Refund Policy
Last Updated: June 27, 2025
This Refund Policy outlines the terms and conditions under which Pruvoxacent ("we," "us," or "our") processes refund requests for services and subscriptions purchased through our platform at pruvoxacent.com. By making a purchase, you acknowledge that you have read, understood, and agree to the terms described in this policy.
1. General Principles
We are committed to ensuring a satisfactory learning experience for all students on our platform. We evaluate refund requests on a case-by-case basis in accordance with the criteria set forth in this policy. Our goal is to be fair and transparent in all refund-related decisions.
All refund requests are subject to review and are not guaranteed unless the conditions described herein are clearly met. We reserve the right to modify this policy at any time, with changes taking effect upon publication on our website.
2. Eligibility for Refunds
Refund eligibility depends on the type of product or service purchased and the circumstances surrounding the request. The following general conditions apply:
2.1 Course Enrollments
A full refund may be requested within 14 days of the original purchase date, provided that:
| Condition | Eligible for Refund |
|---|---|
| Request submitted within 14 days of purchase | Yes, subject to consumption limits |
| Less than 20% of course content accessed | Yes, full refund |
| 20% to 50% of course content accessed | Partial refund at our discretion |
| More than 50% of course content accessed | No refund |
| Request submitted after 14 days | No refund |
| Course certificate already issued | No refund |
Content access is measured by our system logs and is considered final and binding for the purposes of evaluating refund eligibility.
2.2 Subscription Plans
For monthly or annual subscription plans, the following terms apply:
| Subscription Type | Refund Eligibility |
|---|---|
| Monthly subscription | Refund within 7 days of billing date if no content accessed |
| Annual subscription | Refund within 14 days of initial purchase if less than 10% content accessed |
| Renewal charges | Not eligible for refund once processed |
| Downgraded or cancelled mid-cycle | No prorated refund for unused period |
Subscription cancellations prevent future billing but do not automatically trigger a refund. You must submit a separate refund request as described in Section 5.
2.3 Bundles and Promotional Purchases
Courses or subscriptions purchased as part of a bundle or at a discounted promotional rate are subject to modified refund terms. Refunds for bundle purchases will be calculated based on the proportional value of the unused or unaccessed content, minus any discount applied at the time of purchase. Promotional purchases may have restricted or no refund eligibility, which will be disclosed at the time of purchase.
3. Non-Refundable Items
The following items and circumstances are explicitly excluded from our refund policy and are not eligible for any refund:
a) Purchases made using promotional credits, gift cards, or voucher codes.
b) Any add-on services, downloadable materials, or one-time digital resources that have already been accessed or downloaded.
c) Certification fees and examination-related charges once the assessment has been initiated or completed.
d) Live session bookings or instructor-led workshops where less than 48 hours' notice was given for cancellation.
e) Accounts that have been suspended or terminated due to a violation of our Terms of Service.
f) Services rendered or platform access already consumed beyond the eligible thresholds described in Section 2.
g) Currency conversion fees or third-party transaction charges imposed by payment processors.
4. Special Circumstances
4.1 Technical Issues
If you are unable to access purchased content due to a verified technical issue on our platform, and we are unable to resolve the issue within a reasonable timeframe, you may be eligible for a full or partial refund regardless of standard eligibility criteria. You must report technical issues promptly and provide sufficient detail for our team to investigate.
4.2 Duplicate Purchases
If you inadvertently purchase the same course or subscription twice, we will issue a full refund for the duplicate transaction upon verification, provided the request is made within 30 days of the duplicate charge.
4.3 Course Discontinuation
In the event that we discontinue a course or remove it from our platform after your purchase, we will offer either a full refund or equivalent credit toward another course of your choice, regardless of how much content was previously accessed.
4.4 Billing Errors
Unauthorized or erroneous charges resulting from our billing system will be fully refunded upon verification. You must notify us within 60 days of the charge in question to initiate an investigation.
5. How to Request a Refund
To submit a refund request, please follow the steps below:
Step 1: Contact our support team by emailing info@pruvoxacent.com with the subject line: "Refund Request – [Your Order Reference Number]".
Step 2: Include the following information in your request:
| Required Information | Details |
|---|---|
| Full name | As registered on your account |
| Email address | Associated with your account |
| Order or transaction reference | Found in your purchase confirmation email |
| Course or subscription name | The specific item for which a refund is requested |
| Reason for refund | A brief explanation of your request |
| Supporting documentation | If applicable (e.g., screenshots of technical issues) |
Step 3: Our team will acknowledge your request within 2 business days and provide a decision within 7 business days of receiving all required information.
Incomplete requests may result in delays. We reserve the right to request additional information before processing any refund.
6. Refund Processing
Approved refunds will be processed using the original payment method used at the time of purchase. The following processing timelines apply:
| Payment Method | Estimated Refund Timeline |
|---|---|
| Credit or debit card | 5 to 10 business days |
| Online payment platform (e.g., PayPal) | 3 to 7 business days |
| Bank transfer | 7 to 14 business days |
| Platform credit or wallet | 1 to 3 business days |
These timelines are estimates and may vary depending on your financial institution or payment provider. We are not responsible for delays caused by third-party processors.
Where the original payment method is unavailable or expired, we may issue a refund in the form of platform credit, which can be applied toward any future purchase on pruvoxacent.com.
7. Chargebacks and Disputes
We strongly encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Filing a chargeback without first contacting our support team may result in:
a) Immediate suspension of your account pending investigation.
b) Permanent termination of access to all purchased content.
c) Disqualification from future refund requests.
If a chargeback is found to be fraudulent or made in bad faith, we reserve the right to pursue recovery of any funds and associated administrative costs. We cooperate fully with payment processors and financial institutions in all dispute investigations.
8. Modifications to This Policy
We reserve the right to update or amend this Refund Policy at any time. Any changes will be posted on this page with a revised "Last Updated" date. Continued use of our platform after any changes constitutes your acceptance of the updated policy.
For purchases made prior to a policy update, the terms in effect at the time of purchase will apply, except where required otherwise by applicable regulations.
9. Contact Information
If you have any questions, concerns, or require clarification regarding this Refund Policy, please contact us using the details below:
| Contact Method | Details |
|---|---|
| info@pruvoxacent.com | |
| Phone | +60 12-553 5500 |
| Mailing Address | 9A, Jalan Horizon Perdana 6, Horizon Hills, 79100 Nusajaya, Johor, Malaysia |
| Website | pruvoxacent.com |
Our support team is available during standard business hours. We aim to respond to all refund-related inquiries promptly and fairly.