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CANCELLATION, REFUND, FEE POLICY AND PROCEDURE

ConnecThrive > CANCELLATION, REFUND, FEE POLICY AND PROCEDURE

The cancellation, refund and billing processes for services purchased through ConnecThrive are applied as follows, depending on the type of service (synchronous session, asynchronous digital content, blended programme), the performance status of the service and the relevant consumer legislation.

ConnecThrive is an intermediary service provider; responsibility for the content, duration, nature and performance of the service lies with the Service Provider. However, refund processes are managed by ConnecThrive.

1. CANCELLATION AND REFUND CONDITIONS BY SERVICE TYPE

Services purchased on ConnecThrive are divided into three categories:

1.1. Asynchronous Digital Content (Digital Education, Video, Module, Document, etc.)

Digital content is credited to the user’s account at the time of payment and is deemed to have been delivered immediately.

Right of Withdrawal – LEGAL BASIS

Regulation on Distance Contracts, Article 15/g:

“The right of withdrawal cannot be exercised for services performed immediately in an electronic environment.”

Therefore:

  • Digital content cannot be cancelled or refunded.

  • In the event that the user is unable to access the service or a technical fault occurs, the Service Recipient must report the situation to info@ct.prismasite.art within 24 hours.

  • Returns cannot be requested based on the nature of the content or satisfaction.

1.2. Synchronous Services (Coaching Session, Mentoring Session, Live Training)

Right of Withdrawal

The Service Recipient may exercise their right of withdrawal within 14 days if the service has not yet commenced.
Notification address: info@ct.prismasite.art

Circumstances in Which the Right of Withdrawal Cannot Be Exercised

The right of withdrawal shall cease to apply and no refund shall be made if any of the following circumstances occur:

  • If the session/meeting has been held,
  • If the Service Provider was present at the session time even if the Service Recipient did not attend the session,
  • If the Service Provider has commenced the service provision (preparation, content sharing, opening the session, etc.),
  • If the service could not be provided due to the Service Recipient’s technical inadequacy or error.

Notification of Defective/Incomplete Performance

If the Service Recipient believes that the session was defective, incomplete or not performed at all, they must:

  • Notify us in writing within 48 hours after the
  • session/appointment to info@ct.prismasite.art.

If no notification is made within this period, the service shall be deemed to have been performed without defect.

1.3. Blended Programmes (Digital Content + Synchronous Session)

Blended services consist of two separate components:

Digital content component → non-refundable under any circumstances.

(Due to immediate performance — Article 15/g)

Synchronous Session / Session part → If not yet commenced, a refund is possible.

The refund amount is calculated only based on the Session / Session part that has not yet taken place.

2. CANCELLATION POLICY (General Rules)

2.1. Failure of the Service Provider to Contact

If the Service Recipient does not receive any communication from the Service Provider within 48 hours after purchase:

  • The Service Recipient reports the situation to info@ct.prismasite.art
  • After verification, the payment is fully refunded.

2.2. Session Cancellation or Rescheduling

Cancellation by the Service Recipient:

  • If there are more than 24 hours until the session time → free cancellation/rescheduling.
  • If there are less than 24 hours until the session time → the service fee is forfeited, no refund will be given.

Cancellation by the Service Provider:

  • The Service Recipient is offered the opportunity to reschedule.
  • If the Service Recipient does not accept, the fee is refunded in full.

(Note: This clause is standard on many platforms to ensure order in the working lives of the relevant professionals.)

2.3. No-Show (Client Not Attending the Session)

If the Service Provider is present at the session time:

  • The session shall be deemed to have been performed even if the Client does not attend,
  • and no refund shall be made.

2.4. Technical Malfunction

  • If the Service Recipient’s device, connection, environment or technical capacity is insufficient → no refund will be made.
  • If there is a serious interruption originating from the Service Provider’s device/connection device → rescheduling will take place.

3. FEE, COLLECTION AND REFUND PROCESS

3.1. Programme Fee

The authority to determine the programme fee rests solely with the Service Provider.
ConnecThrive does not interfere with fee policies; it may only make recommendations from time to time.

3.2. Intermediary Service Fee (Commission)

ConnecThrive charges a 30% Agency Service Fee on the Programme Fee in return for the agency service arising from the sale of services.

Commission in the Event of a Return

  • If the service has not yet commenced → the commission shall also be refunded.

  • If the service has commenced → the commission is non-refundable.

  • If a service refund is required and the fee has been transferred to the Service Provider → the amount shall be reclaimed from the Service Provider

3.3. Transfer of Fee to the Service Provider

The amount remaining after the commission has been deducted:

  • Shall be paid to the Service Provider by the end of the first Friday following the latest sale date.

3.4. Invoice Issuance

  • The invoice for the service provided to the Service Recipient shall be issued by the Service Provider.
  • ConnecThrive shall only issue invoices to the Service Provider for the Agency Service Fee.

3.5. Refund Period

When the right to a refund arises:

  • The fee shall be refunded within 7 days at the latest,
  • using the same payment method.

4. APPLICATION AND EVALUATION PROCESS

4.1. Application Steps

  1. The Service Recipient submits their refund/cancellation request to info@ct.prismasite.art

  2. ConnecThrive reviews the request; if necessary, it requests information from the Service Provider.

  3. Refunds are initiated for eligible requests.

  4. Any amount transferred to the Service Provider is recovered.

  5. Refunds are completed within 7 days, depending on the payment method.

4.2. ConnecThrive’s Role and Scope of Responsibility

ConnecThrive:

  • Is not a party to the service; it acts solely as an intermediary.

  • The Service Provider is responsible for the nature, quality, content, and performance of the service.

  • When deciding on a refund, it evaluates the statements of both the Service Provider and the Service Recipient.

  • It is not the final decision-making authority in disputes; the consumer may apply to the relevant Consumer Arbitration Board.

5. CONSUMER APPLICATION RIGHTS

Pursuant to Law No. 6502:

  • If the refund is refused,

  • If the service was performed defectively,

  • If the right of withdrawal was not applied unjustly

The Service Recipient may apply to the following authorities:

  • Consumer Arbitration Boards (below the monetary limit)

  • Consumer Courts (above the monetary limit)

6. ENFORCEMENT

This Cancellation, Refund and Fee Policy applies to all users who make purchases through ConnecThrive and is implemented in conjunction with the Distance Selling Agreement.