Refund Policy

Last Updated: April 15, 2024

At Finvera Group, we strive to ensure complete satisfaction with our financial awareness services. This Refund Policy outlines our procedures and guidelines regarding refunds for our subscription services and is designed to be fair to both our customers and our company.

1. Subscription Services

Finvera Group offers subscription-based financial services through our platform in the following tiers:

• Essential (Free): Basic services provided at no charge
• Premium (£9.99/month): Advanced financial tracking and personalized guidance
• Enterprise (£24.99/month): Comprehensive financial services including personal coaching

2. Refund Eligibility

2.1 New Subscriptions

We offer a 14-day money-back guarantee for new subscribers to our Premium and Enterprise plans. If you are not satisfied with our services within the first 14 days of your initial subscription, you may request a full refund of your subscription fee.

To qualify for the 14-day refund:

• The request must be made within 14 days of the initial subscription purchase
• This applies only to first-time subscribers to a particular plan
• You must provide a reason for your dissatisfaction to help us improve our services

2.2 Renewal Payments

For subscription renewals (payments after your initial subscription period):

• Refund requests for renewal payments must be submitted within 5 business days of the renewal charge
• Approved refunds for renewals will be prorated based on the unused portion of the subscription period
• If you have used a significant portion of the services during the renewal period, we may offer partial refunds at our discretion

2.3 Technical Issues

If you experience persistent technical issues that significantly impair your ability to use our services, and our support team is unable to resolve these issues within a reasonable time frame, you may be eligible for a full or partial refund, determined on a case-by-case basis.

To qualify for a technical issue refund:

• The issue must be reported to our customer support team promptly when encountered
• You must allow our team reasonable opportunity to address and resolve the issue
• You must provide necessary information to help us diagnose and fix the problem

3. Non-Refundable Items

The following situations are generally not eligible for refunds:

• Requests made after the eligible refund period has expired
• Subscription cancellations requested after more than 14 days of the initial subscription or 5 days of a renewal
• Fees for personalized financial coaching sessions that have already been conducted
• Claims based on features or services not advertised or promised by Finvera Group
• Subscriptions terminated due to violations of our Terms and Conditions
• Instances where the customer has extensively used the service during the subscription period

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer support team at support@finveragroup.com with the subject line "Refund Request"
2. Include your full name, email address associated with your account, and subscription plan
3. Provide the date of the payment you wish to be refunded
4. Explain the reason for your refund request
5. Include any relevant details or documentation that may support your request

4.2 Review Process

Once we receive your refund request:

• We will acknowledge receipt of your request within 2 business days
• Our team will review your request based on the eligibility criteria outlined in this policy
• We will make a decision regarding your refund request within 5-7 business days
• You will be notified of our decision via email

4.3 Refund Method

Approved refunds will be processed using the same payment method used for the original purchase:

• Credit/debit card payments will be refunded to the same card
• PayPal payments will be refunded to your PayPal account
• Other payment methods will be handled on a case-by-case basis

Please note that it may take 5-10 business days for the refunded amount to appear in your account, depending on your financial institution's processing times.

5. Cancellation Policy

You may cancel your subscription at any time through your account settings or by contacting our customer support team. Upon cancellation:

• You will retain access to the subscription services until the end of your current billing period
• No additional charges will be applied unless you choose to reactivate your subscription
• Cancellation does not automatically entitle you to a refund (see Refund Eligibility above)

To cancel your subscription:

1. Log in to your account at finveragroup.com
2. Navigate to "Account Settings" > "Subscription"
3. Click on "Cancel Subscription" and follow the prompts
4. Alternatively, email support@finveragroup.com with your cancellation request

6. Exceptions and Special Circumstances

We understand that exceptional circumstances may arise. In cases of:

• Unauthorized charges or fraud
• Extended service outages
• Major changes to the service that significantly reduce functionality
• Personal hardship or extenuating circumstances

We will review requests on a case-by-case basis and may make exceptions to this policy at our discretion. Please provide all relevant details when submitting requests based on exceptional circumstances.

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify customers of significant changes via email or through notices on our platform. Your continued use of our services following any changes to this policy constitutes your acceptance of the revised policy.