Refund and Returns Policy
Refund and Returns Policy
This Refund and Returns Policy applies to purchases made from Ravio Collective (“we”, “us”, “our”). We provide digital Public Relations services and digital deliverables (including audits, diagnostics, reports, frameworks, strategic recommendations, templates, and consultation-based outputs delivered online). Because digital services may be delivered instantly or initiated shortly after checkout, “returns” work differently than physical goods. Our goal is to keep this policy clear, fair, and professional—so you understand exactly when a refund may apply and how we handle every case.
1) Key Definitions
- Digital Deliverable: Any file, report, strategy document, checklist, template, audit summary, or downloadable resource we provide as part of a purchase.
- Service Initiation: The moment we begin work—this can include onboarding, review, analysis, preparation, research, drafting, internal planning, or scheduled calls.
- Delivery: When files are made available to you (download link, customer account access, email delivery) or when a service session is completed and its output is provided.
- Scope: The exact service description shown on the product page at the time of purchase, including what is included and what is not included.
2) Standard Refund Window
We review refund requests on a case-by-case basis and always consider the reason for the request, delivery status, and whether work has started. In most cases, refund requests should be submitted within 14 days of purchase. If the request is related to delivery or access issues, we strongly recommend contacting us as soon as you notice the problem so we can resolve it quickly. Our first priority is to ensure you receive what you paid for—then, if the issue cannot be solved, we evaluate refund eligibility.
3) Eligible Refund Reasons (Detailed)
The reasons below cover the most common refund scenarios for digital PR services. In some cases we may approve a full refund, a partial refund (if work has started), or a service credit—depending on progress and deliverables already provided. We will always explain our decision clearly.
A) Duplicate purchase / accidental double payment
If you accidentally purchase the same service twice, check out two times, or are billed twice for the same order, we will refund the duplicate charge. If you prefer, we can also convert the duplicate payment into another service of equal value. Please provide your order number(s) so we can confirm the duplicate transaction quickly.
B) Non-delivery of digital files (no access received)
If you did not receive your download link or delivery email (or access does not appear in your customer account), you may be eligible for a refund if we cannot restore access within a reasonable timeframe. Before approving a refund, we may ask you to confirm your checkout email and check spam/junk folders. If delivery is not possible due to a system error, you will not be left without a solution.
C) Corrupted / unreadable file or broken link (technical failure)
If a file is corrupted, incomplete, or does not open using standard software, we will re-deliver a corrected version. If a link is broken or expires incorrectly, we will provide an updated access method. If we are unable to provide a working deliverable in the promised format, you may qualify for a refund.
D) Wrong deliverable sent (mismatch to what was purchased)
If you receive the wrong service output—such as the wrong audit type, incorrect file set, or a deliverable that does not match your purchased product— we will correct it as a priority. If we cannot provide the correct deliverable within the scope you purchased, we may approve a refund.
E) Cancellation before service initiation
If you request cancellation before we begin any work (before onboarding, review, preparation, research, drafting, or calls), we can usually provide a full refund. Once the service is initiated, refunds may become partial depending on how much work has already been completed.
F) Service initiated but not delivered within scope
If work has started but we fail to deliver the purchased service output within the agreed scope, and we cannot resolve the situation through correction or re-delivery, you may be eligible for a partial or full refund. The decision will consider which components were completed, what was delivered, and what remains outstanding.
G) Billing error / incorrect charge amount
If a pricing error, tax calculation issue, or incorrect charge occurs, we will correct it. This may include refunding the difference, adjusting the invoice, or canceling an incorrect charge when verified. Please include a screenshot or transaction record to speed up verification.
H) Unauthorized purchase / suspected fraud
If you believe a purchase was made without authorization, contact us immediately. We may request basic verification details to protect both parties. If fraud is confirmed, we will cooperate with your payment provider to resolve the issue in accordance with their procedures and applicable laws.
I) Deliverable materially not as described (scope mismatch)
If the deliverable materially differs from the product description (for example, core components are missing or the output does not match the stated service), we will first offer a correction, replacement, or revision (when applicable). If the service cannot be aligned with the purchased scope, a partial or full refund may be considered.
J) Major format incompatibility caused by our error
If we deliver a format that contradicts what was stated on the product page (for example, a file type that cannot be opened as promised), we will provide a compatible version. If compatibility cannot be achieved due to our error, refund eligibility may apply.
4) Non-Refundable Situations (Digital Standard)
Due to the nature of digital services and digital deliverables, certain situations are typically non-refundable. This protects the integrity of completed work and delivered intellectual output.
- Change of mind after receiving digital access or after service initiation has begun.
- Subjective preference (e.g., “not my style”) when the deliverable matches the purchased scope and description.
- Results-based expectations where outcomes depend on external parties (media decisions, market conditions, timing, internal implementation, third-party platforms).
- Failure to use or implement recommendations, documents, or frameworks after delivery.
- Customer-side technical limitations (device/app constraints) when the file format matches what was stated.
- Late requests submitted far beyond the standard window without an eligible reason.
5) How to Request a Refund
To request a refund, email us with the information below. The more detail you provide, the faster we can review your case. If your issue is delivery-related, include screenshots so we can troubleshoot efficiently.
- Your full name and order number
- Purchase date and the service/product name
- Your reason for the request (choose from Section 3)
- Screenshots or error details (if technical issue)
- Any relevant notes (e.g., duplicate orders, wrong email, link errors)
6) Refund Processing Time & Method
If approved, refunds are issued to the original payment method used at checkout. Processing time depends on your bank or payment provider. Typical timelines are 3–10 business days after approval. If a partial refund applies, we will explain the basis clearly (work completed, deliverables delivered, and remaining scope).
7) Chargebacks & Disputes
Please contact us before initiating a chargeback. Many issues can be resolved quickly (re-delivery, corrections, access restoration). Chargebacks may delay resolution and can suspend access during the investigation period, depending on provider rules.
8) Policy Updates
We may update this policy to reflect operational, legal, or service changes. The version displayed at the time of your purchase generally applies unless otherwise required by law.
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Contact
For refund requests or delivery fhelp, email us at support@raviocollective.world We typically respond within 1–2 business days.