Refund Policy

Last Updated: December 29, 2025

This Refund Policy outlines the terms and conditions under which Runivonara ("we," "us," or "our") provides refunds for services purchased through our platform. By purchasing our services, you agree to the terms set forth in this policy.

1. General Refund Principles

We are committed to providing high-quality educational services and strive to ensure customer satisfaction. However, due to the nature of digital educational content and live instruction services, refunds are subject to specific conditions outlined below.

1.1 Service Categories

Our refund policy varies depending on the type of service purchased:

Individual Online Sessions: One-on-one instruction with dedicated instructors
Group Online Sessions: Collaborative learning experiences with multiple participants
Personalized Learning Paths: Customized educational programs and course bundles
Recorded Content: Pre-recorded educational materials and resources
Platform Access: Subscription-based access to platform features

2. Eligibility for Refunds

2.1 Individual Online Sessions

Refunds for individual sessions may be requested under the following conditions:

Cancellation made at least 24 hours before the scheduled session time: Full refund
Cancellation made between 12-24 hours before the scheduled session: 50% refund
Cancellation made less than 12 hours before the scheduled session: No refund
Instructor-initiated cancellations: Full refund or rescheduling option
Technical issues preventing session delivery (on our end): Full refund or rescheduling option

2.2 Group Online Sessions

Cancellation made at least 48 hours before the scheduled session: Full refund
Cancellation made between 24-48 hours before the scheduled session: 50% refund
Cancellation made less than 24 hours before the scheduled session: No refund
Sessions cancelled by Runivonara: Full refund or credit toward future sessions

2.3 Personalized Learning Paths and Course Bundles

Refund requests made within 7 days of purchase and before accessing more than 20% of content: Full refund
Refund requests made within 7 days of purchase after accessing 20-50% of content: 50% refund
No refunds available after accessing more than 50% of content or after 7 days from purchase, whichever comes first
Unused portions of learning paths may be eligible for partial refunds at our discretion

2.4 Recorded Content

Refund available within 48 hours of purchase if no content has been accessed or downloaded
No refunds available once content has been viewed, downloaded, or accessed
Technical issues preventing access: Full refund or technical support to resolve issue

2.5 Platform Access Subscriptions

Monthly subscriptions: Refunds available within 3 days of initial purchase if minimal platform usage (less than 5% of features accessed)
Annual subscriptions: Prorated refunds available within 14 days of purchase if minimal platform usage
Subscription renewals: No refunds on automatic renewals; cancel before renewal date to avoid charges

3. Non-Refundable Items and Services

The following are not eligible for refunds under any circumstances:

Services fully rendered or completed
Promotional or discounted services marked as "non-refundable" at time of purchase
Special event registrations or workshop fees after the event has commenced
Administrative fees or processing charges
Third-party services or content purchased through our platform
Gift certificates, vouchers, or promotional credits
Services cancelled by the user due to personal scheduling conflicts (outside stated cancellation windows)

4. Technical Issues and Service Disruptions

4.1 Platform-Related Technical Issues

If you experience technical difficulties that prevent you from accessing or using our services due to issues on our end:

We will provide technical support to resolve the issue promptly
If the issue cannot be resolved within a reasonable timeframe, a full refund will be provided
Session extensions or rescheduling may be offered as an alternative to refunds

4.2 User-Related Technical Issues

Technical issues arising from your equipment, internet connection, or software compatibility are not grounds for refunds unless we failed to clearly communicate technical requirements prior to purchase.

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, you must:

Contact our support team via email at info@runivonara.com or through your account dashboard
Include your order number, purchase date, and reason for refund request
Provide any relevant documentation supporting your request (for technical issues, quality concerns, etc.)
Submit the request within the applicable timeframe specified in this policy

5.2 Refund Processing Timeline

Refund requests are reviewed within 5-7 business days of receipt
Once approved, refunds are processed within 10-14 business days
Refunds are issued to the original payment method used for purchase
You will receive email confirmation once the refund has been processed

5.3 Partial Refunds

In certain circumstances, partial refunds may be granted at our discretion, including:

Partially completed learning paths or course bundles
Service quality issues that do not warrant a full refund
Late cancellations with extenuating circumstances

6. Instructor Performance and Quality Concerns

If you are dissatisfied with the quality of instruction or educational content:

Contact us within 48 hours of the session or content access
Provide specific details about your concerns
We will investigate the matter and may offer a refund, replacement session, or alternative instructor
Refund decisions for quality concerns are made on a case-by-case basis

7. Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your financial institution:

Your account access may be suspended pending resolution
We will respond to the dispute with documentation of services rendered
Chargebacks found to be unwarranted may result in account termination
We encourage you to contact us directly before initiating a chargeback to resolve issues amicably

8. Modifications to Scheduled Services

8.1 Rescheduling

As an alternative to refunds, we offer rescheduling options:

Individual sessions may be rescheduled up to 12 hours before the scheduled time at no charge
Group sessions may be rescheduled subject to availability and instructor approval
Rescheduling requests should be made through your account dashboard or by contacting support

8.2 Credits and Future Use

In lieu of refunds, we may offer:

Account credits for future services
Extended access to platform features
Complimentary additional sessions or content

9. Special Circumstances

9.1 Medical Emergencies and Extraordinary Events

We understand that unforeseen circumstances may arise. In cases of documented medical emergencies, family emergencies, or other extraordinary events, we may waive standard refund restrictions at our discretion. Documentation may be required.

9.2 Service Discontinuation

If we discontinue a service that you have purchased:

You will receive advance notice whenever possible
Prorated refunds will be provided for unused portions of subscriptions or pre-paid services
Alternative services or credits may be offered

10. Exceptions and Discretionary Refunds

While this policy outlines our standard refund procedures, we reserve the right to grant refunds outside these parameters on a case-by-case basis at our sole discretion. Such decisions do not set precedent for future refund requests.

11. Currency and Payment Method Considerations

Refunds are issued in the same currency as the original transaction
Currency conversion fees or exchange rate differences are not covered by Runivonara
Payment processing fees may be deducted from refunded amounts where applicable
Refund timing may vary depending on your financial institution's processing procedures

12. Contact Information for Refund Inquiries

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

Runivonara
44, Jalan Cantonment, Pulau Tikus
10350 George Town, Pulau Pinang
Malaysia

Email: info@runivonara.com
Phone: +60126912545
WhatsApp: +60126912545

Our support team is available to assist you with refund requests and answer any questions regarding this policy.

13. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes constitutes acceptance of the revised policy. We encourage you to review this policy periodically.

Material changes to refund terms will be communicated via email to registered users when feasible.

14. Governing Terms

This Refund Policy is incorporated into and subject to our Terms of Service. In the event of any conflict between this Refund Policy and the Terms of Service, the Terms of Service shall prevail. By purchasing services from Runivonara, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.