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Refund Policy

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The SOWL Academy, operated by Smart Owl Learning Solutions Private Limited, strives to offer high-quality services to ensure our customers are fully satisfied. However, we recognise that there may be instances where a refund is necessary. This Refund Policy outlines the circumstances when you can request a refund, how to do it, and the terms that apply.

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By purchasing or booking services through The SOWL Academy, you agree to be bound by the terms of this Refund Policy.

 

1. Eligibility for Refunds

 

1.1 Refundable Circumstances

Refunds may be granted under the following circumstances:

  • Service Not Delivered: If the service you have paid for has not been delivered, or the service delivery has been significantly delayed through no fault of the customer.

  • Technical Failures: In the event of a technical issue on our platform or system that prevents you from accessing the service and such issues are not resolved within a reasonable period.

  • Cancellations by Us: If we cancel or modify the service, event, or session substantially after your booking, and no alternative arrangements can be made.

  • Force Majeure Events: Refunds may be considered for services disrupted due to extraordinary circumstances beyond our control, such as natural disasters or government-imposed restrictions.
     

1.2 Non-Refundable Circumstances

Refunds will not be provided under the following conditions:

  • Completed Services: If the service has been fully delivered, or if you have attended or participated in the service, no refund will be granted.

  • User Errors: If the user fails to attend a scheduled session, provides inaccurate information, or violates any terms that result in non-fulfilment of the service.

  • Dissatisfaction with Outcomes: Refunds will not be granted if you are dissatisfied with the results or outcomes of the service, provided the service was delivered as agreed.

  • Booking with Third-Party Service Providers: Payments made for booking sessions with our partnered service providers are non-refundable once the session has been confirmed and scheduled, unless the provider fails to deliver the service.

 

2. Refund Request Procedure

 

2.1 How to Request a Refund

To initiate a refund request, submit a written request to growth@thesmartowl.co within the applicable timeframe (5 days from payment, unless otherwise stated). The request must include:

  • Full name, email address, and contact information.

  • Proof of payment (e.g., transaction ID, receipt, or payment confirmation).

  • A detailed explanation of the reason for your refund request.

  • Any relevant supporting documentation (e.g., screenshots, error messages, etc.).
     

2.2 Refund Request Timeline

Refund requests must be submitted within 5 days from the date of the purchase or booking. After this period, we may not be able to process your request, and any claim for a refund will be void.

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2.3 Review and Approval

Once your refund request is received, we will review the claim and assess its eligibility. We aim to process all refund requests within 5 business days of receipt. If we determine that a refund is warranted, we will notify you and initiate the refund process.

 

3. Refund Processing

 

3.1 Processing Time

Approved refunds will be processed within 7–10 business days from the date of approval. The refund will be issued to the original payment method used for the purchase. Delays caused by external factors, such as payment provider issues, will be communicated promptly.

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3.2 Partial Refunds

If a service has been partially delivered or consumed, a partial refund may be issued based on the value of the undelivered portion. This is assessed on a case-by-case basis, and we reserve the right to determine the appropriate refund amount.

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3.3 Refund Method

Refunds will be credited to the original payment method used at the time of purchase. If the payment was made via bank transfer or other non-credit card methods, refunds may take additional time to process.

 

4. Non-Refundable Items

 

4.1 Non-Refundable Services

The following are considered non-refundable:

  • Registration Fees: For workshops, events, or courses that have commenced or where you fail to attend.

  • Digital Products: Payments for digital or downloadable products such as eBooks, videos, or other content once accessed or downloaded.

  • Third-Party Bookings: Payments made for booking sessions with our partnered service providers once the session has been confirmed and scheduled.

  • Customised Services: Any services that are highly personalised or customised for the user, including but not limited to individual coaching, consulting, and tailored courses, are non-refundable once initiated. Initiated is defined as services where preparatory work has begun or the first session has been conducted.

 

5. Changes to the Refund Policy

 

5.1 Policy Modifications

We reserve the right to update or modify this Refund Policy at any time. Any changes to the Refund Policy will be posted on our website, and the effective date of the policy will be updated accordingly.

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5.2 Notification of Changes


For significant changes to the Refund Policy, we will notify users via email or a prominent notice on our website.Continued use of our services after changes to this policy constitutes your acceptance of those changes.

 

6. Contact Us

 

If you have any questions or concerns regarding this Refund Policy, or if you need assistance with a refund request, please contact us at:

 

Email: growth@thesmartowl.co

Address: 64/3834 B, UJJAINI, VYLOPPILLY LANE, AZAD ROAD, KALOOR, ERNAKULAM, Ernakulam, Kerala, 682017

 

This Refund Policy is designed to protect both your rights and our business interests. If you require further clarification or have any questions, please do not hesitate to contact us.

Effective Date: 22 November 2024.

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