Refund Policy

This Refund Policy explains when MetaVie Ltd (MetaVie) will issue refunds for purchases of digital products and services, including Human Design analysis reports and consultation packages. MetaVie aims for clear, fair, and consistent outcomes while protecting the integrity of delivered digital content.

Overview

This Refund Policy explains when MetaVie Ltd (MetaVie) will issue refunds for purchases of digital products and services, including Human Design analysis reports and consultation packages. MetaVie aims for clear, fair, and consistent outcomes while protecting the integrity of delivered digital content.

Eligibility

Full refund within 48 hours of purchase if you have not accessed or downloaded the digital report or started a booked consultation.

Partial refund within 14 days when the product has been downloaded or the service has partially started but the issue is due to a demonstrable delivery failure or incorrect product.

No-refund exception: purchases where a completed, personalized deliverable has been accessed and consumed (see Non-Refundable) are generally ineligible, except in documented cases of manifest error or fraud.

Non-Refundable Items

The following are not eligible for refunds except under exceptional, documented circumstances:

• Fully delivered and accessed personalized reports where the user has downloaded, viewed, or otherwise consumed the final content.
• Completed one-on-one consultation sessions that took place at the scheduled time.
• Add-ons, credits, or credit purchases that have been fully used.
• Any purchase later shown to be the result of deliberate policy abuse or circumvention.

Refund Process

Submit a refund request to support@metavie.com with: order number, product name, purchase date, and a clear reason for the request. Attach screenshots or logs if relevant.

MetaVie acknowledges receipt within 2 business days and may request additional information to validate the claim.

Validated refunds are issued to the original payment method. If the original method is unavailable, MetaVie may offer store credit at equivalent value.

For disputes involving service quality, MetaVie may first offer remediation (re-delivery, correction, or a one-time coaching session) before issuing a refund.

Timelines and Amounts

Acknowledgement: within 2 business days.

Investigation period: up to 14 calendar days from acknowledgement for standard cases; complex cases may take up to 30 calendar days, with status updates every 7 days.

Refund settlement: once approved, refunds are processed within 5–10 business days for card/bank refunds depending on the payment provider. Store credit is available within 48 hours.

Partial refunds: calculated pro rata based on delivered components and any consumed credits or services.

Exceptions, Fraud, and Chargebacks

MetaVie reserves the right to refuse refunds in cases of suspected fraud, abuse, or violation of Terms of Service. Evidence will be documented and communicated.

Initiating a chargeback with your bank without first contacting MetaVie may delay resolution; MetaVie will cooperate with payment processors and may contest chargebacks when it has documented delivery or remediation evidence.

Contact and Escalation

Email initial requests to: support@metavie.com

For escalations, include "Escalate: Refund" in the subject; the request will be reviewed by a senior operations manager within 3 business days.

If a refund dispute remains unresolved, both parties agree to first attempt mediation before pursuing legal remedies.

Examples (Illustrative)

Purchase of a report, not downloaded, requested within 24 hours → Full refund.

Report downloaded but contains factual errors caused by MetaVie processing → Remediation offered; if unresolved, partial or full refund depending on impact.

Consultation scheduled and missed by user without notice → No refund; missed by MetaVie → Full refund or reschedule.

MetaVie reserves the right to update this policy; changes published on the site take effect immediately for new purchases.