Refund and Postponement Policy

• 1. Delay guarantee and start dates
• 2. Cancellation and refunds
• 3. Learning credit (credit voucher) rules
• 4. Freeze and package validity
• 5. Refunds when you pay in instalments (Tabby and Tamara)

When do you get a refund? Every case in one table

1. Delay guarantee and start dates

Start window and scheduling

The Academy commits to sending the lesson schedule and the teacher's name within 7 days of payment, and classes must actually start within 14 days at the latest from the payment date.

Delay guarantee

If the group cannot start within 14 days, or the start time is changed in a way that does not suit the subscriber, the subscriber is immediately entitled to a full cash refund (100%) with no administrative deductions, or to convert the amount into learning credit if they ask.

2. Cancellation and refunds

• Level test: completely free (100%), and nothing is deducted for it from a refund.
• Statutory right of withdrawal: a full 100% cash refund within 7 days of payment, as long as the first lesson has not started, minus only the bank or electronic transfer fee.
• Cancelling 48 hours or more before the course starts (after the 7 days): a cash refund minus a single 10% administrative and bank fee, or the amount converted at 100% into learning credit.
• Cancelling less than 48 hours before the course starts: no cash refund, because the seat is reserved, and the full amount (100%) is kept as learning credit for a replacement group.
• Withdrawing after the first lesson and before the second (groups): the lesson is deducted at the package's original official price, without any offers, plus a 10% administrative fee on the remainder, and the rest is refunded in cash. There is no refund from the second lesson onward.

Loss of the discount on long packages (3, 6 and 12 months)

• If early termination is requested before 50% of the lessons are used, the package discount is cancelled retroactively. If the lessons already used, priced at the official price, use up the whole amount paid, the refund is zero, and the customer is not asked to pay the difference.
• After 50% or more of the lessons have been used: no cash refund.

Gifting the seat (transfer)

Available if 50% or more of the lessons remain, and the replacement takes the level test for free.

Processing transfers

Approved refunds are processed within 7 to 14 working days through the same original payment method.

3. Learning credit (credit voucher) rules

• The Academy's commitment: the Academy offers a suitable replacement group within 14 days at most from the date the credit notice is issued.
• Refund if no replacement is available: if the 14 days pass without a suitable replacement, the customer gets the full amount back in cash (100%) immediately, with no deductions.
• Student's time to accept: once the subscriber is told about the available replacement, they have 14 days from the date of notice to confirm they are joining and use their credit.

4. Freeze and package validity

How freezing works

A freeze must be requested in writing 48 hours before it starts, and the full period is taken as one continuous block, with no splitting:

Effect of a freeze on the teacher

A freeze automatically releases the teacher and the time slot so they can go to other students, and you return according to the teacher's available schedule when you resume. If the teacher is busy, an approved substitute or alternative times are provided.

Validity cap for the annual package

The absolute maximum validity for using the lessons of the annual package is 14 months from the date of the first lesson, including the freeze period. Any lessons not used after that expire.

5. Refunds when you pay in instalments (Tabby and Tamara)

If the student wants to cancel under the policy, the refunded amount goes directly to their Tabby or Tamara account, and the payment company settles the debt.

Contact us

For any question about this policy, message us on WhatsApp +966 59 109 1176 or email info@wella.wellainternational.com.