Refund and Cancellation Policy
At SG Elevate, A Division of Solvonovate Global Private Limited (“we,” “us,” “our”), we are committed to providing high-quality educational technology solutions. This Refund Policy outlines the terms regarding payments, cancellations, and refunds for our Services.
Please read this policy carefully. By purchasing or subscribing to our Services, you agree to the terms outlined below.
1. Scope of This Policy
This policy applies to all users of Elevate’s educational platform, including:
Individual Consumers: Students, parents, or individual learners purchasing directly from our website or app.
Institutional Clients: Schools, districts, universities, or other educational organizations that have entered into a separate agreement with Elevate.
Note: If your access to Elevate was provided by your school or employer, please refer to that institution’s internal policies, as they manage your account and payments on your behalf.
2. Subscription Services (Recurring Payments)
Most of our services operate on a subscription basis (e.g., monthly or annual plans).
A. Cancellation by You
Monthly Subscriptions: You may cancel your subscription at any time. The cancellation will take effect at the end of your current billing cycle. You will continue to have access to the paid features until the next billing date, after which your account will revert to a free tier (if available) or be deactivated.
Annual Subscriptions: You may cancel your annual subscription prior to the renewal date to avoid being charged for the following year. Refunds for the current year are subject to the terms in Section 3 below.
How to Cancel:
Via Website/App: Log in to your account, navigate to “Settings” or “Billing,” and follow the cancellation instructions.
Via Email/Support: Send a cancellation request to finance@sgelevate.online from the email address associated with your account.
B. Cancellation by Elevate
We reserve the right to suspend or terminate your account and subscription if we are unable to process your payment method, if you violate our Terms and Conditions, or if you engage in fraudulent activity. In such cases, no refund will be issued for the unused portion of your subscription.
3. Refund Eligibility
Refunds are evaluated on a case-by-case basis based on the type of purchase and the time elapsed since the transaction.
A. For Individual Consumers (Direct Purchases)
30-Day Money-Back Guarantee: We offer a full refund for any new annual subscription plan purchased directly by an individual within 30 days of the initial purchase date, provided you have not extensively used the platform’s core services. This allows you to try Elevate risk-free.
Monthly Subscriptions: Generally, we do not offer partial refunds or credits for partially used monthly subscription periods. However, if you cancel immediately after being charged in error, please contact us.
One-Time Purchases (e.g., Test Prep Bundles): If you purchase a one-time, non-recurring product, refunds may be available within 14 days of purchase if the product has not been accessed, downloaded, or completed.
Accidental Purchases: If you believe you were charged in error or made a duplicate purchase, please contact us within 7 days for assistance.
B. For Schools and Institutional Clients
Contractual Agreements: Refunds for schools, districts, or corporate clients are governed by the specific Master Services Agreement (MSA) or contract signed with Solvonovate Global.
Mid-Term Cancellation: If an institution cancels their service agreement mid-term, refunds for the unused portion of the contract term are generally not provided unless specified otherwise in the written agreement.
Dissatisfaction: If the platform does not meet the specifications outlined in your sales agreement, please contact your account executive to discuss remediation or credit options.
C. Non-Refundable Items
The following are generally non-refundable:
Fees associated with setup, onboarding, or professional services (unless defective).
Custom development or consulting hours.
Taxes or governmental charges (these are passed through directly).
4. Chargebacks
If you dispute a charge with your bank or credit card company (a “chargeback”) before contacting us, we reserve the right to suspend your account immediately to prevent further charges. If a chargeback is found in our favor, your account may be reinstated, but we may charge a reinstatement fee. Please contact us first to resolve billing issues amicably.
5. How to Request a Refund
To request a refund, please contact our Billing Support Team with the following information:
Email: finance@sgelevate.online
Subject Line: “Refund Request – [Your Full Name]”
Required Details:
Full name and email address associated with the account.
Date of the charge.
Last four digits of the payment method or transaction ID.
Reason for the refund request.
Processing Time:
Once we receive your request, we will review it and respond within 5-7 business days. If approved, refunds will be credited back to the original method of payment. Depending on your financial institution, it may take additional time for the refund to appear in your account (typically 5-10 business days).
6. Technical Issues and Service Downtime
Elevate strives to maintain a 99.9% uptime. If you experience significant technical issues that prevent you from using the core features of the platform for an extended period, please contact our support team. We will work to resolve the issue. In rare cases of prolonged, demonstrable downtime, we may offer a pro-rated credit or extension of your subscription term at our discretion.
7. Changes to This Policy
We reserve the right to update this Refund Policy from time to time. If we make material changes, we will notify you via email or through a notice on our website. Your continued use of the Services after the effective date of the changes constitutes your acceptance of the updated policy.
8. Contact Us
If you have any questions about this Refund Policy or need assistance with a billing issue, please contact us:
Elevate, A Division of Solvonovate Global Private Limited
Billing Department
Email: finance@sgelevate.online