Withdrawal and refunds

Working draft 0.1 for legal review, not yet in force. Open points are marked [TO CONFIRM].

This page explains how you can withdraw from a course purchase, how our money-back guarantee works and when you get your money back. It is part of our Terms of use and sale.

1 In short

• You have 14 days to withdraw from a course purchase, without giving any reason.
• If you agree that access starts straight away, your right of withdrawal ends once the course is opened for the first time.
• On top of that, we offer a voluntary 30-day money-back guarantee, as long as no child has completed half of the course.
• We refund within 14 days, to the payment method you used, at no cost to you.
• You can withdraw in your parent area, by e-mail, by post or with the model form below.

2 Your right of withdrawal

2.1 Who has this right

Every parent who buys a course as a consumer. The free course costs nothing, so there is nothing to withdraw from; you can delete your account at any time.

2.2 How long you have

The withdrawal period is 14 days from the day the contract is made. To meet the deadline, it is enough to send your withdrawal before the period ends.

2.3 Starting access straight away

At checkout there is a box, not ticked in advance, with this text: "I agree that access starts now, before the 14-day withdrawal period ends. I understand that I lose my right of withdrawal once the course is opened for the first time." [TO CONFIRM: the exact wording of the box and the moment access starts, either when the course is unlocked or when it is first opened.]

• If you tick the box, the course is unlocked right after payment. You can still withdraw within the 14 days as long as the course has not been opened in your account. Once it has been opened, your right of withdrawal ends.
• If you do not tick the box, [TO CONFIRM: option A: the course is unlocked when the 14-day period ends, and until then you can withdraw at any time; option B: ticking the box is a condition for buying].

We confirm your consent and your acknowledgement in the order confirmation e-mail. If we did not receive both, or did not confirm them, you keep your right of withdrawal for the full 14 days and you pay nothing for the access you used.

2.4 How to withdraw

You can withdraw in any of these ways:

1. In your parent area: open Orders, choose the order and use the function "Withdraw from contract here". Enter or confirm your name, the order and the e-mail address where you want the confirmation, then press "Confirm withdrawal". We send you an acknowledgement of receipt by e-mail without undue delay, with the content of your withdrawal and the date and time it was sent. [TO CONFIRM: the labels of the withdrawal function in each language, as required by Article 11a of Directive 2011/83/EU from 19 June 2026, and whether it must also be reachable without signing in.]
2. By e-mail to [email protected], if possible from the e-mail address of your account.
3. By post to TOPFED WEB S.R.L., s. Pepeni, r-nul Sîngerei, MD-6234, Republic of Moldova.

You can use the model withdrawal form in section 4, but you do not have to. Any clear statement is enough.

2.5 What happens after you withdraw

• We refund all payments received for that course without undue delay and at the latest within 14 days of the day we are informed of your withdrawal.
• We use the same payment method you used, unless you have expressly agreed to something else. You do not pay any fees for the refund.
• Access to that course ends, and the course is removed from the child profiles in your account.

3 Instructions on withdrawal

These are the model instructions on withdrawal set out in EU consumer law, adapted to Brotelo. [TO CONFIRM: the model instructions as transposed in each country and as amended by Directive (EU) 2023/2673.]

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us (TOPFED WEB S.R.L., s. Pepeni, r-nul Sîngerei, MD-6234, Republic of Moldova, e-mail: [email protected], telephone: [TO CONFIRM: telephone number]) of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an e-mail). You may use the attached model withdrawal form, but it is not obligatory. You can also withdraw online, with the withdrawal function in your parent area. If you use it, we will send you without undue delay an acknowledgement of receipt on a durable medium (by e-mail), with the content of your withdrawal and the date and time it was sent.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Loss of the right of withdrawal

If you gave your express consent for access to start before the end of the withdrawal period and acknowledged that you thereby lose your right of withdrawal, your right of withdrawal ends once access has started, as explained in section 2.3.

4 Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

• To: TOPFED WEB S.R.L. (Brotelo), s. Pepeni, r-nul Sîngerei, MD-6234, Republic of Moldova, e-mail: [email protected]
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following digital content: [course title]
• Ordered on: [date]
• Order number (if known): [number]
• Name of consumer(s):
• Address of consumer(s):
• E-mail address of the parent account (if known):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.

5 Our 30-day money-back guarantee

5.1 Conditions

In addition to your legal rights, we offer a voluntary guarantee. You get a full refund of a course if:

• you ask within 30 days of the date of purchase; and
• no child profile in your account has completed half of the course or more.

[TO CONFIRM: owner and lawyer to confirm the guarantee, how "half of the course" is measured (for example slides completed out of all slides) and any limits, such as once per course and account.]

5.2 How to ask

Write to [email protected] from the e-mail address of your account, with your order number. We refund the full price within 14 days of your request, to the payment method you used, at no cost to you. The course is then removed from your account.

5.3 Your legal rights stay the same

The guarantee is a voluntary commercial promise. It comes in addition to your legal rights and does not replace or limit them: your 14-day right of withdrawal and your rights if a course is faulty apply in any case.

6 Refund timelines

7 If a course does not work

If a course is not supplied or does not work as described, you have legal remedies: we fix it, or you get a price reduction or a refund. They are described in section 14 of our Terms of use and sale. These remedies do not depend on the withdrawal period or on the guarantee.

8 Subscriptions and gift codes

We do not sell subscriptions or gift codes yet. If we do, the rules in sections 21 and 22 of our Terms of use and sale will apply, including the right of withdrawal: for a subscription, 14 days from its start; for a gift code, 14 days from the purchase, as long as the code has not been redeemed. [TO CONFIRM: the withdrawal and refund rules for subscriptions and gift codes.]

9 Contact

TOPFED WEB S.R.L., s. Pepeni, r-nul Sîngerei, MD-6234, Republic of Moldova. E-mail: [email protected].