Refund Policy
surovianex Financial Services
Last updated: January 15, 2025
Our Commitment to You
At surovianex, we stand behind our annual budgeting services with transparency and fairness. We understand that financial planning is a significant investment, and our refund policy reflects our commitment to client satisfaction and ethical business practices.
This policy applies to all services, consultations, and digital products offered through surovianex.com and our Nelson Bay office. We've designed these terms to protect both our clients and our business while maintaining the highest standards of service delivery.
Refund Eligibility Criteria
- Initial Consultation Period: Full refund available within 14 days of your first consultation session if you're not completely satisfied with our approach or methodology
- Service Delivery Issues: Refunds granted when we fail to deliver agreed-upon services within specified timeframes or don't meet documented service standards
- Technical Problems: Full refund for digital tools or platforms that don't function as advertised, preventing you from accessing your budgeting resources
- Duplicate Payments: Immediate refund of any accidental duplicate charges or billing errors on your account
- Cancellation Before Service: Complete refund if you cancel before your first scheduled consultation or before accessing any service materials
Refund Process Timeline
Submit Request
Contact us via email at help@surovianex.com or phone +61266214333 with your request details and reason for refund
Review Period
We'll review your request within 2-3 business days and may contact you for additional information or clarification
Decision Notification
You'll receive written confirmation of our decision within 5 business days of your initial request
Processing
Approved refunds are processed within 7-10 business days back to your original payment method
Payment Method Considerations
Refund processing times vary depending on your original payment method and financial institution policies:
- Credit Cards: 5-10 business days for refunds to appear on your statement, though some banks may take up to 2 billing cycles
- Bank Transfers: 3-7 business days for direct bank account refunds within Australia
- PayPal: 1-3 business days for PayPal account credits
- International Payments: 10-15 business days due to additional processing requirements and currency conversion
Important Limitations
Some services are not eligible for refunds after certain milestones. Custom budget plans that have been fully delivered and implemented cannot be refunded after 30 days. One-on-one consulting sessions completed more than 30 days ago are also non-refundable. We encourage clients to communicate concerns early so we can address issues before they become refund requests.
Partial Refund Scenarios
In some situations, partial refunds may be more appropriate than full refunds:
- Multi-Session Packages: Refund calculated based on unused sessions remaining in your package
- Annual Service Plans: Prorated refunds available for unused months when cancelling ongoing service agreements
- Digital Tool Access: Refunds adjusted for time already spent accessing our budgeting platforms and resources
- Combination Services: Individual components evaluated separately when only part of a service package is unsatisfactory
Dispute Resolution
If you disagree with our refund decision, we offer a formal review process. You can request escalation to our senior management team within 14 days of receiving our initial decision. We'll conduct a thorough review and provide a final determination within 10 business days.
For unresolved disputes, you may also contact the Australian Financial Complaints Authority (AFCA) or pursue resolution through appropriate consumer protection agencies in New South Wales.
Questions About Refunds?
Our client services team is here to help with any questions about our refund policy or to assist with your specific situation.