Refund & Cancellation Policy

1. Refund Eligibility

1.1 Eligible for Refund

• Course purchase made within the last 7 days
• Less than 20% of course content consumed
• No certificate issued for the course
• First refund request for the specific course
• Payment successfully processed and received

1.2 Not Eligible for Refund

• More than 7 days have passed since purchase
• More than 20% of course content consumed
• Certificate already issued for the course
• Free courses or promotional offers
• Subscription fees for the current billing period
• Courses purchased as part of a bundle (partial refunds not available)
• Enterprise or bulk purchases (governed by separate agreements)

2. How to Request a Refund

2.1 Refund Process

1. Submit Request: Email refunds@dhiva.co with:
   • Your registered email address
   • Course name and purchase date
   • Transaction ID or payment receipt
   • Reason for refund (optional but helpful)
2. Verification: We'll verify your eligibility within 24-48 hours
3. Processing: Approved refunds are processed within 5-7 business days
4. Confirmation: You'll receive email confirmation once processed

2.2 Refund Timeline

• Request Review: 24-48 hours
• Processing Time: 5-7 business days
• Bank Credit: Additional 5-10 days (depends on your bank)
• Total Time: Usually within 15 business days

3. Subscription Cancellation

3.1 Monthly Subscriptions

• Cancel anytime before the next billing date
• Access continues until the end of current billing period
• No refund for partial months
• Reactivation possible at any time

3.2 Annual Subscriptions

• Cancel within 30 days for full refund
• After 30 days: Pro-rated refund for unused months
• Minimum usage period of 2 months applies
• Access continues until refund is processed

3.3 How to Cancel Subscription

1. Log in to your Dhiva account
2. Go to Account Settings → Subscription
3. Click "Cancel Subscription"
4. Follow the prompts to confirm
5. Or email support@dhiva.co for assistance

4. Special Cases

4.1 Technical Issues

If you experience technical problems that prevent course access:

• Report the issue to support@dhiva.co immediately
• We'll attempt to resolve within 48 hours
• If unresolved, full refund regardless of consumption
• The 7-day limit may be extended for verified technical issues

4.2 Content Misrepresentation

If course content significantly differs from description:

• Full refund available regardless of consumption
• Report to quality@dhiva.co with specific details
• We investigate all content quality issues

4.3 Duplicate Purchases

• Accidental duplicate purchases are fully refunded
• No questions asked for identical purchases within 24 hours
• Keep the original purchase active

5. Creator Payouts

When a refund is issued:

• Creator's earnings are adjusted accordingly
• Already processed payouts may result in negative balance
• Future earnings offset negative balances
• Creators are notified of refunds on their content

6. Payment Method

Refunds are processed to the original payment method:

• Credit/Debit Cards: 5-10 business days
• UPI: 2-3 business days
• Net Banking: 5-7 business days
• International Cards: 10-15 business days

7. Exceptions

Refunds may be denied for:

• Violation of Terms of Service
• Abuse of refund policy
• Fraudulent transactions
• Sharing account credentials
• Downloading/copying course content

8. Dispute Resolution

If your refund request is denied:

1. You can appeal by emailing disputes@dhiva.co
2. Include additional information supporting your case
3. Appeals are reviewed within 5 business days
4. Final decisions are communicated via email

9. Contact Information

For refund-related queries:

Refund Department
Dhiva AI Technologies
Email: refunds@dhiva.co
Support: support@dhiva.co
Phone: +91 98219 83456
Hours: Monday-Friday, 9 AM - 6 PM IST

10. Policy Updates

This policy may be updated periodically. Changes apply to purchases made after the update date. The policy in effect at your purchase time applies to your transaction.