Refund Policy

1. Digital product

All courses and materials purchased through ZANAILS Academy are digital goods. Access to the content is provided electronically — as a rule, immediately after a successful payment, where technically possible and unless otherwise stated on the page of a specific offer.

Payment is considered complete once the payment transaction has been successfully processed by the payment system.

From the moment access is granted to the paid materials, the digital service is considered rendered to the extent of the access you purchased — with the consequences for the right to a refund set out below and in the User Agreement.

2. Right of cancellation (14 days) and its limitation

Under the laws of Quebec (Consumer Protection Act, s. 54.8), you have the right to cancel a distance purchase within 14 days. However, for digital educational products supplied online with immediate access, section 54.9 of the CPA applies: by clicking “Pay” (or another equivalent purchase-confirmation element), you confirm that you are requesting immediate access to the learning materials and thereby expressly waive the said 14-day right of cancellation in accordance with section 54.9 of the CPA.

Once access to the paid digital product has been granted, all sales are final. A refund on the grounds of a change of mind is, as a rule, not provided, given the nature of the digital content and the moment the obligations are performed.

You agree that granting access to the digital product marks the start of performance of the service and may entail the loss of the right to cancel the contract and obtain a refund, to the extent permitted by applicable law.

The fact that the granted access was not used, or was used only in part, is not grounds for a refund.

The change-of-mind refund right is lost at the moment of purchase confirmation (clicking “Pay”) — regardless of whether you have opened the materials: you requested immediate access to the information, and from that moment what you ordered is deemed delivered (s. 54.9 CPA). This reflects the nature of digital information: unlike a physical item, access to it cannot be handed back to the seller unused.

Recording of consent. At the moment of purchase confirmation (clicking “Pay” or an equivalent element), we record the date and time in UTC, the IP address and the device identifier as evidence of your informed waiver of the 14-day refund right under s. 54.9 of the CPA. This data is stored together with the purchase record and may, if necessary, be presented as evidence in a dispute. The IP address and device identifier are retained for about 180 days (the Stripe payment-dispute window), after which they are cleared. The immutable hash of your consent, the waiver flags and the legal-bundle version are kept longer — as audit and tax evidence — in accordance with our Privacy Policy.

2-bis. Plan upgrade (price-difference surcharge)

The surcharge for upgrading your plan covers not a second purchase of the course, but the difference up to the level you chose. It unlocks the higher tier’s personal support — for example, the course chat with your mentor and personal reviews of your work; the exact composition depends on the plan.

By confirming the upgrade, you request immediate access to these services and agree that the surcharge becomes non-refundable from the moment you begin using what this upgrade specifically unlocked. The exact trigger — for example, your first message in the course chat with your mentor, your first work submitted for review, or your first in-depth review from your mentor, depending on the plan — is shown to you on the upgrade screen before payment and recorded in your consent. Simply opening a lesson, video or material, as well as the separate personal welcome chat available to everyone from registration, do not remove your refund right.

A refund of the surcharge is available only in two cases: (1) you request it within 24 hours of the upgrade payment and have not yet begun using the unlocked services; or (2) access to the higher tier was never actually delivered or did not work because of a technical fault on our side — in which case the surcharge is refunded in full. This concerns the upgrade surcharge only: your rights to the plan you previously purchased are unaffected and are governed by the other sections of this Policy.

2-ter. Free (gratuitous) access

Access obtained free of charge — via a gift code or issued manually by support (prize, compensation, unpaid promotion) — is provided without any payment on your part. Because no price was paid, there is no monetary refund for it (there is nothing to refund). The terms of such access are set out in the Terms, §11-bis. This does not limit your mandatory consumer rights where they apply.

2-quater. Personal services included in a plan

Personal services included in a plan (personal reviews of your work, access to the course chat, etc.) are made available for the entire duration of your access and are provided in response to your participation — for example, a review is carried out after you submit your work. For our part, we undertake to review the work you submit within a reasonable time.

If, during your access period, you choose not to use a service available to you (not submitting work, not using the chat), this is your decision not to use a service reserved for you — it is not a failure to perform on our part and is not a ground for refund. As regards services, a refund may be warranted only where we genuinely fail to provide the service — for example, where you submitted work and we did not review it at all, or access to the service was technically impossible through our fault.

3. Exceptions (technical failures)

We review requests for a refund or other compensation in the following cases:

• The product does not work through our fault: a widespread failure of access to the platform or course, confirmed on our side, provided the problem was not resolved within a reasonable time after you contacted us.
• Access was not granted after a successful payment (for example, a technical error while provisioning access), as confirmed by the payment data and our records.

A refund or compensation is not provided where the inability to use the product is caused by the User’s device, browser settings, internet connection or other factors beyond the Service’s control.

In such situations, contact us using the details provided on the site (contacts / support section) and attach the payment data (date, amount, buyer’s e-mail). The review period is up to 10 business days, unless another period is required by the law of your jurisdiction.

A refund request must be submitted within a reasonable time after the problem arises — as a rule, no later than 7 calendar days from payment or from discovery of the technical malfunction.

4. Other terms

If transfer of access to third parties or other misuse of access is detected, the Service may refuse a refund even where other grounds exist, to the extent permitted by applicable law.

The general rules for using the Service are set out in the User Agreement.

5. Refund request — a structured path

In addition to the limitations set out above, we maintain a good-faith review mechanism (Civil Code of Québec, art. 1375 — the obligation of good faith in the performance of a contract). If you have an account, you can submit a formal refund request directly from your account:

Account → Billing profile → “Refund request” section

How it works:

• You select an order and describe the situation in free form (100–2000 characters).
• The Service automatically records whether you opened at least one lesson of this course before submitting the request — a snapshot of the situation at the time of submission (CPA s. 54.9 indicator).
• An administrator reviews the request on the merits. If the materials were not opened, we generally resolve such cases in your favour where no other ground applies. If they were opened, we may refuse in accordance with §2 of this Policy, reviewing each request individually.
• Response time — usually up to 14 calendar days. The decision appears in your account.
• You’ll see the administrator’s decision and its reasons in your account on the billing page, in your communication language, and you’ll receive a notification on the site. We send an email only when a refund is approved and the money is actually sent.
• A refund, if approved, is issued to the payment card in the original currency of payment within 5–10 business days (Stripe’s standard period).

Data protection when submitting a request. At the time of submission we record the IP address (Law 25, art. 8, forensic — to detect possible misuse). The IP is kept only while the request is active and is cleared when the account is deleted.

If you do not have an account or you are reporting a technical failure (§3 above), use the contact form below — it will send a message to the administrator without linking to a specific order.