Refund Policy

This Refund Policy explains when and how you can obtain a refund for subscription fees paid for the Tivali learning management platform (the “Service”). It applies to all paid plans and forms part of, and should be read together with, our Terms of Service. By subscribing to a paid plan, you agree to this Policy.

We offer a live demo so you can explore the Service before committing to a paid subscription. No payment is required to access the demo. We strongly encourage you to evaluate the Service during this time, as it is the best way to confirm Tivali meets your needs before you pay.

For your first paid subscription, we offer a 14-day money-back guarantee. If you are not satisfied with the Service, you may request a full refund of your initial subscription payment within 14 days of the date that payment was first charged. To qualify:

• The request must be made within 14 days of your first paid charge.
• The guarantee applies only to the initial payment for a new subscription, not to renewals.
• One money-back refund is available per organization.

You may cancel your subscription at any time from your account settings or by contacting us at [email protected]. When you cancel:

• Your subscription remains active until the end of the current billing period, and you retain access to paid features until then.
• Your subscription will not renew, and you will not be charged again after cancellation.
• We do not provide prorated refunds for the unused portion of a billing period after the 14-day money-back window has passed, except where required by applicable law.

Subscriptions renew automatically. To avoid being charged for the next period, please cancel before your renewal date. If you are charged for an automatic renewal that you did not intend, contact us within 7 days of the renewal date and we will review your request in good faith.

Annual plans are billed upfront for the full term. The 14-day money-back guarantee in Section 3 applies to a new annual subscription. After that window, annual fees are non-refundable for the remainder of the term, though you may cancel to prevent the next annual renewal.

If you downgrade to a lower-tier plan, the change takes effect at the start of your next billing cycle. Downgrades do not generate a refund or credit for the difference in the current period. You will continue to have access to your current plan’s features until the cycle ends.

The following are generally not eligible for a refund:

• Subscription fees beyond the 14-day money-back window, except as required by law.
• Renewal charges (subject to the good-faith review described in Section 4).
• Fees for any custom development, onboarding, training, or professional services that have already been delivered.
• Charges arising from your violation of our Terms of Service that resulted in suspension or termination.

To request a refund, email us at [email protected] with the following details:

• The email address and organization (workspace) associated with your account.
• The date and amount of the charge.
• The reason for your refund request.

We aim to acknowledge refund requests within 2 business days and to process approved refunds within 5–10 business days. Refunds are issued to the original payment method. The time it takes for the funds to appear depends on your payment provider or bank.

If you believe a charge was made in error or without authorization, please contact us before initiating a chargeback so we can resolve the issue directly and promptly. Filing a chargeback without first contacting us may result in suspension of your account while the dispute is reviewed.

We may update this Refund Policy from time to time. Changes apply to charges made after the updated Policy takes effect. We will post the revised Policy on this page with a new “Last updated” date.

For any questions about refunds or billing, contact us at [email protected].