Refund and Dispute Policy

Last updated: 19/11/24

Our approach to policies

Everybody who works on Enti is motivated by improving people's health and wellbeing.

One of our central guiding goals is to nurture the understanding that people have, both of themselves and others.

We work hard to build and deliver products, software and services that support this goal - and we operate as a business to be able to generate the revenues to invest further in our work.

To do this, we have a legal business entity - Ennity Ltd, UK Company No. 16086712 as registered in England and Wales.

As part of having this legal entity, we are required to have some policies - documents which can often feel very formal, intimidating and black-and-white.

Having said that, we're not very big fans of black-and-white language. So, whilst we have our policy documents - and respect them very much! - we also want you to know that, if they don't make sense to you, we're here to try to help.

You can reach us on team@withenti.com. With that - we'll hand over to our policy…

1. Refund Policy

We aim to ensure that you are fully satisfied with the services provided by Ennity Ltd. However, we understand that situations may arise where you may seek a refund. This policy outlines the conditions under which refunds may be granted.

Eligibility for Refunds

  • Refunds may be issued under the following circumstances:
    1. Technical Issues: If you are unable to access or use a purchased session due to a technical issue caused by us and we are unable to resolve the issue within a reasonable timeframe.
    2. Service Dissatisfaction: If the service did not meet your reasonable expectations, you must provide specific feedback explaining your dissatisfaction within 7 days of the session.
    3. Duplicate Purchases: If you were inadvertently charged twice for the same session or subscription.

Non-Refundable Situations

  • Refunds will not be granted under the following circumstances:
    • Failure to use the service within the validity period (e.g., unused credits or sessions that expire).
    • Dissatisfaction due to user error or preference changes not related to service quality.
    • Refund requests submitted more than 14 days after the purchase or session date.

How to Request a Refund

To request a refund, please contact us at [insert support email] with the following information:

  • Your name and email address.
  • The date of purchase or session.
  • A description of the issue or reason for the refund request.

We aim to process refund requests within 5-10 business days of receiving all necessary information.

Refund Methods

  • Refunds will be issued to the original payment method used at the time of purchase.
  • If the original payment method is no longer valid, alternative arrangements may be made at our discretion.

2. Dispute Policy

In the event of a payment dispute, we encourage customers to contact us directly before initiating a chargeback or dispute with their bank. Resolving disputes with us directly helps avoid unnecessary delays and charges.

Handling Disputes

  • Upon receiving notice of a dispute or chargeback, we will:
    1. Review the details of the disputed transaction.
    2. Provide evidence to Stripe, such as proof of service delivery or communication with the customer.
    3. Work with the customer to resolve the issue amicably, where possible.

Chargeback Fees

If a chargeback is issued, Stripe may charge a fee of £15 per dispute. If the dispute is resolved in our favor, Stripe will refund the chargeback fee.

Dispute Resolution Timeframes

  • Most disputes are resolved within 60-90 days of submission.
  • We will make every effort to communicate with you during this time to clarify or resolve the matter.

3. Your Consumer Rights

This Refund and Dispute Policy is designed to comply with applicable UK laws, including the Consumer Rights Act 2015. These rights include:

  • Right to a Refund: If a service is not delivered as described or is not fit for purpose.
  • Right to Remedy: If there is a fault with the service, we will either fix the issue, provide a replacement session, or issue a refund as appropriate.

This policy does not affect your statutory rights as a consumer.

4. Contact Us

If you have any questions about this policy or require assistance, please contact us at:

  • Email: team@withenti.com