Subscription Policy

1. What does Premium include?

Premium subscriptions provide:

• Unlimited daily minutes - Standard users have 25 minutes/day; Premium users have no daily limit

• Maximum 25 minutes per call - Each individual video call can last up to 25 minutes

• Promoted announcements - Your teacher announcements appear higher in search results

• No advertisements - Browse the platform ad-free

2. No refund policy

This policy is based on the following legal grounds under GEO No. 34/2014 (transposition of EU Directive 2011/83/EU):

• Premium is a digital service that is activated immediately upon payment

• By completing your purchase, you acknowledge that the digital service is delivered immediately and that the 14-day withdrawal right does not apply (pursuant to Art. 16 lit. m of GEO 34/2014)

• The service is fully delivered from the moment of purchase

3. Subscription cancellation

You can cancel your subscription at any time:

• Go to Profile → Subscription or Settings → Subscription

• Click "Manage subscription" to access the Stripe customer portal

• Select "Cancel subscription"

What happens when you cancel:

• Your subscription remains active until the end of the current billing period

• You keep all Premium benefits until the expiration date

• No automatic renewal - you will not be charged again

• No partial refund - the payment for the current period is not refundable

4. Automatic renewal

Subscriptions renew automatically at the end of each billing period (weekly or monthly) unless cancelled:

• You will be charged the same amount as the original purchase

• Renewal uses the same payment method on file

• You will receive an email notification 3 days before renewal

• Cancel at least 24 hours before the renewal date to avoid being charged

5. Payment processing

All payments are processed securely through Stripe Inc., a PCI DSS Level 1 certified payment processor:

• We never store your card details on our servers

• All transactions are encrypted using industry-standard SSL/TLS

• Prices include VAT where applicable

6. Exceptional circumstances

While we maintain a strict no-refund policy, we may consider exceptions in rare circumstances:

• Duplicate charges: If you were accidentally charged twice for the same subscription

• Technical platform failure: If Hola25 was completely inaccessible for an extended period due to our fault

• Unauthorized transactions: If your card was used without your authorization (contact your bank first)

To request a review, email contact@hola25.com with your account email and details of the issue. Decisions are made at our sole discretion.

7. Free platform features

Hola25 offers extensive free features that do not require any payment:

• 25 minutes of video calls per day (as Host or Guest)

• Create and browse teacher announcements

• Full profile customization

• Join the waitlist and connect with other users

We encourage you to try all free features before purchasing Premium.

8. Trial lessons — booking fee

Unlike the Premium subscription (which is non-refundable), the booking fee for a trial lesson is refundable in the cases below. The fee is charged at booking and processed through Stripe.

• Teacher / administrator cancellation: if the teacher declines the request, cancels the lesson, or is a no-show (or on administrator intervention), the student gets a full (100%) refund.

• Cancellation by the student (any non-refunded fee is retained by the platform):

  • at least 24 hours before start (or before the teacher accepts): 100% refund;

  • between 2 and 24 hours before start: 50% refund;

  • less than 2 hours before start: cancellation is no longer possible — the student can only open a dispute or report a problem;

  • no-show: the fee is forfeited.

• Rescheduling: the student may reschedule the lesson once, free of charge, as long as it is at least 12 hours before start.

• Disputes: if the lesson did not take place as expected, the student may open a dispute after the start time. The Administrator reviews it (including based on the lesson recording) and decides on a full refund or rejection.

• Processing: approved refunds are returned to the original payment method within the payment processor's timeframe (usually a few business days).

9. Contact

For questions about subscriptions or billing:

Email: contact@hola25.com

Response time: Within 30 days