This Refund Policy governs all refund requests made in connection with purchases on the Kelvuri platform. It forms part of Kelvuri’s Terms and Conditions and must be read in conjunction with the Privacy Policy. Completion of a purchase constitutes acceptance of this policy in full.
This policy is governed by the laws of India. Any disputes arising under or in connection with this policy shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka.
1. Platform Content and Prior Contact
Platform content, including clinical scenarios, MCQ banks, and assessment systems, is developed with input from practising nurses, clinical educators, and healthcare recruitment specialists, and is subject to continuous review and improvement. Users are advised to contact support@kelvuri.com prior to submitting a refund request. Many concerns may be resolved through direct support without a refund being necessary.
2. Refund Eligibility Window
A refund request must be submitted within 7 days of the date of purchase. Requests received after this period will not be considered, except to the extent required by applicable law in the user’s jurisdiction.
The 7-day period provides users with a reasonable opportunity to identify genuine technical issues or accidental purchases, while limiting refund claims to a period within which content consumption remains minimal.
3. Usage-Based Eligibility
Refund eligibility is conditional upon the volume of Platform content accessed by the user at the time of the request. The following thresholds apply:
4. Refund Type and Amount
Kelvuri does not issue full refunds. All approved refunds are partial, calculated by reference to the level of Platform access provided, content delivered, and administrative costs incurred. The applicable refund percentage is determined as follows:
| Usage at time of request | Applicable circumstance | Refund |
|---|---|---|
| Low usage Up to 10 scenarios and up to 20 MCQs |
Verified technical failure or confirmed Platform error | 75% |
| Moderate usage 11 to 20 scenarios or 21 to 50 MCQs |
Dissatisfaction where the Platform has functioned as intended | 50% |
| Usage threshold exceeded More than 20 scenarios or more than 50 MCQs |
Any circumstance | Not eligible |
- The applicable refund percentage is determined at Kelvuri’s sole discretion, following a review of account activity and the nature of the request.
- A user’s performance on practice content does not constitute a defect in the Platform and does not form grounds for a refund.
- Each registered account is entitled to a maximum of one refund. Subsequent refund requests from the same account will not be accepted.
5. Refund Request Procedure
All refund requests must be submitted to Kelvuri’s support team by email. Requests initiated through any other channel, including social media, third-party review platforms, or payment provider dispute procedures, will not be considered unless and until a formal request has been received by the support team.
Include the registered email address, order reference where available, and a description of the grounds for the request.
Upon receipt of a request, the following process applies:
Kelvuri will confirm receipt of the request within 1 business day.
Kelvuri may review the account, request further information, and where appropriate, propose a resolution prior to processing a refund. Such a proposal may include a technical remedy, extended access, or account credit. Acceptance of any proposed resolution is at the user’s discretion and does not prejudice the refund request.
A decision will be communicated to the user’s registered email address within 5 business days of the date of receipt of the request.
Approved refunds will be processed within 7 to 10 business days and credited to the original payment method used at the time of purchase, where technically possible. Actual credit timelines may vary depending on the user’s payment provider. A confirmation will be issued upon processing. Access to paid Platform features will be revoked upon approval of the refund.
6. Circumstances in Which Refunds Will Not Be Granted
No refund will be issued in any of the following circumstances:
- The request is received more than 7 days after the date of purchase.
- The account has exceeded the maximum usage threshold, being more than 20 scenarios or 50 MCQs attempted.
- Substantial Platform content has been downloaded, exported, or printed prior to the submission of the request.
- A refund has previously been issued to the user in connection with the same or any other Kelvuri account.
- The request forms part of a pattern of misuse, including repeated purchase and refund cycles, account sharing, or facilitation of group access to paid content.
- The basis of the request is the user’s own performance on practice content. Subjective dissatisfaction with the difficulty of content does not constitute a defect in the Platform.
- The account is subject to suspension or has been found to have violated Kelvuri’s Terms and Conditions.
- A chargeback or payment dispute has been raised with the user’s payment provider prior to the submission of a refund request to Kelvuri.
- The account is held under an institutional or sponsored arrangement governed by a separate agreement between Kelvuri and the relevant institution, as referenced in the Terms and Conditions.
Kelvuri reserves the right to decline any refund request that does not, in its reasonable assessment, reflect genuine use of the Platform or that appears intended to circumvent payment obligations.
7. Review of Refund Decisions
A user who considers that a refund decision has been made in error may submit a written request for review within 5 business days of the date of the decision. The review request must be submitted by replying to the decision notification and must set out the grounds for the request, together with any supporting information.
The review will be conducted by a member of the Kelvuri team who was not involved in the original decision. A determination will be communicated within 3 business days of receipt of the review request. Kelvuri’s determination on review is final and binding.
Users who initiate payment disputes or chargebacks with their payment provider prior to exhausting this review process may have their account access suspended pending resolution of the dispute. Chargebacks raised without prior engagement with Kelvuri’s support process may be contested by Kelvuri with the relevant payment network.
8. Amendments to This Policy
Kelvuri reserves the right to amend this Refund Policy at any time. Amendments will take effect upon publication on this page, accompanied by an updated effective date. Continued use of the Platform following publication of an amendment constitutes acceptance of the amended policy. Where a refund request relates to a purchase made prior to an amendment, the version of this policy in force at the date of purchase shall apply to that request.
9. Contact
All refund-related correspondence should be directed to:
Kelvuri will acknowledge correspondence within 1 business day of receipt.
This Refund Policy is to be read in conjunction with Kelvuri’s Terms and Conditions and Privacy Policy.