Refund and Withdrawal Policy

1. Scope and who supplies each product

Capitalised terms have the meanings stated in the Terms and Conditions. This is the canonical Refund Policy for the paid products it identifies: a Paid Trial Lesson, paid 1:1 Lesson, paid Group Lesson, Course, Premium, and a Bundle containing any of those products, where offered. A free Trial Lesson has no price to refund, but its cancellation and no-show rules remain in the applicable product terms.

Every payment presents the applicable Policy and requires a separate confirmation through the control shown in the payment screen. A confirmation made for an earlier payment does not replace the confirmation required for a new purchase.

Before activation, every new transaction must separately present and record its product price, Provider, Student or beneficiary, schedule, payment obligation and, where applicable, request for early performance, request for immediate digital supply, and acknowledgment of withdrawal consequences. Confirming this Policy never replaces those transaction-specific acts.

The rules shown before payment and accepted for a purchase govern that purchase. Hola25 may change this Policy for future purchases, including available thresholds, time windows, and outcomes, without retroactively reducing rights already attached to an order. Check the Policy and summary shown before every payment.

Hola25 decides case by case whether to restrict access, cancel a booking, uphold a dispute, or grant a remedy, based on available facts and evidence, including abusive conduct or rule breaches by a Student, Payer, Teacher, or Creator. The financial outcome remains the one permitted by the rules accepted for that purchase and mandatory law; operational discretion creates no automatic refund entitlement and removes no statutory right.

• Tutoring listings: Hola25 provides the publishing and discovery space. Lessons and payments agreed and carried out directly between a Student and a Teacher, outside the Hola25 checkout, are not processed by us and are outside this policy.

• Premium: HOLA25 SRL is the subscription Provider.

• Paid Trial Lesson: HOLA25 SRL is the product Provider and retains the full price. The Teacher delivers the educational activity under their separate unpaid-participation agreement. The Trial Lesson is booked from an approved and active subject offer in the Teacher profile on the Platform.

2. The statutory 14-day withdrawal right

As a consumer-favourable contractual rule, Hola25 applies a 14-day withdrawal period to distance contracts covered by this Policy unless the transaction summary expressly identifies an applicable statutory exception. Scheduling a 1:1 Lesson or Group Lesson does not by itself establish an exception for leisure activities at a specific date or period. Commercial cancellation and rescheduling rules do not reduce a statutory remedy. The rules differ according to the nature of the product and when performance begins:

• For a service that starts during the withdrawal period at your express request, you may owe the proportionate amount for what was supplied before you notify us of withdrawal. The right may be lost after full performance only where the legal conditions for your express consent and prior acknowledgement are met.

• For digital content supplied without a tangible medium, the right may be lost after access begins only where you expressly requested immediate supply, acknowledged its effect on your withdrawal right, and received the contract confirmation in a form you can save and consult later.

• If those conditions are not met, or a mandatory rule gives you a more favourable remedy, the contractual cancellation matrix below does not reduce that right.

3. Premium subscription

You can stop renewal from your profile or payment portal. The subscription remains active until the end of the paid billing period, and cancelling future renewal does not, by itself, create a pro-rata refund for the current period.

This does not make the subscription “non-refundable” in every circumstance. A valid statutory withdrawal right, remedies for lack of conformity or non-supply, correction of a duplicate charge, and the right to dispute an unauthorised transaction remain available.

If you choose immediate activation during the 14-day period, we separately ask you to expressly request that the service begin. Withdrawal before full performance may allow us to retain only the proportionate amount for the service already supplied. The right is lost only after full performance and only where the statutory conditions for your prior request and acknowledgement are met.

4. Trial Lessons

A cancellation initiated by the Student or Payer follows the Policy shown before payment and accepted for that booking. The confirmation screen shows the outcome that applies at that time: a full or partial automatic refund, manual review, or the cancellation control being unavailable in the Account.

A later change to the general Policy does not alter the commercial terms already bound to the booking. A request sent for manual review does not cancel the Trial Lesson or change the payment until the decision is communicated in the Account.

The Student must use accurate details, join on time and remain for the booked interval with adequate equipment and connectivity, follow conduct and safety instructions, and promptly report any no-show, delay, or technical issue from the booking page. The Teacher must respond within the displayed window, maintain availability, and deliver the confirmed duration. These facts are assessed separately in a cancellation or dispute.

A Teacher decline, failure to respond within the acceptance window, cancellation by the Teacher or an administrator, and expiry of an unanswered request result in a full refund.

A possible no-show does not create a promise of an automatic refund. The booking enters review, and the Student or Payer can open a dispute. If the available evidence confirms a Teacher no-show, the refund is full. A Student no-show does not create a contractual refund entitlement, without affecting mandatory statutory rights.

Student rescheduling follows the limit and deadline shown and accepted at booking. Rescheduling cannot create a more favourable refund entitlement than the one available before the move.

8. The payment method determines the refund route

• For a payment processed through Stripe, the request is submitted to Hola25 and an approved refund is initiated to the original payment method. Stripe and the issuing bank determine the technical time before the amount becomes visible.

9. How to request cancellation, withdrawal, or a refund

For cancellations offered directly in the product, use the action shown in the subscription, booking. For a Trial Lesson, 1:1 Lesson, or Group Lesson dispute, use the action on the booking page. For any other request, email contact@hola25.com and include the Account email, product, order identifier, and reason.

For a Course complaint, Hola25 may request information from the Buyer and Creator, propose a solution, and determine the contractual outcome under the evidence, accepted Policy, and law. Review or mediation does not guarantee that the request will be upheld or that any particular refund percentage applies.

Approved refunds are sent to the original payment method unless you expressly agree to another method that creates no cost for you. Where the law sets a 14-day maximum, reimbursement is initiated without undue delay and no later than 14 calendar days after a valid withdrawal is received. The processor, store, or bank may then need additional technical time to display it. Approval or initiation does not mean instant credit: execution may remain pending, may require additional steps, or may fail technically. Hola25 checks the status and retries or communicates required steps where the refund is due, without limiting mandatory deadlines.

10. Permanent two-step withdrawal form

You can permanently use the form at /en/withdraw-from-contract, whether or not the relevant product is still commercially promoted. The form has two steps in the same online experience: (1) enter your name, contract/order reference and the electronic address where the confirmation should be sent, and (2) review the summary and press the clear “Confirm withdrawal” action. We then immediately record the statement and queue, without undue delay, the acknowledgment containing the statement, which you can save and consult later, together with the date and time received. A queued status is not proof that the email was delivered. Eligibility, contract effects, cancellation, any amount due, and the refund outcome remain governed by the applicable law and product terms; recording the statement is not an eligibility or refund decision and does not waive those rights.

If you do not press the final action, the request is not sent. We do not condition withdrawal on later clicking an email link. This mechanism does not restrict your statutory right to communicate withdrawal by email or another unequivocal statement.

11. Contact and more favourable rights

Contact: contact@hola25.com. We respond no later than the applicable statutory deadline.

This policy supplements the Terms and Conditions. If there is a conflict, a mandatory consumer-protection rule or more favourable statutory right prevails over the contractual rules above.