Refund Policy — LiviTalk
Our Commitment
At LiviTalk, transparency regarding our refund policies is essential. This page summarizes and illustrates the provisions of our Terms of Service and Services, specifically sections B.7 (right of withdrawal), B.11 (delivery and quality of services), B.15 (services billed by the hour), B.16 (custom services), and B.17 (Refunds).
Most of our services are performed immediately: a live consultation, content made available, or a live-streamed session. Once a service has been performed, payment is due. That is why, before the start of each service to be performed immediately, you are asked to expressly confirm that you are requesting immediate performance and that you waive your right of withdrawal for that service.
Apart from this case, there are several situations that entitle you to a refund. LiviTalk reviews each request with care.
Who issues the refund, and in what form?
LIVIgroup LLC collects payment for all services and issues the corresponding invoice. Therefore, all refund requests should be directed to LiviTalk. There are two forms of refund:
- As credits—the amount is toped up in your LiviTalk wallet and can be used immediately with any LiviMaster. This is the method used when the LiviMaster issues a refund on their own initiative as a goodwill gesture.
- To your payment method — the amount is refunded to the card, account, or wallet used at the time of purchase. This is the method applied when you exercise a right: cancellation, failure to deliver, or refund of unused credits. A refund in credits can never be imposed on you in these cases, unless you expressly agree to it.
A refund, regardless of its form, cancels the corresponding transaction. Any taxes collected will be adjusted by LiviTalk.
In what cases is a refund possible?
1. Unused credits in your wallet
You have fourteen (14) calendar days from the confirmation of your payment to request, without cause or penalty, a refund of any unused credits resulting from that payment. The refund will be issued to your original payment method within fourteen (14) days of receiving your request.
After this period, you may still request a refund for your available and unused credits from our Support Team, up to twelve (12) months following the last transaction recorded on your account. This type of request, granted as a courtesy, is limited to one request per month per User.
2. Unfulfilled Service
You have fourteen (14) days to cancel an order that has not yet been fulfilled, without having to provide a reason for your decision. This period begins upon submission of your payment. Requests can be made via the “Support – Contact us” page or by email at support@livitalk.com. No specific format is required.
For a MasterClass or Webinar scheduled for a future date, you may cancel your participation and receive a full refund up until the start of the session.
3. Service Not Delivered or Inaccessible
LiviTalk is responsible for ensuring that services are effectively made available: accessibility of content, technical integrity of the file, and proper functioning of the access and communication tools it provides. If content is inaccessible, corrupted, or unreadable, or if a link is broken, please report it to our Support Team: we will restore access, replace the file, or issue a full refund.
For a custom-ordered service, submit your request to the LiviMaster, who will provide you with a price quote. Once payment is made, the LiviMaster has seventy-two (72) hours to deliver the service, unless a different deadline was agreed upon and specified prior to payment. If LiviMaster ultimately decides not to perform the service, the amounts paid will be credited back to you in full. If delivery is not made within the agreed-upon timeframe, please contact our Support Team.
4. Disputes Regarding Consultation Duration
Consultations are billed based on the actual time spent, calculated to the second, with no rounding or minimum duration. The count begins when the call is actually connected—waiting time is not billed—and ends when the call is disconnected, including in the event of a technical interruption.
The duration and the amount charged are displayed immediately upon the end of the Consultation and remain available for review in your history. If you dispute the recorded duration, please contact our Support Service within seven (7) days. After this period, the duration is deemed accepted. This deadline does not deprive you of any rights you are entitled to under the laws of your country of residence.
5. Closure of a LiviMaster’s Account
If a LiviMaster from whom you have subscribed or purchased non-expiring content has their account closed, we will maintain your access to the purchased content for as long as technically possible. Otherwise, you are entitled to a pro-rated refund for the remaining period of any unused fixed-term services, upon simple request sent to our support team within thirty (30) days.
When is a service deemed to have been performed?
As of the time indicated below, the service is deemed to have been performed and is no longer automatically eligible for a refund:
- Consultations by phone, Video Conferences, Chat, or SMS: at the end of the call or exchange.
- Written consultations: upon sending the LiviMaster’s response.
- Plans: upon full use of the minutes or messages included in the plan, or upon expiration of its validity period.
- Video Courses and Multimedia Content: upon the content being made available in your account.
- MasterClasses and Webinars, which are broadcast exclusively live: at the end of the session.
- Custom photos, videos, and documents: upon delivery of the file to your account.
- Subscriptions to Premium Content: on a pro-rata basis, at the end of each paid period.
Tips
Tips that you voluntarily give to a LiviMaster do not constitute payment for a specific service. They are non-refundable, except in cases of obvious error on your part or proven fraud reported to our support team.
How to File a Claim?
Step 1 — Contact the LiviMaster. Send them a message via the Platform’s messaging system explaining your situation. Most disputes are resolved at this stage, and they may provide you with a direct refund in credits.
Step 2 — Contact our Support Team. Go to the “Support – Contact us” page and provide your LiviTalk ID, the transaction reference number, the name of the LiviMaster involved, the nature of your request and the reasons for it, as well as any relevant documentation.
Step 3 — Processing. We will acknowledge receipt within five (5) business days and provide you with a detailed response within a maximum of thirty (30) days.
Any complaint regarding a transaction or the performance of a service must be submitted to us within thirty (30) days following the service, with the exception of disputes regarding duration, which are subject to the seven (7)-day deadline indicated above. Once these deadlines have passed, the transaction is deemed accepted.
Timeframes for Receiving Funds
A credit refund is processed immediately. A refund to your payment method is initiated within fourteen (14) days of the acceptance of your request; the actual time it takes for the refund to be credited depends on your bank and may take between eight (8) and fifteen (15) business days.
Disputes with Your Bank
Before initiating a dispute with the issuer of your payment method, we ask that you first contact our Support Team to search for an amicable resolution. This step does not affect any rights you may have with your bank, but it allows us to resolve nearly all situations more quickly.
Additional Provision
This Refund Policy summarizes and illustrates the provisions of our Terms of Service and Services. In the event of any discrepancy in interpretation, the provisions of the Terms of Service shall prevail.
LiviTalk reserves the right to grant a refund on a commercial and exceptional basis, at its sole discretion, in cases not expressly provided for above, without this constituting a right for the User or a commitment for the future.
These provisions apply without prejudice to the mandatory provisions protecting consumers in their country of habitual residence.
Refund Policy — LiviTalk
Our Commitment
At LiviTalk, transparency regarding our refund policies is essential. This page summarizes and illustrates the provisions of our Terms of Service and Services, specifically sections B.7 (right of withdrawal), B.11 (delivery and quality of services), B.15 (services billed by the hour), B.16 (custom services), and B.17 (Refunds).
Most of our services are performed immediately: a live consultation, content made available, or a live-streamed session. Once a service has been performed, payment is due. That is why, before the start of each service to be performed immediately, you are asked to expressly confirm that you are requesting immediate performance and that you waive your right of withdrawal for that service.
Apart from this case, there are several situations that entitle you to a refund. LiviTalk reviews each request with care.
Who issues the refund, and in what form?
LIVIgroup LLC collects payment for all services and issues the corresponding invoice. Therefore, all refund requests should be directed to LiviTalk. There are two forms of refund:
A refund, regardless of its form, cancels the corresponding transaction. Any taxes collected will be adjusted by LiviTalk.
In what cases is a refund possible?
1. Unused credits in your wallet
You have fourteen (14) calendar days from the confirmation of your payment to request, without cause or penalty, a refund of any unused credits resulting from that payment. The refund will be issued to your original payment method within fourteen (14) days of receiving your request.
After this period, you may still request a refund for your available and unused credits from our Support Team, up to twelve (12) months following the last transaction recorded on your account. This type of request, granted as a courtesy, is limited to one request per month per User.
2. Unfulfilled Service
You have fourteen (14) days to cancel an order that has not yet been fulfilled, without having to provide a reason for your decision. This period begins upon submission of your payment. Requests can be made via the “Support – Contact us” page or by email at support@livitalk.com. No specific format is required.
For a MasterClass or Webinar scheduled for a future date, you may cancel your participation and receive a full refund up until the start of the session.
3. Service Not Delivered or Inaccessible
LiviTalk is responsible for ensuring that services are effectively made available: accessibility of content, technical integrity of the file, and proper functioning of the access and communication tools it provides. If content is inaccessible, corrupted, or unreadable, or if a link is broken, please report it to our Support Team: we will restore access, replace the file, or issue a full refund.
For a custom-ordered service, submit your request to the LiviMaster, who will provide you with a price quote. Once payment is made, the LiviMaster has seventy-two (72) hours to deliver the service, unless a different deadline was agreed upon and specified prior to payment. If LiviMaster ultimately decides not to perform the service, the amounts paid will be credited back to you in full. If delivery is not made within the agreed-upon timeframe, please contact our Support Team.
4. Disputes Regarding Consultation Duration
Consultations are billed based on the actual time spent, calculated to the second, with no rounding or minimum duration. The count begins when the call is actually connected—waiting time is not billed—and ends when the call is disconnected, including in the event of a technical interruption.
The duration and the amount charged are displayed immediately upon the end of the Consultation and remain available for review in your history. If you dispute the recorded duration, please contact our Support Service within seven (7) days. After this period, the duration is deemed accepted. This deadline does not deprive you of any rights you are entitled to under the laws of your country of residence.
5. Closure of a LiviMaster’s Account
If a LiviMaster from whom you have subscribed or purchased non-expiring content has their account closed, we will maintain your access to the purchased content for as long as technically possible. Otherwise, you are entitled to a pro-rated refund for the remaining period of any unused fixed-term services, upon simple request sent to our support team within thirty (30) days.
When is a service deemed to have been performed?
As of the time indicated below, the service is deemed to have been performed and is no longer automatically eligible for a refund:
Tips
Tips that you voluntarily give to a LiviMaster do not constitute payment for a specific service. They are non-refundable, except in cases of obvious error on your part or proven fraud reported to our support team.
How to File a Claim?
Step 1 — Contact the LiviMaster. Send them a message via the Platform’s messaging system explaining your situation. Most disputes are resolved at this stage, and they may provide you with a direct refund in credits.
Step 2 — Contact our Support Team. Go to the “Support – Contact us” page and provide your LiviTalk ID, the transaction reference number, the name of the LiviMaster involved, the nature of your request and the reasons for it, as well as any relevant documentation.
Step 3 — Processing. We will acknowledge receipt within five (5) business days and provide you with a detailed response within a maximum of thirty (30) days.
Any complaint regarding a transaction or the performance of a service must be submitted to us within thirty (30) days following the service, with the exception of disputes regarding duration, which are subject to the seven (7)-day deadline indicated above. Once these deadlines have passed, the transaction is deemed accepted.
Timeframes for Receiving Funds
A credit refund is processed immediately. A refund to your payment method is initiated within fourteen (14) days of the acceptance of your request; the actual time it takes for the refund to be credited depends on your bank and may take between eight (8) and fifteen (15) business days.
Disputes with Your Bank
Before initiating a dispute with the issuer of your payment method, we ask that you first contact our Support Team to search for an amicable resolution. This step does not affect any rights you may have with your bank, but it allows us to resolve nearly all situations more quickly.
Additional Provision
This Refund Policy summarizes and illustrates the provisions of our Terms of Service and Services. In the event of any discrepancy in interpretation, the provisions of the Terms of Service shall prevail.
LiviTalk reserves the right to grant a refund on a commercial and exceptional basis, at its sole discretion, in cases not expressly provided for above, without this constituting a right for the User or a commitment for the future.
These provisions apply without prejudice to the mandatory provisions protecting consumers in their country of habitual residence.