Refund policy

This policy covers what you buy on the platform: individual courses and the “ataa Unlimited” subscription — the subscription is covered here because this is the page that states it is **non-refundable**. Its founding rule is explicit: there are no automatic refunds here. Submitting a request is your right within 30 days of payment confirmation **for individual course purchases**; the decision is made by a person who has read your request and your case, and it reaches you by email with its reason. **The subscription is non-refundable** and that window does not apply to it — see “The subscription” below.

This policy does not limit your mandatory consumer rights under the law where you live: what the law gives you remains yours even if this document does not mention it.

• The window — 30 days — runs from payment confirmation, not from your first viewing.
• Whoever decides your request reads how much of the course you have watched and how many days have passed since purchase; both are visible to them in your account record.
• Watched percentage is measured against the total video length of the course, from progress actually recorded by the player rather than the number of lessons you opened. Re-watching the same lesson is not counted twice.
• Downloading the attached files or taking a quiz does not forfeit your right to ask.

Cases usually approved: a technical fault that stopped you watching and was not fixed after you told us; a material difference between the course description and its content; promised content missing from the sales page; buying the same course twice by mistake; the course being withdrawn from the platform before you got meaningfully through it; documented force majeure. Cases usually refused: requests that arrive after most of the course is finished, and repeat requests in a pattern that suggests working the policy rather than needing it.

A double purchase is a special case: the same account paying twice for the same course is a fault in our flow, not in your choice, and the extra payment is returned. Excessive requesting, on the other hand — three or more approved refunds within ninety days — flags the account for extra review, and some purchase methods and coupons may be restricted on it.

• You file a request by writing to support at support@ataa.ai. There is no self-service refund button in your account; writing to us is the only route.
• Tell us your order reference or the email address you bought with, the course, and your reason, with as much detail as you like.
• A person on our team reads it and decides case by case. We do not promise a fixed turnaround, and we try not to keep you waiting.
• The decision reaches you in writing, at the same address you wrote from. A refusal comes with its reason and a way to reply to it.

You can equally open a ticket from the contact page under the “Refunds” topic if that suits you better; it reaches the same team.

• We issue the refund instruction by hand to the same payment provider that took the money, once the request is approved.
• There is no refund-request record in your account and no status for you to follow: the decision, and its confirmation, reach you by email. We issue the refund by hand with the provider, a person on our team then records it in our financial records, and the money arriving is visible on your card statement or in your account with the provider.
• The system issues a sequentially numbered credit note against your original invoice, and you will find it in your account — it is the accounting document that answers the invoice, because issued invoices are never deleted or edited.
• Your access to the refunded course ends. Your progress record is kept as it was and is not deleted.
• If a certificate had already been issued to you for that course, we may invalidate its verification when the refund is approved.

The money always returns to the same payment method you bought with, in the currency of the order. We do not send it to a different bank account or to platform credit unless returning it to source is technically impossible — a closed card, or the provider’s refund window having expired — in which case we contact you and agree an alternative. If fourteen working days pass from the approval notice and nothing has appeared, write to us with your order reference and we will chase the provider on your behalf.

• What comes back is what you actually paid: the amount after discounts exactly as it appeared on your invoice, not the pre-coupon list price.
• A course refund covers that course’s invoice line in full; we do not refund part of a single course.
• On an order with more than one course in a single basket, the refund is computed per line, with the discount allocated across lines pro rata, so that what is returned equals what was paid.
• We deduct no administrative fee and no payment-provider fee from a refund; the platform bears those in full, even where the provider will not return them to us.
• If your order was charged in a different currency after conversion, as some payment methods require, the money goes back in the currency you were charged in, and what reaches you may differ slightly because the exchange rate moved between purchase and refund — a difference outside our control.

You can cancel the subscription at any time from your dashboard and keep access to the end of the period you paid for; cancelling alone does not create a pro-rata refund of the remainder.

• Subscriptions are **non-refundable**, in full or in part. The 30-day refund request window applies to individual course purchases only and does not extend to the subscription.
• What you paid for the current period stays due for that period: cancelling stops the next renewal, and creates neither a pro-rata nor a full refund of the period already started.
• A renewal whose payment failed is not a charge to be refunded: access continues through a 3-day grace period and is then frozen if the payment is not made.
• Courses you bought outright are unaffected by cancelling the subscription.

Before opening a dispute with your bank, write to us first at support@ataa.ai: the same outcome is possible, it takes less time, and it does not suspend your account.

• A chargeback reaches us from the payment provider and a person on our team handles it in the provider's own dashboard. We do not suspend your access automatically while the provider is considering it.
• We answer the provider within its deadline with the records we hold about the order: the order itself, your recorded progress in the course, and the record of your acceptance of the terms. A person gathers and files them — nothing on the platform assembles them automatically. A bank dispute cycle can take thirty to ninety days.
• If the dispute is decided against you, your access simply continues untouched; if it is decided in your favour, access to what that order bought is ended by hand and the refund completes through your bank.
• A dispute shown to be unjustified may lead to the account being suspended and barred from future purchases.
• If the charge was never authorised and you suspect your card was used by someone else, tell your bank and tell us at once — that is fraud, we treat it as the highest priority, and it is not governed by this policy.

A refund is reversed in the books at exactly the rate the sale was split at: the teacher’s share (70%) is recovered and the platform’s commission (30%) is reversed with it, so neither side loses more than its own portion.

• A refund landing inside the 14-day hold is deducted from the balance that is not yet payable.
• One landing after a payout takes the balance negative, and it is netted off later payouts without a cap, shown plainly in the teacher’s dashboard.
• Payment-provider fees on the original charge are not recoverable on a refund; the platform bears them and they are not deducted from the teacher.
• A teacher's earnings are not frozen automatically while a chargeback or an infringement notice is examined. If the examination ends in the sale being reversed, the teacher's share is deducted exactly as it is on an approved refund, and the balance may go negative and be recovered from later payouts.
• Balances, payouts and netting against later payouts are set out in the teacher agreement.

Nothing in this policy removes or restricts any right consumer-protection law gives you where you live, nor your right to go to the competent authority if our decision does not satisfy you. Where a clause here conflicts with a mandatory right of yours, the mandatory right prevails.

Write to support@ataa.ai with your order reference, or open a ticket from the contact page under the “Refunds” topic. We always give you the decision and its reason in writing.