Refund Policy

Last Updated: April 22, 2025

At Ulpar Moten, we are committed to providing high-quality educational services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our online educational platform services.

1. General Refund Eligibility

Refund requests are evaluated on a case-by-case basis and must meet specific criteria outlined in this policy. By purchasing or subscribing to our services, you acknowledge and agree to the terms set forth below.

1.1 Services Covered

This policy applies to the following services offered by Ulpar Moten:

Group online sessions and courses
Individual private lessons
Subscription-based learning paths
One-time course purchases
Premium features and add-on services

1.2 Non-Refundable Items

The following items and services are non-refundable under any circumstances:

Completed sessions or courses that have been fully accessed
Downloadable materials or resources that have been accessed or downloaded
Services purchased at promotional or discounted rates
Gift cards or promotional credits
Administrative or registration fees

2. Refund Request Timeframes

2.1 Course and Session Purchases

Refund requests for course purchases or session bookings must be submitted within the following timeframes:

Group Sessions: Requests must be made at least 48 hours before the scheduled session start time
Individual Lessons: Requests must be made at least 24 hours before the scheduled lesson time
Multi-Session Courses: Requests must be made before accessing more than 20% of the total course content or within 14 days of purchase, whichever comes first
Subscription Services: Requests must be made within 7 days of the initial subscription date and before accessing premium content

2.2 Late Requests

Refund requests submitted after the applicable timeframes may be denied. Exceptions may be made at our sole discretion for extenuating circumstances such as medical emergencies, technical platform failures, or other unforeseen events with appropriate documentation.

3. Refund Conditions and Limitations

3.1 Partial Refunds

In cases where a portion of the service has been consumed, partial refunds may be issued based on the following calculations:

For multi-session courses, refunds will be prorated based on the number of sessions not yet accessed
For subscription services, refunds will be calculated based on the unused portion of the subscription period
A processing fee may be deducted from partial refunds

3.2 Full Refunds

Full refunds may be granted under the following circumstances:

Technical issues preventing access to purchased services that cannot be resolved within a reasonable timeframe
Cancellation of a session or course by Ulpar Moten
Duplicate charges or billing errors
Significant changes to course content or instructor that materially differ from the original description
The service was not delivered as described or promised

3.3 No-Show Policy

Students who fail to attend scheduled sessions without prior cancellation are not eligible for refunds. We recommend canceling or rescheduling sessions according to the timeframes specified in this policy to avoid forfeiture of payment.

4. Subscription Cancellations

4.1 Monthly Subscriptions

Monthly subscription services may be canceled at any time. However, refunds are only available if the cancellation is requested within 7 days of the initial subscription date and premium content has not been accessed. Cancellations after this period will take effect at the end of the current billing cycle, and no refund will be issued for the current month.

4.2 Annual Subscriptions

Annual subscription services may be eligible for prorated refunds if canceled within 30 days of the initial purchase date and less than 10% of the subscription period has elapsed. After this period, no refunds will be issued, but the subscription will remain active until the end of the paid term.

4.3 Auto-Renewal

Subscriptions set to auto-renew will continue to be charged at the end of each billing cycle unless canceled before the renewal date. Refunds are not provided for auto-renewal charges unless the renewal occurred due to a technical error on our platform.

5. How to Request a Refund

5.1 Submission Process

To request a refund, please follow these steps:

Contact our support team at help@ath-cilbi.com or call +97144534360
Provide your full name, account email address, and order or transaction number
Clearly state the reason for your refund request
Include any supporting documentation if applicable
Submit your request within the applicable timeframe specified in this policy

5.2 Review Process

Once we receive your refund request, we will:

Acknowledge receipt of your request within 2 business days
Review your request and verify eligibility within 5-7 business days
Notify you of the approval or denial of your refund request
Process approved refunds within 10 business days of approval

5.3 Required Information

Incomplete refund requests may be delayed or denied. Please ensure you provide all necessary information and documentation to expedite the review process.

6. Refund Processing

6.1 Payment Method

Approved refunds will be processed using the original payment method used for the purchase. If the original payment method is no longer available, alternative arrangements may be made at our discretion.

6.2 Processing Time

Refunds are typically processed within 10 business days of approval. However, the time it takes for the refund to appear in your account may vary depending on your financial institution and can take an additional 5-10 business days.

6.3 Currency and Fees

Refunds will be issued in the same currency as the original transaction. Any currency conversion fees, transaction fees, or processing fees charged by third-party payment processors or financial institutions are non-refundable and may be deducted from the refund amount.

7. Technical Issues and Platform Failures

7.1 Platform Responsibility

If you experience technical difficulties accessing our platform or services due to issues on our end, we will work diligently to resolve the problem. If the issue cannot be resolved within a reasonable timeframe, you may be eligible for a full or partial refund depending on the extent of the disruption.

7.2 User Responsibility

Refunds will not be issued for technical issues arising from:

Inadequate internet connection or bandwidth
Incompatible devices or outdated software
Failure to meet minimum system requirements
User error or negligence
Third-party software or hardware failures

7.3 Reporting Issues

Technical issues must be reported to our support team within 48 hours of occurrence to be considered for a refund. Delayed reporting may affect eligibility.

8. Instructor or Content Changes

8.1 Instructor Substitutions

We reserve the right to substitute instructors when necessary due to illness, scheduling conflicts, or other unforeseen circumstances. If you are dissatisfied with an instructor substitution, you may request a refund within 7 days of being notified of the change, provided you have not attended more than one session with the substitute instructor.

8.2 Content Modifications

Course content may be updated or modified to improve quality and relevance. Minor updates or improvements do not qualify for refunds. However, if substantial changes are made that materially alter the nature or scope of the course, enrolled students will be notified and may request a refund within 14 days of notification.

9. Promotional and Discounted Purchases

Services purchased during promotional periods, with discount codes, or at reduced rates are generally non-refundable. Exceptions may be made on a case-by-case basis for extenuating circumstances, but promotional pricing does not extend refund eligibility beyond standard policy terms.

10. Chargebacks and Disputes

10.1 Dispute Resolution

We encourage you to contact us directly to resolve any billing disputes or concerns before initiating a chargeback with your financial institution. Chargebacks can result in account suspension and may affect your ability to access services.

10.2 Chargeback Consequences

If a chargeback is filed without first attempting to resolve the issue with our support team, your account may be subject to:

Immediate suspension or termination
Loss of access to all purchased content and services
Ineligibility for future refunds or credits
Recovery of chargeback fees and associated costs

11. Exceptions and Special Circumstances

11.1 Medical or Emergency Situations

In cases of serious illness, medical emergencies, or other exceptional circumstances that prevent you from participating in purchased services, we may grant refunds outside the standard policy terms. Documentation such as medical certificates or other proof may be required.

11.2 Bereavement

In the event of a death in your immediate family, we will work with you to provide a refund or transfer services to another individual. Please contact our support team to discuss available options.

11.3 Military Deployment or Relocation

Active military personnel facing sudden deployment or relocation may request special consideration for refunds. Official deployment orders or relocation documentation will be required.

12. Contact Information

For refund requests, questions, or concerns regarding this policy, please contact us:

Email: help@ath-cilbi.com

Phone: +97144534360

Address: 159 Naif St, Deira, Dubai, United Arab Emirates

Our support team is available to assist you and will respond to all inquiries within 2 business days.

13. Policy Updates

Ulpar Moten reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of any updates.

Material changes to this policy will be communicated via email to registered users or through prominent notice on our platform.

14. Acknowledgment and Agreement

By purchasing or subscribing to services offered by Ulpar Moten, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree with any part of this policy, please do not purchase or use our services.