Refund Policy

1. How to Request a Refund

Send an email to info@consultburo.pro with the subject "Refund", stating:

• your name and the email address used at payment;
• the name of the service (program / game session) and the payment date;
• the reason for the request;
• if available — the order number or payment confirmation.

Requests are reviewed within 3 (three) business days. If approved, the refund is initiated through the payment provider to the same payment method; the crediting time depends on the bank and is usually 5–10 business days.

2. Programs on the Platform (Prof.iD, Career DNA and others)

2.1. Full refund (100%) — if the request is sent before the use of the Program has started (before the first completion of any paid unit/methodology) and no later than 14 calendar days from the payment date.

2.2. Partial refund — if use of the Program has started but no more than 20% of the materials have been completed: a refund of 50% of the amount paid, provided the request is made no later than 14 calendar days from the payment date.

2.3. No refund is made if more than 20% of the Program materials have been completed, a personal report/methodology results have been generated, or more than 14 calendar days have passed since the payment date — since an informational service is deemed provided once access to the results is granted.

2.4. If the Program includes curator support and an agreed consultation meeting has already taken place, its cost is not refunded.

3. Nova Polis Game Sessions

3.1. Full refund or rescheduling — if participation is cancelled no later than 72 hours before the session starts.

3.2. For cancellation less than 72 hours in advance — a refund of 50% of the amount paid, since the seat in the group is reserved and cannot be resold.

3.3. No-show without notice — no refund.

3.4. Cancellation or rescheduling of the session by the Contractor — at the Customer's choice: rescheduling participation to a new date or a full refund.

4. Corporate Orders

Refund terms for Nova Polis Corporate sessions and other B2B orders are determined by the individual contract with the customer. This Policy applies to them to the extent not regulated by such contract.

5. Technical Issues

If a service was not provided due to technical reasons on the Contractor's side (payment went through but access was not granted, or the session did not take place) — a full refund regardless of timeframes, or provision of the service at the Customer's choice.

6. Erroneous and Duplicate Payments

Erroneous and duplicate charges are refunded in full once the fact of payment is confirmed.

7. General Terms

7.1. Refunds are made only to the payment method from which the payment was received.

7.2. Promo codes and discounts are not compensated upon refund; the amount actually paid is refunded.

7.3. Upon refund, access to the Program is terminated and the generated reports and results are annulled.

7.4. Abuse of the refund right (repeated purchases with refunds, completing materials followed by a refund request) is grounds for refusal.

7.5. This Policy does not limit the consumer rights provided by the mandatory rules of the legislation of the customer's country of residence.

8. Contacts

For refund questions: info@consultburo.pro (subject "Refund")

Contractor: IE «Konsaltburo», IIN 910713050390, Republic of Kazakhstan, Almaty, Medeu district, Samal-2 microdistrict, house 33A, apartment 164.

Activity codes (OKED): 85599 — Other education not elsewhere classified (primary); 85609 — Other educational support activities (additional).