Refund Terms

1. General provisions

This document forms an integral part of the Public Offer and explains how the Customer can withdraw from a paid Package and get a refund.

These terms are based on the Law of Ukraine “On Consumer Rights Protection” and the Law of Ukraine “On Electronic Commerce”.

The terms “Package”, “Access”, “Member area” and “Account” are used here with the meaning given to them in the Public Offer.

2. The right to withdraw within 14 days

The Customer has the right to withdraw from a distance contract within 14 calendar days of paying for the Package, without giving reasons.

To exercise this right, it is enough to send a message to [email protected] before the 14-day period expires. The message may take any form, as long as it identifies the order and the intention to withdraw.

Merely having Access opened and signing in to the Member area does not remove this right: it is lost only once the Customer starts watching the materials — see section 3.

3. When the right to withdraw does not apply

The law treats digital content supplied otherwise than on a tangible medium separately. The right to withdraw is lost if supply of such content began with the Customer’s express prior consent and the Customer was informed that the right would be lost.

In practice this means: if the Customer has started watching any lesson of the paid Package in the Member area, or has downloaded the supporting materials — a summary or the prompts — the service is deemed fully rendered and the payment for that Package is not refunded.

By placing an order, the Customer requests that Access be opened immediately after payment and confirms that they have been informed of the loss of the right to withdraw once they start watching the materials.

A refund is also unavailable if:

• more than 14 calendar days have passed since the date of payment;
• the Customer has breached the rules for using Access: passed it to third parties, shared the Account with others, recorded, copied or distributed the materials;
• access was received free of charge — in particular the first lesson, a gift, a promo code or a zero-price campaign.

4. When we refund in any case

In the following cases neither the 14-day period nor the fact that watching has begun matters:

• Access was not opened within 3 business days of payment through the Provider’s fault;
• the Package materials differ materially from their description on the Website;
• the payment was made in error — twice for the same Package, or for more than the Package price;
• the Provider discontinued the Course on its own initiative, or ended Access before its term expired through no fault of the Customer.

5. How to request a refund

Send a request to [email protected] with the subject “Refund”. The message should state:

• the e-mail address the order was placed with — the same one that identifies the Account in the Member area;
• the name of the Package, the date of payment and the order number, if known;
• the amount paid;
• the reason for the request — optional, except for the cases in section 4.

The Provider reviews the request within 5 business days and communicates the decision to the same e-mail address. If information is missing, the Provider will ask for it, and the period runs from the day the reply is received.

A request concerning the additional payment for an upgrade to a higher Package is reviewed on the same terms and relates to that additional payment only.

6. Refund timing and method

Funds are returned through the WayForPay payment service by the same method used for payment — to the same bank card — within 14 calendar days of a positive decision.

The actual time it takes for the money to arrive depends on the Customer’s bank or payment system and may add up to another 5 business days.

The Provider does not reimburse payment system fees withheld at the time of payment: it never received those funds.

Once the refund is made, Access to the Package materials ends and the right to use them is lost. If the refund concerns the additional payment for an upgrade, Access is retained to the extent of the Package paid for earlier.

7. Technical problems with access

If the e-mail has not arrived, the sign-in code does not come through, a lesson will not play or Access has been lost, write to [email protected] first: in most cases the issue is solved by restoring access rather than by a refund.

Signing in from a new device, which ends the previous session, is not a technical problem: this is how the Member area is designed to work.

If the Provider has not managed to restore access within 5 business days, the Customer is entitled to a full refund regardless of how much time has passed since the date of payment.

8. Disputes

If the Customer disagrees with the decision, they may apply to the consumer protection authorities or to a court under the law of Ukraine.