At Pocker Elite, we strive to provide high-quality services and content to our customers. We understand that circumstances can change, and there may be instances where a refund is warranted. This Refund Policy outlines the conditions under which we will issue refunds for our products and services.
Please read this policy carefully to understand your rights and our responsibilities regarding refunds.
Refund Eligibility
We offer refunds for our paid products and services under the following circumstances:
Premium Memberships
- Within 14 days of purchase if you have not accessed more than 25% of the premium content
- If there are significant technical issues that prevent you from accessing the premium content, and our support team cannot resolve these issues within a reasonable timeframe
- If the service description was materially misrepresented at the time of purchase
Event Registrations
- Full refund if cancellation is requested at least 30 days prior to the event
- 50% refund if cancellation is requested 15-29 days prior to the event
- No refund for cancellations less than 15 days before the event
- Full refund if the event is cancelled by Pocker Elite
Digital Products
- Within 14 days of purchase if you have not downloaded or accessed the product
- If the product is defective or materially different from its description
Consulting Services
- Full refund if cancellation is requested at least 7 days prior to the scheduled service
- 50% refund if cancellation is requested 3-6 days prior to the scheduled service
- No refund for cancellations less than 3 days before the scheduled service
Refund Conditions
Please note the following conditions that apply to all refund requests:
- Refunds will be issued using the original payment method whenever possible
- If the original payment method is no longer available, we will work with you to find an alternative method
- Refunds do not include any shipping or handling fees, where applicable
- Processing fees charged by payment processors are generally non-refundable
- Promotional discounts applied to the original purchase will be deducted from the refund amount
- We reserve the right to refuse a refund if we suspect fraudulent activity
Refund Processing Time
Once we approve a refund request, the processing time will vary based on your payment method:
- Credit or Debit Card: Refunds typically appear on your statement within 5-10 business days
- PayPal: Refunds are usually processed within 1-3 business days
- Bank Transfer: Refunds may take 5-7 business days to process, depending on your banking institution
Please note that while we process refunds promptly on our end, the actual time it takes for the refund to appear in your account depends on your financial institution and is beyond our control.
How to Request a Refund
To request a refund, please follow these steps:
- Contact our customer support team through one of the following methods:
- Provide the following information in your refund request:
- Your full name and email address used for the purchase
- Order number or transaction ID
- Date of purchase
- Product or service for which you're requesting a refund
- Reason for the refund request
- Any relevant supporting documentation (e.g., screenshots of issues)
- Our customer support team will review your request and respond within 2 business days
- If your refund is approved, we will process it according to the timeframes mentioned above
For event cancellations or other special circumstances, additional documentation may be required to process your refund.
Exceptions to the Refund Policy
The following products and services are not eligible for refunds under normal circumstances:
- Custom or personalized services that have already been delivered
- Digital products that have been downloaded or accessed
- Premium membership plans after the 14-day refund period has expired
- Services that have been partially or fully rendered
- Products or services clearly marked as "non-refundable" at the time of purchase
However, we review each case individually and may make exceptions under extraordinary circumstances or when required by applicable law.
Exchanges
In some cases, we may offer an exchange or credit instead of a refund. This option is available at our discretion and may be offered when:
- A direct refund is not possible due to technical or administrative constraints
- You prefer to apply the amount to a different product or service
- The refund period has expired, but we wish to provide you with an alternative solution
Credits issued by Pocker Elite are valid for one year from the date of issue and can be applied to any product or service we offer.
Changes to the Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to the website. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.
We recommend reviewing this policy periodically to stay informed about our refund practices.
Contact Us
If you have any questions about our Refund Policy, please contact us:
- By email: info@pockerelite.com
- By phone: +444252303476
- By mail: 187 Yvonne Garden North Tom TW12 2RA, United Kingdom
