Schoolobe Delivery and Return Policy

1. Electronic delivery

A digital license or platform access is sent to the e-mail address given at purchase, or activated in the designated student account, within the delivery period stated in the order summary. The live lesson service is provided according to the separately notified start date and lesson schedule. No physical shipment is made for these services.

The buyer is obliged to enter contact details correctly and to meet the stated technical requirements. In the event of an access problem, an application can be made to support@schoolobe.com with the order number and a description of the problem. An account having been opened does not mean that live lessons not yet provided have been delivered or performed.

2. Digital license fee

The name, provider, scope, duration and fee of a foreign-sourced license purchased are shown separately before payment. If the license is an intangible good delivered instantly in electronic form, or a service performed instantly, and the statutory conditions are met, there is no right of withdrawal or refund without reason for this component.

For this exception to apply, the real nature of the product, the pre-contractual information given to the consumer and its delivery in working condition are the basis. It is not sufficient merely that the license is procured from abroad, that the seller has paid the supplier, or that the supplier does not accept a refund.

Statutory rights relating to licenses that are never delivered, do not work, are contrary to the contract or are defective are reserved. The rule “the license fee is not refunded” does not remove these rights or statutory claims relating to invalid or unauthorized transactions.

3. Statutory withdrawal for live lessons

Unless there is a statutory exception, the right of withdrawal may be exercised without giving a reason and without penalty within 14 days of the conclusion of the service contract. The withdrawal notice may be sent to support@schoolobe.com, or to the address stated above in writing or by means of a durable data medium. It is sufficient for the notice to be sent within the period; no company approval or special form is required. Extended periods arising from legislation are reserved.

The statutory withdrawal exception may apply to a live education service whose performance has actually begun before the withdrawal period expired, on the buyer’s separately given positive consent. This consent is obtained separately from acceptance of the sales contract. Activation of a digital license does not by itself count as consent to early performance of the live lesson service.

In the event of a valid statutory withdrawal, the refund is not reduced by the deductions in the additional contractual refund policy below. Even where a withdrawal exception exists, the refund of unused live lessons that Schoolobe grants in Article 4 applies separately.

4. Refund of unused live lessons

Within the package usage period, the buyer may have live lessons not yet provided cancelled. The refund for unused lessons is made according to the service status on the date of notification and the previously disclosed breakdown of the fee. No separate excuse or force majeure document needs to be submitted for this request.

From the amount collected on a fully paid package, only the following are deducted: the delivered license fee that is legally outside the refund, the earned platform service fee, lessons provided that form the basis of the fee, and earlier refunds. The remaining amount is refunded; if the result is negative, the refund amount is 0. If the license and platform fees correspond to the same service, a deduction is not made twice.

For lessons of equal nature, the unit lesson fee is found by dividing the total amount, after discount, allocated to live lessons in the order by the number of lessons. Lessons used are not recalculated after cancellation at a more expensive list price. For different types of lessons, the unit fees disclosed in advance apply.

If the platform service is provided over time, only the earned portion is deducted. The fee for future platform service not yet provided cannot be left outside the refund merely because it is a separate fee item. Where the license is validly outside the refund, the remaining usage period of that license is not separately ended solely because of the cancellation of the live lessons.

For partial payments, unpaid debts relating to cancelled future services are included in the settlement and cancelled. The refund amount cannot exceed the amount received and not previously refunded. Schoolobe notifies the buyer of the calculation on the basis of components and number of lessons.

5. Non-attendance and late attendance

If the student does not attend a lesson that Schoolobe is ready to provide in accordance with the contract, misses the previously notified cancellation period in a one-to-one lesson, or does not meet the late attendance conditions, a free make-up is not mandatory. Charging for the session concerned is assessed according to previously disclosed reasonable reservation conditions and legislation.

Admission of a late student to the session is decided by the authorized education staff according to the announced attendance limit, the stage of the lesson and classroom order. The time missed is not added to the end of the lesson. A technical or organizational problem attributable to Schoolobe is not counted as student absence.

6. Termination of the service for disciplinary reasons

Parents and students must comply with lawful lesson rules notified in advance. In serious violations affecting safety or lesson order, refusal of admission to the lesson, termination of the session, temporary suspension of access or termination for just cause may be applied. The fee for the session concerned is assessed taking into account the violation and the status of service provision.

Removal from the program does not result in the fees of all lessons that will never be provided in the future automatically becoming non-refundable. For the unused portion, the settlement in the contract and mandatory legal rules apply. Schoolobe reserves the right to separately claim its proven damages.

7. Force majeure and special accommodation requests

Apart from standard refund rights, requests for compensation, postponement or special solutions based on force majeure are assessed with verifiable documents showing the date, duration and effect of the event on the service. Where an official document cannot be issued, equivalent reliable evidence may be submitted. Special accommodation requests without documents need not be accepted.

The documentation obligation does not apply to the statutory right of withdrawal without reason or to the refund of unused lessons granted in Article 4. In health documents, only the necessary information needs to be shared and unrelated sensitive information needs to be redacted.

8. Application and refund period

The application must state the buyer’s name, contact details, order number and the scope of the request. If there is a documented special request, only the necessary document is attached. Card password, CVV or a full image of the card must not be sent. The absence of an order number is not in itself grounds for rejecting the request if the transaction can be identified from other information.

Fees for services within the scope of statutory withdrawal are refunded within 14 days at the latest from the date the withdrawal notice reaches Schoolobe. The additional contractual refund right for unused live lessons is also concluded and paid within 14 days at the latest from the date the notice reaches Schoolobe. Earlier statutory periods, such as the obligation of immediate payment in a refund for a defective service, apply separately. Internal approval and review processes do not extend these periods.

The refund is made in a manner consistent with the payment instrument used at purchase, without burdening the consumer with additional costs. In statutory withdrawal refunds, Schoolobe carries out the refund transaction in a single payment as required by legislation, even where the payment was collected in installments; the way the bank reflects it on the statement may differ.

Depending on the bank’s transaction practice, it may take up to 15 days for a completed refund to be reflected in the card account or statement. This period is not added to Schoolobe’s statutory refund period and is not presented as a general statutory period granted to the bank. The refund transaction reference is shared; for a transaction that is not visible, follow-up is made with the bank and the payment institution.

9. Objections relating to card use

In a transaction carried out with the valid permission of the cardholder, the fact that the card belongs to another person or is used by a child with permission is not in itself a ground for refund. Claims of unauthorized transaction, fraud, lack of legal capacity or lack of representation are examined separately within the framework of records and legislation. Rights to apply to the bank and to the competent authorities are reserved.

10. Inability to provide the service and mandatory rights

In the event of a deficiency attributable to Schoolobe or inability to provide the service, the statutory provisions on compensation, termination and refund apply. In the case of impossibility of performance, the three-day notification period provided in legislation after the matter becomes known, and the refund obligation of 14 days at the latest from notification, are fulfilled. The mere fact that the supplier does not provide the service or does not refund the license fee is not a ground for transferring all liability to the consumer.

If the activity falls within the scope of the Ministry of National Education (MEB) private education legislation, the mandatory fee refund provisions of that legislation apply; if it is a subscription or installment sale, the mandatory provisions relating to these apply. The consumer’s rights to apply to the arbitration committee, the competent court and other competent authorities are protected.