Refund and Cancellation Policy
Last updated
1. INTRODUCTION
This Refund and Cancellation Policy (“Policy”) governs all subscription cancellations, refund eligibility, and chargeback disputes for ‘Excluvia’, an international digital platform operated by Eclatit Limited, a company registered in England and Wales, with operations serving users globally. This Refund and Cancellation Policy applies to all users regardless of their country of residence
By purchasing a subscription or using Excluvia, you agree to this Policy, which forms part of the Terms of Use. This Policy also aligns with Excluvia’s Privacy Policy, Acceptable Use Policy, and other platform rules.
This Policy complies with:
a. UK Consumer Rights Act 2015
b. Nigeria’s Federal Competition and Consumer Protection Act 2018
c. General Data Protection Regulation (GDPR) (EU/UK) 2016/679
d. UK Payment Services Regulations 2017
e. Digital Services Act (EU)
f. Other applicable international consumer protection laws
2. BILLING AND PAYMENTS
Excluvia is a digital platform that facilitates subscriptions between users and content creators. When a user subscribes, they enter into a direct agreement with the creator and Excluvia acts solely as a payment facilitator.
Excluvia does not provide or guarantee content, nor is it responsible for the relationship between subscribers and creators.
2.1 Payment Processing and Fees
All payments are securely processed through third-party providers:
a. PayStack (for transactions in Nigerian Naira – NGN)
b. Stripe (for transactions in USD, GBP, and EUR)
All transactions are subject to applicable Value Added Tax (VAT) at the prevailing rate:
a. Nigeria: Local VAT rate applies
b. Other currencies (USD, GBP, EUR): UK VAT Rate
Users are responsible for ensuring their payment method is valid and has sufficient funds for automatic renewals. If a payment fails, Excluvia will not reprocess the payment, and the subscription will automatically terminate. As a result, the user will lose access to the creator’s content at the end of the current billing period. The user may resubscribe at any time by updating their payment method and initiating a new subscription.
3. SUBSCRIPTION CANCELLATION POLICY
3.1 User-Initiated Cancellations
Users may cancel their subscriptions at any time via their account settings. To avoid being charged for the next billing cycle, cancellations must be completed before the renewal date.
a. Users will retain access to the subscribed content until the end of the current billing cycle.
b. The cancellation will take effect in the next billing cycle, and no further charges will be incurred.
c. No prorated refunds or partial refunds will be issued for unused portions of the subscription period.
3.2 Content Creator-Initiated Cancellations
Content creators may choose to delete or deactivate their accounts at any time. If a creator cancels their account:
a. All active subscriptions linked to that creator will be automatically canceled at the end of the current billing cycle.
b. Subscribers will continue to have access to the creator’s content until the billing cycle ends.
c. Excluvia is not responsible for losses incurred by subscribers due to a creator deleting their content.
3.3 Platform-Initiated Cancellations & Account Terminations
Excluvia reserves the right to terminate or suspend user accounts without prior notice under the following circumstances:
a. Violation of Excluvia’s Terms of Use, Acceptable Use Policy, or Community Guidelines.
b. Engagement in fraudulent, abusive, or illegal activities.
c. Excessive chargebacks or repeated payment disputes.
d. Providing false or misleading account information.
If Excluvia cancels a user’s subscription due to a policy violation, no refund will be issued. Suspended users may request a review by contacting support@excluvia.com.
4. REFUND AND CHARGEBACK POLICY
Due to the digital nature of Excluvia’s content, all payments are final and non-refundable.
In the event of a chargeback threat or an actual chargeback on your payment, Excluvia reserves the right to share relevant information including your name, email address, subscription details, payment amounts, billing address, a description of the incident, and any related communications, with applicable banks, payment processors, credit card companies, credit bureaus, or any other entities deemed necessary at Excluvia’s sole discretion to facilitate resolution of the dispute.
Please note that Excluvia also reserves the right to suspend or permanently terminate your access to our services, regardless of the outcome of the chargeback process.
5. FORCE MAJEURE CLAUSE
Excluvia shall not be liable for refund delays, subscription cancellations, or service disruptions caused by:
a. Cyberattacks, data breaches, or system failures.
b. Government regulations affecting digital payments.
c. Natural disasters, pandemics, or financial institution failures.
d. Payment processor issues beyond Excluvia’s control.
6. CONTACT INFORMATION
Our support team can be required on the email below for any enquiries.
Email: support@excluvia.com