Effective Date: January 27, 2025
At myniev, we strive to ensure customer satisfaction with our tutoring services and digital products. This Refunds and Returns Policy explains how you can request a refund, the conditions for returns, and the timeframes involved. By purchasing from myniev.ca, you agree to the terms outlined below.
1. General Policy Overview
We aim to provide high-quality tutoring services tailored to your needs. However, we understand that issues may arise. Refunds and returns are available under specific conditions detailed in this policy.
2. Refund Eligibility
Refunds are available for:
a) Tutoring Services:
- Missed Sessions: If a session is canceled by us or the tutor, you are eligible for a full refund or rescheduling at no additional cost.
- Unsatisfactory Services: If you are unsatisfied with the first tutoring session, we may offer a full refund upon review of your complaint.
- Prepaid Packages: Refunds for unused sessions in prepaid packages can be requested. A prorated refund will be issued for the unused portion, less any applicable administrative fees.
b) Digital Products:
- Refunds are only available for defective or unusable digital resources. Requests must be submitted within 7 days of purchase.
3. Non-Refundable Items
Refunds are not available for:
- Services already rendered or completed.
- Digital products that have been downloaded and are not defective.
- Cancellations made less than 24 hours before a scheduled session (no-show policy).
- Subscription services after the billing period has commenced.
4. How to Initiate a Refund or Return
To request a refund or return, please follow these steps:
- Contact Us:
- Email: info@myniev.ca
- Subject: “Refund Request” or “Return Request”
- Include your name, order number, and a detailed description of the issue.
- Provide Supporting Documents:
- For tutoring services: Include session details and feedback.
- For digital products: Provide proof of purchase and details about the defect.
- Await Confirmation:
- Our team will acknowledge your request within 2 business days and may request additional information if necessary.
- Resolution:
- Approved refunds will be processed as per the timelines in Section 6.
5. Conditions for Refunds and Returns
- Refund Method: Refunds will be issued to the original payment method.
- Digital Products: Must not have been downloaded or accessed beyond reasonable use before reporting a defect.
- Tutoring Services: Refunds will not be granted if services were satisfactorily provided, per our review.
- Timeframe: Refund or return requests must be made within 14 days of purchase or scheduled session.
6. Refund Processing Timeframes
Approved refunds will be processed as follows:
- Tutoring Services: Refunds will be processed within 5-10 business days.
- Digital Products: Refunds will be processed within 7 business days of approval.
- Prepaid Packages: Prorated refunds may take up to 14 business days due to administrative processing.
7. Fees and Costs
- Administrative Fees: Refunds for prepaid packages may incur a 10% administrative fee.
- Bank Fees: Any fees charged by payment processors or banks are non-refundable.
- Shipping Costs: If physical materials (e.g., books) were provided, return shipping costs are the responsibility of the customer.
8. Exceptional Circumstances
In case of extenuating circumstances (e.g., medical emergencies), please contact us directly. We may waive specific conditions or fees on a case-by-case basis.
9. Contact Information for Support
For questions about this policy or to initiate a refund/return, contact us:
Email: info@myniev.ca
Mailing Address: 08 Dusk Drive, Brampton, ON, L6Y 5T7
We are here to ensure your satisfaction and aim to resolve all concerns promptly and fairly. Thank you for choosing myniev!