Policy
Cancellation & Refund Policy
Understanding your rights for digital product purchases
Last Updated: December 16, 2024
This policy is in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 of India. We value our customers and strive to provide the best possible experience.
1
Refund Eligibility
Eligible for Refund
- ✓Technical failure - Product not delivered within 24 hours
- ✓Duplicate payment - Charged multiple times by error
- ✓Material defect - Content significantly different from description
- ✓Accidental purchase - Within 2 hours, content not accessed
- ✓Cancelled by us - Automatic full refund
Not Eligible for Refund
- ✗Content already accessed or downloaded
- ✗Request after 7 days from purchase
- ✗Change of mind after accessing content
- ✗User-side device/connectivity issues
- ✗Free or promotional items
2
Cancellation by Product Type
📦
Digital Bundles (DWG, Excel)
| Condition | Cancellation | Refund |
|---|---|---|
| Before download (within 24 hrs) | ✓ Allowed | 100% |
| After download | ✗ Not Allowed | None |
| Corrupted files (verified) | N/A | Replacement/Refund |
🎓
Online Courses
| Condition | Cancellation | Refund |
|---|---|---|
| Within 48 hrs, <10% viewed | ✓ Allowed | 100% |
| After 48 hrs OR >10% viewed | ✗ Not Allowed | None |
| Course discontinued by us | N/A | Pro-rata |
🎥
Live Webinars
| Condition | Cancellation | Refund |
|---|---|---|
| >24 hours before start | ✓ Allowed | 100% |
| <24 hours before start | ⚠ Case-by-case | 50% or Credit |
| After webinar started | ✗ Not Allowed | None |
| Cancelled by Civilore | N/A | 100% Auto |
3
How to Request a Refund
1
Email Us
support@civilore.com
2
Include Details
Order ID, Reason
3
Review
3-5 business days
4
Refund
7-10 business days
Note: UPI/Razorpay refunds are typically faster (3-5 days) compared to credit card refunds (7-10 days).
4
Dispute Resolution
If you are not satisfied with our refund decision, you may:
- Request escalation via grievance@civilore.com
- File a complaint with National Consumer Helpline: 1800-11-4000
- Approach the Consumer Disputes Redressal Forum
- Use the Online Consumer Mediation Centre (OCMC)
Contact Us
support@civilore.com
Phone
+91 8247221128
Hours
Mon-Sat, 10 AM - 6 PM IST
Registered Address
Civilore, 12-3-456, Silicon Valley Layout, Whitefield, Bangalore - 560066, Karnataka, India