Refund and Return Policy

Effective date: November 30, 2025

Last updated: November 20, 2025

1. Introduction

This Refund and Return Policy governs the conditions under which Speakly processes refund requests for language class packages purchased through our platform. By purchasing any class package, you accept the conditions established in this document.

2. General No-Refund Policy

Due to the nature of the live educational services provided by Speakly, no refunds are made once:

• The purchase transaction of a package has been completed
• At least 1 class from the purchased package has been used
• More than 7 days have passed since purchase without having requested cancellation

2.1. Rationale

Speakly classes are live educational services of 30 minutes with teachers in real time. Once a class has been taught, the service has been provided and cannot be "returned" like a physical product.

3. Reflection Window (7 days)

3.1. Conditions

If you purchased a class package and have NOT taken any class, you can request a full refund within the first 7 calendar days from the purchase date.

Requirements:

• Not having used any class from the package (including welcome or bonus classes)
• Submit the request within the 7-day period from the purchase date
• Provide transaction number or proof of payment

Refund amount: 100% of the price paid

3.2. Process to Request Refund

1. Send an email to info@speakly.fun with the subject "Refund Request - Right of Withdrawal"
2. Include:
   • Full name
   • Email registered in your account
   • Order or transaction number
   • Reason for request (optional, but helps us improve)
3. You will receive receipt confirmation within a maximum of 7 business days
4. If approved, the refund will be processed within 10 business days

4. Exceptions for Refund After 7 Days

Once the 7-day period has elapsed, no refunds are granted for class packages, except in the following limited circumstances:

4.1. Billing Errors

• Duplicate charge: If your payment method was charged more than once for the same transaction
• Incorrect charge: If the charged amount does not match the price shown at purchase time
• Unauthorized charge: If you detect a charge you did not make

Process:

1. Contact info@speakly.fun within 7 days of detecting the error
2. Provide transaction number and evidence (screenshot of charge, receipt, etc.)
3. Speakly will review the case within 10 business days
4. If the error is confirmed, the refund will be processed within 10 business days

4.2. Recurrent Technical Failures Attributable to Speakly

If you experience recurrent impossibility to access classes due to Speakly web platform or proprietary system problems (does not include ClassIn problems, user Internet, or user devices), you can request:

• Replacement of classes affected to your balance
• In extreme cases: Proportional refund for classes you could not take

Process:

1. Report each incident to info@speakly.fun within 7 days of occurrence
2. Provide evidence (screenshots, problem description)
3. Our technical team will investigate the case
4. If Speakly-attributable failure is confirmed, we will offer class replacement

Note: No refunds are granted for:

• User Internet connection problems
• Device incompatibility
• ClassIn technical failures (third-party platform)
• User camera or microphone problems

4.3. Serious Service Breach

If a teacher does not show up to 3 or more scheduled classes without justification or prior notice:

Process:

1. Document each absence (date, time, screenshot)
2. Contact info@speakly.fun after the third incident
3. Speakly will investigate the case
4. If confirmed, we will offer:
   • Class replacement to your balance
   • Additional bonus class(es) as compensation
   • In extreme cases: proportional refund

4.4. Service Misrepresentation

If the service received does not materially match what was advertised on our website, Terms and Conditions, or marketing materials:

Process:

1. Document the discrepancy with clear evidence
2. Contact info@speakly.fun within 7 days of detecting the discrepancy
3. Our team will review the case
4. If misrepresentation is confirmed, we will evaluate proportional refund

4.5. Extraordinary Circumstances

Refunds will be evaluated case by case in exceptional situations such as:

• Serious illness or prolonged medical incapacity of the student (requires medical documentation)
• Death of the account holder (requires death certificate)
• Force majeure circumstances that materially prevent service use

In these cases, a proportional refund of unused class balance may be granted.

5. Non-Refundable Cases

The following cases DO NOT qualify for refund under any circumstances:

• Student absences (No-Shows): If you do not show up to a scheduled class without canceling it at least 30 minutes in advance
• Late cancellations: If you cancel a class less than 30 minutes before start
• Classes not used by user decision: If you purchased a package and decided not to take the classes
• Package expiration by maturity: If classes expired by not using them within the validity period
• Change of mind after 7 days: Subjective dissatisfaction after the reflection period
• Changes in personal circumstances: Moving, lack of time, change of priorities, etc.
• User technical problems: Internet, device, lack of ClassIn installation
• ClassIn technical problems: Third-party platform failures used for classes

6. Alternative to Refund: Account Credit

In certain exceptional cases (at Speakly's discretion), we may offer as an alternative to refund:

• Account credit equivalent to unused balance
• Valid for 6 additional months from the date of granting
• Can be used for the language purchased by the user

This option may be offered in situations where a monetary refund is not appropriate, but we recognize there were mitigating circumstances.

7. Cancellation of Scheduled Classes

7.1. Cancellation by User

Cancellation without penalty (more than 30 minutes before):

You can cancel any scheduled class up to 30 minutes before its start without penalty:

• The class will be automatically replaced to your balance
• You will receive email confirmation and in-app notification
• The cancellation button will be visible and enabled on your calendar

Late cancellation (less than 30 minutes before):

If you cancel a class with less than 30 minutes notice before start:

• The class will be definitively deducted from your balance
• No refund or replacement will be made
• The cancellation button is automatically disabled when less than 30 minutes remain

No-show absence:

If you do not show up to a scheduled class without having canceled it:

• The class will be definitively deducted from your balance
• No refund or replacement will be made
• The absence will be recorded in your account history

Reason for 30-minute policy:

A late cancellation (less than 30 minutes before) causes significant damages:

• The teacher cannot reorganize their schedule with such short notice
• Other students who could have scheduled that class no longer have time to do so
• Therefore, the class is considered consumed even though it was not held

7.2. Cancellation by Speakly or Teacher

If Speakly or the teacher must cancel a class for justified reasons:

• You will be notified with as much advance notice as possible
• The class will be automatically replaced to your balance
• Additional compensation: In cases of recurrent cancellations by the same teacher, Speakly will evaluate offering additional bonus classes at its discretion

Alternative: You can request a proportional refund of that specific class value if the cancellation caused you significant inconvenience.

8. Refund Methods and Times

8.1. Refund Method

Approved refunds will be processed using the same payment method used in the original purchase:

• Credit/debit card: 10-15 business days
• PayPal: 5-10 business days
• WeChat Pay / Alipay: 5-10 business days
• Bank transfer: 10-20 business days (requires providing bank details)

Note: Times may vary according to the payment processor and the user's financial institution.

8.2. Refund Currency

The refund will be made in the same currency in which the original payment was made:

• CNY (Chinese Yuan) for users in China
• EUR (Euro) for users in Europe
• USD (US Dollars) for users in North America and other regions

Important: Variations in the exchange rate between purchase date and refund date are not Speakly's responsibility.

8.3. Fees and Charges

• Refunds within the 7-day period: Bank or payment processor fees may be deducted from the refund amount
• Exceptional refunds after 7 days: Bank or payment processor fees may be deducted from the refund amount

9. Accounts with Multiple Sub-profiles

9.1. Policy Application

In accounts with multiple student sub-profiles (up to 3 sub-profiles):

• The Account Owner is the only one authorized to request refunds
• The 7-day right of withdrawal applies to the complete package, not to individual classes of specific sub-profiles
• If one sub-profile is not satisfied but others continue using the service, proportional refund does not apply

9.2. Sub-profile Deactivation

• You can deactivate sub-profiles at no cost at any time
• Sub-profile deactivation does not generate refund of remaining class balance
• The balance remains available to be used by other active sub-profiles

10. Promotions and Discounts

10.1. Refund Calculation

Refunds for packages purchased with discount, coupon, or promotion are calculated on the price actually paid, not on the regular price.

Example:

• Regular package price: $200 USD
• Discounted price paid: $150 USD
• Refund (if applicable): $150 USD

11. Dispute Resolution Process

11.1. Steps to Resolve a Dispute

If you have a dispute related to a refund or the application of this policy:

Step 1: Initial Contact

• Send a detailed email to info@speakly.fun
• Include all relevant evidence (transaction numbers, screenshots, etc.)
• Clearly explain your request and rationale

Step 2: Initial Review

• Our team will respond within a maximum of 7 business days
• We will confirm receipt and next steps

Step 3: Investigation

• If necessary, we will investigate the case (7 business days)
• We may request additional information or evidence

Step 4: Resolution

• We will communicate our decision and actions to be taken
• If a refund is approved, it will be processed according to the times indicated in Section 8

11.2. Chargebacks

Important: If you initiate a chargeback with your bank or payment provider without first contacting us:

• Your account will be immediately suspended while the dispute is resolved
• If the chargeback is deemed unjustified, your account could be permanently canceled
• You will lose access to all remaining class balance without right to refund

Recommendation: We encourage you to contact us first at info@speakly.fun to resolve any problem directly and amicably.

12. Modifications to This Policy

12.1. Right to Modify

Speakly reserves the right to modify this Refund and Return Policy at any time to:

• Comply with new legal regulations
• Improve clarity and transparency
• Adapt the policy to changes in our business model

12.2. Notification of Changes

Changes will take effect upon publication on the platform:

• New users: Changes apply immediately
• Existing users: Will receive email notification with 30 days advance notice for material changes
• The "Last updated" date at the top of the document will reflect the current version

12.3. Policy Application

Modifications will not affect packages already purchased under previous policies. The policy in effect at the time of purchase is what applies to that specific package.

13. Contact Information

For refund requests, inquiries, or disputes related to this policy:

Email: info@speakly.fun

Response time: Maximum 7 business days for receipt confirmation

Website: www.speakly.fun

Note: We currently do not offer phone support. All requests must be made by email to maintain documentary record.

Fair and Transparent Policy

At Speakly we believe in transparency and fair treatment. This policy seeks to balance your rights as an account owner with the sustainability of our live service-based educational business model.

If you have questions about this policy or face a situation not covered here, do not hesitate to contact us at info@speakly.fun. We are committed to your satisfaction and success in language learning.

Effective date: November 30, 2025

Version: 1.0