Refunds and Cancellations

Purchases Covered

These rules cover purchases for which FountainVerge collects the payment. Purchases completed on another provider's website follow that provider's refund policy.

Online payments are not yet available. The applicable purchase terms will be confirmed before checkout opens.

Cancellation and Eligibility

An unpaid order can be cancelled. After payment, cancellation and refund eligibility depend on the offer, the delivery or start of the service, and the conditions shown before purchase.

Each offer must state its request window, when that window begins, any access or participation restrictions, and whether a full or partial refund is available. Changes to current offers do not rewrite the terms of an earlier order.

Payment or Delivery Problems

Contact us about a duplicate payment, a paid service that was not delivered, or a material difference between the offer and what was supplied. These issues can be raised for review even after an ordinary cancellation window ends.

Include the original order reference. A payment still marked pending needs confirmation before you pay again. Repeated requests for the same issue do not create another reimbursement.

Refund Amount

An eligible full or partial refund is based on the original payment and cannot exceed its refundable amount after any refunds already made. The amount and any tax adjustment are explained before processing.

Our current purchase terms do not deduct an additional customer refund fee. Any future change must be disclosed before purchase and does not change an existing order.

Refund Method

Approved refunds are sent through the original payment route to the original payer. An institution-funded purchase is returned to its buyer, rather than to the individual learner.

If the original route cannot receive a refund, contact our team. Any permitted alternative must be agreed with the payer and recorded; another benefit is not automatically substituted for a money refund.

Processing and Tracking

Our processing target and the expected bank timeline will be stated before online payments become available.

Reviewing a request, approving it, sending a refund to the payment provider, and receiving money in a bank account are different stages. Bank posting depends on the payment method and issuer.

Use the original order to check the request and refund status. Contact us if a refund is delayed or fails, quoting the available payment or refund reference. A pending result is not treated as a completed refund.

How to Request a Refund

Use the support details on our Contact page. Include the order reference, the reason for your request, and a short description of the payment or delivery problem.

Do not send full card numbers, card security codes, PINs, passwords or OTPs. Our team will explain any relevant eligibility decision and how to request further review.

Disputes and Consumer Rights

If you have already opened a dispute with your bank or payment provider, tell our team so the same payment is not reimbursed twice. A rejected request can be escalated through the contact and grievance route.

These terms do not limit mandatory consumer rights. Special programme or institutional terms must be shown before purchase and remain attached to the original order.