Refund Policy

Statutory right of withdrawal

Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us — Metropolitan Digital, Potočani 278, Tešanj, Bosna i Hercegovina, amir@ultimamemoria.ba, +387 63 796 723 — of your decision to withdraw from this contract by an unequivocal statement, for example a letter sent by post or an email. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed of your decision. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in no event will you be charged as a result of such reimbursement.

Model withdrawal form. To Metropolitan Digital, Potočani 278, Tešanj, Bosna i Hercegovina, amir@ultimamemoria.ba: I hereby give notice that I withdraw from my contract for the supply of the following service — ____________. Ordered on ____________. Name of the consumer ____________. Address of the consumer ____________. Signature (only if this form is notified on paper). Date ____________.

Digital content and an early start

A programme is digital content supplied without a physical medium. If you ask us to begin supply before the 14-day period has expired — so that you can start the entrance test and the first phase at once — the law provides that your right of withdrawal lapses once performance has begun, provided you have expressly requested this and acknowledged the consequence.

That request and acknowledgement must be given at checkout, in plain words and as a separate step. If they are not given, access is activated after the withdrawal period has expired, and the right remains intact until then.

Our own arrangement in 17.3 applies regardless, and gives a refund route even where the statutory right has lapsed.

Our own refund arrangement

• A Full refund — within 14 days of purchase, provided Learning Phase II has not been started.
• B Pro-rated refund — once Learning Phase II has begun, the amount is reduced in proportion to the phases already completed.
• C No refund — after the programme has been completed and the certificate issued, except under 17.6.
• D Institutional purchases — as set out in the individual agreement with the institution.

This arrangement is the same one stated in the frequently asked questions. It is granted voluntarily and does not restrict the statutory right of withdrawal under 17.1; where both apply, the one more favourable to the learner is applied.

How to request a refund

Send a request through the contact form, selecting the topic Billing, or by email to amir@ultimamemoria.ba. No reason need be given.

• A the name and email address of the account;
• B the programme purchased and the date of purchase;
• C the order or invoice reference, where available;
• D whether Learning Phase II has been started.

Receipt of a request is confirmed in writing. Where a detail is missing we ask once; the withdrawal deadline under 17.1 is met by the original message, not by the completion of missing details.

Processing and timing

Approved refunds are returned through the payment provider to the same means of payment used for the purchase. No fee is charged for a refund. We initiate payment within 14 days of approving the request; how quickly the amount appears then depends on the card issuer or bank, typically 5 to 10 working days.

Access to the programme ends when the refund is initiated. Results already recorded remain in the account for the period stated in the Privacy Policy, 15.6; a certificate already issued is withdrawn where the programme is refunded in full.

If a stated result is not reached

Where a learner has completed a programme as prescribed — all phases, all tasks and all tests, within the time limits shown in the account — and the Comprehensive Assessment Test does not confirm the performance increase stated for that programme, the case is reviewed individually and a free repeat phase is offered, so that the agreed baseline is reached. This is the undertaking published in the frequently asked questions and it is repeated here as a term.

The claim is made within 30 days of the final test, through the channel in 17.4. Assessment is based on the records held in the account: entrance test, phase completion, deadlines observed, and final test. The conditions of participation are those set out in Terms, 16.7.

Exceptions

• A Accounts closed for a serious breach of the learner obligations — in particular sharing or publishing learning materials, or manipulating test results.
• B Repeated purchase and refund of the same programme by the same person.
• C Free trials, vouchers and promotional access, which carry no purchase price to refund.

Where a payment is reversed through the card issuer without a prior request to us (a chargeback), access is suspended until the matter is resolved. Statutory rights of the learner, and the right of withdrawal under 17.1, are not affected by this section.