Refund Policy
Last updated: August 14, 2025
Overview
At Cravonelixo, we strive to provide exceptional online educational services. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our courses, programs, and services.
Eligibility for Refunds
Group Online Sessions
Refund requests for group online sessions must be submitted within 7 days of the initial session start date. Refunds are calculated based on the number of sessions attended versus total sessions purchased.
If you have attended more than 25% of the scheduled group sessions, you will not be eligible for a refund.
Individual Private Lessons
For individual private lessons, refunds may be requested under the following conditions:
Cancellations made at least 48 hours before the scheduled lesson time are eligible for full credit or refund. Cancellations made less than 48 hours before the scheduled time are non-refundable but may be rescheduled once at no additional charge.
Unused lesson credits purchased in packages may be refunded within 30 days of purchase if no lessons have been scheduled or attended.
Course Materials and Digital Content
Digital course materials, downloadable content, and access to recorded sessions are non-refundable once accessed or downloaded. If you have not accessed the materials, you may request a refund within 14 days of purchase.
Subscription Services
Monthly subscription services may be cancelled at any time, with access continuing until the end of the current billing period. No partial refunds are provided for unused portions of a subscription month.
Annual subscriptions may be refunded on a pro-rata basis if cancelled within the first 60 days, minus any platform usage fees and accessed content value.
Non-Refundable Items
The following items and services are non-refundable under any circumstances:
Promotional or discounted courses purchased during special offers
Certification fees and examination costs
Third-party services or materials purchased through our platform
Administrative fees and processing charges
Services rendered in full where all sessions have been completed
Refund Request Process
How to Request a Refund
To request a refund, please contact our support team at contact@cravonelixo.com with the following information:
Your full name and account email address
Order or transaction reference number
Course or service name
Reason for refund request
Supporting documentation if applicable
Processing Timeline
Refund requests are reviewed within 5 business days of receipt. Once approved, refunds are processed within 10 business days.
The time for funds to appear in your account depends on your payment method and financial institution, typically ranging from 5 to 10 additional business days.
Refund Methods
Refunds are issued using the original payment method whenever possible. If the original payment method is no longer available, alternative arrangements will be made on a case-by-case basis.
Platform credits may be offered as an alternative to monetary refunds and can be applied to future purchases at full value.
Special Circumstances
Technical Issues
If you experience technical difficulties that prevent you from accessing our services, please report the issue immediately. We will work to resolve technical problems promptly and may offer refunds or credits if the issue cannot be resolved within a reasonable timeframe.
Instructor Cancellations
If an instructor cancels a session or course, you will receive a full refund or the option to reschedule at no additional cost. This policy applies to both individual and group sessions.
Medical or Emergency Situations
We understand that unforeseen circumstances may arise. In cases of documented medical emergencies or exceptional situations, we may offer refunds or credits outside our standard policy terms at our discretion.
Denied Refund Requests
Refund requests may be denied if:
The request is submitted outside the eligible timeframe
The service has been substantially utilized beyond refund thresholds
The purchase falls under non-refundable categories
Insufficient or incorrect information is provided
Evidence of policy violation or misuse is detected
Appeals Process
If your refund request is denied and you believe the decision was made in error, you may submit an appeal by contacting our customer service team within 14 days of the denial notification. Appeals are reviewed by senior management and decisions are considered final.
Chargebacks and Disputes
We encourage you to contact us directly to resolve any payment disputes before initiating a chargeback with your financial institution. Initiating a chargeback without attempting to resolve the matter with us may result in suspension of your account and access to services.
If a chargeback is filed, we reserve the right to provide evidence of service delivery to your financial institution and may pursue recovery of services rendered.
Modifications to Services
We reserve the right to modify course content, schedules, and instructors as necessary to maintain quality standards. Minor modifications do not constitute grounds for refunds. Significant changes that materially affect the value or nature of purchased services will be communicated in advance, and refunds may be offered at our discretion.
Currency and Exchange Rates
Refunds are processed in the original transaction currency. Any currency conversion fees or exchange rate fluctuations that occur between the time of purchase and refund are the responsibility of the customer.
Taxes and Fees
Refunded amounts include any taxes charged at the time of purchase. However, payment processing fees charged by third-party providers are non-refundable and may be deducted from refund amounts where applicable.
Account Termination
If your account is terminated for violation of our Terms of Service or acceptable use policies, all fees are forfeited and no refunds will be issued for any unused services or subscription periods.
Contact Information
For questions regarding this Refund Policy or to submit a refund request, please contact us:
Email: contact@cravonelixo.com
Phone: +27832267806
Address: Ground Floor, CCMA Building, 78 Darling Street, Cape Town, 8001, South Africa
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes become effective immediately upon posting to our website. Continued use of our services after changes constitutes acceptance of the modified policy.
Material changes that reduce customer rights will be communicated via email to registered users and will apply only to purchases made after the effective date of the change.
Governing Terms
This Refund Policy is part of and subject to our Terms of Service. In the event of any conflict between this policy and the Terms of Service, the Terms of Service shall prevail.
This Refund Policy was last updated on August 14, 2025. Please review this policy periodically for any changes.