Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy explains the main rules that apply to cancellations, refunds, changes, “freezing” of enrolment declarations, and access to educational content through the UniLearnIt platform.

This policy applies together with the Terms of Use and the Privacy Policy.

UniLearnIt primarily provides live online university-level tutoring. Videos, PDFs, notes, images, files, older or archived lectures, and other supplementary materials may be provided additionally.

2. Free access (trial)

In this policy, free access means the same as trial access; the terms refer to the same concept and are used interchangeably.

For some courses, before payment or full enrolment, free access to specific materials may be offered without prior enrolment in that course, only where this is explicitly stated on the platform or in UniLearnIt communication for that specific course and provided that technical access and payment controls allow it.

Free access may include, depending on the course:

a live trial session,

a video lecture,

limited preview of materials,

or other content referred to on the platform or in UniLearnIt communication for that course.

The availability of free access does not mean it is offered for all courses, nor does it create a right to permanent access.

Free materials are provided without charge only while the student does not proceed to full enrolment in the course. If the student proceeds to enrolment and it is accepted by UniLearnIt, that material counts as part of the course’s overall educational content and is included in the agreed price.

Even for free materials, the Terms of Use apply, including the prohibition on copying, sharing, downloading, screen recording, and any unauthorised use.

3. Enrolment and activation of access

To obtain full access to a course, the user must submit a course declaration/enrolment through the platform or another available method.

Access to full content opens when enrolment is approved or accepted by a UniLearnIt administrator.

Access to full content does not open automatically from enrolment alone or from payment alone.

An administrator may approve the enrolment whether or not payment has already been made, depending on the arrangement, the student’s status, instalments, outstanding balances, or other operational rules.

A student may join a course even after live lectures have started, provided UniLearnIt accepts the enrolment.

4. Withdrawal and use of digital content

If a student has paid an amount relating to enrolment, a course, the semester, or another arrangement with UniLearnIt, but their declaration/enrolment has not yet been approved by an administrator and access to the full course content or any part of it has not been activated-beyond any free materials-they may request cancellation or a refund in accordance with this policy and applicable law.

For the purposes of this policy, we distinguish between:

Activation of access: approval or acceptance of the declaration/enrolment by an administrator, so that the student can view the course’s available content and/or take part in live lectures.

Use or opening of digital materials: accessing, viewing, opening, or using videos, PDFs, images, notes, older or archived lectures, revision files, exercises, solutions, or other digital educational content.

Approval of enrolment alone does not necessarily mean the student has used all materials. However, if after approval the student opens or uses part of the available digital materials, provision of digital content is considered to have started at least in respect of the materials used.

Use or opening of even part of the digital materials may affect the right of withdrawal, any refund amount, or the obligation to pay the agreed amount. It is not necessary for all files or materials to have been opened for use of content to be taken into account.

Especially where the material opened or used forms an essential part of the course’s educational value, UniLearnIt may take that use into account when assessing refunds, proportional charges, or any outstanding balance.

If the student has attended a live lecture or has opened or used video, PDF, images, notes, older lectures, archived materials, or other digital content, UniLearnIt may refuse a full refund or apply proportional charges for the service and content already provided.

Each case is assessed individually, based on the type of course, approval of enrolment, content opened or used, the significance of that content for the course, live lectures already delivered, payments, instalments, special arrangements, and mandatory rights under applicable law.

5. Cancellation by the student before the course starts

If a student requests cancellation before the first live lecture, before access to non-free course content is activated, and before opening or using video, PDF, or other digital educational materials, UniLearnIt will review the refund request.

In many cases, a full or partial refund may be approved.

However, UniLearnIt may retain a reasonable amount where resources, time, or tutor availability for that course have already been committed, or other scheduling steps have been taken.

Any such retention is assessed case by case and applied subject to mandatory consumer-protection law.

6. Cancellation after the course has started

If a student requests cancellation after live teaching has begun, the request is reviewed case by case.

If prior participation was exclusively under free access, amounts paid for that specific course may be refunded provided non-free materials have not been opened and full access has not been activated.

If the student has attended live lectures, obtained access to non-free digital materials, or used supplementary content, UniLearnIt may apply proportional charges and refund only any remaining balance.

For proportional charges, each teaching hour corresponds to 45 minutes and may be priced indicatively at €30 per teaching hour, unless otherwise agreed.

Accessing, viewing, opening, or downloading digital materials linked to a specific lecture-such as a PDF, image, ZIP file, notes, exercises, or other supplementary materials-may, case by case, be treated as equivalent to use of that lecture’s content, even if the student did not watch the entire video lecture.

Especially where the material opened or used forms an essential part of the course’s educational value, the rules in the section “Withdrawal and use of digital content” also apply.

Access to or use of video, PDF, images, ZIP files, older lectures, or other digital materials may be counted separately in the refund assessment, proportional charges, or any outstanding balance.

7. Change of mind or personal reasons

If a student requests cancellation because they changed their mind, can no longer attend, have a personal issue, work commitments, exam obligations, or another personal reason, the request may be reviewed case by case.

UniLearnIt is not obliged to refund amounts for reasons not connected to UniLearnIt’s inability to provide the service.

Where appropriate, UniLearnIt may propose freezing a declaration, transferring to another course, future credit, or another reasonable solution, without this creating an obligation on UniLearnIt.

Freezing a declaration does not always mean full suspension of access, unless UniLearnIt expressly decides or implements this.

If a student misses a live lecture due to their own absence while the session was delivered as scheduled, they are not entitled to a refund for that specific session.

8. Cancellation, postponement, or changes by UniLearnIt

If UniLearnIt does not ultimately open a cohort or cancels a course before it starts, the student may choose between:

a refund of amounts paid for that specific course,

or transfer to another available course/cohort, where one exists.

If a single live lecture is cancelled or postponed, UniLearnIt may, case by case, offer:

a make-up session,

a new date,

a recording,

alternative access,

or another reasonable solution.

A change of time, day, or live schedule does not automatically create a right to a refund. UniLearnIt will make reasonable efforts to provide a make-up session, recording, or other solution.

A change of tutor does not necessarily create a right to a refund, provided the course continues to be delivered.

If a serious technical issue occurs during a live lecture, the session may be postponed or made up.

9. Private lessons and last-minute cancellations

For private lessons - courses organised specifically for one student or a small group, at a set time and with a specific tutor - special cancellation rules apply. These rules apply case by case and in accordance with the specific agreement for that private lesson.

If a student requests cancellation or a change to a private lesson less than 24 hours before the scheduled start, UniLearnIt may, at its discretion, charge the lesson as delivered, due to the tutor’s committed time and availability.

Alternatively, where feasible and appropriate for that lesson, UniLearnIt may ask the tutor to deliver the teaching without the student’s live attendance, record it, and make the recording available to the student.

Whether a make-up session, recording, charge, or no charge applies is assessed case by case, based on cancellation timing, the type of lesson, tutor availability, preparation already undertaken, and the overall arrangement with the student.

This provision applies subject to applicable law and mandatory consumer rights.

10. Older or archived courses / lectures

Access to older, archived, or already recorded lectures may be subject to a separate agreement, access duration, or specific terms of use.

Access duration is defined in the relevant agreement, communication, course description, or the part of the site where the material is offered.

If a student obtains access and views, opens, or uses older/archived lectures, video, PDF, images, ZIP files, or related materials, as a rule they are not entitled to a refund for that specific content, except where there is proven technical failure on UniLearnIt’s side that cannot be remedied.

In case of technical issues, UniLearnIt reviews available technical and administrative records, such as access details, records of failed access attempts, payment and enrolment information, and other relevant information held by the platform, before deciding whether to provide a refund, make-up access, extension, or another solution.

11. Payments, instalments, and balances

Where online payment is enabled for the current semester or for a specific agreement, payment may be processed through Stripe on the platform. Off-platform, payments may be made using other methods that have been announced or expressly agreed with UniLearnIt.

For payments outside Stripe, refunds are arranged by mutual agreement and necessary details may be requested to execute the refund.

In cases of instalments, partial payment, or outstanding balances, UniLearnIt considers:

amounts already paid,

materials or services already provided,

live lectures already delivered,

digital materials opened or used,

special arrangements,

and outstanding balances.

If a student has used services or content worth more than the amount paid, they may still owe the corresponding amount.

If there is an outstanding balance and cancellation is requested, UniLearnIt may offset or deduct first the amount corresponding to services and content already provided.

12. How to submit a request

For cancellation or refund requests, students may contact UniLearnIt at:

info@unilearnit.com

or by another written channel, such as SMS, Viber, or another written channel published on the website, provided the request can be authenticated.

To help process the request, students are asked to provide:

full name,

account email,

phone number,

university and department,

course,

payment method,

amount paid,

payment date,

and optionally the reason for the request.

Stating a reason is not required to exercise a statutory right of withdrawal, but it may help faster and fairer assessment.

Refunds are not processed automatically through the platform; they are reviewed upon request and executed once approved.

UniLearnIt aims to respond to requests within 15 business days.

If the request concerns the exercise of a statutory right of withdrawal, the refund is processed within the deadlines set by applicable law.

For contractual, exceptional, or case-by-case refunds that are not a mandatory statutory withdrawal, completion may take up to 31 business days from approval, unless applicable law requires a shorter deadline.

Any bank fees, transfer costs, or third-party payment-provider charges may be borne by the student where permitted by applicable law.

13. Breach of the Terms of Use

If a student breaches the Terms of Use, including by sharing an account, screen recording, copying, downloading, distributing PDF/video content, republishing materials, harassment, abusive behaviour, or other misuse, UniLearnIt may restrict or terminate access.

In such cases, the student is not entitled to a refund to the extent permitted by applicable law.

UniLearnIt reserves all lawful rights and further actions.

14. Wrong course or transfer of enrolment

If a student enrols or pays for the wrong course, they may request transfer to another course.

Transfer may be approved provided materials for the original course have not been opened or used and a suitable course is available.

If materials have already been used, transfer is assessed case by case.

15. Exceptional cases

UniLearnIt retains discretion to review special or exceptional cases individually.

Any exceptional refund, credit, freeze of declaration, or transfer to another course does not create an obligation to apply the same approach in other cases.

This policy applies subject to mandatory consumer-protection law.

16. Contact

For questions about cancellations, refunds, or withdrawal, you may contact UniLearnIt at: