Refund & Cancellation Policy

Effective Date: January 1, 2025
Last Updated: January 1, 2025

1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations of services provided by GoAusbildung, operated by Qogent Global ("we," "us," "our"). This policy should be read in conjunction with our Terms of Service.

By purchasing any services from GoAusbildung, you acknowledge that you have read, understood, and agree to be bound by this Refund and Cancellation Policy. Please review this policy carefully before making any payment.

2. Service Categories and Refund Eligibility

Our services are categorized into different types, each with specific refund terms:

2.1 Consultation Services

Services Included:

• Initial career consultation (30-60 minutes)
• Eligibility assessment sessions
• Career guidance consultations
• One-on-one counseling sessions

Refund Policy:

• Before Consultation: 100% refund if cancelled at least 48 hours before scheduled session
• 24-48 Hours Before: 50% refund
• Less than 24 Hours: No refund
• After Consultation: No refund once session is completed

2.2 Application Support Services

Services Included:

• Complete application assistance
• Document preparation and review
• Application submission support
• Employer matching services

Refund Policy:

• Within 7 Days of Purchase (No Work Started): 90% refund (10% administrative fee)
• After Work Commenced but Before Document Submission: 50% refund
• After Application Submission: No refund
• Application Rejection: No refund (outcome depends on multiple factors beyond our control)

2.3 German Language Training Packages

Services Included:

• Online German language courses (A1-B2 levels)
• Live tutoring sessions
• Language assessment tests
• Study materials and resources

Refund Policy:

• Within 14 Days of Purchase (Less than 25% Content Accessed): 80% refund
• Within 14 Days (25-50% Content Accessed): 50% refund
• After 14 Days or More than 50% Content Accessed: No refund
• Live Tutoring Sessions: Individual sessions follow consultation refund policy (Section 2.1)

2.4 Premium Subscription Plans

Services Included:

• Monthly or annual premium platform access
• AI-powered tools and features
• Priority customer support
• Exclusive resources and content

Refund Policy:

• Monthly Subscription: Cancel anytime; no refund for current billing period; access continues until period ends
• Annual Subscription (Within 30 Days): Pro-rated refund for unused months (minus one-month usage)
• Annual Subscription (After 30 Days): No refund; cancellation prevents auto-renewal

2.5 Visa and Immigration Support

Services Included:

• Visa application guidance
• Document verification and preparation
• Embassy appointment assistance
• Immigration consultation

Refund Policy:

• Before Document Preparation Begins: 80% refund (20% administrative fee)
• After Document Preparation Started: 40% refund
• After Visa Application Submission: No refund
• Visa Rejection: No refund (visa decisions are made by government authorities beyond our control)

2.6 Document Translation and Certification Services

Services Included:

• Professional document translation
• Notarization and apostille support
• Document certification assistance

Refund Policy:

• Before Translation Begins: 90% refund (10% administrative fee)
• After Translation Delivered: No refund (unless quality issues as per Section 4)
• Certified/Notarized Documents: No refund after certification process initiated

3. Non-Refundable Services and Fees

The following services and fees are strictly non-refundable under all circumstances:

• Third-Party Fees: Government fees, embassy fees, translation certification fees, apostille charges
• Completed Services: Any service that has been fully delivered or completed
• Digital Downloads: Downloadable guides, e-books, templates once accessed
• Promotional or Discounted Services: Services purchased during special promotions at discounted rates
• Free Trial Upgrades: Fees paid after free trial period ends
• Administrative Fees: Processing and administrative charges deducted from refunds
• Express or Rush Services: Additional fees paid for expedited processing

4. Quality Guarantee and Service Issues

4.1 Service Quality Standards

We are committed to providing high-quality services. If you are dissatisfied with the quality of our services, you may be eligible for a refund under the following conditions:

• You notify us within 7 days of service delivery
• You provide specific, documented concerns about service quality
• You allow us a reasonable opportunity (14 days) to remedy the issues
• The quality concerns are substantial and verifiable

4.2 Dispute Resolution

If you believe you have received substandard services:

1. Contact our customer support at support@goausbildung.com within 7 days
2. Provide detailed explanation and evidence of quality issues
3. Allow us 5 business days to investigate and respond
4. We will offer remedies: service correction, partial refund, or full refund (at our discretion)

4.3 Technical Issues

If you experience technical issues preventing access to our Platform or services:

• Report issues immediately to support@goausbildung.com
• We will work to resolve technical issues within 48 hours
• If issues persist beyond 7 days, you may request a pro-rated refund for affected period
• No refund for minor or temporary technical disruptions (less than 24 hours)

5. Cancellation Procedures

5.1 How to Cancel Services

To cancel services or request a refund:

1. Log in to your GoAusbildung account
2. Navigate to "My Services" or "Billing & Subscriptions"
3. Select the service you wish to cancel
4. Click "Request Cancellation" or "Request Refund"
5. Provide reason for cancellation (optional but helpful)
6. Submit your request

Alternative Method:

• Email: billing@goausbildung.com
• Include: Your full name, account email, service details, order number, and reason for cancellation

5.2 Cancellation Processing Time

• Acknowledgment: Within 24 hours of submission
• Review: 3-5 business days to review cancellation request
• Refund Processing: 5-7 business days after approval
• Total Timeline: Up to 14 business days from request to refund receipt

5.3 Subscription Cancellation

For recurring subscriptions:

• Cancel at least 48 hours before next billing date to avoid charges
• Cancellation takes effect at end of current billing period
• No pro-rated refunds for partial month usage (except annual plans as per Section 2.4)
• Access continues until end of paid period
• Reactivation possible within 90 days without data loss

6. Refund Processing

6.1 Refund Methods

Refunds will be issued using the same payment method as the original purchase:

• Credit/Debit Card: 7-14 business days (depending on your bank)
• PayPal: 5-7 business days
• Bank Transfer: 10-15 business days
• Digital Wallets: 3-7 business days

Note: We cannot issue refunds to different accounts or payment methods than originally used for security reasons.

6.2 Refund Currency

Refunds will be processed in the same currency as the original transaction. If exchange rates have changed, you may receive a slightly different amount in your local currency. We are not responsible for currency conversion fees or exchange rate fluctuations.

6.3 Partial Refunds

In certain situations, partial refunds may be granted:

• Partial service completion at time of cancellation
• Resolution of quality issues through service corrections
• Pro-rated refunds for unused subscription periods
• Administrative fees deducted as per service category

7. Special Circumstances

7.1 Force Majeure

In cases of force majeure events (natural disasters, pandemics, war, government restrictions, etc.) that prevent service delivery:

• We will offer service rescheduling or credit for future services
• Refunds will be considered on a case-by-case basis
• No refund for third-party fees already paid to external entities

7.2 Medical Emergencies

If you cannot continue with services due to documented medical emergencies:

• Provide medical certificate or documentation within 14 days
• We will offer service pause (up to 6 months) or pro-rated refund
• Decision at our discretion based on circumstances and documentation

7.3 Change in Immigration Laws

If German immigration laws change significantly and affect your eligibility:

• We will assess your situation and advise on alternatives
• Service credits or partial refunds may be offered (at our discretion)
• No refund for work already completed or third-party fees

8. Disputed Charges and Chargebacks

8.1 Contact Us First

Before initiating a chargeback with your bank or credit card company, please contact us directly at billing@goausbildung.com. We are committed to resolving billing disputes fairly and promptly.

8.2 Chargeback Policy

If you initiate a chargeback:

• Your account will be immediately suspended pending investigation
• We will provide evidence of service delivery to your financial institution
• If chargeback is ruled in your favor, account remains closed
• If chargeback is ruled in our favor, you remain liable for original charges plus any chargeback fees
• Fraudulent chargebacks may result in legal action and reporting to authorities

8.3 Unauthorized Charges

If you notice unauthorized charges on your account:

• Contact us immediately at security@goausbildung.com
• We will investigate within 48 hours
• Verified unauthorized charges will be refunded within 5 business days
• Your account security will be reviewed and strengthened

9. Abuse and Fraud Prevention

We reserve the right to refuse refunds or suspend accounts if we detect:

• Repeated refund requests indicating pattern of abuse
• False information provided to obtain refunds
• Services consumed in full before requesting refund
• Violation of our Terms of Service
• Fraudulent activity or identity theft
• Chargebacks after services fully delivered

Users engaging in refund abuse or fraud may face:

• Permanent account termination
• Ban from future service use
• Legal action to recover damages
• Reporting to fraud prevention agencies

10. Exceptions and Management Discretion

While this policy outlines our standard refund procedures, GoAusbildung management reserves the right to:

• Grant exceptions to this policy in extraordinary circumstances
• Offer alternative resolutions (service credits, extended access, additional support)
• Modify refund terms for promotional or partnership services
• Make final decisions on disputed refund requests

All refund decisions made by management are final and binding.

11. Tax and Accounting

Please note:

• Refunds do not include any taxes or processing fees you may have paid
• You are responsible for any tax implications of refunds in your jurisdiction
• We will provide refund receipts for your accounting records
• Refunds may take 1-2 billing cycles to appear on your statement

12. Updates to This Policy

We may update this Refund and Cancellation Policy from time to time. Material changes will be communicated via:

• Email notification to all active users
• Prominent notice on our Platform
• Update of the "Last Updated" date at the top of this policy

Changes take effect immediately upon posting. Services purchased before policy changes remain subject to the policy in effect at time of purchase.

13. Contact Information

For refund requests, cancellations, or questions about this policy, please contact:

14. Governing Law

This Refund and Cancellation Policy is governed by the laws of the United Arab Emirates. Any disputes arising from refund requests will be subject to the dispute resolution procedures outlined in our Terms of Service.