1. Digital Products and Delivery Policy
SOVEL primarily sells digital products, including structured engineering methodologies, production engines, software utilities, and technical documentation archives. Because digital deliverables are provided electronically and may occur immediately after successful payment, there is normally no physical return. Customers are encouraged to review product specifications, requirements, and limitations carefully before purchase.
2. Eligibility for Refunds
SOVEL provides a 14-calendar-day eligibility window for qualifying unaccessed purchases under this policy. A refund may be requested under the following circumstances:
- Qualifying Unaccessed Purchase: The digital delivery package has not been downloaded or accessed from the secure account downloads area within 14 calendar days from the transaction timestamp.
- Broken, Corrupt or Incomplete Delivery: If you experience an incomplete or damaged download, please contact support promptly. Incomplete or corrupted archives will first be resolved through re-delivery or archive replacement.
- Genuine Reproducible Product Defect: If the downloaded software engine or checklist bundle exhibits a reproducible, critical technical defect that contradicts its published specifications and our support team cannot remediate or provide a workable resolution within 14 calendar days of reported notice, an exchange or refund will be evaluated.
- Duplicate or Erroneous Transactions: Duplicate charges or technical billing errors where payment was captured but product access failed will be investigated and corrected without delay.
3. Non-Refundable Circumstances
Subjective dissatisfaction or change of mind after successful digital access or download is generally not a refund basis unless this published policy or applicable law provides otherwise. Refunds are not guaranteed merely because a customer changes their mind after receiving irrevocable digital source materials. Nothing in this policy excludes or limits applicable statutory consumer rights that cannot be lawfully waived.
4. Processing Timelines
To ensure transparent resolution, refund processing involves two distinct stages:
- SOVEL Review: Refund requests submitted to support@sovel.pro are normally reviewed within 1–2 business days. Approved refunds are initiated through the applicable payment provider without undue delay.
- Provider Settlement: Once approved, the refund is initiated through the applicable payment provider. Final crediting time depends on the payment provider, payment method, banking network, and/or card issuer. SOVEL does not guarantee a specific external settlement timeframe.
5. Payment Inquiries and Dispute Resolution
Where possible, customers are encouraged to contact SOVEL first so that delivery, technical, or billing issues can be investigated promptly. This does not limit any rights available through the customer’s bank, card network, payment provider, or applicable law. SOVEL reserves the right to provide factual transaction records, download audit logs, and delivery evidence to payment providers when legitimately required during dispute investigations.
6. How to Request Assistance
To request a refund or report a delivery failure, contact our support team with your Order ID, billing email, and full details:
Support Email: support@sovel.pro
Secondary Monitored Channel: sovel.tech@gmail.com