Refund Policy

Last Updated: February 12, 2025

This Refund Policy outlines the terms and conditions under which Nelmaku provides refunds for purchases made through our platform at nelmaku.com. By completing a purchase, you acknowledge that you have read, understood, and agree to the terms described below.

1. General Refund Principles

We are committed to delivering a high-quality learning experience. If you are not satisfied with a purchase, we encourage you to review the eligibility criteria below to determine whether your request qualifies for a refund. All refund requests are evaluated on a case-by-case basis in accordance with this policy.

2. Eligibility for Refunds

A refund may be issued under the following conditions:

The refund request is submitted within 14 calendar days of the original purchase date.
The purchased content or service has not been substantially accessed, completed, or downloaded.
The request is submitted through an eligible channel as described in Section 6 of this policy.
The purchase was made directly through nelmaku.com and not through a third-party platform or reseller.

3. Non-Refundable Items and Circumstances

The following purchases and circumstances are not eligible for a refund:

Purchases where more than 14 calendar days have passed since the transaction date.
Subscription plans or recurring billing cycles that have already renewed.
Digital content that has been fully accessed, streamed in its entirety, or downloaded.
Group coaching sessions, live workshops, or scheduled events that have already commenced or been attended.
Promotional purchases, discounted bundles, or items acquired through special offers unless stated otherwise at the time of purchase.
Purchases made using gift cards, promotional credits, or complimentary access codes.
Cases where a user has violated our Terms of Service, resulting in account suspension or termination.

4. Subscription Refunds

4.1 Monthly Subscriptions

Monthly subscription fees are generally non-refundable once the billing period has begun. If you cancel a monthly subscription, you will retain access to the service until the end of the current billing cycle. No partial refunds are issued for unused days within an active billing period.

4.2 Annual Subscriptions

Annual subscription purchases may be eligible for a full refund if the cancellation request is made within 14 calendar days of the initial purchase and access to the subscription content has been minimal. After this period, annual subscriptions are non-refundable. Upon cancellation, access continues until the end of the paid term.

4.3 Subscription Renewals

Automatic renewal charges are non-refundable unless a technical error occurred on our part. We recommend managing your subscription settings in advance to prevent unwanted renewals.

5. Group Coaching and Live Sessions

Purchases related to group coaching programs, live sessions, or scheduled masterclasses are subject to the following terms:

Cancellations made more than 7 calendar days before the scheduled session start date may be eligible for a full refund.
Cancellations made between 3 and 7 calendar days before the session may be eligible for a partial refund or credit toward a future session, at our discretion.
Cancellations made fewer than 3 calendar days before the session, or after the session has commenced, are not eligible for a refund.
If Nelmaku cancels or significantly reschedules a session, affected participants will receive a full refund or the option to transfer enrollment to an alternative date.

6. How to Request a Refund

To submit a refund request, please contact our support team using the details below. All requests must be submitted in writing and include the following information:

Full name and registered email address associated with your account.
Order or transaction reference number.
Name of the product, program, or service purchased.
Date of purchase.
Reason for the refund request.

You may reach us at:

Email: help@nelmaku.com
Phone: +380938591111
Address: Victory Ave, 95, Chernihiv, Chernihiv Oblast, Ukraine, 14039

We aim to acknowledge all refund requests within 3 business days of receipt.

7. Refund Processing

Approved refunds will be processed using the original payment method whenever possible. Please allow the following timeframes for funds to appear:

Credit or debit card: 5 to 10 business days, depending on your card issuer.
Digital wallets or payment platforms: 3 to 7 business days.
Bank transfers: Up to 10 business days.

We are not responsible for delays caused by financial institutions, payment processors, or intermediary services beyond our control.

8. Partial Refunds

In certain circumstances, we may offer a partial refund where a full refund is not applicable. Partial refunds may be granted at our sole discretion and will be calculated based on the extent of access used, the nature of the product, and the specific circumstances of the request.

9. Technical Issues and Service Failures

If you experienced a technical problem that significantly prevented your ability to access purchased content or attend a scheduled session, you may be eligible for a refund or credit regardless of the standard eligibility window. Requests based on technical issues must be supported by a clear description of the problem encountered and, where possible, evidence such as error messages or screenshots.

10. Chargebacks and Disputes

We encourage you to contact us directly before initiating a chargeback or payment dispute with your financial institution. Filing a chargeback without first contacting our support team may result in the suspension of your account pending resolution. We cooperate fully with all payment dispute processes and will provide documentation to support the review.

11. Changes to This Policy

Nelmaku reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to nelmaku.com with the updated date reflected at the top of this page. Continued use of our platform following any changes constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

12. Contact Us

If you have any questions about this Refund Policy or need assistance with a specific transaction, please do not hesitate to contact us:

Email: help@nelmaku.com
Phone: +380938591111
Website: nelmaku.com
Address: Victory Ave, 95, Chernihiv, Chernihiv Oblast, Ukraine, 14039