Thank you for choosing VIRTUALI ECOM LTD (“we,” “our,” or “us”) for your e-commerce business support services. We are committed to providing a positive customer experience, but we understand that sometimes issues may arise, requiring consideration for refunds. This Refund Policy outlines the conditions, processes, and eligibility requirements for refund requests.

Please read this policy carefully to understand your rights and our obligations regarding refunds.

1. General Policy Overview

Refunds are subject to the terms outlined below. By purchasing our services, you agree to this Refund Policy in conjunction with our Terms of Use. This policy is designed to be fair to both our customers and us, and to ensure transparency regarding the conditions under which refunds may or may not be provided.

2. Eligibility for Refunds

Refund eligibility depends on the nature of the service provided and the reason for the refund request. In general:

• Refunds are applicable only to eligible services as specified.
• Refunds are only available for services that have not been completed or initiated by our team.

3. Services Covered by Refund Policy

• Monthly Subscriptions: Refunds for monthly subscription fees may be considered under specific conditions outlined below.
• Annual Subscriptions: Annual subscription refunds are prorated based on usage and provided if requested within the defined period.
• One-Time Services: For one-time services, such as consulting, a partial or full refund may be available if services have not commenced.
• Custom Services: For tailored or customized services, refunds will be determined on a case-by-case basis depending on the work already completed.

4. Refund Conditions and Requirements

4.1 Subscription-Based Services

• Monthly Subscriptions:

  • Refunds are generally not provided for monthly subscription fees once the month has begun.
  • Users may cancel the subscription at any time to prevent charges for the following month.
  • Refunds may be considered if there was a billing error or if no service was rendered during the month.

• Annual Subscriptions:

  • Annual subscriptions can be refunded within the first 14 days from the date of purchase, minus any usage charges.
  • If you cancel after 14 days, you may receive a prorated refund based on the unused portion of your subscription, subject to our review.

4.2 One-Time Services

• For one-time or project-based services, refunds are generally only available if work has not commenced. If work has started, refunds are not provided unless there are extenuating circumstances, such as a failure to deliver on promised outcomes.

4.3 Customized or Tailored Services

• Due to the personalized nature of custom services, refunds are generally not available once work has commenced.
• If you are dissatisfied with the results, we may offer revisions or adjustments in lieu of a refund.

5. Refund Process and Timeframe

To request a refund, please follow these steps:

1. Contact Customer Support: Email us at info@virtuali.org within the specified time frame, providing your account details, purchase information, and the reason for the refund request.
2. Review Process: Our team will review the request and may ask for additional information to verify your claim.
3. Refund Approval: Upon approval, we will issue a refund to your original payment method.
4. Processing Time: Refunds typically take 7-14 business days to process, depending on your bank or credit card issuer.

6. Non-Refundable Circumstances

The following scenarios are generally not eligible for refunds:

• Completed Services: Services that have already been provided or completed.
• Change of Mind: Refunds are not provided for a change of mind once services have been rendered.
• Violation of Terms: Users who violate our Terms of Use will not be eligible for refunds.
• Third-Party Services: Services provided by third-party partners through our platform are not eligible for refunds through us.
• Partial Service Delivery: If a service has been partially completed, refunds will only cover the unused portion if eligible.

7. Exceptional Cases

We understand that unique circumstances may arise. In certain cases, we may consider providing refunds beyond the stated terms, including:

• Service Errors or Failures: If we fail to provide a service as promised, we may issue a full or partial refund.
• Billing Errors: If there was a billing error on our part, we will rectify the error and provide a refund as necessary.
• Force Majeure Events: If circumstances beyond our control (e.g., natural disasters, technical disruptions) prevent us from delivering the service, we may provide a refund or service credit.

8. Refund Calculation and Prorated Amounts

For eligible prorated refunds, the calculation will consider the remaining term of the service and any usage or administration fees. The prorated amount is determined based on the unused portion of your subscription period.

9. Disputed Payments

If you dispute a payment made through your bank or credit card, please contact us directly to resolve the issue. Unauthorized chargebacks may result in account suspension and forfeiture of any remaining balance.

10. Refund Method

Refunds are issued to the original payment method used during purchase. We are not responsible for delays in processing by financial institutions or intermediaries.

11. Additional Notes

• No Transfer of Credits: Credits or refunds are non-transferable to other accounts or users.
• Amendments to Policy: We reserve the right to update or change this policy at any time. Updated policies will be posted on our website with the effective date.

12. Contact Information for Refunds

If you have any questions or need assistance with a refund request, please contact us:

VIRTUALI ECOM LTD
2 Frederick Street, London, WC1X 0ND
Email: contact@virtuali.org