Refund Policy
This policy outlines the conditions under which refunds can be requested and granted, as well as the process for submitting and reviewing refund requests.
To ensure the highest level of satisfaction, TRAIVIS offers a comprehensive refund policy applicable to all course types, including hybrid courses.
Eligibility Criteria for Refunds
Submission Period
General Courses: Refund requests must be submitted within 14 days of the payment date.
Hybrid Courses: Refund requests must be submitted before the end date of the last lecture. If the refund request period has passed but the course has not yet been completed, users should contact TRAIVIS support directly for further assistance. check & test it
Valid Reason and Supporting Evidence
Refund requests must include a valid reason and be accompanied by relevant supporting evidence. Valid reasons include, but are not limited to:
The course content does not match the description provided at the time of enrolment.
Technical issues caused by TRAIVIS platform that prevented the user from accessing the course content. This may include persistent platform errors, accessibility issues, or software incompatibilities.
The quality of the course did not meet reasonable expectations, such as poorly prepared materials, unresponsive instructors, or unprofessional conduct. However, all courses are subjected to strict review by TRAIVIS's team prior publishing to the users.
For hybrid courses, unforeseen circumstances (such as medical emergencies or significant personal issues) prevented attendance before the end date of the last lecture.
Students may be entitled to request a refund if an instructor fails to attend a scheduled session without prior notice and does not arrange a suitable alternative session.
If an instructor misses more than three sessions within a single course without providing proper notification, students may request a partial refund proportional to the number of missed sessions.
Refund Process
Accessing the Refund Request Form
To initiate a refund request, follow these steps:
Sign in to your TRAIVIS account.
Click on your profile picture in the top-right corner of the screen.
Select "Wallet" from the dropdown menu.
Locate the transaction for which you want to request a refund in the transaction table.
Click on the "Refund" button. This option is available within 14 days of the payment date for all courses or, in the case of hybrid courses, before the end date of the last lecture. If outside of this period, contact TRAIVIS directly through the "Report an Issue" feature.
Submitting the Refund Request
When submitting your refund request:
Reason for Refund: Provide a detailed explanation of why you are requesting a refund. Be specific about the issues encountered.
Supporting Evidence: Attach any relevant documents, screenshots, or other evidence that support your claim. This may include proof of technical issues, correspondence with instructors, or medical certificates in the case of unforeseen circumstances.
Direct Contact for Hybrid Courses: If the refund request period has passed but the course is still ongoing, contact TRAIVIS support directly for a case-by-case evaluation.
An email will be sent to notify all involved parties, such as the student, instructor, Karma referrer, and influencer, by the refund request.
Refund Request Review Process
Once your refund request has been submitted, the TRAIVIS support team will review it within 30 working days. The status of your refund request will be updated in the transaction table:
Refund Requested: This indicates that your refund request has been submitted and is currently under review.
Refund Rejected: Indicates that the refund request has been reviewed and denied. In this case, all parties involved will retain their earnings, and the payer will not receive a refund.
Cancelled: Indicates that the refund request has been approved, and the transaction has been cancelled and reversed for all parties involved, including the student.
In the course of evaluating the refund process, TRAIVIS reserves the right to examine and view the correspondence between the parties involved on the TRAIVIS platform. Any correspondence that occurs outside of the TRAIVIS platform will be disregarded as evidence. Therefore, it is essential to maintain all correspondence within the TRAIVIS platform to ensure compliance.
Approval Process
If your refund request is approved:
Refund Disbursement: The refunded amount will be returned to your wallet.
Transaction Update: The transaction status will be updated to "Cancelled" in the transaction table, reflecting the reversal of the transaction.
Reversal of Earnings and Commissions: All associated earnings and commissions (including those for influencers, instructors, karma referrers, and TRAIVIS) will be reversed accordingly.
In cases where a refund request is approved, the user may receive a partial refund based on their attendance rate and usage of course resources. For example, if a user has attended 50% of the classes/content, they may receive a refund equivalent to 50% of the paid amount.
Conditions for Refund Denial
Refund requests may be denied under the following circumstances:
The refund request was submitted after the 14-day refund period or after the end date of the last lecture for hybrid courses.
The course has been fully completed by the user, meaning all materials have been accessed.
The refund request does not include sufficient supporting evidence to justify the refund. Without adequate proof of issues or claims, the request may be denied.
The justification given for the refund request does not satisfy the eligibility requirements specified in this policy. This may encompass reasons such as a change of mind, insufficient time to finish the course, a mismatch between the course level and the user's capabilities, dissatisfaction with the course pacing without appropriate justification, or other factors stemming from a failure to read and understand the publicly available course information.
If the student's attendance rate is less than 80% up to the refund request date. For example, if a student enrolled in a 12-class/content course submits a refund request after the 5th class but has attended fewer than 4 of these classes, the likelihood of rejection is high. Content here include the quizzes and assignments.
If the refund request is submitted after more than 50% of the classes have been held. For instance, in a 12-class/ content course, if the refund request is submitted after the 6th class, the likelihood of rejection is high. Content here include the quizzes and assignments.
Additional Considerations: Each refund request is assessed individually, taking into account a variety of factors, including any unique circumstances that may have impacted the user's ability to engage with or access the course, the extent of support provided by the instructor during the course, ongoing technical difficulties arising from a bug or software defect on the TRAIVIS platform that may have adversely affected the user's experience, and the actions taken by the instructor to address any issues and provide compensation prior to the submission of the refund request. Should the instructor propose compensation, such as additional classes or personalised tutoring, within one week of the refund request, TRAIVIS will review this proposal. If the proposal is considered fair and reasonable, the refund request may be denied.
If users are uncertain about their eligibility for a refund, they are encouraged to contact the TRAIVIS support team for clarification.
Appeal Process:
If you find yourself in disagreement with the decision regarding your Refund Request, you may initiate an appeal by reaching out to us via the "Contact Us" page within 48hours of receiving the decision.
Impact on Account Balances
While a refund request is under review, associated earnings and spending will be shown as "on hold" in the transaction table. This ensures that no funds are disbursed until the review is complete.
Once a refund request is approved, the refunded amount will be deducted from the payer's current balance and returned to their wallet. Corresponding earnings and commissions will be reversed and deducted from the respective accounts of the instructor, influencer, karma referrer, and TRAIVIS.
The refunded amount will be credited to the user's wallet balance on the TRAIVIS Platform, allowing them to either purchase courses or withdraw the funds.
If a refund request is rejected, the transaction will remain unchanged, and no funds will be returned. All parties involved will retain their earnings.
Monitoring Refund Requests
Users have the ability to track the progress of their refund requests via the transaction table located on the wallet page. This table offers comprehensive details regarding each transaction, including the present status of any refund requests, which may be categorised as Refund Requested, Refund Rejected, or Cancelled. Furthermore, notifications will be dispatched to all relevant parties at each stage of the process, from the submission of the Refund Request to the final decision.
If you have any questions about your refund eligibility or the status of a request, please contact TRAIVIS support for assistance.
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