Cancellation and refunds

Withdrawal from the Contract and Cancellation Policy

1. Consumer's right of withdrawal within 14 days: A Participant who is a consumer and who has concluded the contract by means of distance communication (e.g. via an online form or e-mail) has the right to withdraw from the contract without giving a reason within 14 calendar days from the date on which the contract was concluded, pursuant to Act No. 108/2024 Coll. on Consumer Protection (Slovak Republic).

2. The Participant must send the notice of withdrawal in writing to the Provider's registered address or by e-mail to institut.paulus@gmail.com.

3. If the Participant requests that the provision of services begin before the 14-day withdrawal period expires, the Participant is obliged to pay the Provider the price corresponding to the performance actually rendered up to the moment the notice of withdrawal is delivered.

4. Cancellation terms before the start of the course (outside the statutory 14-day period):
o Withdrawal more than 14 days before the scheduled start of the course: cancellation fee 0 % (100 % of the course fee refunded).
o Withdrawal between 14 and 7 days before the scheduled start of the course: cancellation fee 30 % of the course price.
o Withdrawal less than 7 days before the scheduled start of the course: cancellation fee 50 % of the course price.
o Withdrawal on the day the course starts or after it has started: cancellation fee 100 % of the course price (the course fee is not refunded).

5. In justified cases (e.g. serious health reasons substantiated by a medical certificate), the management of the Language School may decide to transfer a proportionate part of the course fee to the following semester or to another course.

Complaints Procedure and Alternative Dispute Resolution

1. If the services provided do not meet the declared quality or show defects, the Participant has the right to file a complaint.

2. The complaint must be filed without undue delay, at the latest within 14 days of discovering the defect, in writing by post to the school's registered address or by e-mail to institut.paulus@gmail.com. The complaint must contain a description of the alleged defects.

3. The Provider shall examine the complaint and issue a written statement (complaint record) no later than 30 days from its delivery.

4. In the case of a justified complaint, the Participant has the right to have the defects remedied free of charge, to be provided with a substitute lesson, or to receive a reasonable discount on the course price.

5. Alternative dispute resolution (ADR): If the Participant, being a consumer, is not satisfied with the way the Provider handled the complaint, the Participant has the right to contact the Provider with a request for redress. If the Provider responds in the negative or fails to respond within 30 days, the consumer has the right to submit a proposal for the commencement of alternative dispute resolution to an ADR entity (e.g. the Slovak Trade Inspection, SOI, www.soi.sk).