Refund Policy - ACU Finance Platform

1. Introduction

At ACU Finance Platform ("we," "us," or "our"), we are committed to ensuring your satisfaction with our financial services. This Refund Policy outlines the conditions under which we process refunds for our various services. By using our services, you agree to the terms of this Refund Policy.

We understand that financial circumstances can change, and we aim to be fair and transparent in our refund procedures while maintaining the integrity of our service offerings.

2. General Refund Guidelines

We offer refunds under specific circumstances as detailed in this policy. Please note that different services may have different refund terms due to the nature of financial services and regulatory requirements.

All refund requests are evaluated on a case-by-case basis, taking into account factors such as:

The nature and duration of the service provided
The time elapsed since the service was purchased
The reason for the refund request
Applicable laws and regulations

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on our website, and your continued use of our services constitutes acceptance of the updated policy.

3. Advisory Services Refunds

3.1 One-Time Consultation Services

For one-time financial consultation services:

Full refunds are available if cancelled at least 48 hours before the scheduled consultation.
50% refund if cancelled between 24-48 hours before the scheduled consultation.
No refund for cancellations less than 24 hours before the scheduled consultation.
If you are unable to attend due to an emergency, you may reschedule once without penalty, subject to availability.

3.2 Ongoing Advisory Services

For ongoing financial advisory services:

We offer a 14-day satisfaction guarantee from the date of initial payment. If you are not satisfied with our service during this period, you may request a refund, less any service fees already incurred.
After the initial 14-day period, refunds are prorated based on the unused portion of the service period, less applicable administrative fees.
No refund will be issued if termination is due to violation of our Terms & Conditions.

3.3 Custom Financial Plans

For custom financial planning services:

If you cancel before we begin work on your financial plan, we will provide a full refund less a 10% administrative fee.
Once work has begun on your financial plan, refunds will be prorated based on the percentage of work completed.
No refund is available once the complete financial plan has been delivered.
Revisions to completed plans are available according to the terms outlined in your service agreement and are not subject to refund.

4. Subscription-Based Services

4.1 Monthly Subscriptions

For monthly subscription services:

You may cancel your subscription at any time through your account dashboard or by contacting our customer service.
No refund is provided for the current billing period when cancelling a monthly subscription.
Your subscription will remain active until the end of the current billing period.
Cancellation will prevent future billing cycles from occurring.

4.2 Annual Subscriptions

For annual subscription services:

Cancellations within the first 30 days of an annual subscription are eligible for a full refund.
Cancellations after 30 days but before the end of the subscription term may be eligible for a prorated refund based on the unused portion of the subscription, less any applicable discounts received for the annual commitment.
Refunds for annual subscriptions may be subject to an administrative fee of up to 10% of the remaining value.

4.3 Premium Content Access

For premium content access subscriptions:

Access to premium content, once granted, is generally non-refundable.
If you experience technical issues that prevent access to the content, please contact our customer service for assistance before requesting a refund.
In cases where content is significantly different from its description, we may offer a refund at our discretion.

5. Digital Products

5.1 Financial Reports and Guides

For downloadable financial reports, guides, and other digital products:

Due to the nature of digital products, all sales are generally final once the product has been downloaded.
If you have not downloaded the product, you may request a refund within 7 days of purchase.
If a digital product is found to have significant errors or is materially different from its description, we may offer a refund or replacement at our discretion.

5.2 Online Courses and Webinars

For financial education courses and webinars:

Pre-recorded courses may be refunded within 7 days of purchase if less than 20% of the course content has been accessed.
For live webinars, refunds are available if cancelled at least 48 hours before the scheduled event.
No refund is available for missed live webinars, but access to recordings may be provided according to the terms of the specific event.

6. Portfolio Management Services

6.1 Investment Management Fees

For investment management services:

Management fees are typically charged in arrears based on assets under management.
If you terminate our investment management services, any prepaid fees will be prorated and refunded based on the number of days remaining in the billing period.
Performance-based fees, if applicable, are not refundable once earned according to the terms of your investment agreement.

6.2 Account Setup Fees

For account setup and onboarding:

Account setup fees are generally non-refundable once the onboarding process has begun.
If you cancel before the onboarding process begins, we will refund any setup fees less a 15% administrative fee.

6.3 Transaction Fees

For transaction-related fees:

Fees associated with executed transactions are non-refundable.
For pending transactions that can be cancelled before execution, any associated fees will be refunded.

7. Event Registration

For financial seminars, workshops, and networking events:

Full refunds are available for event registrations cancelled at least 14 days before the event date.
50% refund for cancellations between 7-14 days before the event.
No refund for cancellations less than 7 days before the event.
In lieu of a refund, you may transfer your registration to another person or to a future event of equal value (subject to availability).
If we cancel or reschedule an event, you will be offered a full refund or the option to transfer your registration to the rescheduled date or another event.

8. Special Circumstances

8.1 Technical Issues

If you experience technical difficulties that prevent you from accessing or using our services:

Contact our customer support team immediately for assistance.
Document the issue with screenshots or error messages if possible.
If we cannot resolve the technical issue within a reasonable timeframe, we may offer a full or partial refund at our discretion.

8.2 Exceptional Circumstances

We understand that exceptional circumstances may arise. In cases of serious illness, death in the family, natural disasters, or other extraordinary events:

Contact us as soon as possible to explain your situation.
We may request documentation to support your claim.
We will work with you to find a reasonable solution, which may include a refund, credit, or rescheduling of services.

8.3 Service Errors

If we make a significant error in providing our services:

Notify us promptly with details of the error.
We will investigate the issue and may offer a full or partial refund, credit, or complimentary service to rectify the situation.
The remedy will be proportionate to the nature and impact of the error.

9. Refund Process

9.1 How to Request a Refund

To request a refund:

Contact our customer service team at [email protected] or call +448255674204.
Provide your full name, account number or email address, date of purchase, service purchased, and reason for the refund request.
Include any relevant documentation or information to support your request.

9.2 Refund Processing Time

Once a refund is approved:

Credit card refunds typically process within 5-10 business days, depending on your credit card provider.
Bank transfer refunds may take 7-14 business days to appear in your account.
Other payment methods will be refunded according to their standard processing times.

9.3 Refund Method

Refunds will be issued using the same payment method used for the original purchase, unless technically impossible or legally prohibited, in which case we will work with you to arrange an alternative refund method.

10. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

Executed trading or investment transactions
Custom research reports once delivered
Services that have been fully rendered
Account transfer fees and regulatory fees
Services terminated due to violations of our Terms & Conditions
Services where the non-refundable nature was clearly disclosed before purchase

11. Dispute Resolution

If you are not satisfied with our decision regarding your refund request:

Contact our customer service management team to escalate your concern.
Provide any additional information or documentation to support your case.
If we cannot resolve the dispute internally, either party may pursue resolution through the methods outlined in our Terms & Conditions.

12. Contact Information

For questions about our Refund Policy or to request a refund, please contact us at:

ACU Finance Platform
7 Ray Walks Ashleyside
BT60 3QU
Phone: +448255674204
Email: [email protected]

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding holidays.