1. Introduction
At TranquilGrove, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines our procedures and conditions for refunds and is designed to be fair and transparent.
By purchasing any products or services from TranquilGrove, you agree to the terms of this Refund Policy. Please read this document carefully before making a purchase.
2. Digital Products
2.1 E-Books, Tutorials, and Downloadable Content
Due to the nature of digital products, we generally do not offer refunds for downloadable content, e-books, or tutorials once they have been purchased and downloaded, as these items cannot be "returned."
However, we understand that exceptions may be necessary. We will consider refund requests for digital products in the following circumstances:
- The digital product is defective or corrupted and cannot be accessed properly
- The product description was materially misrepresented
- The wrong product was delivered
To request a refund for a digital product, please contact our customer service team at [email protected] within 7 days of purchase. Your request should include your order number, the specific issue with the product, and any relevant details that will help us evaluate your request.
2.2 Preview Information
We make every effort to provide accurate previews, descriptions, and sample content for our digital products so you can make an informed decision before purchasing. We encourage you to review this information carefully before completing your purchase.
3. Online Courses and Workshops
3.1 Refund Eligibility Period
For online courses and workshops, we offer a 14-day money-back guarantee from the date of purchase or from the date the course becomes available, whichever is later.
To be eligible for a refund:
- You must request the refund within the 14-day period
- You must have completed no more than 20% of the course content
- You must provide specific feedback about why the course did not meet your expectations
3.2 Non-Refundable Circumstances
Refunds will not be issued in the following circumstances:
- After the 14-day refund period has expired
- If you have completed more than 20% of the course
- If you have downloaded all or a substantial portion of the course materials
- For reasons unrelated to the quality or delivery of the course (e.g., lack of time to complete the course, change of mind)
3.3 How to Request a Course Refund
To request a refund for an online course or workshop, please email [email protected] with the subject line "Course Refund Request" and include the following information:
- Your full name
- The email address used for purchase
- Order/purchase confirmation number
- Course title
- Reason for requesting a refund
We will process eligible refund requests within 5-7 business days of receiving all necessary information.
4. Subscription Services
4.1 Cancellation
You may cancel your subscription at any time by logging into your account settings or by contacting us at [email protected]. When you cancel, you will continue to have access to your subscription benefits until the end of your current billing period.
4.2 Refund Policy for Subscriptions
We do not offer refunds for partial subscription periods. If you cancel your subscription, you will not receive a refund for the current billing period, but you will not be charged for subsequent billing periods.
4.3 Exceptions
In exceptional circumstances, such as technical issues that significantly impacted your ability to access subscription benefits, we may consider partial refunds. These are evaluated on a case-by-case basis.
If you believe you qualify for an exception, please contact us with detailed information about the issue you experienced, including any error messages or other relevant details.
5. Physical Products
5.1 Refund Eligibility
For physical products (such as art prints, merchandise, or physical books), we accept returns and provide refunds under the following conditions:
- The item is returned within 30 days of delivery
- The item is in its original condition, unused, and with all original packaging
- You provide proof of purchase
5.2 Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 7 days of receipt. Please include photos of the damaged product and packaging. We will arrange for a replacement or refund at our discretion.
5.3 Return Shipping
For standard returns (non-defective items), the customer is responsible for return shipping costs. We recommend using a trackable shipping method to ensure the package reaches us.
For damaged or defective items, we will provide a prepaid return shipping label or reimburse reasonable return shipping costs.
5.4 Refund Processing
Once we receive and inspect the returned item, we will process your refund. Refunds will be issued to the original payment method used for the purchase.
Please allow 7-14 business days for the refund to appear in your account after we have processed it.
6. Events and Workshops
6.1 Cancellation by Customer
For in-person or live virtual events and workshops:
- 30+ days before the event: Full refund minus a 10% administrative fee
- 14-29 days before the event: 50% refund
- Less than 14 days before the event: No refund, but you may transfer your ticket to another person
6.2 Cancellation by TranquilGrove
If we cancel an event or workshop, you will be offered the following options:
- A full refund
- Credit toward a future event
- Transfer to a rescheduled date (if applicable)
6.3 Event Changes
Minor changes to event details (such as specific activities or schedules) do not qualify for refunds. Significant changes (such as venue location or major program alterations) may qualify for partial or full refunds at our discretion.
7. Custom and Commissioned Work
For custom or commissioned work (such as personalized art or custom tutorials):
- Initial deposits are non-refundable
- Once work has begun, cancellations will result in billing for work completed up to that point
- Final deliverables will be provided only after full payment is received
For specific details regarding refunds for custom work, please refer to your individual contract or agreement.
8. Payment Processing
8.1 Refund Methods
Refunds will be processed using the same payment method used for the original purchase:
- Credit/debit card payments will be refunded to the original card
- PayPal payments will be refunded to the PayPal account
- Bank transfers will be refunded via bank transfer
8.2 Processing Time
While we process refunds promptly (typically within 3-5 business days), please note that it may take additional time for the refund to appear in your account depending on your payment provider's policies:
- Credit/debit cards: 5-10 business days
- PayPal: 1-3 business days
- Bank transfers: 3-7 business days
9. Exceptions and Special Circumstances
We understand that exceptional circumstances can occur. If you believe your situation warrants special consideration outside of our standard refund policy, please contact us with detailed information.
Exceptions are reviewed on a case-by-case basis and are granted at the sole discretion of TranquilGrove management.
10. Statutory Rights
This Refund Policy does not affect your statutory rights as a consumer. If you are located in the European Union or the UK, you have certain rights under consumer protection laws that may apply in addition to our refund policy.
For consumers in the EU, you have a right to withdraw from a distance contract within 14 days without giving any reason, subject to certain exceptions for digital content and personalized items.
11. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates your acceptance of the updated policy.
We will notify customers of significant changes through our website or via email.
12. Contact Us
If you have any questions about our Refund Policy or would like to request a refund, please contact us:
- By email: [email protected]
- By phone: +447602013757
- By mail: 230 Harley Divide Lake Riley, LL21 0RG, United Kingdom
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.