Return and Refund Policy
Effective Date: November 30, 2025
Contact: contact@tutruvio.com
At Tutruvio.com (“Tutruvio,” “we,” “our,” or “us”), customer satisfaction is a top priority.
This Return and Refund Policy explains when and how Buyers (students) may request a refund for purchased digital courses and how Sellers (course creators) are affected.
1. Digital Nature of Products
Tutruvio offers digital educational content — including online video courses, materials, and downloadable files.
Because digital goods are immediately accessible after purchase, refund eligibility differs from that of physical products.
2. Eligibility for Refunds
You may be eligible for a refund if all of the following conditions are met:
- The refund request is submitted within 14 calendar days of purchase.
- You have not accessed or completed more than 25% of the course content.
- The course has not been downloaded in full or permanently stored on your device.
- The course does not meet its description or is technically defective.
Refund requests outside of these conditions may be reviewed on a case-by-case basis at Tutruvio’s discretion.
3. How to Request a Refund
To request a refund:
- Contact our support team at contact@tutruvio.com with:
- Your full name and registered email
- Course title
- Purchase date
- Reason for the refund request
- Our support team will review your request and respond within 5 business days.
- If approved, the refund will be issued to your original payment method (Visa or Mastercard).
4. Refund Processing
- Approved refunds are typically processed within 5–10 business days, depending on your bank.
- Refunds are issued in the same currency and method as the original transaction.
- Tutruvio does not cover exchange rate fluctuations or bank fees.
5. Non-Refundable Situations
Refunds will not be granted in the following cases:
- The course was fully accessed, completed, or downloaded.
- The refund period (14 days) has expired.
- The issue arises from personal preferences (e.g., dislike of teaching style or content difficulty).
- The purchase was made via promotional bundles or discounted packages marked as non-refundable.
- Technical issues caused by the user’s device or internet connection.
6. Refunds for Sellers (Course Creators)
- When a Buyer refund is approved, the corresponding amount will be deducted from the Seller’s pending or future payouts.
- If the payout has already been made, the Seller authorizes Tutruvio to offset future earnings or request reimbursement.
- Tutruvio reserves the right to mediate disputes between Buyers and Sellers and make final decisions on refund eligibility.
7. Refunds for Unauthorized Transactions
If you believe your payment was made without authorization:
- Contact contact@tutruvio.com immediately.
- Tutruvio may initiate a fraud investigation and work with your bank under 3D Secure (SCA) protocols.
- If the unauthorized transaction is verified, a full refund will be issued.
8. Course Removal or Platform Downtime
If a purchased course is permanently removed from Tutruvio due to:
- Seller account termination,
- Policy violation, or
- Technical platform changes,
Tutruvio may, at its discretion:
- Provide an equivalent replacement course, or
- Offer a pro-rata refund based on course progress.
9. Dispute Resolution
If you are dissatisfied with the outcome of a refund request, you may:
- Request a secondary review by Tutruvio’s compliance team, or
- Escalate the issue to your card issuer in accordance with PSD2 and EU consumer rights.
Tutruvio aims to resolve all disputes fairly and transparently.
10. Changes to This Policy
Tutruvio reserves the right to modify or update this Return and Refund Policy to reflect changes in:
- Legal requirements
- Platform processes
- Payment provider standards
The latest version will always be published on Tutruvio.com, with an updated Effective Date.
11. Contact
For any refund inquiries, please contact:
📧 contact@tutruvio.com
