Our promise is simple: you never pay for lessons your child didn't receive. Because payments are held by Azuverse and released to specialists only after each completed lesson, refunds are processed by the platform directly — you never have to chase a specialist. Unused lessons are refundable, rescheduling is free with 24 hours' notice, and every refund request gets a human answer within one business day at [email protected].
1. Quick overview
| Situation | What you get |
|---|---|
| Cancel an introductory session ≥ 24 h before start | 100% refund or free rebooking |
| Cancel an introductory session < 24 h before start | One free rebooking; refund at our discretion |
| Reschedule any lesson ≥ 24 h before start | Free, unlimited |
| Cancel a lesson < 24 h / no-show | Lesson is counted as used (documented emergencies reviewed individually) |
| Stop using a package during its validity | Pro-rata refund of all unused lessons, paid by Azuverse |
| Specialist cancels / technical failure on our side | Lesson not deducted + priority rebooking |
| First lesson with a new specialist didn't fit | Switch to any other specialist on the platform; that lesson is on us |
2. Package refunds in detail
- A "package" is a prepaid set of lessons (typically 8 or 16) offered by a specialist and valid for 6 months from purchase unless the specialist's profile states otherwise.
- If you stop, we refund: (package price paid) − (lessons used × that specialist's published single-lesson price), never less than zero. Example: you bought a 16-lesson package for US$520 from a specialist whose single lesson is US$38 and used 6 → refund = 520 − 6×38 = US$292.
- Refund requests can be made at any time while the package is valid, by email from the address used at purchase.
3. How refunds are paid
- Refunds go to the original payment method (the card used at purchase), in US dollars (USD).
- We confirm and initiate the refund within 3 business days of your request; banks typically post it within 5–10 business days after initiation.
- Currency-conversion differences and third-party bank fees are outside our control and are not compensated.
4. Promotions and discounted purchases
If a package was bought at a promotional price, refunds are calculated from the price actually paid, using the same formula. Free bonus lessons have no cash value.
5. How to request a refund or cancellation
- Email [email protected] with the subject "Refund request", your name and the child's first name — or call/WhatsApp +971 50 379 9550.
- No forms, no questionnaires required; we may ask one question — what went wrong — because it helps us improve, but answering is optional.
6. Chargebacks
If something went wrong, please contact us before opening a dispute with your bank — we resolve almost every case faster than the chargeback process. This policy does not limit any non-waivable rights you have under the consumer-protection laws of your country of residence.
7. Contact
Azuverse Platform L.L.C-FZ · Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. · [email protected] · +971 50 379 9550