Learnexify Refund Policy
This Refund Policy outlines the terms and conditions under which Learnexify ("Learnexify," "we," "us," or "our") processes refund requests, credits, and payment adjustments. By purchasing, subscribing to, or using Learnexify's platform and related Services, the Client ("Client," "you," or "your") agrees to the terms set out in this policy.
1. General Policy Principles
Except as expressly provided in this Refund Policy or agreed to in a separate written commercial agreement, all fees and payments made to Learnexify are non-refundable.
Learnexify reviews all refund requests on a case-by-case basis at its sole operational discretion. When a refund is approved, Learnexify will initiate processing within thirty (30) calendar days of approval, subject to the conditions, fee deductions, and operational rules detailed below.
2. Circumstances Eligible for Refund Consideration
A partial or full refund (or billing credit) may be issued under the following limited circumstances:
- Major Service Unavailability: A technical platform outage or major system fault directly originating from Learnexify's infrastructure prevents the Client from accessing core agreed Services for more than three (3) consecutive calendar days (72 consecutive hours).
- Duplicate Payment Error: A duplicate transaction was processed in error due to a technical glitch or billing system oversight.
- Advance Payment for Uncommenced Future Period: An advance payment was made for a future billing cycle or unperformed service period, and a valid cancellation request was submitted in full accordance with Section 8 of the Terms of Service prior to the commencement of that period.
- Early Termination by Learnexify: Learnexify terminates a Client's managed services or Subscription early for convenience through no fault, breach, or non-payment of the Client. In such cases, a pro-rata refund for the unearned, unused portion of the pre-paid service period will be issued.
- Incomplete Fixed-Price Milestones: Work on an agreed, fixed-price custom engagement or onboarding package is cancelled before completion, in which case a partial refund for the uncompleted milestone portion will be evaluated and issued as determined by Learnexify.
3. Circumstances Not Eligible for Refund
Under no circumstances will refunds, credits, or adjustments be granted for:
- Active Monthly Billing Cycles: Fees paid for a monthly Subscription billing cycle that has already commenced on or after the 1st of the month.
- Failure to Cancel Before Invoice Date: Subscription renewals where the Client failed to submit written cancellation instructions before the 23rd invoice generation date, resulting in the issuance and processing of the subsequent cycle's payment.
- Late Payment Penalties: Any accrued late fees ($5 per day after the 7-working-day grace period) levied due to delayed invoice settlement.
- Services Rendered or Accepted: Any fees for onboarding, setup, custom administration, technical support, or managed services that have already been performed, delivered, or accepted by the Client.
- Pass-Through & Third-Party Costs: Third-party licenses, domain provisioning, external storage addons, or Third-Party API integrations incurred by Learnexify on the Client's behalf.
- Account Termination for Violation: Any account suspension, feature locking, or service termination resulting from the Client’s or End User's violation of the Learnexify Terms of Service or Acceptable Use rules.
4. Refund Terms by Service Type
4.1 SaaS Monthly Subscription Plans
Billing Cycle & Renewal Cut-Off: Monthly Subscriptions renew automatically on the 1st of each month. Invoices are generated on the 23rd of the preceding month and are due on the 1st.
Cancellation Requirement: Cancellation instructions must be submitted before the 23rd invoice date to prevent the next monthly cycle from being invoiced and charged.
Non-Refundability: Once a monthly billing cycle begins on the 1st, subscription fees for that active month are strictly non-refundable. Platform access will remain active through the end of the paid billing period.
4.2 Yearly SaaS Subscription Plans (Where Offered)
Clients on an annual billing cycle may request a refund within thirty (30) calendar days of the initial payment date, provided the platform has not been actively configured, populated, or used by End Users.
After the 30-day window, annual subscription payments are non-refundable.
4.3 Managed Services & Custom Implementation
Clients may request a full refund within seven (7) calendar days of initial payment, provided setup or managed administrative services have not yet commenced.
Where managed work has commenced within the 7-day window, Learnexify will assess the value of logged hours and completed work, issuing a partial refund solely for the remaining uncompleted portion.
4.4 Hourly & Ad-Hoc Support Services
Fees for hourly administrative work or troubleshooting already performed and logged are non-refundable.
Any billing dispute regarding logged hourly work must be submitted in writing within seven (7) working days of invoice issuance.
5. Third-Party Payment Processing Fee Deductions
Learnexify processes payments via third-party payment gateways, including Stripe, PayPal, and 2Checkout.
Client Responsibility for Processing Fees: In the event of an approved voluntary or partial refund (including cancellations or milestone adjustments), all third-party payment processing fees, bank charges, and currency conversion transaction fees are the sole responsibility of the Client.
Deduction at Source: Learnexify does not absorb third-party gateway charges. Any approved refund amount will be remitted to the Client net of the non-refundable transaction fees assessed by the applicable payment processor (Stripe, PayPal, or 2Checkout).
Exception for Duplicate Payments: Where a refund is issued due to a verified duplicate payment error caused by Learnexify's billing system, Learnexify will refund the full amount without gateway fee deductions.
6. How to Submit a Refund Request
To submit a formal request for a refund or billing adjustment, the Client must send a written request containing complete details within the applicable eligibility window.
6.1 Required Submission Information
- Client Organization / Institution Name
- Account Administrator Name and Work Email
- Invoice Number and Transaction ID
- Payment Date and Amount Paid
- Specific Reason for the Refund Request
- Supporting documentation or system logs (where claiming technical unavailability)
6.2 Contact Channel & Timelines
- Email Requests: Submit via email to support@learnexify.com.
- Acknowledgment: Learnexify will acknowledge receipt of the request within seven (7) working days.
- Decision Communication: Learnexify will review the claim and communicate a formal written decision within thirty (30) working days of receipt.
7. Refund Processing & Disbursement
Disbursement Window: Approved refunds will be initiated within thirty (30) calendar days following written notification of approval.
Processing Timeframes: Depending on the Client’s financial institution, payment method (Stripe, PayPal, 2Checkout), and card issuer, refunded funds typically take 7 to 14 working days to reflect in the Client's account after initiation.
Original Payment Method: Refunds will only be issued back to the original payment method or card used for the initial transaction.
8. Billing Disputes & Escalation
If a Client disagrees with a billing invoice or refund determination, the dispute must be raised with Learnexify within seven (7) working days of the invoice or decision date.
The parties agree to resolve all payment disputes through good-faith communication in accordance with the Dispute Resolution procedures set forth in Section 24 of the Learnexify Terms of Service.
9. Changes to This Refund Policy
Learnexify reserves the right to update or modify this Refund Policy at any time. Material changes will be communicated to active Clients via email or platform announcements in advance of taking effect. The "Last Updated" date at the top of this document indicates when the latest modifications were made.