Effective Date: 1st Oct 2024

Welcome to HOFT Academy (“we,” “us,” or “our“). We are committed to providing high-quality educational content and exceptional customer service. Your satisfaction is our priority. This Refund & Cancellation Policy outlines the circumstances under which refunds and cancellations are granted, in compliance with the General Data Protection Regulation (GDPR), EU Consumer Rights Directive, UAE Consumer Protection Law, Saudi Arabian E-Commerce Law, Bahrain’s Personal Data Protection Law, and other relevant laws.

By purchasing our products or services, you agree to this Refund & Cancellation Policy.

1. Introduction

At HoFT Academy, we strive to ensure that our users have a positive learning experience. We understand that there may be circumstances requiring refunds or cancellations. This policy provides detailed information on eligibility, processes, and conditions for refunds and cancellations to ensure transparency and compliance with applicable laws.

2. Eligibility for Refunds

Refunds are granted under specific conditions as outlined below:

2.1 Technical Issues Preventing Access

• Definition: Inability to access purchased course content due to technical problems on our platform.
• Conditions:
  • The issue is reported within the refund period (see Section 3).
  • The user has provided sufficient evidence of the technical issue (e.g., screenshots, error messages).
  • Our technical support team has been unable to resolve the issue within a reasonable timeframe.

2.2 Dissatisfaction with Course Content

• Definition: The course content does not meet the user’s expectations.
• Conditions:
  • The refund request is made within the specified refund period.
  • The user has completed less than 20% of the course content.
  • A written explanation detailing the reasons for dissatisfaction is provided.

2.3 Accidental Purchases

• Definition: Unintentional purchase of a course or service.
• Conditions:
  • The refund request is made within 48 hours of purchase.
  • The course content has not been accessed or downloaded.

2.4 Misleading or Inaccurate Product Descriptions

• Definition: The course description significantly differs from the actual content provided.
• Conditions:
  • The discrepancy is clearly demonstrated by the user.
  • The refund request is made within the refund period.

2.5 Compliance with Local Laws

• European Users:
  • Under the EU Consumer Rights Directive, you have the right to withdraw from a purchase within 14 days without giving any reason.
• GCC Users:
  • Refunds will be provided in accordance with local consumer protection laws, which may vary by country.

3. Refund Periods

Refund windows vary depending on the type of service or product purchased:

3.1 Downloadable Digital Content

• European Users:
  • No refund is available once the download has started with the user’s consent and acknowledgment that the right of withdrawal is lost.
• GCC Users:
  • Refunds are not typically available for digital downloads unless required by local law.

3.2 Live Courses (Webinars, Live Training)

• Refund Window: Up to 14 days before the course start date.
• Late Cancellations: Refunds may not be available if the request is made less than 14 days before the start date.

3.3 On-Demand Courses (Pre-Recorded Content)

• European Users:
  • Refund requests must be made within 14 days of purchase, provided less than 20% of the course has been completed.
• GCC Users:
  • Refund requests must be made within 7 days of purchase, subject to local laws.

3.4 Subscription Services

• Monthly Subscriptions:
  • Refunds are not provided for partial months.
  • Users may cancel anytime to prevent future billing.
• Annual Subscriptions:
  • Refund requests must be made within 14 days of initial purchase.
  • A pro-rata refund may be provided based on unused months, subject to an administrative fee.

4. Refund Exclusions

Certain products and services are non-refundable:

4.1 Partially Completed Courses

• No refunds are provided for courses where more than 20% of the content has been accessed or completed.

4.2 Accessed or Downloaded Digital Materials

• Digital content that has been accessed or downloaded is non-refundable.

4.3 One-on-One Coaching Sessions

• After First Meeting: No refunds are provided after the initial coaching session has taken place.
• Cancellation Policy: Sessions canceled with less than 24 hours’ notice may be forfeited.

4.4 Bundled Products and Discounts

• Refunds are not available for individual components of a bundled purchase unless the entire bundle is returned.

4.5 Promotional and Free Offers

• Products or services obtained as part of a promotional offer or free trial are not eligible for refunds.

5. How to Request a Refund

To request a refund, please follow these steps:

5.1 Step-by-Step Guide

1. Prepare Documentation:
   • Proof of Purchase: Order confirmation email, receipt, or transaction ID.
   • Evidence of Issue: Screenshots, error messages, or detailed descriptions.
   • Written Explanation: Reason for the refund request.
2. Contact Customer Support:
   • Email: Send an email to refunds@hoft.academy.
   • Subject Line: Include “Refund Request” and your order number.
3. Complete Refund Request Form:
   • If provided, fill out the refund request form available on our website.
4. Submit Request:
   • Ensure all required information and documentation are included.
   • Send your request within the applicable refund period.

5.2 Important Notes

• Incomplete Requests: May result in delays.
• Communication: We may contact you for additional information.

6. Refund Process & Timing

6.1 Review and Approval

• Acknowledgment: We will acknowledge receipt of your refund request within 2 business days.
• Evaluation: Our team will review your request and may contact you for additional information.
• Decision: You will be informed of the decision via email.

6.2 Processing Time

• Approval: If approved, refunds will be processed within 5-10 business days.
• Payment Method: Refunds will be issued to the original payment method used for the purchase.
• Bank Processing Time: Additional time may be required by your bank or credit card issuer.

6.3 Denial of Refunds

• Notification: If your refund request is denied, we will provide a detailed explanation.
• Appeals: You may appeal the decision by providing additional information.

7. Cancellation of Subscriptions

7.1 How to Cancel

• Account Settings: Log in to your account and navigate to the “Subscriptions” section to cancel.
• Contact Support: Alternatively, email support@hoft.academy for assistance.

7.2 Recurring Billing

• Stop Future Charges: Cancellation will prevent future billing cycles.
• Access to Services: You will retain access to subscription services until the end of the current billing period.

7.3 Early Termination Fees

• Monthly Subscriptions: No early termination fees.
• Annual Subscriptions:
  • Early cancellation may be subject to an administrative fee.
  • Pro-rata refunds may be provided as per Section 3.3.

8. Partial Refunds

Partial refunds may apply in the following scenarios:

8.1 Mid-Course Cancellations

• Eligibility: Users who cancel after starting but before completing 20% of a course.
• Refund Amount: Proportional to the unused portion of the course, less any administrative fees.

8.2 Downgrading Subscriptions

• Process: Contact support to downgrade your subscription plan.
• Refunds: May receive a partial refund or credit towards the new plan.

8.3 Bundled Services

• Partial Returns: If eligible, refunds for individual items in a bundle may be calculated based on the full price of retained items.

9. Local Legal Considerations

9.1 European Union

• Consumer Rights Directive:
  • Right of Withdrawal: 14-day cooling-off period for online purchases.
  • Exceptions: Does not apply once digital content is accessed with consent.

9.2 United Arab Emirates (UAE)

• UAE Consumer Protection Law:
  • Refund Period: Consumers may have the right to a refund within 7 days for defective goods or services.
  • Digital Content: Specific regulations may apply; consult local laws.

9.3 Saudi Arabia

• Saudi Arabian E-Commerce Law:
  • Right to Cancel: Consumers have the right to cancel within 7 days unless the digital content has been accessed.
  • Defective Services: Refunds must be provided if the service is not delivered as described.

9.4 Bahrain

• Bahrain’s Personal Data Protection Law:
  • Data Rights: Users have rights regarding their personal data, which may impact refund processes.

9.5 Other GCC Countries

• Local Laws: Refund policies will comply with consumer protection laws in other GCC countries where applicable.

10. Changes to Refund & Cancellation Policy

10.1 Right to Amend

• Updates: We reserve the right to modify this policy at any time to reflect changes in our services or legal obligations.

10.2 Notification

• Advance Notice: Significant changes will be communicated at least 30 days before taking effect.
• Method of Communication: Notifications will be sent via email and posted on our website.

10.3 User Consent

• Continued Use: Your continued use of our services after changes indicates acceptance of the new terms.
• Disagreement: If you do not agree with the changes, you should discontinue use and may be eligible for a refund under the existing policy.

11. Contact Information

If you have any questions or need assistance with refunds and cancellations, please contact us:

• Email: support@hoft.academy
• Refunds Department Email: refunds@hoft.academy

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