1) Overview
Enrollait is subscription software. Refund requests are evaluated under this policy and are subject to any non-waivable rights you may have under applicable law.
- • Request within 30 days of the charge date.
- • Eligible reasons include non-activation, critical issues we can’t resolve, or incorrect charges.
- • Refunds apply to Enrollait fees only (not course purchases made through your storefront).
2) Merchant of Record (MoR) billing
In some cases, Enrollait subscriptions may be billed by an authorized Merchant of Record (MoR). When an MoR is used:
- • The MoR is the seller of record for your Enrollait subscription and may appear on your bank/card statement.
- • Taxes (e.g., VAT/sales tax) may be calculated and collected by the MoR where required.
- • If a refund is approved, it is issued back to the original payment method by the MoR or its payment processor.
This refund policy covers only amounts paid for Enrollait subscriptions. Refunds for courses sold by your organization are handled by the organization that sold the course to the student.
3) Eligibility for Refunds
- • Refunds must be requested within 30 days of the original purchase/charge date.
- • Only the original purchaser / account owner may request a refund.
- • We may ask for information needed to validate the charge (invoice reference, account email, and a brief description of the issue).
Refunds may be considered only in these cases:
- • The Enrollait subscription was not activated or not accessible after payment.
- • Enrollait has critical technical issues that prevent core functionality (e.g., automatic enrollment) and our support team is unable to resolve them within a reasonable timeframe.
- • You were charged incorrectly (duplicate payment or incorrect plan charge).
- • Plans are billed in advance for the billing period shown at checkout.
- • Unless required by law, we generally do not provide prorated refunds for partial months.
- • Cancelling stops future renewals; access typically continues until the end of the current paid period.
4) Non-Refundable Cases
Refunds are not issued for:
- • Change of mind after purchase.
- • Lack of usage, reduced usage, or expected outcomes not achieved.
- • Issues caused by third-party services outside our control, including but not limited to: your LMS setup (e.g., Moodle configuration), plugins, server environment, hosting provider; payment/email provider outages; or misconfiguration of integration credentials.
- • Discounts, promotional pricing, or price changes.
- • Failure to review product details, documentation, or requirements before purchase.
- • Requests made after 30 days from the charge date.
- • Any refund request that relates to course purchases made through your storefront (those must be handled by the course seller).
6) How to Request a Refund
To request a refund, email support@enrollait.com and include:
- • Order ID / invoice reference
- • Account email used at purchase
- • Reason for the request
- • Supporting information (screenshots, error messages, steps to reproduce)
7) Review & Processing Times
- • We review requests and respond within 5–7 business days.
- • Approved refunds are issued to the original payment method.
- • Depending on your bank/payment provider, refunds may take 5–10 business days to appear.
- • If your subscription was billed by a Merchant of Record (MoR), the MoR may handle the refund process and timing.
8) Account Access After Refund
If a refund is issued:
- • Your subscription may be cancelled or reverted and access to paid features may be removed.
- • You must stop using paid features included in the refunded plan.
- • We may disable access if the account is associated with repeated refunds, disputes, or suspected abuse.
9) Chargebacks & Disputes
If you initiate a chargeback or payment dispute, we may suspend your account while the dispute is investigated. We encourage contacting support first so we can resolve issues quickly. If a chargeback is filed for an Enrollait subscription billed by a Merchant of Record (MoR), the MoR may also contact you for additional information.