Refund Policy
Understanding your rights and our commitment to fair refund practices at Zenira Path
Refund Eligibility
At Zenira Path, we're committed to your satisfaction with our financial data interpretation services. You may be eligible for a refund under the following circumstances:
- Service cancellation within 14 days of initial purchase for unused portions
- Technical issues preventing access to purchased learning materials or services
- Significant service disruptions lasting more than 48 hours
- Billing errors or duplicate charges on your account
- Unsatisfactory service quality that doesn't meet our published standards
Please note: Refunds are not available for services already consumed, downloaded materials, or cancellations made after 30 days from purchase date. Custom consultation services have different terms outlined in your service agreement.
Refund Process & Timeline
We've streamlined our refund process to ensure quick resolution. Here's what you can expect when requesting a refund:
Step 1: Submit Request (Day 1)
Contact our support team with your refund request including order details, reason for refund, and any supporting documentation. We'll acknowledge receipt within 24 hours.
Step 2: Review Process (Days 2-3)
Our team reviews your request against our refund criteria. We may contact you for additional information or clarification during this period.
Step 3: Decision & Processing (Days 4-5)
Once approved, we initiate the refund process. You'll receive confirmation with expected processing times based on your payment method.
Step 4: Refund Completion (Days 5-10)
Funds are returned to your original payment method. Processing times vary: credit cards 3-5 business days, bank transfers 5-7 business days, PayPal 1-2 business days.
Payment Method Specifics
Refund processing times and methods depend on how you originally paid for our services:
- Credit/Debit Cards: Refunds appear as credits on your statement within 3-5 business days
- Bank Transfer: Direct deposits to your account within 5-7 business days
- PayPal: Fastest processing at 1-2 business days back to your PayPal balance
- Digital Wallets: Processing varies by provider, typically 2-4 business days
- Corporate Accounts: May require additional verification, allow 7-10 business days
We cannot process refunds to different payment methods than originally used. This policy helps protect against fraud and ensures compliance with Australian financial regulations.
Partial Refunds & Service Credits
Sometimes a full refund isn't appropriate, but we still want to make things right. We offer several alternatives:
Partial Refunds: Available for unused portions of subscription services or when service quality doesn't fully meet expectations. We calculate these based on time remaining and services not yet accessed.
- Pro-rated refunds for subscription cancellations mid-cycle
- Service credits for future purchases when technical issues occur
- Complimentary service extensions to compensate for disruptions
- Account credits that never expire for billing discrepancies
Service credits offer flexibility and often provide better value than cash refunds. They can be applied to any Zenira Path service and don't have expiration dates.
Dispute Resolution
If you're not satisfied with our refund decision, we have additional options available. We believe in fair resolution and want every customer to feel heard:
- Escalation to our customer service manager for secondary review
- Independent mediation through Australian financial services ombudsman
- Direct communication with our executive team for complex cases
- Formal complaint process with documented resolution timeline
Most disputes are resolved within 10 business days through our internal process. We maintain detailed records of all customer interactions to ensure fair and consistent treatment.
Special Circumstances
We understand that unique situations require flexible solutions. Our team has authority to make exceptions for:
- Medical emergencies affecting your ability to use our services
- Technical compatibility issues with your systems
- Significant changes to our service offerings that affect your subscription
- Natural disasters or circumstances beyond your control
- Business closure or bankruptcy documentation
Documentation Required: Special circumstance refunds may require supporting documentation. We handle all sensitive information confidentially and in accordance with Australian privacy laws.