Purpose of the policy

This policy regulates the conditions and procedure for the refund of the amounts paid for educational services (e-learning), in case the contract for the provision of services is not executed or is improperly executed.

Scope

The policy applies to all customers – individuals and legal entities – who have purchased e-learning services provided by MGS Fintech Prof, through online or physical channels.

Situations in which the refund of amounts is accepted

The reimbursement of money is accepted in the following cases:

For all categories of customers:

• The service has not been provided for reasons attributable to the Provider;
• The quality of the service was inadequate (e.g. lack of access to the platform, cessation of electricity, internet);
• The service was cancelled by the Provider before it began;
• An administrative error occurred (e.g. double payment).

Exclusively for natural persons (consumers):

• If the service was contracted remotely (e.g. online), the consumer has the right to withdraw from the contract within 14 calendar days from the date of its conclusion, provided that the service has not started.

Situations in which the return is not accepted

• The service was provided in full, according to the contract;
• The customer has already benefited from full access to the learning platform or educational support;
• The return request was made after the deadlines were exceeded;
• The client has not complied with the contractual obligations (e.g. non-compliance with the internal regulations, disciplinary expulsion);
• In the case of personalized services, specially adapted to the customer’s requirements.

Time limits and procedure

Submission of the application:

The return request must be made in writing (e-mail, online form, or in physical format) and must contain:

• Customer’s name;
• Proof of payment;
• The reason for the request;
• Proof of non-performance or improper performance, if applicable.

Deadline for submission:

• 7 days from the conclusion of the contract, for voluntary withdrawal by individuals;
• 5 days from the finding of non-execution or error, in other cases.

Deadline for resolution:

The provider will analyze the request and provide a response within 7 working days from the complete receipt of the supporting documents.

Method of refund:

• The refund will be made by bank transfer to the account indicated by the customer;
• The provider does not charge additional fees for reimbursement;
• In case of partial return (e.g. partial participation in the course), the amount will be refunded proportionally.

Other provisions

• The return policy is an integral part of the contract for the provision of services.
• In case of disputes, they will be settled according to the Civil Code of the Republic of Moldova and the applicable legal norms.