Refund Policy

Last Updated: January 15, 2025

1. Introduction

At TruEzzle Inc. ("TruEzzle," "we," "us," or "our"), we are committed to providing high-quality educational content and resources related to brain games, logic puzzles, and cognitive training. This Refund Policy outlines our approach to refunds and returns for any paid services or products we may offer through our website at https://truezzle.com (the "Site").

Please read this Refund Policy carefully before making any purchases. By purchasing any products or services from TruEzzle, you acknowledge and agree to the terms of this policy.

2. Nature of Services

3. General Refund Policy

Our refund policy varies depending on the type of product or service purchased. We strive to ensure customer satisfaction while maintaining fair business practices. All refund requests are reviewed on a case-by-case basis in accordance with the specific terms applicable to each product or service.

4. Digital Products and Content

4.1 Subscription Services

For any subscription-based services offering premium content:

• Trial Period: If a free trial is offered, you may cancel at any time during the trial period without charge
• Refund Window: Refund requests for paid subscriptions must be submitted within 14 days of the initial purchase or renewal date
• Partial Refunds: Subscriptions cancelled mid-period are generally not eligible for prorated refunds unless otherwise specified
• Cancellation: You may cancel your subscription at any time; cancellation will take effect at the end of the current billing period

4.2 One-Time Digital Purchases

For digital products such as puzzle collections, ebooks, or downloadable content:

• Refund Window: Requests must be submitted within 7 days of purchase
• Condition: Refunds are only available if you have not accessed, downloaded, or used the digital content
• Technical Issues: If you experience technical problems preventing use of the product, please contact us immediately for assistance before requesting a refund

4.3 Online Courses and Programs

For structured online courses or training programs:

• Refund Window: Full refunds available within 30 days of purchase if less than 25% of the course content has been accessed
• Partial Refunds: May be available at our discretion if more than 25% but less than 50% of content has been accessed
• No Refunds: Once more than 50% of course content has been accessed, refunds are generally not available

5. Services

5.1 Coaching and Consultation Services

For one-on-one coaching, consultation, or personalized training services:

• Advance Payment: Services paid in advance may be refunded if cancelled at least 48 hours before the scheduled session
• Late Cancellation: Cancellations made less than 48 hours in advance are not eligible for refunds
• Satisfaction Guarantee: If you are not satisfied after your first session, we will work with you to resolve concerns or provide a refund for that session

5.2 Group Programs

For group training programs or workshops:

• Refunds available if cancelled at least 7 days before the program start date
• A cancellation fee of 20% may apply for administrative costs
• No refunds after the program has commenced

6. Physical Products

Should we offer physical products such as puzzle books, training materials, or merchandise:

6.1 Return Window

• Products may be returned within 30 days of delivery
• Items must be unused, in original condition, and in original packaging

6.2 Return Shipping

• Customers are responsible for return shipping costs unless the product is defective or incorrect
• We recommend using tracked shipping for returns to ensure delivery

6.3 Damaged or Defective Products

• Notify us within 7 days of receiving damaged or defective products
• Provide photographic evidence of the damage or defect
• We will arrange for replacement or full refund, including return shipping costs

7. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Fully consumed or used digital products or services
• Gift cards or promotional codes
• Services already rendered
• Sale or promotional items marked as non-refundable
• Products or services purchased from third-party providers through our site

8. How to Request a Refund

8.1 Refund Request Process

To request a refund, please follow these steps:

1. Contact our customer support team using the contact information below
2. Provide your order number or transaction details
3. Clearly explain the reason for your refund request
4. Include any relevant documentation (receipts, screenshots, etc.)

8.2 Review Process

Once we receive your refund request:

• We will acknowledge receipt within 2 business days
• Your request will be reviewed according to this policy
• We will respond with a decision within 5-7 business days
• If approved, refunds will be processed within 10 business days

8.3 Refund Method

Approved refunds will be issued to the original payment method used for purchase. Please allow additional processing time for the refund to appear in your account, which may vary depending on your financial institution (typically 5-10 business days).

9. Exceptions and Special Circumstances

9.1 Technical Issues

If you experience technical difficulties accessing or using our products or services, please contact us immediately. We will make every effort to resolve technical issues before processing a refund request.

9.2 Medical or Emergency Situations

We understand that unforeseen circumstances may arise. If you need to cancel a service or subscription due to medical reasons or emergency situations, please contact us. We will review such requests with compassion and flexibility.

9.3 Dissatisfaction with Content

While we strive to provide high-quality content, we understand that our materials may not meet everyone's expectations. If you're unsatisfied with a purchase, please contact us within the applicable refund window. We may request specific feedback to help us improve our offerings.

10. Subscription Cancellations

For ongoing subscription services:

• You may cancel your subscription at any time through your account settings or by contacting us
• Cancellations take effect at the end of the current billing period
• You will continue to have access to subscription benefits until the end of the paid period
• No partial refunds are provided for unused time in the current billing period unless otherwise specified
• Cancelled subscriptions do not auto-renew

11. Fraudulent Purchases

We reserve the right to refuse refunds for purchases we determine to be fraudulent or in violation of our Terms and Conditions. This includes but is not limited to:

• Use of stolen payment methods
• Chargeback abuse
• Violation of license or usage terms
• Sharing or reselling of purchased content

12. Chargebacks

If you initiate a chargeback through your bank or credit card company without first contacting us to resolve the issue:

• We will provide documentation of the purchase and this Refund Policy to your financial institution
• Your account access may be suspended or terminated
• You may be restricted from making future purchases
• We encourage you to contact us directly before initiating a chargeback so we can work together to resolve any concerns

13. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on this page with a new "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the modified policy. Material changes affecting pending refund requests will not apply retroactively.

14. Currency and Payment Processing

All prices are listed in the currency specified at the time of purchase (typically USD or CAD). Refunds will be processed in the same currency as the original purchase. Please note that currency exchange rates may fluctuate, and any exchange rate differences are not covered by TruEzzle.

15. Contact Information for Refunds

Customer Support Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
Saturday: 10:00 AM - 4:00 PM EST
Sunday: Closed

For refund inquiries, please include "Refund Request" in your email subject line or mention it when calling. This helps us route your request to the appropriate team member for faster processing.

16. Dispute Resolution

If you are not satisfied with the resolution of your refund request, you may request escalation to a supervisor or manager. We are committed to resolving all customer concerns fairly and promptly. If we are unable to reach a mutually satisfactory resolution, you may pursue other remedies as outlined in our Terms and Conditions.

17. Legal Rights

This Refund Policy does not affect any statutory rights you may have under applicable consumer protection laws. Some jurisdictions do not allow certain limitations on returns or refunds, so some of the limitations in this policy may not apply to you.

18. Questions

If you have questions about this Refund Policy or need clarification on any terms, please contact us using the information provided above. We are here to help ensure you have a positive experience with TruEzzle.