Refund Policy
Understanding your rights and our commitment to fair refund practices
1 Refund Eligibility Criteria
At groupsolvex, we understand that sometimes circumstances change. Our refund policy is designed to be fair and transparent while protecting both our customers and our business operations.
Eligible Refund Scenarios
- Service cancellation within 14 days of initial purchase
- Technical issues that prevent access to our platform for more than 72 hours
- Duplicate charges or billing errors
- Subscription cancellation before the next billing cycle
- Unsatisfactory service quality documented through our support system
Refunds are processed based on the original payment method used for the transaction. We maintain detailed records of all transactions to ensure accurate processing and prevent fraudulent refund requests.
Important Notice
Refund eligibility may vary based on the specific service package and terms agreed upon at the time of purchase. Custom portfolio management services may have different refund conditions.
2 Refund Process & Timeline
Our refund process is straightforward and designed to resolve your request efficiently. Here's what you can expect when requesting a refund:
Submit Request
Contact our support team at info@groupsolvex.com with your refund request and account details.
Review Process
Our team reviews your request within 2-3 business days to verify eligibility and documentation.
Approval & Processing
Once approved, refunds are processed within 5-7 business days back to your original payment method.
Confirmation
You'll receive email confirmation once the refund has been successfully processed.
| Payment Method | Processing Time | Additional Notes |
|---|---|---|
| Credit Card | 3-5 business days | May take up to 2 billing cycles to appear |
| Bank Transfer | 5-7 business days | Dependent on banking institution |
| PayPal | 1-3 business days | Fastest processing option |
| Direct Debit | 7-10 business days | Requires additional verification |
3 Specific Refund Scenarios
Different services and situations may have unique refund considerations. We've outlined the most common scenarios below:
Monthly Subscriptions
Monthly subscribers can cancel at any time before their next billing date. Refunds for the current month are available within the first 7 days of the billing cycle, provided minimal service usage.
Annual Subscriptions
Annual subscribers have a 30-day refund window from the initial purchase date. After 30 days, refunds are calculated on a pro-rated basis for the remaining unused months.
Premium Services
Custom portfolio management and premium consulting services have a 48-hour cooling-off period. Refunds after this period are assessed based on work completed and resources allocated.
Educational Content
Digital courses and educational materials are refundable within 14 days if less than 25% of the content has been accessed. This policy helps maintain the value of our educational offerings.
We recognize that each situation is unique. If your circumstances don't fit these standard scenarios, please contact our support team to discuss your specific situation. We're committed to finding fair solutions that work for everyone.
4 Non-Refundable Items & Exceptions
While we strive to accommodate refund requests, certain items and services cannot be refunded due to their nature or industry regulations:
- Transaction fees charged by third-party payment processors
- Services consumed or accessed beyond the specified refund window
- Customized reports or analysis that have been delivered
- Market data subscriptions that have been actively used
- Third-party software licenses purchased through our platform
Regulatory Compliance
Some financial services are subject to regulatory requirements that may affect refund eligibility. We'll always inform you of any such restrictions during the purchase process.
If you're unsure about the refund status of a particular service, please don't hesitate to ask before making your purchase. Our team is happy to clarify any terms and conditions.
5 How to Request a Refund
Requesting a refund is simple and straightforward. To ensure quick processing, please include the following information in your refund request:
- Your full name and account email address
- Transaction ID or order number
- Date of purchase and amount paid
- Reason for refund request
- Any supporting documentation (screenshots, error messages, etc.)
Refund Request Methods
Email: Send your request to info@groupsolvex.com with "Refund Request" in the subject line
Phone: Call our support team at +61403491658 during business hours
Mail: Send written requests to our office at 1/34 Westchester Rd, Malaga WA 6090, Australia
Our customer service team is available Monday through Friday, 9 AM to 6 PM Australian Eastern Standard Time. We aim to respond to all refund requests within 24 hours during business days.
6 Dispute Resolution
If you're not satisfied with our refund decision, we have a formal dispute resolution process in place. We're committed to resolving disagreements fairly and efficiently.
Escalation Process
Disputes can be escalated to our management team within 30 days of the initial refund decision. We'll review your case with fresh eyes and provide a detailed response within 7 business days.
For disputes that cannot be resolved internally, we work with independent mediation services to ensure fair outcomes. We're also subject to Australian Consumer Law, which provides additional protections for customers.
Last Updated
This refund policy was last updated in January 2025. We may update this policy periodically to reflect changes in our services or legal requirements. Significant changes will be communicated to active subscribers.
Questions About Refunds?
Our dedicated support team is here to help with any questions about our refund policy or to assist with your refund request.