Refund and cancellation policy

1. How to request a refund

Email billing@karogerman.com or use the contact page. Include the account email, order or payment reference, purchased product, reason, and requested resolution. Do not send card details, banking passwords, or one-time codes.

Unless the product-specific terms provide a longer period, submit a change-of-mind request within 7 calendar days of confirmed payment.

2. Digital courses and learning programs

A change-of-mind refund is generally available within the request period when no live class has been attended, no certificate has been issued, and no more than 10% of the purchased digital course has been accessed or downloaded.

After substantial access or delivery, a full refund may not be available. We may offer a partial refund, credit, transfer, or rescheduling where appropriate and permitted by the product terms.

3. Live-class cancellation

For an individually scheduled class, request rescheduling at least 24 hours before the start time unless the order terms say otherwise. Late cancellation or non-attendance may count as delivered.

If KaroGerman cancels a paid class and cannot provide a reasonable replacement, you may choose a rescheduled class, account credit, or a refund for the affected undelivered class.

4. Managed Germany-support services

A full change-of-mind refund is generally available only before staff review, checklist preparation, document analysis, drafting, or another confirmed service activity begins.

After work begins, any refund is limited to the undelivered portion after deducting the reasonable value of completed work and non-recoverable costs. The response will explain the calculation.

5. Normally non-refundable amounts

Subject to mandatory law, the following are normally not refundable after they are incurred or delivered:

• Government, university, examination, courier, translation, VFS, payment-network, or other third-party fees that cannot be recovered
• Completed live classes, completed reviews, released bespoke documents, or consumed digital content
• Promotional credits, expired coupons, and free components that had no separate price
• Loss caused by missed external deadlines after accurate timing information was provided

6. Duplicate, erroneous, or unauthorized charges

A verified duplicate or erroneous charge will be refunded in full. Report suspected unauthorized payment promptly to the payment provider or bank and to billing@karogerman.com so access and transaction records can be reviewed.

7. Review and processing time

We aim to acknowledge a complete request and provide a decision within 7 business days. Approved refunds are sent to the original payment method where possible.

After submission to the payment provider, banks and payment networks control the final credit time. It commonly takes several additional business days and can take longer for some methods or international transactions.

8. Mandatory consumer rights

This policy does not limit a refund, replacement, repeat performance, chargeback, complaint, or other remedy that applicable consumer law requires. If product-specific checkout terms are more favorable, those terms apply.