As Healtheduacademy (HEA), we aim to maintain the highest level of customer satisfaction. We transparently present the return and exchange processes for our online training courses you have purchased with this policy document.
1. Purpose and Scope of the Policy
1.1. This Return and Exchange Policy regulates the purchase of online training, webinars, workshops, and digital content services (“Training”) offered by HEA, Vis Viva Group AŞ, and the return and exchange processes related to these purchases. This policy has been prepared in accordance with the provisions of the Law No. 6502 on the Protection of the Consumer and the relevant Distance Contracts Regulation.
1.2. This policy covers all online training courses, live lessons, recorded video content, digital materials, and related additional services purchased through the HEA website and mobile applications.
2. General Principles
2.1. Return and exchange requests will be evaluated as long as they comply with the conditions specified in this policy.
2.2. Due to the nature of online training content (being digital and instantly accessible), different return and exchange conditions apply compared to physical products.
2.3. In order to ensure customer satisfaction, evaluations will be made within the framework of the principle of fairness, while our legal rights are reserved.
2.4. The provisions of the policy are regulated in accordance with the Law No. 6502 on the Protection of the Consumer and related legislation.
3. Right of Withdrawal and Exceptions
3.1. Consumers may exercise their right of withdrawal within 14 (fourteen) days from the date of the contract, without giving any reason and without paying any penal clause, provided that the exceptions specified in Article 15 of the Distance Contracts Regulation are reserved.
3.2. Pursuant to the relevant clauses of Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for online training courses and digital content in the following cases:
3.2.1. Services performed instantly in electronic environment: Since online training courses usually become digitally accessible at the time of purchase or within a short period of time and have the nature of services performed instantly, the right of withdrawal cannot be exercised if the performance has started with the consumer’s consent.
3.2.2. Software and computer programs such as digital content: The right of withdrawal cannot be exercised in contracts for software and computer programs such as digital content if the packaging has been opened after delivery. Online training content can also be evaluated within this scope.
3.2.3. Services that have started to be performed before the expiry of the withdrawal period: The right of withdrawal cannot be exercised if access to the content of the training is provided and the performance of the training has started before the expiry of the withdrawal period with the consumer’s consent.
3.2.4. Services that must be performed on a specific date or period: Training courses such as webinars, workshops, and live lessons that are conducted live on a specific date or period are evaluated within the scope of “services related to the evaluation of free time” specified in clause (ğ) of Article 15 of the Distance Contracts Regulation, and the right of withdrawal cannot be exercised in such training courses.
3.2.5. As HEA, while reserving the legal right of withdrawal exceptions, we offer the following special return conditions and exchange policy in order to ensure customer satisfaction.
4. Return Conditions
4.1. For online training courses subject to legal right of withdrawal exceptions, we evaluate return requests if the following conditions are met together as HEA:
4.1.1. Request Period: A return request must be made within 14 (fourteen) calendar days from the date of purchase of the training. This period starts from the date the training is first made accessible.
4.1.2. Training Completion Rate: No more than 10% of the total content of the purchased training (based on video viewing time, number of lessons, etc.) must have been completed.
4.1.3. Accessing and Downloading Content: No downloadable material (PDF, workbook, audio recording, etc.) belonging to the training must have been downloaded. Recordings of live lessons are also included.
4.1.4. Certificate or Completion Document: No certificate, attendance certificate, or completion document related to the training must have been issued or earned.
4.1.5. Technical Issues: The return request must not be due to the user’s internet connection, device incompatibility, or personal technical issues. The right of return is reserved in case of a technical problem originating from the platform and this problem cannot be resolved or an alternative solution cannot be offered.
5. Situations Where Returns Cannot Be Made
5.1. Return requests will not be accepted if any of the above “Return Conditions” (Article 4) are not met. In addition to these:
5.1.1.Access to more than 10% of the training content has been provided.
5.1.2. Downloadable materials belonging to the training have been downloaded.
5.1.3. A certificate or completion document related to the training has been issued.
5.1.4. In training courses purchased as part of a campaign, discount, or package, one training course that is an integral part of the package has been accessed or used (Special campaign conditions apply).
5.1.5. Returns cannot be made for events or lessons that have been conducted live and completed (viewing period has expired).
5.1.6. A portion or all of personalized services such as one-on-one consulting, coaching, or mentoring has been used.
6. Exchange Policy
6.1. HEA offers the possibility of online training exchange within the framework of the following conditions in order to increase customer satisfaction:
- Exchange Period: An exchange request must be made within 7 (seven) calendar days from the date of purchase of the training.
- Training Completion Rate: No more than 5% of the total content of the purchased training (based on video viewing time, number of lessons, etc.) must have been completed.
- Exchange Conditions:
- The exchange can only be made with another training of the same or higher value.
- If an exchange is made with a training of higher value, the price difference must be paid by the customer.
- If an exchange is made with a training of lower value, the price difference will not be refunded.
- Accessing and Downloading Content: As stated in the return conditions, downloadable materials must not have been downloaded.
- Certificate or Completion Document: No certificate related to the training must have been issued.
7. Return and Exchange Process
7.1. To make a return or exchange request, you must follow the steps below:
7.1.1. Creating a Request: Send your request by sending an e-mail to [Company E-mail Address] with the e-mail address you used for your purchase.
7.1.2. Required Information: Be sure to include the following information in your e-mail:
– Your Name and Surname
– Order Number
– Name of the Training You Requested for Return/Exchange
– Your Reason for Return/Exchange (Explain briefly)
– If you are requesting an exchange, the name of the training you want to receive instead
- Evaluation: Your request will be evaluated by the HEA team within 3 (three) business days at the latest and you will be contacted.
- Return Approval and Processing:
- When your return request is approved, the refund amount will be refunded within 7 (seven) to 14 (fourteen) business days, depending on the payment method you used during the purchase (credit card, debit card, money transfer, etc.). This period may vary depending on your bank’s transaction processes.
- Commissions and deductions applied by the bank or payment institution during refund transactions may be deducted from the refund amount.
8. Special Conditions for Live Training Courses and Events
- For training courses or events that are conducted live on a specific date or period, a full refund can be made for cancellation requests made up to 48 hours before the start date of the event.
- No refund may be made for cancellation requests made less than 48 hours before the start date of the event, or only the right to participate in the next event may be offered.
- If the live training is canceled or postponed by HEA for any reason, participants will be fully refunded or an alternative date/training will be offered.
9. Resolution of Disputes
9.1. Ankara Consumer Courts and Enforcement Offices are authorized in disputes arising from the implementation of this Policy. Consumers can apply to the Consumer Arbitration Board or the Consumer Court in the place where the consumer is domiciled or where the consumer transaction is made, within the monetary limits determined each year by the Ministry of Trade of the Republic of Turkey, regarding consumer complaints and objections.
10. Policy Changes
10.1. UEA reserves the right to unilaterally change this return and exchange policy without prior notice. The changes take effect on the date they are published on the website. It is the responsibility of our customers to follow the current policy.
11. Contact
11.1. If you have any questions or requests regarding our return and exchange policy, please contact us via [Company Email Address] or [Company Phone (If Any)].
