Refund and Returns Policy – Zellvoo Academy

Refund & Exchange Policy - Zellvoo Academy

This policy governs requests for refunds and course exchanges at Zellvoo Academy.

The 24-Hour Rule: Request Submission

All refund and exchange requests must be submitted via email to [Insert Zellvoo Refund Email Address Here] within 24 hours of the initial purchase. The request is only valid if it includes the student’s registered email address and phone number.

Part 1: Refund Eligibility

A refund request is only considered under the following specific circumstances:

Valid Reasons for a Refund

Content Mismatch: The course’s actual content does not match the promises or description advertised to the student.
Long-Term Academic Programs: The purchase is for an academic program (full subscription, not quarterly) or a live/pre-recorded course with an original validity of more than three months.
Unused AI/Premium Access (Technical Issue): You purchased a Zellvoo AI package, have not initiated any sessions (i.e., it is unused), and are experiencing a clear technical failure (e.g., access was not granted).

Reasons Why a Refund Will Be Denied

Animated Course Purchase: The purchased course is categorized as an animated course.
Test Paper Purchase: The purchase is solely for a test paper or practice course.
Prior Exchange: The course has already been exchanged once following a previous request.
Short-Term Programs: The purchase is for an academic program (quarterly subscription) or a live/pre-recorded course with less than three months of remaining validity.
Code of Conduct Violation: The student has violated the Zellvoo Academy community guidelines or Terms of Service.
Used AI/Premium Access: The Zellvoo AI package has been used, even if only for one initiated session.

Part 2: Exchange Policy

You may request an exchange for a different course within the 24-hour request window, provided the course has not been previously exchanged.

Course Value: The new course must be of equal or greater value. If the new course is more expensive, the student must pay the difference.
AI Package Exchange: AI/Premium packages can be exchanged within the 24-hour window only if they are unused, and the new package is of equal or greater value. Previously exchanged AI packages are not eligible for a second exchange.

Part 3: Processing & Final Authority

Confirmation: Once a refund or exchange is successfully processed and approved by Zellvoo Academy, the user will receive a confirmation email from [Insert Zellvoo Refund Email Address Here] with a transaction ID or reference number.
Course Access Revocation: The refunded/exchanged course will be immediately deleted from the user’s profile. To regain access, a new purchase is required.
Refund Payout: Approved funds will be returned to the original bank, mobile financial services account, or card used for the purchase within 10 days of the refund request’s final approval.
Policy Authority: Zellvoo Academy reserves the absolute right to change these Terms and Conditions (T&C) at any time and to make final decisions on a case-by-case basis.

Note: Please replace all instances of [Insert Zellvoo Refund Email Address Here] with the actual refund email for Zellvoo Academy.

Zellvoo Academy (“we,” “our,” or “us”) is an education-technology platform dedicated to providing affordable, accessible, and high-quality learning opportunities for students across Bangladesh. We offer live classes, recorded lessons, admission test preparation, skill-based programs, and personalized AI-driven support through our website and mobile applications (“Platform”).

We value your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, and safeguard your information when you use our Platform. By using our services, you agree to the practices described here.

Our website address is: https://academy.zellvoo.com.

Information We Collect
We may collect the following information from you:

Personal details (Name, Date of Birth, Email, Phone Number, Address).
Educational details (Class, Subject, School, Syllabus preferences).
Payment details (only when purchasing services; securely processed).
Usage data (IP address, browser type, device info, pages visited).
Interaction data (chat history, feedback, queries, AI/learning tool interactions).

How We Use Your Information
We use your information to:

Provide and improve our educational services.
Personalize your learning experience.
Process payments securely.
Communicate updates, offers, and support.
Ensure security, prevent fraud, and comply with laws.

Sharing of Information
We do not sell or rent your data. However, we may share information with:

Service providers helping us deliver services.
Legal authorities when required by law.
Business partners in case of mergers or acquisitions.

Data Security
We follow industry-standard practices to protect your data. All payment transactions are encrypted and processed securely. However, no system is 100% secure, so you should also protect your login details.

Your Rights
You have the right to:

Access, update, or delete your personal information.
Opt out of non-essential promotional communications.
Request restrictions on certain data uses.

Cookies
We use cookies to improve user experience and analyze usage. You can manage cookies from your browser settings.

Third-Party Links
Our Platform may contain links to other websites. We are not responsible for their privacy practices, and you should review their policies separately.

Changes to Policy
We may update this Privacy Policy from time to time. Continued use of our services means you accept the updated policy.

Contact Us
If you have any questions or concerns about this Privacy Policy, please contact us:
📧info@zellvoo.com