Last updated: 30/9/2026
1. About this Policy
1.1 This Refund & Cancellation Policy applies to purchases of products and services made through the ibGenius website and online platform (“Platform”, “ibGenius”), operated by HUMAN BREEZE L.P. (“we”, “us” or “our”).
1.2 This Policy should be read together with our Terms & Conditions and, where relevant, our Digital Content Licence and any specific terms communicated in relation to a particular product or service.
1.3 This Policy sets out the statutory rights available to Consumers and the additional cancellation, refund, transfer, exchange and credit arrangements offered by us.
1.4 Nothing in this Policy limits any mandatory rights or remedies available under applicable law.
2. Consumers and Business Customers
2.1 A Consumer is an individual who purchases products or services from ibGenius for purposes outside their trade, business or professional activity.
2.2 A Business Customer is any person or entity purchasing products or services for purposes relating to their trade, business or professional activity, including schools, educational institutions, companies and other organisations. A teacher, tutor or other individual purchasing products or services for professional use will therefore be treated as a Business Customer in relation to that purchase.
2.3 The statutory right of withdrawal described in Section 3 applies only to Consumers. Business Customers remain entitled to the contractual cancellation, refund, transfer, exchange or credit arrangements expressly provided in this Policy or otherwise agreed with us, as well as any rights and remedies available to them under applicable law.
3. Statutory right of withdrawal for Consumers
3.1 Subject to the exceptions provided by law, a Consumer who concludes a contract with us online has the right to withdraw from that contract, without giving any reason, within fourteen (14) days from the date on which the contract is concluded.
3.2 To exercise your right of withdrawal within the applicable withdrawal period, you may:
use the electronic withdrawal function made available through the Platform;
send us an unequivocal statement communicating your decision to withdraw at [email protected]; or
use the model withdrawal form set out at the end of this Policy.
Use of the model withdrawal form is optional.
3.3 Electronic withdrawal function
Where a contract has been concluded through the Platform and a statutory right of withdrawal applies, an electronic withdrawal function will be made available on the Platform throughout the applicable withdrawal period. The function allows you to identify the relevant contract and submit your decision to withdraw through a separate confirmation step. Once your withdrawal has been submitted, we will send you, without undue delay, an acknowledgement of receipt on a durable medium containing the content of your withdrawal statement and the date and time of its submission.
3.4 Digital content supplied without a tangible medium
Where you purchase digital content for immediate supply, such as downloadable mock examinations, exam packs, resource packs or other digital files, immediate supply will begin only after you have expressly consented to its commencement during the fourteen-day withdrawal period and acknowledged that you will lose your statutory right of withdrawal once supply begins.
Where the supply has begun and all requirements prescribed by law have been satisfied, including the required express consent, acknowledgement and confirmation, the statutory right of withdrawal ceases.
3.5 Services
Where you expressly request that the performance of a service begins during the fourteen-day withdrawal period and you subsequently withdraw before the service has been fully performed, you will be required to pay an amount proportionate to the part of the service provided up to the time at which you informed us of your decision to withdraw.
Where a service has been fully performed, the statutory right of withdrawal ceases where performance began with your prior express consent and you acknowledged that you would lose your right of withdrawal once the service had been fully performed.
4. Downloadable exam packs, mock examinations and other digital resources
4.1 Downloadable exam packs, mock examinations, revision resources, teaching materials and similar products supplied electronically constitute digital content.
4.2 Where immediate access or download is made available following the express consent and acknowledgement described in Section 3.4 and the other statutory requirements have been satisfied, the statutory right of withdrawal will cease once supply begins.
4.3 In addition to any statutory rights, if you realise that you have purchased the wrong digital product, including the wrong subject, level, examination session or paper, you may contact us before the product has been accessed or downloaded and request cancellation or exchange for the correct product.
4.4 Once a digital resource has been accessed or downloaded, we do not offer a discretionary refund or exchange merely because you have changed your mind or selected the wrong product.
4.5 Sections 4.3 and 4.4 do not affect any rights or remedies available where:
the wrong product was supplied by us;
the digital content is defective or unusable because of a problem attributable to us which cannot be resolved;
the digital content does not conform to the relevant contract.
5. E-learning courses
5.1 E-learning courses may include videos, text, quizzes, exercises, downloadable materials and other online educational content or functionality.
5.2 Where a Consumer purchases a course and the supply or performance of the relevant product or service has not begun, the statutory right of withdrawal described in Section 3 remains available during the applicable withdrawal period.
5.3 Where an e-learning course includes digital content supplied without a tangible medium, the rules described in Section 3.4 apply to that digital content. Where the relevant element of the course constitutes a service whose performance begins during the withdrawal period, the rules described in Section 3.5 apply.
5.4 Once access to an e-learning course has begun, no refund will be provided solely because the user changes their mind, decides not to continue the course or does not complete it.
5.5 This does not affect any statutory right of withdrawal that remains available or any rights or remedies arising from non-supply, lack of conformity or a technical problem attributable to us.
6. Live online workshops
6.1 The following commercial cancellation arrangements apply to live online workshops in addition to any statutory rights available to Consumers.
6.2 If you cancel more than seventy-two (72) hours before the scheduled start of the workshop, you may choose either:
a full refund; or
transfer to another available workshop.
6.3 If you cancel less than seventy-two (72) hours before the scheduled start of the workshop, no cash refund will normally be provided. We may, at our discretion, offer:
transfer to another available workshop; or
credit towards another ibGenius workshop or service.
Any credit issued under this Section will be valid for twelve (12) months from the date of issue unless otherwise stated.
6.4 Failure to attend a workshop without prior cancellation constitutes a no-show and does not entitle the participant to a refund.
6.5 Where a school has booked a teacher workshop, the school may nominate another member of staff to attend in place of the original participant at no additional charge, provided that we are informed before the workshop begins.
6.6 If we cancel a workshop, you may choose between:
a full refund of the amount paid for that workshop; or
transfer to another available workshop.
6.7 If we materially change the scheduled date or time of a workshop and you are unable to attend as a result, you may choose between:
a full refund; or
transfer to another available workshop.
7. School and institutional purchases
7.1 Schools, educational institutions and any other person or entity purchasing products or services for professional or institutional purposes are Business Customers and do not benefit from the statutory Consumer right of withdrawal.
7.2 Where a quotation, school package, order confirmation or separate agreement contains specific cancellation, refund, replacement, exchange or transfer arrangements, those arrangements will apply to the relevant institutional purchase.
7.3 In the absence of specific institutional arrangements, the commercial cancellation provisions of this Policy apply where relevant to the product or service purchased.
8. Problems with digital content or services
8.1 If digital content or a digital service has not been supplied, cannot be accessed, is defective or does not operate as described, please contact us so that we can investigate the problem.
8.2 Where a technical or other problem attributable to us affects digital content or a digital service, we will normally first seek to restore access, correct the problem, bring the content or service into conformity or, where appropriate, provide replacement content.
8.3 Consumers retain the statutory rights and remedies available where digital content or digital services are not supplied or do not conform to the contract. Depending on the circumstances and the conditions provided by law, these may include:
supply of the digital content or digital service;
bringing the digital content or digital service into conformity;
a proportionate reduction in price; or
termination of the contract and reimbursement.
8.4 The availability of a price reduction or termination depends on the circumstances and the statutory conditions applicable to the relevant lack of conformity.
8.5 Business Customers retain the rights and remedies available under the relevant contract and applicable law in cases of non-performance or improper performance.
9. How to request withdrawal, cancellation, transfer, exchange or refund
9.1 A Consumer exercising the statutory right of withdrawal may use any of the methods described in Section 3.2.
9.2 Other cancellation, transfer, exchange, credit or refund requests should be sent to [email protected].
9.3 Please include, where relevant:
your name;
the email address associated with your account or purchase;
the order or booking reference;
the product or service concerned;
whether you are requesting withdrawal, cancellation, transfer, exchange, credit or refund; and
any information reasonably necessary for us to identify and deal with your request.
9.4 Where a commercial cancellation period is calculated by reference to the time before a workshop or other scheduled service begins, the relevant time is the time at which we receive your cancellation request.
9.5 A Consumer exercising the statutory right of withdrawal is not required to provide a reason.
10. Refunds
Where a refund is due, we will process it to the original payment method within fourteen (14) days from the date on which we are informed of the exercise of the relevant statutory right or, in the case of a refund granted under our commercial cancellation arrangements, from the date on which we confirm that the refund is due. Your bank, card provider or payment service may take additional time to credit the funds to your account after we have processed the refund.
11. Model Withdrawal Form
Consumers may use the following form to exercise the statutory right of withdrawal. Use of this form is optional; you may also exercise the right through the electronic withdrawal function available on the Platform or by any other unequivocal statement communicating your decision to withdraw.
To:HUMAN BREEZE L.P.25 Esperou Street, Kifisia, GreeceEmail: [email protected]
I hereby give notice that I withdraw from my contract for the supply of the following product or service:
Product / service: ______________________________________
Ordered on: ___________________________________________
Order / booking reference: _______________________________
Name of Consumer: ____________________________________
Address of Consumer: __________________________________
Email: _______________________________________________
Date: ________________________________________________
Signature: ____________________________________________(only if this form is submitted on paper)
12. Changes to this Policy
12.1 We may update this Policy from time to time to reflect changes to our products and services, our commercial cancellation arrangements or applicable legal requirements.
12.2 The updated Policy will be published on the Platform with a revised “Last updated” date.
13. Contact
For any question concerning this Policy or a withdrawal, cancellation, refund, transfer, exchange or credit request, you may contact us using the Platform's contact form or by sending an email to [email protected].