Refund Policy

1. Purpose of This Refund Policy

This Refund Policy explains when refunds, reversals, credits, replacements, cancellations, and other remedies may be available for purchases made through Emitrust, including purchases of digital products, research materials, templates, AI services, subscriptions, wallet-funded purchases, referral rewards, promotional credits, and related services.

This Refund Policy forms part of the Emitrust Terms & Conditions. By making a purchase or using a paid service, you agree to this Refund Policy.

2. Digital Products and Downloads

Most products available on Emitrust are digital products, including research materials, templates, project guides, seminar materials, downloadable documents, and other electronic resources.

Because digital products can be accessed, copied, downloaded, or used immediately, all sales are generally final once access has been granted, a download link has been made available, or the product has been downloaded.

Refunds are therefore not normally available simply because you changed your mind, you no longer need the product, you purchased the wrong product, you did not review the product description before purchase, the product does not meet your personal preference, you expected a particular academic result, grade, or institutional acceptance, or you are unable to use the product because of your own device, software, internet, or compatibility issue.

3. When a Refund May Be Considered

Emitrust may consider a refund, replacement, account credit, or other remedy where:

• You were charged more than once for the same transaction;
• You were charged but did not receive access to the purchased product due to a technical failure attributable to Emitrust;
• The purchased file is corrupted, inaccessible, or materially different from its description, and Emitrust cannot reasonably provide a working replacement;
• An unauthorised transaction is confirmed after investigation;
• A payment was processed due to a clear technical or billing error;
• A subscription was charged after a valid cancellation request was properly completed before the renewal date, subject to verification; or
• A refund is required by applicable law.

Each request is assessed individually. Approval is not automatic.

4. Refund Request Period

Refund requests must be submitted within seven (7) days of the relevant transaction, unless a longer period is required by applicable law.

Requests submitted after this period may be declined, except where the issue concerns unauthorised transactions, legal rights that cannot be waived, or circumstances where Emitrust determines that an exception is appropriate.

5. How to Request a Refund

Your request should include:

• Your full name;
• The email address linked to your Emitrust account;
• Order number or transaction reference;
• Date and amount paid;
• The product or service purchased;
• A clear explanation of the issue;
• Screenshots or supporting evidence where available.

Providing complete information helps us investigate your request more quickly.

6. Refund Review Process

After receiving a refund request, Emitrust may review transaction records, confirm product-delivery status, check download/access/usage/wallet/subscription activity, verify payment information, request additional information, and investigate possible fraud, chargeback activity, or misuse.

We aim to respond to valid refund requests within a reasonable period. Complex cases may take longer, especially where payment providers, banks, fraud checks, or technical investigations are involved.

7. Refund Method and Processing Time

Approved refunds will normally be returned through the original payment method used for the transaction, where possible. Where a return to the original payment method is not possible, Emitrust may provide an alternative lawful remedy, such as account credit, wallet credit, replacement access, or another appropriate solution.

Processing times may vary depending on the payment provider, bank, card issuer, wallet provider, or other third party. Emitrust is not responsible for delays caused by those third parties after a refund has been processed.

8. AI Services and AI Credits

Payments for AI services, AI credits, AI subscriptions, or AI-generated outputs are generally non-refundable once the relevant credits, access, processing, or outputs have been used or made available.

A refund or credit may be considered where AI credits were deducted due to a verified technical error, the service was unavailable due to an Emitrust system failure, you were charged more than once for the same AI service, or a refund is required by applicable law.

Dissatisfaction with an AI output, including concerns about style, completeness, accuracy, originality, academic suitability, or usefulness, does not automatically qualify for a refund. Users are responsible for reviewing and verifying AI-generated outputs.

9. Subscription Services

Subscriptions may be billed monthly, quarterly, annually, or at another interval displayed during purchase.

You may cancel an eligible subscription before the next renewal date through your account settings or by contacting support. Cancellation prevents future renewals but does not normally result in a refund for the current billing period. Your subscription benefits may continue until the end of the paid period.

A refund for a subscription renewal may be considered only where the subscription renewed after a properly completed cancellation before the renewal date, you were charged more than once, a verified technical billing error occurred, or a refund is required by applicable law.

10. Wallet Deposits and Wallet Balances

Wallet deposits are intended for use on the Emitrust Platform. Unless otherwise stated or required by law: wallet deposits are non-refundable after they have been used to purchase products or services; promotional credits, referral rewards, coupons, and bonus balances are not redeemable for cash; wallet balances may be subject to verification, fraud checks, usage limits, and expiry conditions where disclosed; wallet balances created through fraud, error, abuse, chargebacks, or policy violations may be reversed or removed; and any withdrawal feature, if offered, will be governed by separate wallet rules and verification requirements.

Where a wallet deposit remains unused, Emitrust may consider a refund request where legally required or where a verified payment error has occurred.

11. Referral Rewards, Coupons, and Promotional Credits

Referral rewards, affiliate commissions, coupons, discounts, loyalty points, promotional credits, and bonus balances are subject to the relevant programme rules. Unless expressly stated otherwise: they are not cash; they are not transferable; they cannot be exchanged for refunds; they may expire; and they may be withdrawn, reversed, or cancelled where fraud, abuse, error, or breach of the Terms is detected.

If a purchase made using a promotional benefit is refunded, cancelled, reversed, or charged back, related rewards or credits may also be adjusted or removed.

12. Chargebacks and Payment Disputes

If you believe a transaction is incorrect or unauthorised, please contact Emitrust before initiating a chargeback or payment dispute, where reasonably possible. This allows us to investigate and potentially resolve the issue faster.

Where a chargeback is initiated, Emitrust may restrict access to the relevant product or service, suspend associated wallet balances, referral rewards, or promotional credits, provide transaction, access, delivery, and communication records to the payment provider, and recover losses arising from fraudulent or abusive chargebacks where permitted by law.

Nothing in this section prevents you from exercising lawful consumer-protection rights.

13. Non-Refundable Circumstances

Except where required by applicable law, refunds will generally not be issued for: successfully delivered, accessed, or downloaded digital products; used AI credits or completed AI processing; completed services or delivered outputs; failure to use a purchased product or subscription; academic dissatisfaction, rejected work, low grades, or institutional penalties; failure to comply with academic-integrity rules; products purchased by mistake where the description was clear; expired coupons, credits, rewards, or promotional offers; losses caused by account-sharing, weak passwords, or unauthorised access resulting from a user's failure to secure their account; technical problems caused by the user's device, internet connection, software, browser, or third-party services outside Emitrust's control; or accounts suspended or terminated due to breach of the Terms.

14. Consumer Rights

Nothing in this Refund Policy is intended to exclude, limit, or override any consumer rights that cannot lawfully be excluded under applicable law. Where applicable law gives you a right to a refund, repair, replacement, cancellation, or other remedy, Emitrust will comply with that law.

15. Changes to This Refund Policy

Emitrust may update this Refund Policy from time to time. Changes will apply from the effective date stated in the updated Policy, except where applicable law requires otherwise. We may notify users of material changes through the Platform, by email, through account notifications, or by another reasonable method.

16. Contact Information