Service Provision, Termination & Refund Policy

This policy sets out how services bought, used directly, or booked through our platform are provided, used and terminated, and how refunds are handled.

1Validity period and conditions of use

The validity period, delivery window, appointment or schedule for a service is published in that service's details before you confirm your order.

For services used online, the service may be used on a computer, phone, tablet or other suitable device with an Internet connection.

Any requirements as to operating system, browser or supporting software, and any limit on the number of devices that may be used at once, are published against each service.

For services delivered by appointment or on a schedule, the conditions for changing or cancelling, the notice period, and any additional cost are published against each service.

2How to use it, and the main features

You choose a course, a test or a service package, check the details, and pay following the instructions on the platform.

Once the transaction is confirmed, you access, use or receive the service in the form, scope, period and schedule published or confirmed to you.

The content, main features, scope of use and instructions are described against each service before you confirm your order.

3Limits that apply while using the service

Use of a service may depend on your account, your device, your Internet connection, the validity period, the delivery schedule, and the technical conditions published.

You may not share an account or access rights without authorisation, nor copy or distribute the content, materials and data provided through the service.

Any other limits are published against each service before you confirm your order.

4When a service ends

A service may end in the following cases:

• The service has expired, has been completed, or has been fully delivered;
• Both parties agree to end it;
• You ask for the service to end;
• You breach the conditions of use or the law;
• We are unable to continue providing the service;
• A competent state authority so requires, or an event of force majeure occurs.
• When a service ends, your access to or use of the related course, test or service package comes to an end. Any remaining fees, entitlements and obligations are handled under this policy and the conditions published against each service.

5When a service ends, and payment of fees

Where you are the party asking to end the service, it is treated as ending at the moment we confirm your request, or at another moment agreed between the two parties.

You are responsible for paying the fee corresponding to the part of the service delivered or used before it ended.

Any unused portion of the fee is handled under the conditions of each service and under this policy.

6How we handle a request to end a service

Step 1: You send your request by telephone, email or another published contact channel, giving your account and transaction details together with what you are asking for.

Step 2: We confirm receipt within one working day and ask for further information if needed.

Step 3: We check the details and tell you when the service ends, what fee is payable, and what amount is refundable, if any.

7How refunds work

You may be considered for a refund in the following cases:

• You paid but the service was not provided;
• The service provided did not match the content, scope or schedule confirmed to you;
• The service cannot continue because of a fault on our side;
• Other cases under the conditions of a particular service, or as required by law.
• Money is refunded through the original payment method where possible, by bank transfer, or by another method agreed between the two parties.
• A refund is expected to take 3 to 7 working days from the moment the request is confirmed as eligible.
• The part of a service already delivered or used is not refundable, unless the fault arose on our side, the two parties agree otherwise, or the law provides otherwise.