1. GENERAL PRINCIPLE
Fees paid on the Website reserve professional time and resources across the Group. Because this time is reserved specifically for you upon payment, our approach favours rescheduling and exchange of service over cash refunds, save as expressly stated in this Policy.
2. EXCHANGE OF SERVICE
Where a Client is unable or unwilling to proceed with a paid Service, the Client may request to exchange the paid amount for another available Service of equal value within the Winelval Group (across any of the four Group Companies), subject to availability and any applicable price difference.
A request for exchange of service must be made in writing to [support email] prior to the scheduled date of the original Service, or within the applicable rescheduling window described in Clause 3 below.
3. RESCHEDULING OF UNUSED CONSULTATIONS
Where a Client has paid for a consultation or Service but is unable to attend or utilise it as scheduled, the Client may request to reschedule the consultation to a new date and time.
A Client is entitled to reschedule a paid, unused consultation up to a maximum of three (3) times. Each rescheduling request must be made at least [24 hours] before the scheduled appointment, subject to the availability of the relevant Group Company's professional team.
Rescheduling requests may be made by emailing [support email] or through the Client's account dashboard on the Website, quoting the relevant booking reference.
4. EXPIRY OF RESCHEDULING ALLOWANCE — NON-REFUNDABLE STATUS
Where a Client has rescheduled a paid consultation or Service three (3) times and the consultation or Service remains unused following the third rescheduled date, the funds paid shall be treated as fully utilised and forfeited, and shall not be refunded.
Funds forfeited under this provision shall not be transferred, converted, or applied towards any other Service, whether within the same Group Company or across other Group Companies, and shall not be carried forward for future use.
Clients are strongly encouraged to utilise their booked consultation or Service within the permitted rescheduling allowance to avoid forfeiture of paid funds.
5. EXCEPTIONS — SERVICE PROVIDER-INITIATED CANCELLATION
Where a scheduled consultation or Service is cancelled or rescheduled by Winelval Group rather than by the Client, including due to unavailability of the assigned professional, internal scheduling conflicts, or circumstances within our control, the Client shall be offered, at no cost and without counting against the three-reschedule allowance, either a new appointment date or a full refund of the amount paid for that specific Service.
Where a scheduled consultation or Service cannot proceed due to a Force Majeure event affecting Winelval Group's ability to deliver the Service, we shall offer the Client a rescheduled appointment at the earliest reasonable opportunity; a cash refund shall be considered on a case-by-case basis where rescheduling is not practicable.
6. NON-REFUNDABLE ITEMS
Save as expressly provided in Clause 5, the following are non-refundable once a Service has commenced or been delivered: fees for consultations or Services already rendered in full or in part; statutory or third-party fees and disbursements paid on the Client's behalf once incurred; and fees forfeited under the rescheduling allowance.
7. REFUND PROCESSING
Where a refund is approved under this Policy, it shall be processed to the original payment method used, within fourteen (14) business days of approval, subject to the processing timelines of our third-party payment processor and the Client's bank.
Winelval Group shall not be liable for delays in refund receipt caused by the Client's bank or payment provider once the refund has been initiated on our end.
8. PAYMENT DISPUTES AND CHARGEBACKS
Clients are encouraged to contact us directly at [support email] to resolve any billing concern before initiating a chargeback with their card issuer. Winelval Group reserves the right to contest any chargeback that we reasonably believe to be unfounded, and to suspend a Client's account pending resolution of a disputed chargeback.
9. HOW TO REQUEST A REFUND, EXCHANGE, OR RESCHEDULE
All requests under this Policy must be submitted in writing to [support email], quoting your booking reference, the Service booked, and the nature of your request. We aim to respond to all requests within [3] business days.
10. CONTACT US
For questions regarding this Policy, please contact us at support@winelvalgroup or +234 8147093769.