Our promise is simple: you never pay for lessons your child didn't receive. Unused lessons are refundable, rescheduling is free with 24 hours' notice, and every refund request gets a human answer within one business day at support@azuverse.com.
1. Quick overview
| Situation | What you get |
|---|---|
| Cancel an assessment ≥ 24 h before start | 100% refund or free rebooking |
| Cancel an assessment < 24 h before start | One free rebooking; refund at our discretion |
| Reschedule any lesson ≥ 24 h before start | Free, unlimited |
| Cancel a lesson < 24 h / no-show | Lesson is counted as used (documented emergencies reviewed individually) |
| Stop using a package during its validity | Pro-rata refund of all unused lessons |
| Specialist cancels / technical failure on our side | Lesson not deducted + priority rebooking |
| First lesson with a new specialist didn't fit | Free re-match; that lesson is on us |
2. Package refunds in detail
- A "package" is a prepaid set of 8, 16 or 32 lessons valid for 6 months from purchase.
- If you stop, we refund: (package price) − (lessons used × the single-lesson price of US$39), never less than zero. Example: you bought 16 lessons for US$499 and used 6 → refund = 499 − 6×39 = US$265.
- Refund requests can be made at any time while the package is valid, by email from the address used at purchase.
3. How refunds are paid
- Refunds go to the original payment method (the card used at purchase), in US dollars (USD).
- We confirm and initiate the refund within 3 business days of your request; banks typically post it within 5–10 business days after initiation.
- Currency-conversion differences and third-party bank fees are outside our control and are not compensated.
4. Promotions and discounted purchases
If a package was bought at a promotional price, refunds are calculated from the price actually paid, using the same formula. Free bonus lessons have no cash value.
5. How to request a refund or cancellation
- Email support@azuverse.com with the subject "Refund request", your name and the child's first name — or call/WhatsApp +971 50 379 9550.
- No forms, no questionnaires required; we may ask one question — what went wrong — because it helps us improve, but answering is optional.
6. Chargebacks
If something went wrong, please contact us before opening a dispute with your bank — we resolve almost every case faster than the chargeback process. This policy does not limit any non-waivable rights you have under the consumer-protection laws of your country of residence.
7. Contact
Azuverse Platform L.L.C-FZ · Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. · support@azuverse.com · +971 50 379 9550