REFUND, CANCELLATION AND RETURN POLICY
INTRODUCTION
This Refund, Cancellation and Return Policy (“Policy”) governs all refunds, reversals, returns, exchanges, cancellations, subscription terminations, consultation disputes, product returns, digital purchase disputes, streaming access disputes, and related commercial transactions arising from use of Enigma Community and all associated facets operated by Enigma Metaverse Pvt. Ltd.
This Policy applies to all products, services, subscriptions, consultations, educational offerings, creator systems, SaaS products, memberships, marketplace transactions, and digital purchases made through the Platform.
By purchasing any product or service through the Platform, the User expressly agrees to this Policy.
GENERAL REFUND PRINCIPLES
Refunds shall only be processed in accordance with this Policy.
The Company reserves the right to:
(a) verify refund requests;
(b) investigate suspicious activity;
(c) request supporting documents;
(d) reject abusive or fraudulent claims;
(e) provide replacement access or credits instead of monetary refunds;
(f) deduct taxes, gateway charges, logistics charges, processing fees, convenience fees, or platform fees where applicable.
Approved refunds shall generally be processed within 7 to 15 business days from approval.
International refunds may require 15 to 30 business days depending upon banking institutions, intermediary processors, currency conversion systems, card issuers, or international payment gateways.
The Company shall not be responsible for delays caused by banks, payment gateways, card issuers, UPI systems, international financial institutions, payment processors, or government restrictions.
DIGITAL COURSES, EDUCATIONAL CONTENT AND VYASA NEXUS PRODUCTS
Courses, workshops, lectures, recorded sessions, educational videos, downloadable notes, premium PDFs, certifications, study materials, digital libraries, templates, software learning modules, and educational subscriptions shall be governed by the following rules.
Users may request refunds within 48 hours from purchase only if:
(a) less than 10% of the course has been accessed;
(b) no certificate has been issued;
(c) no substantial download or usage has occurred.
Once a User accesses more than 10% of the content, downloads material, attends workshops, or substantially utilizes the educational product, the purchase shall become non-refundable.
Live workshops, bootcamps, and cohort programs may be cancelled up to 5 days before commencement for a 75% refund.
Cancellations made within 5 days but before commencement may receive a 50% refund.
No refunds shall ordinarily be granted after commencement of live programs.
Certificates, digital badges, premium assessments, examination fees, evaluation charges, mentorship fees, and custom learning programs shall generally be non-refundable.
CONSULTATION SERVICES – RATIONAL WORKS, DERECHO AND OTHER FACETS
Consultation bookings involving psychologists, doctors, legal professionals, educators, consultants, trainers, financial educators, wellness professionals, coaches, or third-party experts shall be subject to the following cancellation structure.
Users may cancel consultations:
(a) more than 24 hours before scheduled appointment – eligible for 90% refund;
(b) between 6 to 24 hours before appointment – eligible for 50% refund;
(c) less than 6 hours before appointment – non-refundable.
If the User fails to attend the session without prior notice, the booking shall ordinarily be treated as completed and non-refundable.
If the independent consultant fails to attend the consultation, the Company may:
(a) reschedule the consultation;
(b) issue platform credits;
(c) arrange replacement consultants;
(d) provide full refunds.
Consultation dissatisfaction based solely on subjective expectations, desired outcomes, litigation results, psychological outcomes, medical outcomes, financial gains, or educational performance shall not ordinarily qualify for refunds.
Emergency cancellations due to verified medical emergencies, bereavement, accidents, or force majeure events may be considered on compassionate grounds.
SUBSCRIPTIONS, MEMBERSHIPS AND PREMIUM ACCESS
Premium subscriptions, SaaS memberships, creator memberships, community subscriptions, streaming memberships, software subscriptions, wellness subscriptions, premium communities, and recurring plans may renew automatically unless cancelled before renewal.
Users may cancel subscriptions at any time.
However:
(a) cancellation shall stop future renewals;
(b) current billing cycles shall ordinarily continue until expiry;
(c) partially utilized subscription periods shall generally not be refundable.
Users cancelling within 24 hours of subscription purchase and before substantial usage may request full refunds.
Annual subscriptions cancelled within 7 days of purchase and before material usage may receive prorated refunds after deduction of platform fees and usage value.
No refunds shall ordinarily be granted for:
(a) partially consumed subscription periods;
(b) promotional subscription purchases;
(c) discounted annual plans;
(d) referral-based subscriptions;
(e) gifted memberships.
The Company reserves the right to terminate subscriptions for policy violations without refund.
STREAMING ACCESS, DIGITAL EVENTS AND CREATOR CONTENT
Streaming passes, premium creator access, sports streams, film access, webinars, virtual conferences, digital premieres, creator events, tournaments, and live digital experiences shall generally become non-refundable once access credentials are issued.
If events are cancelled by the Company without replacement scheduling, Users may receive:
(a) full refunds;
(b) replacement access;
(c) platform credits;
(d) alternative event access.
Refund requests based upon buffering issues, internet instability, bandwidth limitations, unsupported devices, local ISP failures, device incompatibility, regional restrictions, or temporary interruptions shall ordinarily not qualify for refunds.
If a stream becomes inaccessible for more than 50% of the scheduled duration due solely to Platform-side technical failure, Users may receive partial credits or refunds at the Company’s discretion.
PHYSICAL PRODUCTS – HASHING HARDWARE, VIAND AND OTHER FACETS
Physical products including hardware devices, electronics, accessories, books, food products, merchandise, wellness products, apparel, peripherals, and shipped goods may be eligible for return or replacement under the following conditions.
Users shall report defective, damaged, incomplete, or incorrect deliveries within 48 hours of delivery.
General return requests may be initiated within 7 days from delivery subject to:
(a) unused condition;
(b) intact packaging;
(c) original tags and invoices;
(d) absence of physical damage caused by misuse.
Hardware products, electronics, servers, custom-built systems, opened consumables, hygiene-sensitive products, downloadable activation products, software keys, customized products, and perishable goods may be non-returnable.
Approved refunds for physical goods shall generally be processed within 10 business days after successful inspection and pickup.
Replacement products may require 7 to 21 business days depending on stock availability and logistics.
Users shall cooperate with pickup verification, inspection procedures, and evidence requirements including photographs or videos.
Shipping charges, customs duties, insurance costs, and international logistics charges may be deducted where applicable.
SOFTWARE, SAAS, ERP,CRMAND ENTERPRISE SERVICES
Software subscriptions, SaaS systems, CRM products, ERP systems, APIs, hosting services, implementation projects, development retainers, enterprise onboarding, infrastructure services, and technology consulting engagements provided through Enigma Metaverse shall additionally be governed by separate commercial agreements.
Monthly SaaS subscriptions may be cancelled any time before renewal.
Refund requests for SaaS subscriptions shall generally be accepted only within 3 days of initial purchase and only where substantial platform usage has not occurred.
Custom software development projects, implementation retainers, onboarding fees, milestone-based contracts, enterprise deployments, consulting retainers, cloud infrastructure costs, and integration services shall generally be non-refundable once work has commenced.
Where milestone-based agreements exist, disputes and refunds shall be governed by the respective statement of work or commercial agreement.
TRAVEL BOOKINGS – ENIGMA JAUNT
Travel bookings, itineraries, visa assistance services, hotel bookings, restaurant reservations, transport arrangements, travel experiences, ticketing services, and tourism services facilitated through Enigma Jaunt may be subject to third-party cancellation policies.
Refund timelines and cancellation percentages may vary depending upon airlines, hotels, embassies, travel operators, event organizers, insurance providers, or transportation vendors.
Visa processing charges, embassy fees, convenience charges, booking fees, insurance fees, and government charges shall generally be non-refundable.
Travel package cancellations may be subject to the following deductions:
(a) more than 30 days before travel – up to 15% deduction;
(b) 15 to 30 days before travel – up to 35% deduction;
(c) 7 to 14 days before travel – up to 60% deduction;
(d) less than 7 days before travel – non-refundable.
No refunds shall ordinarily be granted for immigration refusal, missed flights, visa rejection, personal scheduling conflicts, local law violations, weather disruptions, pandemics, strikes, political disturbances, or force majeure events unless recoverable from third-party vendors.
FOOD PRODUCTS AND WELLNESS ITEMS – ENIGMA VIAND
Food products, wellness products, nutrition products, consumables, oils, grains, meal plans, and related consumable goods shall generally be non-returnable once opened.
Users may request replacement within 24 hours for:
(a) damaged packaging;
(b) expired products;
(c) incorrect deliveries;
(d) verified contamination.
The Company reserves rights to request photographs, batch information, packaging evidence, or inspection verification before processing claims.
Perishable items shall generally not qualify for refunds due to taste preferences, delayed consumption, or improper storage by the User.
CREATOR DONATIONS, TIPS AND COMMUNITY PAYMENTS
Creator donations, fan contributions, tipping systems, appreciation payments, virtual gifting systems, and community support transactions shall generally be final and non-refundable.
Fraudulent transactions, unauthorized access cases, or duplicate debits may be investigated for exceptional relief.
FAILED TRANSACTIONS AND DUPLICATE DEBITS
If payments are debited but services are not activated, Users shall notify customer support within 7 days of the transaction.
Verified duplicate debits or failed activations may be refunded within 7 to 15 business days after verification.
Users shall provide transaction references, screenshots, invoices, bank references, or supporting proof where requested.
CHARGEBACKS AND PAYMENT DISPUTES
Users are encouraged to contact customer support before initiating bank chargebacks.
Fraudulent or abusive chargebacks may result in:
(a) account suspension;
(b) forfeiture of points and rewards;
(c) recovery proceedings;
(d) legal action;
(e) restriction from future purchases.
The Company reserves rights to submit transactional evidence, login records, delivery records, IP logs, usage records, communication logs, and digital proof in defense of payment disputes.
PLATFORM CREDITS AND WALLET ADJUSTMENTS
Where monetary refunds are commercially impractical, the Company may issue:
(a) platform credits;
(b) wallet balances;
(c) promotional extensions;
(d) replacement access;
(e) additional subscription validity.
Platform credits may remain valid for 12 months unless otherwise specified.
Credits shall generally be non-transferable and non-withdrawable.
FRAUD PREVENTION AND ABUSE CONTROL
The Company reserves unrestricted rights to investigate suspicious activity including:
(a) excessive refund claims;
(b) promotional abuse;
(c) referral manipulation;
(d) fake transactions;
(e) bot activity;
(f) account farming;
(g) payment fraud;
(h) unauthorized access;
(i) coupon abuse.
Refunds may be withheld or denied pending investigation.
The Company may permanently suspend accounts involved in abusive financial activity.
FORCE MAJEURE
Refund obligations may be affected by circumstances beyond reasonable control including natural disasters, war, cyberattacks, government restrictions, pandemics, strikes, internet failures, regulatory actions, banking disruptions, cloud infrastructure failures, or force majeure events.
The Company reserves rights to provide alternate remedies, credits, rescheduling, or delayed processing in such circumstances.
GRIEVANCE REDRESSAL FOR REFUNDS
Users having refund-related complaints shall first contact customer support.
If unresolved within reasonable time, Users may escalate the matter to the Grievance Officer.
If still unresolved, Users may approach the Appellate Officer.
Grievance Officer:
Mr. Yashwanth Reddy Yatham
Enigma Metaverse Pvt. Ltd.
H.No.8-3-960/3, 1st Floor,
Raghadeep Residency,
Sri Nagar Colony, Banjara Hills,
Hyderabad, Telangana – 500073, India.
Phone: +91 9441436694
Email: yashwanth@enigmametaverse.org
Appellate Officer:
Mr. Sri Ram Veerabrahmam
Email: info@enigmametaverse.org
