R E F U N D P O L I C Y
This refund policy depicts the rules and conditions between the client and Enigma Frenetico, Unipessoal, LDA, further in this document represented as “we”. It should be read attentively by every client before making a decision to use services.
The refund policy is a guarantee of a refund to each client in case of dissatisfaction if he/she follows the rules described below. So if the client has any issues connected to the transactions for our services, we are here to help!
You can request a refund for the initial payment for the trial period or renewal payment within 14 days after the charge by contacting our Support Team. To terminate your membership, your subscription must be canceled at least 2 days prior to the end of the current term (or within your trial period, in case of trial membership).
In case of need, a refund request should be submitted within fourteen days from the date of the order by email firstname.lastname@example.org or by the phone number. A subject line in the email should be filled as “Refund Request”.
Each particular refund is provided to the same payment instrument which was chosen to pay initially by the client. We never provide cash refunds.
The amount of the refund cannot be more than the amount of the initial transaction.
We reserve the right to make a decision for a partial refund and determines the size of the partial refund individually in each case.
We reserve the right to make a refund on a partial amount and settle the size of it, particularly in each case.
To conduct a refund, within five days from the date of the refund request we can ask for additional information that may help us to verify the client's problem. And the requested information should be provided no later than fourteen days after that.
Such information can be requested:
§ phone number;
§ the first and the last name;
§ the reason for the refund request;
§ any other proof of the making wrong transaction.
It may take some time to make a final resolution connected to the requested refund, and it can depend on different reasons. We notify the client with the requested outcome according to the timescales settled down in this policy:
a) in five days after receiving the requested additional information;
b) in five days after receiving a refund request if no additional information is needed.
We reserve the right not to wait for the client's approval before making a refund and process it without client`s notification within five-ten business days from the date of decision that the client is entitled to a refund.
The refund can be refused. List of the conditions that represent the conditions when we can decline a refund request:
§ the client did not pass the verification;
§ the client did not give us requested additional information;
§ we could not find a fund with the provided information from the client.
Only our responsible billing agents make refunds.
A request for a refund does not guarantee that a refund will be approved.
We expect every our user to contact us in case of occurrence of any issues connected to the provided services before submitting any chargeback. If the client makes a chargeback request, he cannot count on the refund anymore.
We reserve the right to investigate any chargeback request made by the user:
a) can use the services of third companies to process every chargeback;
b) can request additional information from the issuing bank.
If for any reasons the client does not accept our refund policy (whole or separate points), the client is recommended to refuse in using services of Enigma Frenetico, Unipessoal, LDA and leave the website immediately.
We present this policy as it is. And we reserve the right to make corrections in this policy if there were any changes in legislation. Accepting this policy, the client needs to check from time to time its changes on this page.
Enigma Frenetico, Unipessoal, LDA is not liable for any kind of losses and damages including lost profits or revenues connected to our services, amount or the processing time of the refund.
Last update: 02.08.2019