Refund & Cancellation Policy
Your 14-day right to withdraw, cancellations, no-shows and refunds.
Version 1.0 · In effect from 15 October 2026 · Last updated 17 October 2026 · Current page
1. Scope and who this Policy applies to
1.1 This Policy explains your rights to withdraw, cancel or be refunded: Learning Credit purchases, Pro / Ultra subscriptions, Sessions booked with Credits, and Verification API purchases. It is read with the Terms of Service and Learning Credits Terms; on refunds and cancellation, this Policy governs.
1.2 Consumers and business users are treated differently. A Consumer is a User acting outside their trade, business, craft or profession. The withdrawal right in clause 2 belongs to Consumers only; business users, including every API Client, do not have it (clause 5.5).
2. The statutory right of withdrawal
2.1 The 14-day right
If you are a Consumer, you have 14 calendar days from conclusion of the contract to withdraw, without reason or penalty (Consumer Rights Directive 2011/83/EU ("CRD"), Art. 9; Cyprus Consumer Protection Law 112(I)/2021), in addition to any other cancellation right in this Policy.
2.2 How to exercise it
You may withdraw using any clear statement — no particular form or reason needed. Use the withdrawal function in your account settings (CRD Art. 11a, as transposed by Consumer Protection (Amendment) Law 30(I)/2026, in force since 19 June 2026), or email legal@getlemma.io; we acknowledge receipt on a durable medium without delay. Sending notice before the 14 days expire is enough to meet the deadline.
2.3 Model withdrawal form
Optional — this reproduces Annex I(B) of the CRD, adapted for Lemma.
MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)
To: SkillSwap Ltd, trading as Lemma, Dodekanisou 18, Office 201, 7060 Larnaca, Cyprus, legal@getlemma.io
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the
supply of the following service / digital content (*):
......................................................................
Ordered on (*) / received on (*): ......................................
Name of consumer(s): ....................................................
Address of consumer(s): .................................................
Signature of consumer(s) (only if this form is notified on paper): .....
Date: ....................................................................
(*) Delete as appropriate.
3. Which purchases the right covers
3.1 Learning Credit purchases. You may withdraw within 14 days. We refund the price of the Credits from that purchase you have not used, calculated under the Learning Credits Terms, clause 7.2. We do not ask you to give up the right when you buy Credits, and we do not rely on the digital-content exception in CRD Art. 16(m).
3.2 Subscriptions. Your subscription starts when you pay. Because it starts within the withdrawal period, we ask you first, with two separate, un-pre-ticked checkboxes that must both be actively ticked before payment (CRD Arts. 7(3), 8(8), 14(3) and 16(a)):
English
☐ I ask Lemma to start my subscription immediately, before the 14-day
withdrawal period ends.
☐ I understand that if I withdraw, I pay for the part of the period I have
used, and that I lose the right to withdraw once the service has been fully
performed.
Russian
☐ Я прошу Lemma начать мою подписку немедленно, до истечения 14-дневного
срока для отказа от договора.
☐ Я понимаю, что при отказе от договора я оплачиваю использованную часть
периода и что утрачиваю право на отказ после полного оказания услуги.
3.2.1 This wording is reproduced identically wherever it appears; the Terms of Service, clause 7.4, points back to this clause as the controlling version.
3.2.2 If you withdraw from a subscription within 14 days, you pay only for the days used (clause 4), and we remove any unused Credits from that period's plan grant.
3.3 What does not count as consent. A pre-ticked box, silence, or clicking "Pay" or "Continue" on its own is not consent. If we cannot show both boxes were ticked, you keep the full right and owe nothing for the days used.
3.4 Record of your choice. We record both statements and the time you ticked them before you pay. The confirmation email we send after every subscription purchase repeats both statements, in the language you ticked them in, with that time. Ask support@getlemma.io for another copy.
3.5 Sessions booked with Credits are not separate purchases of money: you paid when you bought or were granted the Credits. Cancelling a booked Session is governed by clause 6.
4. Pro-rata liability on partial performance
4.1 If you withdraw from a subscription after it has started but within 14 days, you owe only a proportionate amount for the days you had it, calculated against the price of the period (CRD Art. 14(3)). The rest is refunded.
5. Business customers
5.1 API Clients are always business users, never Consumers, so the withdrawal right in clause 2 does not apply (CRD Art. 3(1): trader-to-Consumer contracts only). Refunds here follow the Developer API Terms and Verification Services Agreement, which may give service credits or refunds on our failure but not a no-reason right.
6. Cancellation and no-show rules
6.1 These rules apply to a booked, future-dated Session, separately from the withdrawal right in clause 2.
6.2 Learner cancels
6.2.1 At least 24 hours before the start: all the Credits held for the Session return to the Learner. 6.2.2 Less than 24 hours before the start: half of the held Credits go to the Practitioner as compensation for the reserved time, and half return to the Learner. The late cancellation is recorded against the Learner and lowers their Reliability score in the skill for 30 days (SCI Methodology & Rights Notice, section 4.3).
6.3 Practitioner cancels
6.3.1 At any time: all the Credits held for the Session return to the Learner, and the Practitioner earns nothing. 6.3.2 Less than 24 hours before the start: the late cancellation is also recorded against the Practitioner and lowers their Reliability score in the skill for 30 days.
6.4 Either party fails to appear (no-show)
6.4.1 A participant who has not joined within 15 minutes of the scheduled start is a no-show. 6.4.2 If one participant joins and the other does not: the no-show is recorded against the absent participant and lowers their Reliability score in the skill for 30 days; all the Learner's held Credits return to the Learner; the Practitioner earns nothing. 6.4.3 If neither joins: the Session is cancelled and the Learner's Credits return in full. Both participants are recorded as absent.
6.5 Technical failure attributable to the Platform
If a Session cannot proceed, or is materially degraded, by a failure in the Platform or LiveKit, it is treated as not delivered: Credits return to the Learner in full and the Practitioner is not penalised (Terms of Service, clause 5.4.1). Where the cause is genuinely unclear, we resolve it in the Learner's favour first time — we do not ask a Consumer to prove a negative.
7. Subscription cancellation
7.1 Cancelling a subscription is no harder than signing up for one. Obstructing cancellation is an unfair commercial practice (Directive 2005/29/EC, as transposed by Law 112(I)/2021).
7.2 A clearly labelled "Cancel subscription" function is always available in account settings, without needing to contact support, call anyone, or navigate an unskippable retention flow.
7.3 We send a pre-renewal notice by email before each renewal charge, stating the amount, date, and how to cancel, with enough time to act before being charged.
7.4 Cancelling takes effect at the end of the current billing period: you keep access until then and are not charged again. We do not refund unused days you let run out — unlike a withdrawal under clause 2, which can require a pro-rata refund.
8. Refunds outside the statutory right
8.1 Discretionary goodwill refunds
Outside the rights above, we may, at our discretion, refund a purchase as a goodwill gesture — for example a genuine one-off emergency. This is not an admission a right existed, and refusing one does not affect any statutory right you separately have.
8.2 Service-failure refunds
Where we did not supply the Platform with the quality, functionality or security reasonably expected (Terms of Service, clause 16.2), you are entitled to a remedy under Directive (EU) 2019/770 as transposed in Cyprus — bringing it into conformity, a price reduction, or termination with a refund. This is your right, not a favour.
8.3 Chargebacks and abuse
Contact us before raising a chargeback — most problems are fixed faster through support@getlemma.io. A good-faith chargeback does not waive any right here and is not penalised. We do investigate patterns indicating abuse, such as repeated Session use followed by chargebacks; confirmed abuse is a ground for restriction under Terms of Service, clause 12, with the same human-review guarantees as any enforcement action.
9. How refunds are paid
9.1 We refund using the same means of payment you used, unless you agree otherwise, at no fee, without undue delay and within 14 days of being informed of your withdrawal, or of a service-failure refund being agreed under clause 8.2 (CRD Art. 13).
9.2 Where the refund is of Credits — because you paid with Credits — it is credited to your balance under the Learning Credits Terms, just as promptly.
10. Complaints and ADR
10.1 Most refund and cancellation queries are resolved quickly at support@getlemma.io. For a formal complaint, write to legal@getlemma.io; we aim to acknowledge within 5 working days and resolve within 30 (Terms of Service, clause 19.1).
10.2 Alternative dispute resolution.
10.2.1 The Company has not committed to using an ADR body. You may contact the Cyprus Consumer Protection Service (Ministry of Energy, Commerce and Industry), and find a certified ADR body via the Commission's redress directory at consumer-redress.ec.europa.eu and the European Consumer Centre (ECC-Net).
10.3 The EU Online Dispute Resolution platform was permanently discontinued on 20 July 2025 and no longer exists; we do not link to it, and any link to it elsewhere is out of date.
10.4 Nothing here requires arbitration, and we impose no mandatory arbitration or class-action waiver on Consumers (Terms of Service, clause 19.6).