1. General Provisions
This Refund Policy governs the conditions under which Activena platform users may request a refund of payments made. By making a payment, you confirm that you have read and accept this Policy in full.
Activena aims to fairly resolve legitimate requests; however, refund eligibility is strictly limited to the cases listed below. In all other circumstances, payments are final and non-refundable.
2. The Only Basis for a Refund
A refund is issued in one case only: if, after confirmed and processed payment, access to the platform was not technically provided due to reasons within Activena's responsibility (an "Access Issue").
All other circumstances, including those listed below, do not constitute grounds for a refund.
3. Cases Where No Refund Is Provided
No refund will be issued if:
you did not use the platform or its features after receiving access;
you did not start or complete programs;
you did not achieve expected results - results are individual and not guaranteed;
the platform was unavailable due to reasons beyond Activena's control (ISP failures, force majeure, third-party actions);
you cancelled your subscription - cancellation does not entitle a refund for an already paid period;
auto-renewal occurred due to failure to cancel the subscription in time;
access was terminated due to your violation of the Terms of Use;
you shared your account credentials with third parties, resulting in use of the platform without your knowledge;
the subscription was purchased during a special offer or discount;
you cite unawareness of subscription terms or this Policy - unawareness does not exempt you from compliance.
4. Refund Request Procedure
If you experience an Access Issue, you must:
contact [email protected] within 14 (fourteen) calendar days from the payment date;
include in your request: account name, email address, payment date and amount, and description of the issue;
if required, provide screenshots or other evidence of the technical problem.
Requests submitted after the 14-day period will not be considered. Activena will make reasonable efforts to review the request within 14 business days. If the issue cannot be resolved within that period, a refund will be issued.
5. Refund Procedure and Timing
Refunds are processed via the original payment method in accordance with the payment provider's procedures. Transfer timelines depend on the payment provider and issuing bank and are outside Activena's control. Activena is not responsible for delays arising on the part of payment systems.
6. Chargebacks and Payment Disputes
Initiating a chargeback through a bank or payment system in cases not falling under the sole refund basis established by this Policy constitutes a violation of the Terms of Use. Activena reserves the right to immediately suspend or terminate platform access upon receiving a chargeback notification, and to provide the payment provider with all documentation confirming the legitimacy of the charge.
7. Service Discontinuation by Activena
If Activena decides to discontinue services on its own initiative (unrelated to any breach by the user), the user will receive a proportional refund for the unused paid period, calculated on the basis of actual days elapsed. This constitutes Activena's entire and exclusive obligation in such a situation.
8. Limitation of Liability
A REFUND UNDER THIS POLICY IS THE USER'S SOLE AND EXCLUSIVE REMEDY IN CONNECTION WITH PAYMENTS. ACTIVENA BEARS NO ADDITIONAL LIABILITY, INCLUDING FOR INDIRECT DAMAGES, LOST PROFITS, OR OTHER LOSSES RELATED TO THE USE OF OR INABILITY TO USE THE PLATFORM.