SESSION CANCELLATION AND REFUND POLICY

(REFUND POLICY) "NəOldu" Platform (neoldu.me)

1. General Provisions
1.1. This "SESSION CANCELLATION AND REFUND POLICY (REFUND POLICY)" (hereinafter - "Policy") is an integral part of the Public Offer (User Agreement) document of the "NəOldu" Platform (NeOldu LLC).
1.2. This Policy regulates the financial relationships between the User and the Platform in cases of cancellation, rescheduling, or technical failures of paid psychological consultations (sessions).
1.3. The Platform acts solely as a technological intermediary (marketplace) and technically ensures the provision of the consultation service organized between the User and the Specialist. For this reason, refund decisions are made by the Platform in accordance with this Policy and applicable legislation.
1.4. By paying for a session on the Platform, the User confirms their full and unconditional agreement with this Policy.

2. Session Cancellation at the User's Initiative
When a session is canceled by the User via their personal account on the Platform, the following refund rules apply:
2.1. In case of cancellation more than 24 hours before the start of the scheduled session: The Platform refunds 100% of the paid amount (excluding the acquiring and transaction commission of the bank/payment system).
2.2. In case of cancellation less than 24 hours before the start of the session or failure to join the session without prior notice: funds are not refunded (0%). The paid amount is retained as compensation to the Psychologist for the reserved working time.
2.3. The User has the right to reschedule the session (reschedule), but this can only be done at least 24 hours before the start of the session. After this period, rescheduling is only possible with the consent of the Psychologist.

3. Session Cancellation at the Psychologist's or Platform's Initiative
3.1. If the Psychologist does not join the session or the session is canceled at the initiative of the Psychologist, the User may choose one of the following rights:
3.1.1. 100% full refund of the paid funds;
3.1.2. Rescheduling the session to another suitable time with the same or an alternative Psychologist.
3.2. If the session does not take place due to a proven technical failure on the Platform's servers, the User is guaranteed a 100% refund of the funds or rescheduling of the session.
3.3. Determining the cause of the technical failure is carried out based on the Platform's technical logs and system data.

4. Cases Where Funds Are Not Refunded (Exceptions)
The Platform refuses to refund funds in the following cases:
4.1. User's delay: If the User is late, the session time is not extended. If the User is more than 20 minutes late, the session is considered completed, the service is considered provided, and funds are not refunded.
4.2. User's technical problems: If the session is disrupted due to the lack/interruption of the internet connection, malfunction of the microphone, camera, or other equipment on the User's side.
4.3. Subjective dissatisfaction: Psychological consultation has no measurable guarantee of results. The absence of the expected life impact from the session, disagreement with the Psychologist's working methods, personal antipathy, or other subjective reasons do not provide grounds for a refund for the conducted session.
4.4. Violation of rules: If the Psychologist terminates the session because the User is under the influence of alcohol/drugs, exhibits abusive behavior, or acts inadequately or unethically, the payment is not refunded.
4.5. Cases of abuse: If the Platform determines that the refund mechanism is being used systematically or for malicious purposes, including unfounded or repeated refund requests by the same User, it has the right to reject the respective refund requests and apply restrictions to the user account.
4.6. Suspicious or unauthorized payment transactions: In cases where a payment transaction bears signs of fraud, unauthorized card use, use of third-party bank details, suspicious transactions, or a probable violation of the security rules of payment systems, the Platform has the right to suspend the refund process for the respective payment until the investigation is completed or refuse the refund.

5. Refund Processing Procedure and Deadlines
5.1. Requests related to the refund of funds (in cases requiring investigation) are accepted in electronic form by the Platform's support service via this address: support@neoldu.me.
5.2. The processing time for the User's request is up to 3 (three) working days.
5.3. The Platform has the right to request additional information or evidence from the User to conduct an investigation when necessary.
5.4. AML rule (Anti-Money Laundering): The refund of approved funds is strictly made to the same bank card from which the initial payment was made. Refunding funds in cash or to third-party details is strictly prohibited.
5.5. Crediting deadlines: After the refund process is initiated by the Platform, the actual time the funds are credited to the User's card depends on the rules of the issuing bank and payment systems (usually takes from 3 to 14 working days). The Platform is not responsible for delays caused by the bank or payment system.
5.6. Currency and commission differences: Conversion differences and additional commissions applied by banks or payment systems during payment and refund are not the responsibility of the Platform.

6. Force Majeure Circumstances
6.1. Extraordinary circumstances beyond the control of the parties (force majeure) – such as natural disasters, massive internet or power outages, war, government decisions, and other similar situations resulting in the session not taking place are not considered the Platform's responsibility.
6.2. In these cases, the parties may agree to reschedule the session to a new time.

7. Other Provisions
7.1. This document is drafted in the Azerbaijani language. Translations of the document into other languages (including Russian and English) are for informational purposes only. In the event of any conflict or inconsistency between the texts of the document in different languages, the text in the Azerbaijani language has superior legal force.