Refund Policy

Last Updated: January 2025

1. Introduction

At Hyperlane Education, we are committed to providing high-quality educational technology services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be granted for purchases made through our platform at https://hyperlene.com.

This Refund Policy forms part of our Terms and Conditions. By purchasing our services, you acknowledge that you have read, understood, and agree to this Refund Policy.

2. General Refund Principles

We understand that circumstances may arise where you need to request a refund. Our refund policy is designed to be fair and transparent while protecting the integrity of our educational services. Refund eligibility depends on various factors including the type of service purchased, timing of the request, and usage of the service.

3. Refund Eligibility by Service Type

3.1 Online Courses and Programs

14-Day Money-Back Guarantee: For most online courses and educational programs, we offer a 14-day money-back guarantee from the date of purchase, subject to the following conditions:

  • The refund request is submitted within 14 days of the purchase date
  • You have completed less than 30% of the course content
  • You have not downloaded or accessed substantial course materials, certificates, or exclusive resources
  • You provide a brief explanation for your refund request

3.2 Subscription-Based Services

Monthly Subscriptions: You may cancel your monthly subscription at any time. Cancellations take effect at the end of the current billing period. We do not provide refunds for partial months, but you will retain access to the service until the end of your paid period.

Annual Subscriptions: For annual subscriptions, you may request a refund within 30 days of the initial purchase if you have used less than 10% of the subscription period and have not extensively accessed premium features. After 30 days, annual subscriptions are non-refundable, but you may cancel to prevent future renewals.

3.3 One-Time Purchases and Licenses

Software licenses, holographic interface access codes, and other one-time digital purchases may be eligible for refunds within 7 days of purchase if:

  • The product has a technical issue that we cannot resolve
  • The product was significantly misrepresented in our marketing materials
  • You have not activated or extensively used the license

3.4 Live Events, Webinars, and Workshops

  • More than 14 days before the event: Full refund minus a 10% administrative fee
  • 7-14 days before the event: 50% refund
  • Less than 7 days before the event: No refund, but you may transfer your registration to another person or receive credit toward a future event
  • After the event has started: No refunds

3.5 Bundled Packages

For bundled packages containing multiple courses or services, refunds will be calculated based on:

  • The value of components already accessed or used (at their individual pricing)
  • The remaining unused components
  • The discount applied to the bundle

Partial refunds for bundles must be requested within 14 days of purchase and before accessing more than one component of the bundle.

4. Non-Refundable Items and Services

The following items and services are non-refundable under any circumstances:

  • Completed courses or programs where you have accessed all content and obtained a certificate
  • Consultation services that have already been provided
  • Custom or personalized content created specifically for you or your organization
  • Third-party products or services purchased through our platform (subject to their own refund policies)
  • Promotional or discounted offers specifically marked as "non-refundable"
  • Services used in violation of our Terms and Conditions
  • Renewals of subscriptions after the initial period
  • Administrative fees, processing fees, or transaction costs

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer support team at [email protected] or +38660538687
  2. Provide your order number, purchase date, and account information
  3. Clearly state which product or service you are requesting a refund for
  4. Provide a brief explanation for your refund request
  5. Include any supporting documentation (if applicable)

5.2 Review Process

Once we receive your refund request:

  • We will acknowledge receipt within 2 business days
  • We will review your request and eligibility within 5-7 business days
  • We may contact you for additional information if needed
  • You will receive a decision via email

5.3 Required Information

To process your refund request efficiently, please ensure you provide:

  • Full name and email address associated with your account
  • Order number or transaction ID
  • Date of purchase
  • Description of the product or service
  • Reason for refund request
  • Proof of purchase (if not in our system)

6. Refund Processing and Timing

6.1 Approval and Processing Time

If your refund request is approved:

  • We will initiate the refund within 3-5 business days of approval
  • Refunds will be issued to the original payment method used for the purchase
  • The time it takes for the refund to appear in your account depends on your payment provider (typically 5-10 business days)
  • You will receive a confirmation email once the refund has been processed

6.2 Payment Method Considerations

  • Credit/Debit Card: Refunds typically appear within 5-10 business days
  • PayPal: Refunds typically appear within 2-5 business days
  • Bank Transfer: Refunds may take up to 10 business days
  • Other Payment Methods: Processing times vary; we will inform you of expected timeframes

6.3 Partial Refunds

In some cases, we may offer partial refunds based on:

  • The amount of content or services already accessed
  • The time elapsed since purchase
  • Administrative costs incurred
  • Specific circumstances of your request

7. Special Circumstances

7.1 Technical Issues

If you experience technical difficulties preventing you from accessing or using our services:

  • Contact our technical support team immediately
  • We will work diligently to resolve the issue within 48 hours
  • If we cannot resolve the technical problem, you may be eligible for a full refund
  • Documentation of the technical issue may be required

7.2 Dissatisfaction with Quality

If you are dissatisfied with the quality of our services:

  • Contact us within 14 days of purchase to discuss your concerns
  • Provide specific feedback about what did not meet your expectations
  • We may offer alternative solutions such as additional support, supplementary materials, or transfer to a different course
  • Refund decisions will be made on a case-by-case basis

7.3 Medical or Personal Emergencies

We understand that unexpected life events occur. If you experience a medical emergency or significant personal situation that prevents you from using our services:

  • Contact us as soon as possible with documentation of the circumstances
  • We will work with you to find an appropriate solution, which may include refunds, account credits, or extended access periods
  • Each situation will be evaluated individually with compassion and fairness

8. Account Credits and Alternatives to Refunds

In some situations where a full refund may not be available, we may offer:

  • Account Credits: Credits that can be applied to future purchases of our services
  • Service Exchange: The option to exchange for a different course or service of equal value
  • Extended Access: Additional time to complete the service or course
  • Additional Support: One-on-one assistance, supplementary materials, or tutoring

These alternatives may provide greater value than refunds in certain circumstances.

9. Disputed Charges and Chargebacks

If you dispute a charge with your payment provider or initiate a chargeback without first contacting us:

  • Your account will be suspended pending resolution
  • We will provide documentation of the legitimate charge to your payment provider
  • You may be liable for chargeback fees and administrative costs
  • We strongly encourage you to contact us directly before initiating a dispute

We are committed to resolving billing issues fairly and will work with you to address any legitimate concerns.

10. Institutional and Corporate Purchases

Refund terms for institutional or corporate purchases may differ from individual purchases:

  • Custom refund terms may be negotiated in the purchase agreement
  • Bulk licenses may have different eligibility criteria
  • Contact your account manager or our business team for specific information
  • Written agreements supersede this general refund policy

11. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with a revised "Last Updated" date. Your continued use of our services after such changes constitutes acceptance of the modified policy. However, any changes will not affect refund requests for purchases made before the policy change.

12. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable law. If you are located in the European Union or other jurisdictions with specific consumer protection laws, you may have additional rights including:

  • The right to cancel within a cooling-off period (typically 14 days for EU consumers)
  • The right to refunds for defective digital content
  • The right to remedies for products not as described

These statutory rights are in addition to, not in place of, the rights provided in this Refund Policy.

13. Contact Information

If you have questions about this Refund Policy or need to request a refund, please contact us:

Hyperlane Education
Flat 20 7 Roman Nook
Hicklestad, SA 2368
France
Registration Number: 40497494

Email: [email protected]
Phone: +38660538687

Customer Support Hours: Monday-Friday, 09:00-18:00 (Central European Time)

14. Commitment to Fairness

At Hyperlane Education, we are committed to treating all refund requests fairly and transparently. While we have established policies to ensure consistency, we also understand that unique situations arise. We encourage you to communicate with us openly about any concerns, and we will work in good faith to find reasonable solutions that respect both your needs and the sustainability of our educational mission.