Torqenivora
Torqenivora

Refund Policy

Last Updated: January 17, 2025

This Refund Policy explains the conditions under which Torqenivora ("we," "us," or "our") may issue refunds for services purchased through our platform. By purchasing our services, you acknowledge and agree to this policy.

1. General Refund Principles

We are committed to customer satisfaction and strive to provide high-quality online group services. Refund requests are evaluated on a case-by-case basis according to the terms outlined in this policy.

2. Eligibility for Refunds

2.1 Service Cancellation Before Start Date

If you cancel your enrollment before the scheduled start date of a group service program, you may be eligible for a refund according to the following schedule:

  • More than 14 days before start date: Full refund minus administrative fee (10% of total payment or $25, whichever is greater)
  • 7 to 14 days before start date: 50% refund of the total payment
  • Less than 7 days before start date: No refund available

2.2 Service Cancellation After Start Date

Once a group service program has commenced, refunds are generally not provided. Exceptions may be made in the following circumstances:

  • Technical issues on our platform preventing access to services for more than 72 consecutive hours
  • Facilitator absence or program cancellation initiated by Torqenivora
  • Medical emergencies or circumstances beyond your control (documentation may be required)

2.3 Partial Refunds

Partial refunds may be considered if you have attended less than 25% of scheduled sessions and provide valid justification for withdrawal. Partial refunds are calculated on a pro-rata basis minus any administrative fees.

3. Non-Refundable Items and Services

The following are not eligible for refunds under any circumstances:

  • One-time consultation or assessment fees
  • Downloadable materials, recordings, or digital resources that have been accessed
  • Completed sessions or workshops already attended
  • Special promotional packages or discounted bundles (unless otherwise stated)
  • Third-party services or tools integrated with our platform

4. Technical Issues and Service Interruptions

4.1 Platform Availability

If our platform experiences technical difficulties that prevent you from accessing purchased services, we will:

  • Provide alternative access methods or reschedule sessions
  • Extend your access period equivalent to the downtime
  • Issue a refund if the issue cannot be resolved within a reasonable timeframe (typically 7 business days)

4.2 User Technical Issues

Refunds are not provided for technical issues originating from your equipment, internet connection, or failure to meet minimum system requirements.

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, you must:

  1. Submit a written request to contact@torqenivora.com
  2. Include your full name, order number, and purchase date
  3. Provide a detailed explanation of the reason for your refund request
  4. Include any supporting documentation if applicable

5.2 Processing Timeline

We will review your refund request within 5 to 10 business days of receipt. You will receive a written response indicating whether your request has been approved or denied, along with an explanation.

5.3 Refund Method and Timing

Approved refunds will be processed using the original payment method within 10 to 15 business days of approval. Depending on your financial institution, it may take additional time for the refund to appear in your account.

6. Program Changes and Cancellations by Torqenivora

6.1 Program Modifications

We reserve the right to modify program schedules, content, or facilitators. If significant changes occur, you will be notified and offered the following options:

  • Continue with the modified program
  • Transfer to an alternative program of equal value
  • Receive a full refund

6.2 Program Cancellation by Torqenivora

If we cancel a program before its start date, you will receive a full refund of all payments made. If cancellation occurs after the program has started, you will receive a pro-rata refund for未attended sessions.

7. Exceptional Circumstances

We recognize that unforeseen circumstances may arise. In cases of:

  • Serious illness or medical emergency
  • Family bereavement
  • Natural disasters or force majeure events
  • Other extraordinary situations

We may exercise discretion in evaluating refund requests that fall outside our standard policy. Supporting documentation will be required, and decisions will be made at our sole discretion.

8. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your financial institution without first attempting to resolve the matter with us, we reserve the right to:

  • Suspend or terminate your access to services
  • Deny any pending or future refund requests
  • Pursue collection of any legitimate outstanding amounts

We encourage you to contact us directly to resolve any payment concerns before involving third parties.

9. Currency and Exchange Rates

Refunds are processed in the currency of the original transaction. If currency exchange rates have fluctuated between the purchase date and refund date, we are not responsible for any differences in the amount received due to exchange rate variations.

10. Subscription Services

10.1 Monthly Subscriptions

Monthly subscription payments are non-refundable. You may cancel your subscription at any time, and cancellation will take effect at the end of your current billing period.

10.2 Annual Subscriptions

Annual subscriptions may be eligible for a pro-rata refund if cancelled within 30 days of purchase and less than 10% of services have been utilized. After 30 days, annual subscriptions are non-refundable.

11. Transfer of Services

As an alternative to refunds, you may request to transfer your enrollment to another person or to a future program offering, subject to:

  • Availability in the desired program
  • Request made at least 7 days before the program start date
  • Payment of a transfer fee (typically $15 or 5% of the program cost, whichever is greater)
  • Approval by Torqenivora

12. Group Discounts and Promotional Offers

Services purchased under group discounts or promotional offers are subject to specific terms and conditions that may limit refund eligibility. Refund policies applicable to promotional purchases will be clearly communicated at the time of purchase.

13. Refund Limitations

We reserve the right to deny refund requests if:

  • You have violated our Terms of Service or acceptable use policies
  • You have engaged in fraudulent activity or abuse of our platform
  • You have repeatedly requested refunds in a pattern suggesting abuse
  • The request does not meet the criteria outlined in this policy

14. Contact Information

For questions about this Refund Policy or to submit a refund request, please contact us:

  • Email: contact@torqenivora.com
  • Phone: +27217970289
  • Address: 37 Stratford St, Heuwelsig, Bloemfontein, 9332, South Africa

15. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for legal or regulatory reasons. The updated policy will be posted on our website with a revised "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

16. Governing Principles

This Refund Policy is designed to be fair and reasonable to both our customers and our business. While we strive to accommodate legitimate refund requests, we also must maintain the sustainability of our services and ensure equitable treatment of all participants.

Acknowledgment: By purchasing services from Torqenivora, you confirm that you have read, understood, and agree to be bound by this Refund Policy.