Refund Policy
At kelophimera, we understand that investment decisions require careful consideration. This policy outlines our refund procedures and your rights as our valued client.
1Refund Eligibility
Refunds are available for our market analysis services within 14 days of your initial purchase. To qualify for a refund, you must not have accessed more than 25% of the purchased content or received more than two consultation sessions. We believe this gives you enough time to evaluate whether our approach aligns with your business needs without compromising the value for other clients.
2Non-Refundable Services
Certain services cannot be refunded once delivered. This includes custom market research reports that have been completed and delivered, one-on-one consultation sessions that have already occurred, and any downloadable resources you've accessed. Think of it like buying a book – once you've read most of it, returning it wouldn't be fair to the next customer.
Processing Time Notice
Most refunds are processed within 5-7 business days. Complex cases may take up to 14 business days for review and approval.
3How to Request a Refund
Getting your refund started is straightforward. Send us an email at support@kelophimera.com with your purchase details and reason for the refund request. Include your invoice number and the date of purchase. We'll review your request within 48 hours and guide you through any additional steps needed. Our team handles these requests personally – you won't be dealing with automated systems.
Refund Process Timeline
4Payment Method Returns
Refunds are always returned to your original payment method. Credit card refunds typically appear within 3-5 business days, though your bank may take additional time to process. PayPal refunds are usually instant. Bank transfer refunds can take 5-10 business days depending on your financial institution. We cannot process refunds to different accounts or payment methods for security reasons.
Full Refund
Available within 14 days for unused services with minimal content access.
Partial Refund
May apply for partially used services depending on specific circumstances.
5Special Circumstances
Sometimes unusual situations arise that don't fit standard policies. If you're facing financial hardship, experiencing technical issues that prevent service access, or have other exceptional circumstances, please reach out to us directly. We've been known to work with clients on a case-by-case basis when it makes sense. While we can't guarantee exceptions, we do try to be reasonable when life throws curveballs.
6Dispute Resolution
If you're not satisfied with our refund decision, you can escalate the matter by contacting our senior management team. We'll arrange a phone call within 72 hours to discuss your concerns. Most disputes are resolved through direct conversation. For Australian residents, you also have rights under Australian Consumer Law that may provide additional protections beyond this policy.
Need Help with Your Refund?
Email: support@kelophimera.com
Phone: +61 425 298 034
Address: U1/29/31 Dixon Rd, Rockingham WA 6168, Australia
Business Hours: Monday to Friday, 9:00 AM - 5:00 PM AWST