Refund & Cancellation Policy

Effective Date: January 1, 2026
Last Updated: January 1, 2026

1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions for refunds and cancellations related to Azubi's marketplace platform and premium services, operated by Azubi ("we," "us," "our"). This policy should be read in conjunction with our Terms of Service.

Important: Azubi operates as a two-sided marketplace platform connecting international students with German employers. Most core marketplace features are completely FREE for students. This policy primarily addresses refunds for optional premium features and services.

By purchasing any premium services from Azubi, you acknowledge that you have read, understood, and agree to be bound by this Refund and Cancellation Policy. Please review this policy carefully before making any payment.

2. Free Marketplace Access (No Refunds Applicable)

The following core marketplace features are completely FREE for students and require no payment:

• Creating and managing your student profile
• Browsing unlimited job postings from verified German employers
• Submitting unlimited job applications to Ausbildung positions
• Direct messaging with employers through our platform
• Profile strength scoring and optimization recommendations
• Basic German learning tools (vocabulary flashcards, AI chat tutor)
• Basic CV builder with standard templates
• Interview preparation resources and mock interview questions
• Cultural integration guides and city information
• Document upload and storage (standard limits apply)
• Access to help center and documentation

No refunds are applicable for these features as they are provided free of charge. We reserve the right to modify or discontinue free features with 30 days' notice.

3. Free Platform Features

All core AI-powered tools on Azubi are completely free with no limits. This includes unlimited AI application kits, CV exports, cover letters, German learning tools, and interview preparation. As these services are provided free of charge, no refund policy applies to them.

3.1 EU/German Consumer Right of Withdrawal (Widerrufsrecht)

For consumers in the European Union and Germany: Under EU Consumer Rights Directive and German Civil Code (BGB §§ 312g, 355), you have a statutory 14-day right of withdrawal for paid services.

Right of Withdrawal

You have the right to withdraw from paid service contracts within 14 days without giving any reason. The withdrawal period expires 14 days after the day of the conclusion of the contract (purchase date).

Exception for Services Already Provided

Important: For the Consultation Package, work begins immediately upon enrollment (profile assessment, document preparation, company research). By enrolling, you expressly consent to the immediate commencement of service delivery and acknowledge that you lose your right of withdrawal once work has commenced.

How to Exercise Withdrawal

To withdraw from a paid service before work begins, send an unequivocal statement to [email protected]. You may use this model withdrawal form:

4. Paid Services (Consultation Package and Optional Features)

The following sections outline refund eligibility for our paid services. Our primary paid service is the Consultation Package (Apply For Me service).

4.1 Voice Conversation Practice Credits (ElevenLabs)

Service Description:

• Real-time voice-to-voice interview practice with AI
• Credit-based system (credits purchased in packages)
• Speech analysis and performance feedback

Refund Policy:

• Within 7 Days of Purchase (Unused Credits): 100% refund for completely unused credit packages
• Within 7 Days (Partially Used): Pro-rated refund for remaining unused credits (minimum 50% of package unused)
• After 7 Days or More Than 50% Credits Used: No refund
• Credit Validity: Unused credits remain valid for 12 months from purchase date

4.2 Advanced German Language Assessments

Service Description:

• Comprehensive German level testing (A1-B2)
• Detailed reading and writing assessments
• Official certificate upon completion

Refund Policy:

• Within 14 Days (Not Yet Accessed): 100% refund if assessment not started
• After Assessment Started: No refund (assessment content has been delivered)
• Technical Issues: Full refund if technical problems prevent assessment completion (must report within 48 hours)

4.3 Premium CV Templates and Exports

Service Description:

• Professional German-standard CV templates
• PDF and DOCX export capabilities
• AI-powered content enhancement

Refund Policy:

• Within 7 Days (Not Downloaded): 100% refund if templates not downloaded or exported
• After Download/Export: No refund (digital content has been delivered)
• Quality Issues: Replacement or refund if templates have technical defects (must report within 48 hours of download)

4.4 Azubi Consultation Package (Done-For-You Application Service)

Service Description:

Our Consultation Package is a comprehensive done-for-you application service where our experts apply to German Ausbildung positions on your behalf. This service uses a success-based payment model that aligns our interests with your success.

• Comprehensive profile assessment and eligibility review
• Personalized company and position research
• Professional application document preparation (CV, cover letters in native German)
• 30+ expert applications submitted on your behalf
• Real-time application tracking dashboard
• Dedicated personal counselor
• Interview preparation support
• Visa guidance and support upon offer
• 12-month validity covering 2 application intakes

Payment Structure

• Advance Payment: Due at enrollment to begin the service
• Success Fee: Due only upon receiving a confirmed Ausbildung offer from a German company

This success-based model means we share your risk - the majority of our compensation depends on achieving results for you. If you don't receive an offer, you don't pay the success fee.

Advance Payment - Non-Refundable

The advance payment is non-refundable regardless of outcome. This payment covers actual work performed immediately upon enrollment:

• Comprehensive profile assessment and eligibility verification
• Personalized company and position research based on your qualifications
• Professional CV optimization and preparation
• Native-level German cover letter creation
• Platform access and dashboard setup
• Initial counselor consultation and strategy planning

Why non-refundable: Unlike subscription services, consultation work begins immediately after enrollment. Our team invests significant time and expertise upfront - profile assessment, document preparation, and company research represent real work that cannot be "returned" once performed.

Success Fee - Performance-Based

The success fee is only charged when you receive a confirmed Ausbildung offer:

• No offer = No success fee charged
• "Confirmed offer" means a written offer of an Ausbildung training contract from a German company
• Success fee due within 14 days of accepting your offer
• Multiple offers do not incur multiple success fees - one fee per enrollment

Our Commitment to You

This payment structure reflects our confidence in our service and alignment with your goals:

• We invest significant time and expertise upfront with our primary compensation tied to your success
• If you don't receive an offer within your 12-month validity period, we extend your enrollment by one additional intake (6 months) at no extra cost
• We only accept students whose profiles indicate a realistic chance of success

Cancellation Policy

You may cancel your enrollment at any time by contacting [email protected]:

• Advance payment: Non-refundable (work already performed)
• Success fee: Not applicable if cancelled before receiving an offer
• In-progress applications: Will be terminated upon cancellation
• Platform access: Continues for completed AI-generated documents

What Happens If You Don't Get an Offer

• You keep all prepared materials (optimized CV, cover letters, application documents)
• No success fee is charged
• We extend your validity by one intake (6 months) at no additional cost
• Your free marketplace account remains active indefinitely

4.5 Document Verification Services

Service Description:

• Professional verification of educational certificates
• Document authentication and validation
• Verification azubi-badge on student profile

Refund Policy:

• Before Verification Process Begins: 90% refund (10% administrative fee)
• After Verification Completed: No refund (service has been delivered)
• Verification Failure (Due to Invalid Documents): No refund (not a service defect)

4.6 Premium Profile Features (Future)

Service Description:

• Enhanced profile visibility to employers
• Priority ranking in employer searches
• Advanced analytics and insights

Refund Policy:

• Monthly Subscription: Cancel anytime; no refund for current billing period; access continues until period ends
• Annual Subscription (Within 30 Days): Pro-rated refund for unused months (minus one-month usage)
• Annual Subscription (After 30 Days): No refund; cancellation prevents auto-renewal

5. No Refunds for Marketplace Outcomes

IMPORTANT: Please read this section carefully.

As a marketplace platform connecting students with employers, we provide tools and technology to facilitate job discovery and applications. However, we explicitly do NOT guarantee employment outcomes. No refunds are provided based on:

• Job Application Results: Whether employers respond to, review, or accept your applications
• Interview Invitations: Whether you receive interview invitations from employers
• Job Offers: Whether employers extend job offers or Ausbildung contracts
• Employer Response Time: How quickly (or if) employers respond to your applications
• Employer Hiring Decisions: Which candidates employers choose to hire (this is entirely at employer discretion)
• Matching Accuracy: The quality or relevance of job matches shown to you
• Profile Views: The number of employers who view your profile
• Platform Competition: The number of other students applying for the same positions
• Visa Outcomes: German visa approval or denial (decided by government authorities)
• Training Program Acceptance: Admission decisions made by Ausbildung programs or schools

We provide a platform and tools to optimize your job search, but employment success depends on many factors including your qualifications, experience, German language proficiency, employer needs, and market conditions—all beyond our control.

6. Non-Refundable Services and Fees

The following services and fees are strictly non-refundable under all circumstances:

• Completed Digital Services: Any premium service that has been fully delivered (downloaded CVs, completed assessments, used voice credits)
• Data Already Shared: Services where your profile or application data has already been shared with employers
• Promotional or Discounted Services: Premium features purchased during special promotions at discounted rates
• Administrative Fees: Processing and administrative charges deducted from approved refunds
• Third-Party Processing Fees: Payment processor fees (Stripe, PayPal, etc.) are not refunded
• Expired Credits: Voice conversation credits or other time-limited services that have expired
• Account Violations: Services purchased by accounts terminated for Terms of Service violations

7. Marketplace-Specific Refund Limitations

Due to the nature of our two-sided marketplace, the following limitations apply to refunds:

7.1 Data Sharing and Applications

No refunds are available once:

• Your profile data has been shared with employers (through applications or public profile visibility)
• You have submitted applications to job postings (data transmitted to employers)
• Employers have viewed your profile or application materials
• You have engaged in messaging conversations with employers
• AI-generated content (cover letters, CV enhancements) has been created and delivered to you

7.2 Account Termination and Violations

No refunds are provided if:

• Your account is terminated for violating our Terms of Service
• You provide false or fraudulent information in your profile
• You engage in prohibited activities (spam applications, harassment, etc.)
• You create duplicate accounts or circumvent platform restrictions
• Your account is suspended due to suspicious or abusive behavior

7.3 Service Usage and Consumption

Refunds are not available for:

• Premium features that have been accessed or used (even partially)
• Digital content that has been downloaded or exported
• Credits that have been consumed (voice conversation minutes, assessment attempts)
• Services where the primary benefit has been delivered (AI content generation, document verification)

8. Quality Guarantee and Technical Issues

8.1 Service Quality Standards

We are committed to providing high-quality premium services. If you experience genuine quality issues with paid features, you may be eligible for a refund under these conditions:

• You notify us at [email protected] within 7 days of service delivery
• You provide specific, documented evidence of quality defects (screenshots, error messages, etc.)
• The issue is verifiable and represents a substantial service defect (not subjective dissatisfaction)
• You allow us a reasonable opportunity (up to 14 days) to remedy the issues

8.2 Technical Issues

If you experience technical issues preventing access to purchased premium features:

• Report issues immediately to [email protected]
• We will investigate and work to resolve technical issues within 48 hours
• If issues persist beyond 7 days due to platform problems (not user error or connectivity), you may request a pro-rated refund
• No refund for minor or temporary disruptions (less than 24 hours cumulative)
• No refund for issues caused by your device, browser, or internet connection

8.3 Dispute Resolution Process

If you believe you received defective premium services:

1. Contact [email protected] within 7 days with detailed explanation and evidence
2. We will investigate your claim within 5 business days
3. We will offer appropriate remedies: service correction, credit for future use, partial refund, or full refund (at our discretion)
4. Our decision on refund disputes is final and binding

9. Refund Processing and Timelines

9.1 Refund Methods

Approved refunds will be issued using the same payment method as the original purchase:

• Credit/Debit Card: 7-14 business days (depending on your bank's processing time)
• PayPal: 5-7 business days
• Bank Transfer: 10-15 business days (international transfers may take longer)
• Digital Wallets: 3-7 business days

Important: We cannot issue refunds to different payment methods or accounts than originally used for security reasons.

9.2 Partial Refunds

In certain situations, partial refunds may be granted:

• Partial use of credit packages (voice conversation credits)
• Pro-rated refunds for unused portions of annual subscriptions
• Resolution of quality issues through service corrections with compensation
• Administrative fees deducted as specified in service category refund policies

9.3 Refund Currency and Exchange Rates

Refunds are processed in the same currency as the original transaction. If exchange rates have changed since purchase, you may receive a slightly different amount in your local currency. We are not responsible for currency conversion fees or exchange rate fluctuations.

9.4 Refund Processing Timeline

• Acknowledgment: Within 24 hours of refund request submission
• Review and Investigation: 3-7 business days to review eligibility and verify service usage
• Approval/Denial Decision: Notification sent via email with decision and reasoning
• Refund Issuance: 5-7 business days after approval for refund to be initiated
• Bank Processing: Additional 7-14 business days for funds to appear in your account (varies by payment method)
• Total Timeline: Up to 21 business days from request to funds receipt in your account

10. Cancellation Procedures

10.1 How to Request Refunds or Cancel Subscriptions

Primary Method (Recommended):

1. Log in to your Azubi student dashboard
2. Navigate to "Settings" → "Billing & Subscriptions"
3. Select the premium service you wish to cancel or request a refund for
4. Click "Request Refund" or "Cancel Subscription"
5. Provide reason for cancellation (optional but helps us improve)
6. Submit your request and receive confirmation email

Alternative Method (Email):

• Email: [email protected]
• Include: Full name, account email, service/product name, order/transaction number, purchase date, and detailed reason for refund request
• Subject Line: "Refund Request - [Your Name] - [Service Name]"

10.2 Consultation Enrollment Management

For consultation service (Apply For Me) enrollment:

• Validity Period: Your enrollment is valid for 12 months from the enrollment date
• No Cancellation After Work Begins: Once our team begins working on your applications, the advance payment is non-refundable
• Success Fee: Only payable when you receive an Ausbildung offer; no success fee charged otherwise
• Extension Policy: If no offers are received within the validity period, we extend by one additional intake at no extra cost
• Free Platform Access: All free platform features remain available regardless of enrollment status
• Contact: Email [email protected] for any enrollment inquiries

10.3 Account Deletion

Important Distinction:

• Account Deletion: Removes entire account, profile, applications, and data; cannot be undone; no refunds for active consultation enrollments
• Free Access: All platform features are free; deleting your account simply removes your data

If you wish to delete your account entirely, please see our Privacy Policy and contact [email protected].

11. Future Pricing and Fee Introduction

Important Notice: The Azubi marketplace is currently free for students. However, we reserve the right to introduce fees for certain features in the future to sustain and improve the platform.

11.1 Notice Period for New Fees

If we decide to introduce fees for currently free features:

• Minimum 30 days' advance notice will be provided via email and platform notification
• Clear disclosure of which features will become paid and associated pricing
• Existing users may receive grandfathered pricing or temporary free access periods
• Core marketplace functions (profile creation, job browsing, basic applications) will remain accessible
• You may choose to discontinue using paid features without penalty

11.2 Transparency Commitment

Before any feature becomes paid:

• Complete pricing details will be published on our website
• Terms of service and refund policy will be updated accordingly
• You will receive explicit notification before being charged for any new paid features
• All fees will be clearly disclosed before purchase with no hidden charges

11.3 Grandfathering Policy

We value our early users. If we introduce new fees:

• Long-standing users (6+ months on platform) may receive permanent or temporary discounts
• Users actively using features when they become paid may receive grace periods (3-6 months free access)
• Special pricing tiers may be offered to existing users at lower rates than new users
• Specific grandfathering terms will be announced when fees are introduced

12. Special Circumstances and Exceptions

12.1 Force Majeure Events

In cases of force majeure events (natural disasters, pandemics, war, government restrictions, infrastructure failures, etc.) that prevent access to purchased premium services:

• We will extend service access periods or credit validity to compensate for downtime
• Refunds will be considered on a case-by-case basis depending on duration and impact
• Platform downtime exceeding 7 consecutive days may qualify for pro-rated refunds
• We are not liable for external events beyond our reasonable control

12.2 Medical Emergencies or Personal Hardship

If you cannot continue with purchased premium services due to documented emergencies:

• Contact [email protected] with documentation (medical certificate, official documents, etc.)
• We will offer service pause (up to 6 months, extending credit validity) or partial pro-rated refund
• Decisions made at our discretion based on circumstances, documentation, and service usage
• Free marketplace features remain available during service pause

12.3 Changes in German Immigration Law

If German immigration laws or Ausbildung regulations change significantly and directly affect your eligibility for vocational training:

• We will provide updated guidance and alternative pathway recommendations
• Service credits for future use or partial refunds may be offered (at our discretion)
• No refund for premium services already consumed (assessments taken, credits used, consultations completed)
• Free marketplace access continues regardless of immigration law changes

12.4 Platform Discontinuation

In the unlikely event that Azubi discontinues operations:

• Minimum 90 days' advance notice will be provided to all users
• Pro-rated refunds for unused portions of annual subscriptions or unexpired credits
• Opportunity to export your profile data, documents, and application history
• Assistance in transitioning to alternative platforms (if available)

13. Disputed Charges and Chargebacks

13.1 Contact Us First

Before initiating a chargeback with your bank or credit card company, please contact us directly at [email protected]. We are committed to resolving billing disputes fairly, promptly, and in good faith. Most issues can be resolved quickly through direct communication.

13.2 Chargeback Policy

If you initiate a chargeback without first contacting us:

• Your account will be immediately suspended pending investigation
• We will provide evidence of service delivery, usage logs, and terms acceptance to your financial institution
• If chargeback is ruled in your favor, your account will remain permanently closed
• If chargeback is ruled in our favor, you remain liable for original charges plus any chargeback fees ($25-50)
• Fraudulent or unjustified chargebacks may result in legal action and reporting to fraud prevention authorities
• You will be unable to create new accounts on our platform

13.3 Unauthorized Charges

If you notice genuinely unauthorized charges on your account (not made by you):

• Contact us immediately at [email protected] or [email protected]
• We will investigate within 48 hours and review transaction logs and account activity
• Verified unauthorized charges will be fully refunded within 5 business days
• Your account security will be reviewed, password reset azubi-required, and two-factor authentication recommended
• We may file reports with authorities if fraud or identity theft is suspected

14. Refund Abuse and Fraud Prevention

We reserve the right to refuse refunds, withhold future refund eligibility, or suspend accounts if we detect:

• Repeated refund requests indicating a pattern of abuse (requesting refunds after consuming services)
• False information provided to obtain refunds (fake documentation, misrepresentation of service issues)
• Full service consumption before refund requests (using all credits, completing assessments, then requesting refund)
• Violation of Terms of Service (creating fake profiles, spam applications, harassment)
• Fraudulent activity (stolen payment methods, identity theft, account sharing)
• Serial chargebacks after receiving and using premium services
• Refund manipulation (creating multiple accounts to exploit refund policies)

14.1 Consequences of Refund Abuse

Users engaging in refund abuse or fraud may face:

• Permanent account termination with loss of all data and access
• Ban from platform - inability to create new accounts or access services
• Legal action to recover damages, fees, and legal costs
• Reporting to authorities and fraud prevention agencies
• Collection proceedings for outstanding balances and chargeback fees

15. Management Discretion and Exceptions

While this policy outlines our standard refund procedures, Azubi management reserves the right to:

• Grant exceptions to this policy in extraordinary, documented circumstances
• Offer alternative resolutions (service credits, extended credit validity, additional support, complimentary features)
• Modify refund terms for promotional campaigns or partnership services (terms disclosed at time of purchase)
• Make final decisions on disputed refund requests after thorough investigation
• Deny refunds that do not meet policy criteria, regardless of customer dissatisfaction

All refund decisions made by Azubi management are final and binding. Decisions will be communicated in writing via email with reasoning provided.

16. Tax, Accounting, and Financial Matters

Please note the following regarding refunds and taxation:

• Refunds do not include any VAT, sales tax, or payment processing fees you may have paid
• You are responsible for any tax implications of purchases and refunds in your jurisdiction
• We will provide refund receipts for your accounting and tax records upon request
• Refunds may take 1-2 billing cycles to appear on your credit card or bank statement
• Payment processor fees (Stripe, PayPal, etc.) are non-refundable and may be deducted from refund amounts
• For tax-related questions, consult your local tax advisor; we do not provide tax advice

17. Updates to This Refund Policy

We may update this Refund and Cancellation Policy from time to time to reflect changes in our services, legal requirements, or business practices. Material changes will be communicated via:

• Email notification to all users with active premium services
• Prominent notice on our platform dashboard and website
• Update of the "Effective Date" and "Last Updated" date at the top of this policy
• Changelog entry documenting what has changed

Effective Date of Changes:

• Changes take effect immediately upon posting for new purchases
• Existing premium services purchased before policy changes remain subject to the policy in effect at time of purchase
• Ongoing subscriptions will transition to new policy terms at next renewal (with 30 days' notice)

We recommend reviewing this policy periodically, especially before purchasing premium services.

18. Contact Information

For refund requests, cancellations, billing questions, or inquiries about this policy, please contact:

19. Governing Law and Dispute Resolution

This Refund and Cancellation Policy is governed by the laws of the Kingdom of Morocco. Any disputes arising from refund requests or this policy will be subject to the dispute resolution procedures outlined in our Terms of Service.

19.1 Informal Resolution

Before taking legal action, you agree to first attempt informal resolution by contacting us at [email protected]. We will make good-faith efforts to resolve disputes within 30 days.

19.2 Jurisdiction

• For users outside the European Union: Exclusive jurisdiction with the courts of Morocco
• For users within the European Union: Consumer protection laws in your local jurisdiction may apply; GDPR-related disputes fall under German or local courts

20. Acknowledgment and Agreement

BY PURCHASING ANY PAID SERVICES FROM Azubi, YOU ACKNOWLEDGE THAT:

• You have read and understood this Refund and Cancellation Policy in its entirety
• You agree to be bound by the terms and conditions outlined in this policy
• You understand that all core AI tools and marketplace features are completely free
• You understand that refunds are not available based on job application outcomes or marketplace results
• You understand that refunds for paid services are subject to specific eligibility criteria and timelines
• You understand your EU/German right of withdrawal (14 days) and its exceptions for services already commenced
• You understand that Consultation Package advance payments are non-refundable as they cover immediate work
• You understand that Consultation Package success fees are only charged upon receiving a confirmed offer
• You understand that all refund decisions are final and made at our discretion