Refund Policy

1. Overview

This Refund Policy explains when and how customers of Learnovia ("Learnovia", "we", "us", or "our")

may be entitled to a refund of plan fees paid for access to the Learnovia platform. It applies to all customers who purchase a Learnovia plan. Each plan is a single one-off payment for lifetime access — not a recurring subscription. This policy should be read alongside the Learnovia Terms and Conditions, which govern the customer relationship more broadly.

Learnovia is a software-as-a-service (SaaS) platform providing customer relationship management, project management, HR administration, and financial record-keeping tools to small businesses, freelancers, consultants, agencies, and other service-based businesses. Because Learnovia is a digital service rather than a physical product, refunds are handled differently from those associated with tangible goods, and this policy sets out the specific circumstances in which a refund will and will not be issued.

This policy is intended to be read in plain language and to give customers a clear, predictable understanding of their options if they are dissatisfied with their purchase, encounter a billing problem, or otherwise believe they are entitled to a refund. Where anything in this policy is unclear, or a customer's situation is not directly addressed here, customers are encouraged to contact Learnovia support directly so that the matter can be reviewed individually.

2. The 14-Day Money-Back Guarantee

Learnovia offers a 14-day money-back guarantee on eligible purchases. This means that a new customer who purchases a Learnovia plan for the first time may request a full refund of that first plan payment if they do so within 14 calendar days of the date that payment was made, provided the purchase meets the eligibility criteria set out in this policy.

The purpose of the guarantee is to give new customers a genuine opportunity to trial the platform using their own real business data — setting up customer records, creating projects, exploring HR features if included in their package, and testing the invoicing and financial reporting tools — without the financial risk of being locked into a purchase that does not suit their needs.

The 14-day period begins on the date the first plan payment is successfully processed, not on the date the customer first logs in or begins actively using the account. For payments made by Bacs Direct Debit, this is the date Stripe confirms the payment. Customers who wish to take full advantage of the trial period are encouraged to begin exploring the platform promptly after signing up, so they have adequate time to evaluate whether Learnovia meets their needs before the guarantee window closes.

To request a refund under the money-back guarantee, the customer must submit a request to Learnovia, using the contact and support channels described in Section 8 of this policy, before the 14-day window expires. Requests received after the 14-day period has ended will not be eligible under the money-back guarantee, although they may still be considered under the discretionary review process described in Section 6.

3. What the Guarantee Covers

The 14-day money-back guarantee applies specifically to a customer's first plan payment for a given Learnovia account — that is, the payment made when the account is first created. This is the payment the guarantee is designed to protect, since it represents the point at which a customer is committing to the platform without having had the opportunity to use it.

The guarantee applies across all plans offered by Learnovia, whether the customer has chosen an entry-level plan designed for a single freelancer or a higher-tier plan designed for a larger team with access to the full range of CRM, project management, HR administration, and financial record-keeping modules. Eligibility is based on the timing and nature of the payment rather than which specific plan was purchased.

Because every plan is a single one-off payment, a successful refund request under the guarantee will result in that full payment being refunded, provided the request is made within the 14-day window from the date the payment was taken. When a refund is issued, the access bought with that payment ends.

Where Learnovia offers a free trial before a customer's first plan payment, the 14-day window under this guarantee begins when that first payment is processed, not from the start of the free trial itself.

4. What the Guarantee Does Not Cover

The 14-day money-back guarantee is intended to apply to a customer's first plan payment, and does not automatically extend to every subsequent payment made on that account.

Later payments — that is, further one-off payments a customer chooses to make after their first successful payment, for example to move to a larger plan — are not covered by the money-back guarantee, since the customer has, by that point, already had access to the platform and had the opportunity to evaluate it and to request a refund of the initial payment if dissatisfied. Later payments are never taken automatically; they are only made when the customer chooses to make them.

Where a customer buys a different plan after their initial 14-day window has passed, for example to move to a larger plan, the money-back guarantee does not reset or reapply to the new plan.

Plan changes are treated as a continuation of the same underlying customer relationship rather than a new eligible purchase, unless Learnovia expressly states otherwise for a particular promotion or package change.

The guarantee does not cover any third-party costs, fees, or charges the customer may have incurred in connection with their use of Learnovia, such as their own internet service costs, hardware, or any separate services the customer has purchased from a third party in order to use Learnovia more effectively.

Purchases made through certain promotional offers, discounted bundles, or reseller or partner arrangements may be subject to different or additional refund terms, which will be communicated to the customer at the time of purchase where applicable. Where such terms conflict with the general 14-day guarantee described in this policy, the specific terms of the relevant promotion or arrangement will apply.

The guarantee is a commercial policy offered by Learnovia and is separate from, and does not replace or limit, any statutory rights a customer may have under applicable consumer protection law, as described further in Section 9 of this policy.

5. Eligibility Criteria

To be eligible for a refund under the 14-day money-back guarantee, a request must meet each of the following conditions: the request relates to the customer's first plan payment on the relevant account; the request is submitted within 14 calendar days of that payment being processed; the account has not, in Learnovia's reasonable assessment, been used in a manner that breaches the Learnovia Terms of Service, such as abusive use of the platform, fraudulent activity, or attempts to exploit the guarantee through repeated sign-ups; and the payment in question was successfully processed and is not already the subject of a chargeback or payment dispute raised directly with Stripe or the customer's card issuer or bank.

Where a customer has raised a chargeback or payment dispute directly through their bank, card issuer, or Stripe, rather than contacting Learnovia directly, this policy's refund process may not apply in the same way, and the matter will instead generally be handled through the applicable chargeback or dispute resolution process operated by the relevant payment provider.

Learnovia reserves the right to decline a refund request, or to treat an account as ineligible for the money-back guarantee, where there is reasonable evidence of misuse of the guarantee — for example, a pattern of repeated sign-ups and refund requests by the same individual or business using different account details in an attempt to access the platform for free on a recurring basis.

Eligibility is assessed by Learnovia based on the information available at the time of the request, including account activity, billing history, and any relevant correspondence with the customer. Learnovia aims to apply this policy consistently and fairly across all customers.

6. Refund Requests Outside the 14-Day Window

Refund requests submitted after the 14-day money-back guarantee period has expired are not covered by the guarantee itself, but Learnovia will still review such requests on a discretionary, case-by-case basis, particularly where the request relates to a specific billing error, technical issue, or other circumstance outside the customer's control.

Examples of situations that may be considered for a discretionary refund, even outside the 14-day window, include a duplicate charge caused by a processing or system error, a plan paid for twice by mistake, or a charge applied due to a verified error on the part of Learnovia, such as an incorrect price being applied to a plan.

Discretionary refund requests should be submitted through the support channels described in Section 8, with as much relevant detail as possible, including the date of the charge in question, the nature of the issue, and any supporting information that may help Learnovia assess the request. Learnovia will review each discretionary request individually and respond within a reasonable timeframe.

Approval of a discretionary refund request outside the 14-day guarantee period is at Learnovia's sole discretion and is not guaranteed. Customers should not assume that a refund will be granted for reasons of general dissatisfaction, changed business circumstances, or simple non-use of the account once the initial 14-day guarantee period has passed, as ongoing access to the platform is understood to have been available to the customer throughout that time.

7. No Recurring Charges; Closing Your Account

Each Learnovia plan is a single one-off payment for lifetime access, so there is no recurring billing to cancel. Customers may stop using the platform at any time, or contact Learnovia support to close their account. Stopping use of the platform or closing an account does not, by itself, generate an automatic refund of any payment already made, except where that payment falls within the 14-day money-back guarantee window described in Section 2, or is otherwise approved under the discretionary process described in Section 6.

Learnovia does not take any further payment unless the customer chooses to make one.

Customers who stop using the platform or close their account will not automatically receive a partial refund, except where the request is an eligible 14-day money-back guarantee request or is otherwise approved on a discretionary basis.

No further charge is ever taken unless the customer chooses to make one. If a payment made by Bacs Direct Debit or Klarna later fails or is returned unpaid, the access that payment was for is withdrawn.

If a customer's account is closed or suspended by Learnovia due to a breach of the Terms of Service, rather than at the customer's own request, refunds will generally not be issued for the period during which access is withdrawn as a result of that breach.

8. How to Request a Refund

Customers wishing to request a refund, whether under the 14-day money-back guarantee or on a discretionary basis, should contact the Learnovia support team using the contact details published on the Learnovia website and within the customer's account dashboard. To help process the request efficiently, customers should include the email address associated with their Learnovia account, the date of the payment in question, the plan purchased, and a brief description of the reason for the refund request.

Learnovia aims to acknowledge refund requests promptly and to review and resolve eligible requests within a reasonable period, generally within a small number of business days of receiving all necessary information from the customer. Where additional information is needed to assess a request, Learnovia will contact the customer to request it.

Approved refunds will be issued to the original payment method used for the purchase, processed through Stripe in the same way the original payment was collected. Where the original payment method is no longer available or valid — for example, if a card has expired or a bank account used for Direct Debit has been closed — Learnovia will work with the customer to arrange an alternative means of processing the refund where reasonably possible.

Refunds processed through Stripe are typically reflected on the customer's bank or card statement within a standard processing timeframe, though the exact time may vary depending on the customer's bank or card issuer and is not something Learnovia directly controls once the refund has been issued from its side.

9. Statutory Rights

This Refund Policy, including the 14-day money-back guarantee, is a commercial policy offered by Learnovia and operates in addition to, and does not limit or replace, any statutory rights a customer may have under applicable consumer protection law in their jurisdiction. Depending on where a customer is located and the nature of their purchase, additional legal rights regarding cancellation, refunds, or the quality of digital services may apply.

Where any provision of this policy is found to conflict with a customer's non-excludable statutory rights, those statutory rights will take precedence, and Learnovia will handle the matter in accordance with applicable law. Nothing in this policy is intended to exclude, restrict, or modify any right or remedy that cannot lawfully be excluded, restricted, or modified.

Business customers should note that certain statutory consumer protections that apply to individual consumers purchasing for personal use may not apply in the same way to purchases made by a business for business purposes. Where relevant, Learnovia's contractual terms, including this Refund Policy and the Terms and Conditions, will govern the relationship between Learnovia and business customers, subject to any mandatory legal provisions that cannot be excluded by agreement.

Customers who believe they have a claim under statutory consumer protection law that is not adequately addressed through this policy are encouraged to raise the matter directly with Learnovia in the first instance, so that it can be reviewed, in addition to pursuing any other rights or remedies available to them under applicable law.

10. Changes to This Policy

Learnovia may update this Refund Policy from time to time, for example to reflect changes in how plans are priced or paid for, changes in applicable law, or improvements to how refund requests are handled. Where changes are made, the updated policy will be published on the Learnovia website, along with an indication of when it takes effect.

Except where required otherwise by law, changes to this policy will generally apply to purchases made after the updated policy takes effect, rather than being applied retroactively to reduce the rights a customer had at the time of their original purchase. Customers are encouraged to review this policy periodically, particularly before making a new purchase, to stay informed of the terms that apply to them.

If a customer has questions about which version of this policy applies to a particular purchase, or about any other aspect of this Refund Policy, they are encouraged to contact Learnovia support directly for clarification before relying on a refund request.

11. Summary

In short: new customers who purchase a Learnovia plan are covered by a 14-day money-back guarantee on their first payment, allowing them to request a full refund if they are not satisfied, provided the request is made within 14 calendar days of that payment and the account has been used in accordance with the Learnovia Terms of Service. Later payments and requests made after the 14-day window are not automatically covered by the guarantee, though Learnovia will review such requests on a discretionary, case-by-case basis, particularly where a billing error or similar issue is involved.

Each plan is a single one-off payment for lifetime access, so customers are never charged again without choosing to pay. Customers who bought before lifetime access was introduced, either a fixed access period or an automatically renewing subscription, keep that purchase on the terms that applied when they bought it, until it ends or is cancelled. Subscriptions can be cancelled at any time through the billing settings within the platform or by contacting Learnovia support. If such a customer buys a plan for lifetime access, any subscription is cancelled and lifetime access replaces their earlier access. Refund requests should be directed to Learnovia support with relevant account and payment details, and approved refunds are issued to the original payment method via Stripe.

This policy operates alongside, and does not limit, any statutory rights a customer may separately hold under applicable consumer protection law. Customers with questions about their specific situation are always encouraged to contact Learnovia directly, so that their request can be reviewed individually and accurately against the terms set out in this policy.