Refund Policy

1Introduction

Benmort Connect is committed to delivering services that meet or exceed your expectations. We understand that there are situations where a refund is the right outcome, and we want you to know that we will always handle those situations with fairness, transparency, and care.

This Refund Policy sets out the circumstances in which refunds are available across the Benmort Connect ecosystem, the process for requesting them, and the timelines within which they will be processed.

This Policy forms part of the Benmort Connect legal framework and should be read alongside the General Terms of Use, service-specific Terms and Conditions, and the Benmort Pay Payment Facilitation Terms.

2Scope of This Policy

This Policy applies to all fee-bearing services provided across the Benmort Connect ecosystem, including:

• Benmort Marketplace services
• Benmort Compliance Hub (BCH)
• Benmort Pay payment facilitation fees
• Subscription and retainer services
• Benmort Business Solutions (BBS)
• Referral and ambassador programme incentives
• Benmort Global Services (BGS)
• Any other paid service provided by Benmort

3Key Definitions

This table (Term · Meaning) is being finalised and will appear here shortly.

4General Refund Principles

Benmort’s approach to refunds is guided by the following principles, which apply across all service areas:

• Fairness. Every refund request is reviewed individually and on its merits. We do not apply a one-size-fits-all approach.
• Transparency. We will always tell you why a refund has been approved, partially approved, or declined.
• Proportionality. Where a service has been partially delivered, refunds may be calculated to reflect the value of the work completed.
• Timeliness. We aim to review and process refund requests as quickly as reasonably possible within the timelines set out in this Policy.
• Non-recovery. Where costs have already been committed or incurred on your behalf, including third-party costs, those amounts may not be refundable.
• Respect for your rights. Nothing in this Policy is intended to override any statutory rights you may hold under applicable consumer protection legislation in your jurisdiction.

5Non-Refundable Items

Across all service areas, the following categories of costs are generally non-refundable unless otherwise required by applicable law or expressly agreed in writing:

• Government and regulatory fees
• Professional licensing fees
• Statutory registration and filing fees
• Courier and document delivery fees
• Embassy and consulate fees
• Travel costs incurred by the client
• Visa application fees
• Accommodation already paid to third parties
• Immigration authority fees
• Airline tickets and related fees
• Examination and assessment fees paid to third parties
• Insurance premiums
• Credential evaluation fees
• Currency conversion losses

6Refund Eligibility Overview

The following table provides a quick-reference overview of refund eligibility across common scenarios. Detailed provisions for each service area are set out in Part II.

This overview is a guide only. Each request is reviewed individually. Eligibility depends on the specific circumstances, the service purchased, and the terms of the applicable agreement.

7Benmort Marketplace Refunds

The Benmort Marketplace connects clients with independent service providers. Marketplace refunds are governed by the terms of the engagement between the client and the service provider, subject to Benmort’s facilitation role and this Policy.

Refunds may be considered in the following Marketplace situations:

• A service provider fails to commence or deliver the agreed service without reasonable justification.
• The deliverables received materially and clearly differ from the agreed project scope.
• A project is cancelled in accordance with the applicable Marketplace Terms and a refund is warranted in the circumstances.
• A duplicate or erroneous payment has been made through Benmort Pay.
• A formal dispute is resolved in favour of the client through Benmort’s dispute resolution process.

Refunds will not ordinarily be granted in the following Marketplace situations:

• The client changes their mind after a project has been awarded and work has commenced.
• The deliverables meet the agreed specifications but the client’s personal preferences or expectations have changed.
• Delays arise because the client failed to provide required materials, feedback, approvals, or information on time.
• The service has been fully delivered and accepted, or the acceptance period has expired without a valid dispute.
• A dispute is not submitted within the applicable timeframe.

8Benmort Pay Refunds

Benmort Pay facilitates payments within the ecosystem. Where a payment error, duplication, or authorised dispute arises, a refund through Benmort Pay may be available.

Benmort Pay refunds may be available where:

• A payment has been processed in error or duplicated.
• A transaction has been reversed following confirmation of fraud or unauthorised activity.
• A formal Marketplace or service dispute has been resolved in the client’s favour.
• A cancellation qualifies for a refund under the applicable service terms.

Please note that Benmort Pay refund processing times are subject to the policies of the relevant financial institutions, payment networks, and mobile money providers involved in the transaction. Benmort does not control the speed at which funds are credited to your account by your bank or provider.

9Benmort Business Solutions Refunds

BBS services are advisory, strategic, and implementation-focused engagements where professional time and expertise are committed from the outset.

Refunds for BBS services:

• Where a service has been fully delivered, or where work has commenced, BBS fees are generally non-refundable except where required by applicable law or where an error by Benmort has caused a material failure of service.
• Where a discovery or kick-off session has been held, associated costs are non-refundable even if the client elects not to proceed further.
• Where a project is cancelled before any work has commenced and before any third-party costs have been incurred, a refund of the fee or deposit may be considered at Benmort’s discretion.

The following BBS-specific outcomes do not qualify for a refund:

• Investment or funding applications that are declined.
• Business outcomes that do not meet the client’s commercial expectations.
• Recommendations not adopted by the client.
• Business models or strategies that do not perform as hoped in the market.

10Benmort Global Services Refunds

BGS provides advisory, documentation support, preparation, and coordination services for international education and workforce mobility. These services involve significant professional time commitment and often incur third-party costs.

Refunds for BGS services will not ordinarily be available in the following circumstances:

• An educational institution declines a student’s application for admission.
• A scholarship application is unsuccessful.
• A visa or immigration application is refused by the relevant authority.
• An employer declines to make or confirm an employment offer.
• An examination is failed.
• A professional licensing or registration application is refused.
• A candidate voluntarily withdraws after advisory or preparation services have commenced.
• Delays arise because a client fails to provide required documentation or information on time.

A refund may be considered where:

• A service is cancelled before any advisory, counselling, or preparation work has commenced and before any third-party fees have been paid.
• Benmort commits a material error in the preparation or submission of documentation that is directly attributable to Benmort and results in a demonstrable loss.

11Benmort Compliance Hub Refunds

BCH engagements involve the commitment of specialist professional time and expertise from the outset of the engagement.

Refunds for BCH services:

• Where services have commenced, BCH fees are generally non-refundable except in cases of material service failure attributable to Benmort.
• Where a client decides not to proceed with a project after a discovery meeting or scoping session, the cost of that session is non-refundable.
• Where regulatory bodies decline an application, refuse a registration, or impose sanctions on a client’s organisation, this does not constitute a failure of BCH’s advisory services and does not entitle the client to a refund.

A refund may be considered where:

• A project is cancelled before any work has commenced and before any third-party costs have been incurred.
• Benmort commits a demonstrable material error in its work that results in a direct and measurable loss to the client.

12Subscriptions & Recurring Services

Subscription and retainer fees are charged at the start of each billing cycle and cover the services available during that period.

The following applies to subscription and retainer services:

• Fees for the current billing period are generally non-refundable once the period has commenced, regardless of usage.
• Where a subscription is cancelled mid-cycle, access continues until the end of the current billing period unless Benmort terminates the subscription for a policy violation.
• Where Benmort materially changes the scope of a subscription service without notice, a pro-rated refund for the remaining period may be considered at Benmort’s discretion.
• Free trial periods do not attract refunds. Once a paid subscription commences, the standard terms apply.

13Referral & Ambassador Programme Payments

Referral rewards, ambassador commissions, and incentive payments are subject to the applicable programme terms. Please refer to your Referral Programme Terms or Ambassador Agreement for the specific conditions.

Referral and incentive payments may be reversed or withheld where:

• The underlying transaction that generated the referral payment is subsequently cancelled, refunded, or reversed.
• The referral is found to have been submitted in breach of the programme terms, including self-referrals or referral fraud.
• The customer who was referred requests a refund of their payment within the applicable refund period.
• A fraudulent referral is identified after payment has been made.

14How to Request a Refund

If you believe you are entitled to a refund, please submit a request through Benmort’s official support channel as soon as possible. The sooner you contact us, the easier it is for us to investigate.

Your request should include:

• Your full name and registered account email address.
• The service purchased and the date of purchase.
• The amount paid and the payment method used.
• A clear description of the reason for the refund request.
• Any supporting evidence, correspondence, or documentation relevant to your request.

Refund requests should generally be submitted within thirty (30) days of the payment date or the event giving rise to the claim, unless a different timeframe is specified in the applicable service terms or required by applicable law. Late requests may be considered at Benmort’s discretion where there is a reasonable explanation for the delay.

15Refund Review Process

Every refund request is reviewed fairly and systematically. The following table describes the stages of our review process:

Target timelines are measured in business days and represent our aims. Complex or disputed requests may take additional time. We will keep you informed of progress where a review takes longer than expected.

16Refund Timelines

Where a refund is approved, Benmort will process the refund within the timeframes described below. Please note that processing times at your bank, payment provider, or mobile money operator are outside our control.

This table (Payment Method · Benmort Processing · Expected Receipt) is being finalised and will appear here shortly.

17Partial Refunds

Where a service has been partially delivered, Benmort may approve a partial refund reflecting the proportion of the service that has not been delivered. In calculating a partial refund, Benmort will consider the value of work completed, costs already committed, third-party costs incurred, the nature of the outstanding deliverables, and the reason for the cancellation.

Partial refund calculations are made at Benmort’s reasonable discretion and will be communicated to you with a clear explanation of how the amount was determined.

18Refund Method

Approved refunds will ordinarily be processed to the same payment method used for the original transaction. Where this is not possible — for example, where a payment method is no longer available or where a card has expired — we will contact you to arrange an alternative method.

Benmort will not process refunds to a different individual or account than the original payer without appropriate verification and authorisation.

19Currency & Exchange Rate

Refunds are ordinarily processed in the same currency as the original payment. Where currency conversion is involved, the refund amount will reflect the original payment amount and not any subsequent changes in exchange rates. Benmort is not responsible for exchange rate differences between the date of payment and the date of refund.

20Disputed Transactions

If you believe an unauthorised transaction has been made on your account, please contact us immediately. We will investigate the matter promptly and, where fraud or unauthorised activity is confirmed, take appropriate action to protect your account and, where applicable, to reverse the transaction.

We recommend that you also notify your bank, payment provider, or mobile money operator of any suspected unauthorised activity on their end.

21Fraud & Abuse

Benmort takes a zero-tolerance approach to refund fraud. Where a refund request is found to have been made fraudulently or in bad faith — including through false claims, manipulated evidence, or chargeback abuse — Benmort will:

• Decline the refund request.
• Recover any refund already paid through available legal means.
• Suspend or terminate the relevant account.
• Report the matter to relevant authorities or payment networks where appropriate.
• Pursue civil or criminal remedies where the circumstances warrant it.

22Impact on Service Access

Where a refund is approved and processed, your access to the service for which the refund was issued may be suspended, restricted, or terminated from the date the refund is processed, unless otherwise agreed in writing. Refunds do not entitle you to continued access to services for which payment has been returned.

23Your Statutory Rights

Nothing in this Refund Policy is intended to override, limit, or affect any statutory rights you may have under applicable consumer protection legislation in your jurisdiction. Where applicable law provides for refund rights that go beyond those set out in this Policy, those statutory rights shall prevail.

If you are unsure whether statutory rights apply to your situation, we encourage you to seek independent advice from a consumer rights organisation or legal adviser in your jurisdiction.

24Amendments

Benmort may update this Refund Policy from time to time to reflect changes in applicable law, service offerings, operational practices, or platform developments. We will communicate material changes through our official channels before they take effect. Your continued use of Benmort services after the effective date of any revision constitutes acceptance of the updated Policy.

25Governing Law

This Refund Policy is governed by the laws applicable to the relevant Benmort contracting entity, unless otherwise required by applicable mandatory consumer protection or statutory law in your jurisdiction. Nothing in this Policy limits any statutory rights that cannot lawfully be excluded or restricted.

26Contact Us

If you would like to submit a refund request or have questions about this Policy, please contact us through our official support channels. We are here to help and will always do our best to reach a fair outcome.

We aim to acknowledge all refund requests within 2 business days of receipt.