Last updated: 9 June 2025
This policy explains when and how you can obtain a refund, credit, or reschedule for language-learning sessions purchased on farlango.com (“Site”). It forms part of the overall Agreement between you and Qlanq OÜ (“Qlanq”, “we”, “our”, “us”). Capitalised terms have the meanings given in the Terms of Service.
1. General Principles
- Sessions are time-specific digital services. Once the booked start time has passed, they are considered fully delivered.
- We aim to be flexible and fair—rescheduling is often easier than cancel-and-refund, so we encourage that where possible.
- Nothing in this policy limits any mandatory rights you have under EU consumer law.
2. Flexible Rescheduling (Preferred Option)
| Notice given before scheduled start | What you can do | Fee |
|---|---|---|
| ≥ 24 hours | Reschedule once to any available slot within 30 days | Free |
| < 24 hours but ≥ 2 hours | Reschedule once within 30 days | 10 € re-booking fee |
| < 2 hours or No-show | Reschedule not guaranteed; handled case-by-case | Up to 100 % of session price may be forfeited |
“No-show” means you are more than 15 minutes late for a 30-minute session, or 30 minutes late for longer sessions, without prior notice.
3. Refund Eligibility
| Scenario | Refund option | Notes |
|---|---|---|
| Cancellation ≥ 24 hours in advance | 100 % refund or credit | Issued to original payment method or as site credit, your choice. |
| Cancellation < 24 hours but ≥ 2 hours | 50 % refund or credit | The remainder covers facilitator time already reserved. |
| Cancellation < 2 hours / No-show | No automatic refund | We may offer partial credit at our discretion. |
| Technical failure clearly on our side (platform outage, facilitator no-show) | 100 % refund or free re-booking | We log facilitator attendance and platform uptime. |
| Technical issues on your side (internet drop, hardware failure) | Free re-booking if you notify us within 10 minutes of start | One goodwill re-booking per calendar quarter. |
| Bundled packages / multi-session plans | Refund pro-rata for unused sessions | Used sessions priced at the single-session rate. |
4. How to Request a Refund or Reschedule
- Email [email protected] or open a ticket in your dashboard.
- Include your Order ID, session date/time, and whether you prefer a refund, credit, or reschedule.
- We reply within two business days with confirmation and next steps.
Approved refunds are processed back to the original payment method within 7 business days; bank processing times vary.
5. Chargebacks & Disputes
Please contact us first—we resolve most issues quickly. Unauthorised chargebacks may result in account suspension until the investigation is complete.
6. EU Right of Withdrawal
Under Article 16(m) of the EU Consumer Rights Directive, the 14-day withdrawal right does not apply once performance of a time-specific digital service has begun with your consent. By booking a session you explicitly request immediate performance at the scheduled time, waiving the standard withdrawal period. The flexible arrangements above therefore apply in place of the statutory right.
7. Changes to This Policy
We may update this policy from time to time. Material changes are announced at least 14 days in advance by email or prominent notice on the Site. Continued use after the effective date constitutes acceptance.
Questions? Email [email protected] and we’ll be happy to help.