Last updated: August 19, 2026
This Refund Policy explains when customers may cancel a transaction, request a refund, or receive another remedy for products, digital content, services, and reservations purchased through Univerax.
This policy forms part of the Terms of Use and applies together with the relevant listing, checkout information, Author Terms, License Terms, and mandatory consumer-protection laws.
Nothing in this policy limits rights that cannot legally be excluded.
Univerax is operated by Zenlyai OÜ.
Products and services may be offered by independent Authors, Creators, providers, or sellers. The applicable listing or checkout page should identify the seller and the terms applying to the transaction.
Univerax may facilitate payments, refunds, communication, and dispute resolution. The seller remains responsible for fulfilling the transaction and complying with applicable consumer law unless the checkout expressly identifies Univerax as the seller.
A customer may be eligible for a full or partial refund where:
the seller fails to deliver the product, service, or digital content;
the delivered item is materially different from its description;
a service is cancelled by the seller;
a confirmed reservation cannot be honoured;
digital content is defective or inaccessible for reasons not caused by the customer;
a physical product is damaged, defective, counterfeit, or materially non-conforming;
duplicate or incorrect payment is collected;
an unauthorised transaction is confirmed;
the seller agrees to the refund;
the listing provides a refund right; or
applicable law requires a refund or other remedy.
The customer may be asked to provide order information, communications, photographs, files, technical records, or other reasonable evidence.
Where applicable, a consumer may have a legal right to withdraw from a distance contract within 14 days without giving a reason.
The withdrawal period and available exceptions depend on the transaction type, the customer’s location, the seller’s location, and applicable law.
A withdrawal request must be submitted before the applicable period expires. This policy does not replace any legally required withdrawal instructions or model withdrawal form.
Digital content may include software, templates, documents, media, datasets, licences, downloads, and other electronically supplied assets.
Where permitted by law, the customer may lose the statutory withdrawal right after digital delivery begins if the customer:
expressly consents to immediate performance or delivery;
acknowledges that the withdrawal right will be lost; and
receives the legally required confirmation.
A refund may still be available where digital content:
was not supplied;
is defective;
does not match the listing;
cannot be accessed because of a seller or platform problem;
contains undisclosed malicious content;
lacks rights or features expressly promised; or
otherwise fails to conform to mandatory legal requirements.
A customer requesting a refund must stop using, copying, distributing, or licensing the refunded digital content and delete accessible copies where reasonably required.
A customer may request cancellation before a service begins, subject to the listing terms and applicable law.
Where service performance begins during a statutory withdrawal period at the customer’s express request, the customer may be responsible for the proportion of the service already supplied where legally permitted.
The withdrawal right may end after a service has been fully performed if the legally required consent and acknowledgement were obtained.
A refund or corrective performance may be available where:
the provider does not attend or begin the service;
the service is materially incomplete;
the provider lacks a qualification expressly promised;
the result materially differs from the agreed scope;
the provider cancels without an acceptable alternative; or
mandatory law requires a remedy.
Dissatisfaction caused solely by a subjective preference does not automatically create a refund right where the service was supplied as accurately described.
Cancellation and rescheduling rules should be displayed before booking confirmation.
A booking may be eligible for:
a full refund where the provider cancels;
a full or partial refund where the customer cancels within the permitted cancellation window;
rescheduling where both parties agree;
a partial refund after deducting a disclosed cancellation charge; or
no refund for a late cancellation or no-show where this was clearly disclosed and legally permitted.
A provider must not impose an undisclosed or disproportionate cancellation charge.
Where exceptional circumstances prevent performance, Univerax may facilitate rescheduling, credit, partial refund, or full refund depending on the facts and applicable law.
For eligible physical products, customers may be required to return the product in accordance with the seller’s return instructions.
Unless the product is defective or the seller is responsible for the return, the customer may be responsible for direct return costs where this was properly disclosed.
Refunds may be reduced where a customer handles a product beyond what is reasonably necessary to inspect its nature, characteristics, and operation, where applicable law permits.
Exceptions may apply to:
personalised or custom-made products;
perishable goods;
sealed health or hygiene goods after unsealing;
sealed software or media after unsealing;
goods inseparably mixed with other items; and
other legally recognised exceptions.
Defective or non-conforming products remain subject to mandatory legal remedies.
Custom-made products, commissioned content, and personalised services may not qualify for change-of-mind cancellation where an applicable legal exception applies.
However, a customer may still be entitled to a remedy where the work:
is not delivered;
materially fails to follow the agreed specification;
infringes third-party rights;
is defective; or
is otherwise non-conforming.
The customer must provide sufficiently clear requirements and respond reasonably to requests for necessary information or approval.
No monetary refund is available for an item obtained without payment.
Promotional credits, bonuses, coupons, or platform balances are normally non-refundable and may be subject to expiry or programme-specific rules, except where applicable law requires otherwise.
Where a paid transaction used both money and promotional credit, any approved refund may be returned proportionally to the original payment methods.
A refund request should be submitted through the available order, booking, support, or dispute interface.
If no dedicated interface is available, contact support@univerax.com and provide:
account email;
order or booking number;
product or service name;
reason for the request;
requested resolution; and
relevant supporting evidence.
Customers should submit requests promptly after discovering a problem.
The seller may be given a reasonable opportunity to respond, provide evidence, complete delivery, correct the problem, replace the item, or offer rescheduling.
Univerax may review:
the listing and checkout terms;
transaction and delivery records;
communications;
booking history;
files or access logs;
payment status;
evidence supplied by both parties;
platform policies; and
applicable legal requirements.
Univerax may facilitate a resolution but does not replace courts, regulators, payment providers, or other competent authorities.
Approved refunds are normally returned to the original payment method unless another method is required by law or agreed with the customer.
Processing time may depend on the payment provider, bank, currency, and payment method. Univerax cannot control delays occurring after an approved refund has been submitted to an external financial institution.
Platform credits will be issued only where accepted by the customer or otherwise legally permitted.
A partial refund may be appropriate where:
part of an order was delivered correctly;
part of a service was performed;
only some items are defective;
the customer retains a reduced-value product;
a disclosed and lawful cancellation charge applies; or
both parties agree to a proportional resolution.
Any deduction must be reasonable, transparent, and consistent with mandatory law.
Where a refund is approved, related platform fees, commissions, taxes, payment charges, or seller earnings may be reversed or adjusted according to the applicable commercial terms.
Univerax may deduct an approved refund, chargeback, or negative balance from amounts otherwise payable to the seller where legally and contractually permitted.
Customers will not be charged undisclosed platform penalties for exercising mandatory rights.
Customers should contact Univerax before initiating a chargeback where practical so that the issue can be investigated promptly.
A chargeback does not automatically determine the underlying contractual dispute.
Fraudulent, duplicate, or abusive refund and chargeback claims may result in account restrictions and recovery action. Nothing prevents a customer from exercising legitimate rights through a payment provider or competent authority.
Univerax may reject, suspend, or investigate a refund request where there is reasonable evidence of:
false claims;
manipulated evidence;
repeated use and refund of digital assets;
unauthorised redistribution;
collusion;
account manipulation;
abusive chargebacks; or
another material policy violation.
Any action will remain subject to mandatory legal rights.
Closing or deleting an account does not cancel existing orders, bookings, payment obligations, refund claims, disputes, or legal rights.
Univerax may retain limited transaction and dispute records where required for legal compliance, fraud prevention, accounting, or the establishment and defence of legal claims.
This Refund Policy may be updated to reflect changes in law, payment methods, platform features, or business operations.
The version applicable to a transaction will normally be the version presented or made available when the transaction was completed, except where mandatory law requires otherwise.
Refund and cancellation enquiries may be sent to:
Zenlyai OÜ
Harju maakond, Tallinn, Kesklinna linnaosa, Veskiposti tn 2-1002, 10138
https://ariregister.rik.ee/eng/company/17160305
Support: support@univerax.com
Legal: info@univerax.com
Phone: +90 850 532 23 02