without giving us 48 hours notice
- You violated our terms of service or acceptable use policy
- More than 14 days have passed since your purchase
- You're requesting a refund for a promotional or discounted service that was marked as non-refundable at purchase
- Technical issues on your end prevented access (though we're happy to help troubleshoot)
Partial Refunds
Sometimes a partial refund makes more sense than an all-or-nothing approach. We consider partial refunds when:
Service Interruptions
If you experienced service disruptions that affected your ability to use what you paid for, we'll calculate a prorated refund based on the downtime. For example, if you paid for a month-long service but only had access for three weeks due to our technical issues, you'd get approximately 25% back.
Mixed Service Packages
When you've purchased a bundle and only want to return part of it, we can break down the costs. You'd receive a refund for the unused portion minus a small administrative fee (typically 10% of the partial amount).
Quality Issues
If the service didn't meet the standards we promised but you still got some value from it, we might offer a partial refund as compensation. This is decided case by case.
Disputes and Appeals
If your refund request gets denied and you think we got it wrong, you can appeal the decision. Send a detailed explanation to support@candorivexi.com with "Refund Appeal" in the subject line. Include any additional documentation that supports your case.
A different member of our team will review the appeal within 5 business days. Their decision is final, but we always try to be fair and reasonable. If you're still not satisfied, you have the right to dispute the charge with your credit card company or bank, though we'd prefer to work it out directly.
Special Circumstances
Life happens, and sometimes unusual situations arise. We evaluate refund requests outside our standard policy on a case-by-case basis for circumstances like:
Medical Emergencies
Serious health issues that prevent you from using our services may qualify for special consideration. We'll need documentation but try to be understanding.
Business Closure
If your business shuts down unexpectedly and you no longer need budget planning services, reach out. We might be able to work something out.
Service Errors
Significant errors in our deliverables that weren't caught during initial review may qualify for refunds beyond our standard windows.
Questions About Refunds?
If something in this policy isn't clear or you want to discuss your specific situation, we're here to help. Getting in touch is easy.