BlueTrace Forge — Refund Policy

1. Exceptions

Some enterprise packages include custom facilitator travel or printed materials. Once those hard costs are committed, they may be non-refundable even if the broader program is cancelled. Promotional vouchers labeled non-refundable retain that limitation. If laws in your jurisdiction mandate otherwise for consumers, those mandates override conflicting text here to the required extent. We list exceptions clearly in written quotes to avoid surprises during procurement reviews.

2. Eligibility

Refund eligibility depends on the product type. Self-serve scenario licenses purchased directly from BlueTrace Forge may qualify for a cooling-off window when no content has been accessed, as described in the timeframe section. Team licenses require an authorized billing contact to request changes. Enterprise statements of work follow termination clauses negotiated in those documents. Proof of purchase and account identifiers speed verification. We may refuse abusive patterns such as serial purchases and immediate refund demands without genuine trial intent.

3. Timeframe

For eligible digital products, you may request a refund within fourteen days of purchase if access tokens have not been redeemed or substantial content downloaded, whichever policy stricter applies on the invoice. After redemption, refunds shift to partial credit at our discretion depending on facilitator time already consumed. Physical add-ons follow shipment status: unshipped orders can be cancelled; shipped orders rely on return-to-warehouse confirmation. Processing times after approval typically align with one to two billing cycles of your payment provider.

4. Contact

Refund requests should be emailed to team@boxvault.one with “Refund request” in the subject line. Include invoice numbers, dates, and a short explanation. We may ask clarifying questions before approval. Phone support is not the primary channel for refunds. If you purchased through a reseller, that reseller’s policy may apply first, and we will coordinate as required by contract.

5. Scope

This Refund Policy applies to standard offerings marketed on boxvault.one. Custom development or bespoke simulations may narrow or expand refund rights as written in the applicable statement of work. Taxes and currency conversion differences charged by banks are outside our control and may not be fully reversible. Credits issued instead of cash refunds expire as stated on the credit note. Nothing here limits non-waivable consumer rights under Korean law for qualifying transactions.

6. Process

After you submit a request, we confirm eligibility against access logs and invoice records. Approved refunds return through the original payment path where technically possible; otherwise we propose an alternative settlement. Denied requests receive an explanation with reference to the relevant clause. You may escalate disputes through agreed arbitration or court venues consistent with the General Terms. We document decisions to maintain auditability for enterprise clients.

7. Partial refunds and credits

When partial performance has occurred, we may offer proportional credits toward future cohorts instead of cash refunds. Credits are tracked in internal order systems and communicated via email. You may decline a credit and continue negotiation within reasonable bounds. Partial refunds, when granted, round to the nearest practical billing unit dictated by payment processors. We do not provide interest on held amounts during review.

8. Chargebacks

Initiating a chargeback without first contacting us may slow resolution because banks require parallel investigations. We prefer direct communication to resolve misunderstandings about access or invoices. If a chargeback is received, we may pause active licenses until the dispute clears. Fraudulent chargebacks may result in account closure where accounts exist. Good-faith errors will be corrected promptly once identified.

9. Enterprise adjustments

Purchase orders often include unique payment milestones. Refunds or credits for enterprise programs follow those schedules, which supersede generic web policies when in conflict. If a cohort is rescheduled rather than cancelled, fees may transfer without cash movement. Currency fluctuations between quote and payment may create minor differences reconciled administratively. We document adjustments in writing for both parties.

10. Non-refundable items

Downloadable facilitator guides after release to paying customers may be classified as consumed digital goods. On-site travel already ticketed is generally non-refundable. Donation-style sponsorships, if offered, are non-refundable by nature. Bundled items inherit the stricter component rule. If packaging is unclear, ask before purchase and we will annotate the quote explicitly.

11. Consumer rights (Korea overview)

Consumers in Korea may have rights under the Act on the Consumer Protection in Electronic Commerce, among other statutes, including withdrawal rights for certain distance contracts within statutory periods when services have not been substantially used. Specific eligibility depends on facts and current law; this overview is informational, not individualized advice. Enterprise purchasers acting as businesses may have different protections. Consult qualified counsel for borderline cases involving mixed B2B and consumer contexts.