Refund Policy (imfree.school and “imfree – student” app)
Last updated: January 12, 2026
This Refund Policy (the “Policy”) explains cancellation, rescheduling, credits, and refunds for Services offered by:
INDIVIDUAL ENTREPRENEUR SUKHODOLOV YURII SVIATOSLAVOVYCH (“imfree”, “we”, “us”).
This Policy applies to purchases made via imfree.school, our App, and any other authorized channels, including where a payment link originates on imfree.school and the payment is completed via redirect, iframe, or similar flow through the Pinokee platform and/or third-party payment processors.
This Policy forms part of the agreement between you and imfree together with our Terms of Service and Privacy Policy.
1) Key principle: rescheduling first
Our default remedy for lesson delivery issues is rescheduling (or credit), not refunds.
To the maximum extent permitted by applicable law, all payments are final and non-refundable, except where:
- we explicitly approve a refund in writing; or
- a refund is required by mandatory law.
Nothing in this Policy limits non-waivable consumer rights.
2) Definitions
- Lesson: a scheduled teaching session (online or in-person).
- Package: a prepaid bundle of Lessons.
- Certificate / Voucher / Gift Certificate (“Certificate“): a prepaid code, voucher, or entitlement that can be redeemed for a Package or specific Lessons.
- Trial: a trial format offered by us.
- Student: the learner (often a minor).
- Parent/Guardian: the legal representative of a minor Student.
- Pinokee: the third-party platform used for scheduling, online lesson delivery (video), and operational handling of payments/status.
- Payment Processor: Revolut, Stripe, PayPal, Wise, Paddle, WayForPay, or any other processor we enable.
3) Payments, processors, and where refunds are handled
3.1 Payment processing vs. payment handling
- Payment processing (card/bank/wallet transaction) is performed by Payment Processors under their own terms.
- Payment handling (payment status callbacks, crediting lessons/packages/certificates, and reconciliation) may be performed via the Pinokee platform.
We do not store full payment card details.
3.2 Processor fees and currency conversion
To the maximum extent permitted by law:
- Payment Processor fees, banking fees, and transaction charges are non-refundable.
- Currency conversion rates and conversion fees are determined by Payment Processors and/or banks and are not refundable.
3.3 Method and timing of refunds (if approved)
If a refund is approved:
- the refund method (original payment method, reversal, or credit) is determined by the Payment Processor’s capabilities and may be determined by us at our discretion;
- timing depends on the Payment Processor and your bank and may take several business days or longer;
- we may issue credits instead of a monetary refund where permitted.
4) Cancellations, rescheduling, no-shows (6-hour rule)
4.1 Student cancellation/rescheduling
If you cancel or request rescheduling:
- At least 6 hours before the scheduled start: we will generally reschedule the Lesson (subject to availability).
- Less than 6 hours before, or if you do not attend (no-show): the Lesson may be treated as delivered and the full Lesson value will be charged or deducted from your Package, with no refund and no transfer.
We may, but are not obligated to, grant exceptions in our sole discretion.
4.2 Late arrival
If the Student arrives late (online or in-person), we may shorten the Lesson to the remaining time or treat the Lesson as delivered.
No refunds are provided for late arrival.
4.3 Teacher cancellation
If we or a teacher cancel a Lesson, we will generally offer rescheduling. If rescheduling is not feasible, we may offer a credit or other remedy at our discretion, subject to mandatory law.
4.4 Force majeure
If a Lesson cannot be delivered due to events beyond reasonable control (including power/internet outages, platform outages, air raid alerts, war-related disruptions, governmental actions, natural disasters, or similar events), the Lesson will generally be rescheduled.
To the maximum extent permitted by law, force majeure situations do not entitle you to a refund.
5) Packages and Certificates (validity, expiry, and no partial refunds)
5.1 General rule
Packages and Certificates are prepaid and used on a per-Lesson basis.
Unless mandatory law requires otherwise:
- unused Lessons are non-refundable;
- rescheduling is the primary remedy;
- no cash value is provided for unused Lessons.
5.2 One-year validity (Package and Certificate expiry)
Unless otherwise stated at purchase, and to the maximum extent permitted by law:
- a Package is valid for 1 year (12 months) from the date the Package is paid/credited;
- a Certificate is valid for 1 year (12 months) from the date the Certificate is purchased/issued (or from the date of activation, if applicable).
After the validity period ends, any unused Lessons, balance, or entitlement is forfeited, cannot be reinstated, and cannot be refunded.
5.3 No partial refunds once any Lesson is used
To the maximum extent permitted by law:
- if you have used any Lesson from a Package (or redeemed a Certificate and used any Lesson), we do not provide prorated/partial refunds for remaining unused Lessons;
- you are responsible for scheduling and attending all remaining Lessons within the validity period.
5.4 Certificates (additional terms)
Unless mandatory law requires otherwise:
- Certificates are not redeemable for cash;
- Certificates may be non-transferable and may be void if resold or obtained through unauthorized channels;
- Certificates may be redeemed only through our approved process (which may be delivered via Pinokee).
6) Trials
We may offer trial formats including:
- Offline trial: one 30-minute session;
- Online trial: (i) a technical/introduction session and (ii) one subject Lesson.
Unless mandatory law requires otherwise:
- trial fees are non-refundable once the trial is scheduled;
- the 6-hour rule applies to trial cancellations and no-shows;
- dissatisfaction with a trial does not create a refund right.
7) When we may consider a refund (exceptional, discretionary)
To the maximum extent permitted by law, refunds (if any) are exceptional and discretionary.
We may consider (but are not obligated to approve) a refund in limited cases such as:
- a confirmed duplicate charge;
- a Lesson paid for but not delivered due to our cancellation and rescheduling is not feasible within a reasonable time;
- a technical/payment error confirmed by the Payment Processor.
Refunds are not provided for:
- dissatisfaction with educational outcomes;
- scheduling conflicts;
- failure to attend;
- device or connectivity issues on your side;
- expired Packages or Certificates;
- partially used Packages / redeemed Certificates with any Lesson already used;
- Payment Processor fees, bank fees, or currency conversion costs.
8) Time limits for refund requests
To ensure the ability to verify transactions and reconcile platform records, any refund request must be submitted:
- within 90 days from the payment date.
After 90 days, refunds are generally not possible; you may still be able to use remaining value as Lessons/credits (if not expired), at our discretion.
9) EU/EEA/UK/Norway consumer notice (right of withdrawal)
If you are a consumer in the EU/EEA/UK/Norway, you may have a 14-day right of withdrawal for distance purchases, unless an exception applies.
Important: You acknowledge that if you request the scheduling and delivery of Lessons within the withdrawal period and the service begins, your right of withdrawal may be lost or reduced to the extent the service has been performed, as permitted by law.
Where withdrawal rights apply and are not waived, any refund may be reduced to account for:
- Lessons already delivered;
- reasonable administrative costs;
- non-refundable processor fees (where permitted).
We may require an explicit checkbox/confirmation at checkout for immediate performance.
10) Chargebacks and payment disputes
If you initiate a chargeback or payment dispute:
- we may suspend access to the Services while the dispute is investigated;
- we may contest the chargeback by providing evidence (attendance logs, schedules, communications, and platform records);
- repeated or abusive disputes may result in termination, to the maximum extent permitted by law;
- chargeback fees imposed by processors/banks may be charged to you where permitted.
You agree to contact us first using the process in Section 11.
11) How to request rescheduling or a refund review
11.1 Contact
Submit your request via:
11.2 What to include
Provide:
- purchaser name;
- email and phone;
- Student name (first name is sufficient);
- lesson/package/certificate details;
- payment date/amount/currency;
- payment reference/order ID (if available);
- a short explanation and any supporting evidence.
11.3 Decision
We may request additional information. Any decision regarding refunds or credits (where permitted) is final, subject to mandatory law.
12) Changes to this Policy
We may update this Policy from time to time. The updated version will be published on imfree.school with the revised effective date. Continued use of the Services after publication constitutes acceptance to the maximum extent permitted by law.