Refund and Cancellation Policy

Effective date: 16 July 2026
Last updated: 16 July 2026

1. About This Policy

This Refund and Cancellation Policy explains the rules that apply when a customer wishes to:

• Withdraw from an online contract
• Cancel an order
• Cancel a subscription or membership
• Cancel a course or training booking
• Cancel a professional service
• Return a physical product
• Request a refund
• Report a defective or inaccessible digital product

This policy applies to products and services supplied by EuroAfrica Media Network through its websites, online shop, customer accounts, proposals and other distance-contract channels.

This policy should be read together with our:

• Terms and Conditions
• Privacy Policy
• Cookie Policy
• Digital Download Terms
• Any applicable quotation, proposal or order confirmation

Mandatory consumer rights always take priority over this policy.

2. Company Information

The seller and service provider is:

EuroAfrica Media Network
Fritz-Flinte-Ring 15
22309 Hamburg
Germany

Represented by:

Chris Ezeh

Email: info@euroafricamedia.eu
Telephone: +49 40 32519669

Refund, withdrawal and cancellation requests should be sent to:

info@euroafricamedia.eu

3. Consumers and Business Customers

Different rules may apply depending on whether the customer is a consumer or a business customer.

Consumer

A consumer is a natural person entering into a transaction primarily for purposes outside their trade, business or profession.

Business customer

A business customer is a person or organisation acting in the course of a commercial, business or independent professional activity.

Statutory consumer withdrawal rights generally do not apply to business customers.

Cancellation rights for business customers are governed by:

• The applicable quotation
• Proposal
• Service agreement
• Order confirmation
• Subscription description
• These Terms and Conditions

4. Statutory Right of Withdrawal

Consumers entering into a distance contract may generally withdraw from the contract within 14 days without giving a reason, subject to statutory exceptions.

The withdrawal period depends on the type of contract.

4.1 Services, subscriptions and memberships

For a service, membership or subscription contract, the withdrawal period generally begins on the day the contract is concluded.

4.2 Digital content

For digital content that is not supplied on a physical medium, the withdrawal period generally begins on the day the contract is concluded.

The right of withdrawal may expire earlier when digital supply begins, but only where all legally required conditions have been satisfied.

4.3 Physical products

For a physical product, the withdrawal period generally begins when the consumer, or a person nominated by the consumer other than the carrier, receives the product.

Where multiple products from one order are delivered separately, the period generally begins when the final product is received.

5. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the consumer must send a clear statement informing us of the decision to withdraw.

The request may be sent by email or post to:

EuroAfrica Media Network
Fritz-Flinte-Ring 15
22309 Hamburg
Germany

Email: info@euroafricamedia.eu

The statement should include:

• Customer name
• Customer address
• Email address
• Order number
• Product or service
• Order or contract date
• A clear statement that the customer is withdrawing from the contract

The model withdrawal form at the end of this policy may be used, but its use is not mandatory.

The withdrawal deadline is met where the withdrawal statement is sent before the applicable period expires.

6. Effects of Withdrawal

Where a valid statutory withdrawal is exercised, we will reimburse payments received under the withdrawn contract, subject to any lawful deductions.

Unless otherwise required by law:

• Reimbursement will be made without undue delay;
• Reimbursement will be initiated no later than 14 days after receiving the withdrawal notice;
• The same payment method used for the original transaction will normally be used;
• The customer will not be charged a reimbursement fee by EuroAfrica Media Network.

For physical products, we may withhold reimbursement until:

• The returned product has been received; or
• The customer provides evidence that the product was returned,

whichever occurs first.

Payment providers and banks may require additional time to display the refunded amount after we have initiated it.

7. Physical Products

7.1 Returning a physical product

Following withdrawal, the consumer must return the product without undue delay and no later than 14 days after informing us of the withdrawal.

Return instructions and the return address will be provided after the request is received.

Products should be:

• Safely packaged
• Complete
• Returned with supplied accessories where applicable
• Protected against avoidable damage during return

7.2 Return costs

Unless the product is defective, incorrectly supplied or otherwise legally required to be returned at our cost, the consumer bears the direct cost of returning the product where this was disclosed before purchase.

7.3 Original delivery costs

Where required by law, we will reimburse the cost of the least expensive standard delivery method offered for the original order.

Additional costs resulting from the customer choosing an expedited or premium delivery method are not reimbursed unless required by law.

7.4 Diminished value

The consumer is responsible only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Opening ordinary packaging solely to inspect a product does not automatically remove the right of withdrawal.

8. Exceptions for Physical Products

A statutory withdrawal right may not apply to certain products, including where legally applicable:

• Products made to the customer’s specifications
• Clearly personalised products
• Perishable products
• Sealed products that are unsuitable for return for health or hygiene reasons after the seal has been removed
• Sealed audio, video or software products after unsealing
• Newspapers, periodicals or magazines, except subscriptions
• Other products covered by a statutory exception

Where an exception applies, it will be disclosed before purchase where required.

Statutory rights relating to defective or incorrectly supplied products remain unaffected.

9. Digital Products and Downloads

Digital products may include:

• Electronic books
• Publications
• Audio or music files
• Video content
• Templates
• Documents
• Educational materials
• Software-related files
• Downloadable resources
• Subscription content

9.1 Beginning immediate digital supply

Where the consumer requests immediate access to digital content before the 14-day withdrawal period expires, checkout must obtain the consumer’s express consent to immediate supply.

The consumer must also expressly acknowledge that the right of withdrawal will expire when supply begins, where the legal conditions for expiry are satisfied.

The relevant consent must not be hidden inside general acceptance of the Terms and Conditions.

9.2 After the withdrawal right has lawfully expired

After immediate digital supply has begun and the statutory withdrawal right has lawfully expired, we do not normally provide a refund merely because:

• The customer changed their mind
• The customer purchased the wrong product
• The customer no longer needs the product
• The customer failed to check the disclosed format
• The customer lacks compatible software or equipment that was clearly identified before purchase
• The customer has already accessed or downloaded the product

This does not affect statutory rights where the digital product is defective, inaccessible, materially different from its description or otherwise does not conform to the contract.

9.3 Where valid consent was not obtained

Accessing or downloading digital content does not by itself remove a mandatory withdrawal right where the legally required express consent, acknowledgement and confirmation were not properly obtained.

9.4 Download problems

A customer should contact us where:

• A download link does not work
• An authorised download cannot be accessed
• A supplied file is corrupted
• The wrong file was supplied
• The product is materially incomplete
• The product does not match its description

We may first attempt to:

• Restore access
• Reissue a download link
• Replace the file
• Provide the correct version
• Correct the defect
• Provide reasonable technical assistance

Where correction or replacement is impossible, unsuccessful or not provided within a reasonable period, the customer may be entitled to a price reduction, termination or refund under applicable law.

10. Duplicate and Accidental Digital Orders

Where the same customer accidentally purchases the same digital product more than once, the customer should contact us promptly and before using the duplicate entitlement.

After verifying the duplicate transaction, we may cancel and refund the duplicate purchase.

This section is a voluntary customer-service provision and does not reduce statutory rights.

11. Professional and Consultancy Services

Professional services may include:

• Consultancy
• Publishing
• Media services
• Marketing
• Website services
• Design
• Technical services
• Training
• Project work
• Creative services

11.1 Cancellation before work begins

Where a customer cancels before work begins, we will normally refund payments received, less:

• Non-refundable third-party costs already incurred with the customer’s approval
• Reasonable administrative charges expressly agreed in advance
• Any work already completed at the customer’s request

Mandatory consumer withdrawal rights remain unaffected.

11.2 Work beginning during the withdrawal period

A consumer may expressly request that a service begin before the 14-day withdrawal period expires.

If the consumer subsequently withdraws, the consumer may be required to pay a proportionate amount for services properly provided before the withdrawal notice was received, where legally permitted and where the required information and express request were provided.

11.3 Completed services

The consumer’s statutory withdrawal right may expire after a paid service has been fully performed where:

• Performance began with the consumer’s prior express consent;
• The consumer acknowledged that the withdrawal right would expire once the service was fully performed; and
• All other legal requirements were satisfied.

11.4 Cancellation outside a statutory withdrawal right

Where no statutory withdrawal right applies, cancellation of a custom service is subject to the project agreement.

The customer may be required to pay for:

• Work completed
• Time reserved
• Approved expenses
• Third-party commitments
• Non-cancellable purchases
• Work in progress
• Reasonable cancellation costs stated in the agreement

Any deposit described as non-refundable must remain subject to mandatory law and must not exceed the amount reasonably justified by the circumstances.

12. Project Deposits

A project may require a deposit before work begins.

Unless a project agreement states otherwise:

• The deposit is credited toward the total project price;
• Work will not begin until the deposit is received;
• The deposit may be used to cover reserved capacity, preparation and initial work;
• Any refundable balance will be calculated according to work performed and costs incurred.

A deposit is not automatically forfeited merely because a project is cancelled.

Where the retained amount exceeds work completed and properly incurred costs, the remaining balance will be refunded where required.

13. Customer Delays and Abandoned Projects

Where a customer fails to provide required information, access, feedback or approval, we may pause the project.

If the customer remains unresponsive after reasonable reminders, we may:

• Revise the project schedule
• Charge agreed restart or remobilisation costs
• Invoice completed work
• Close the project
• Terminate the agreement where legally permitted

Before treating a project as abandoned, we will normally provide written notice and a reasonable final opportunity to respond.

Amounts for work properly completed and approved third-party costs remain payable.

14. Subscriptions and Memberships

14.1 Cancelling a recurring subscription

A customer may cancel a recurring subscription using:

• The customer-account cancellation function, where available
• The legally required online cancellation function, where applicable
• The cancellation method shown at purchase
• Email to info@euroafricamedia.eu

Unless mandatory law or the subscription description provides otherwise, cancellation takes effect at the end of the current paid billing period.

14.2 Access after cancellation

After cancellation:

• The subscription will not renew for a further billing period;
• Access normally continues until the end of the paid period;
• Access may end earlier where a refund for the current period is granted;
• Downloaded materials remain subject to the applicable licence and Digital Download Terms.

14.3 Partial-period refunds

Cancellation of a subscription does not automatically create a right to a proportional refund for an already-started billing period.

A partial refund may be provided where:

• Required by law;
• The service was materially unavailable;
• The subscription was incorrectly charged;
• A statutory withdrawal was validly exercised; or
• We approve a refund as a customer-service measure.

14.4 Subscription price changes

Where a price change applies to a future billing period, customers will receive reasonable advance notice.

A customer who does not accept the new price may cancel before the new price takes effect.

15. Courses, Training and Events

15.1 Online self-paced courses

Self-paced digital courses are generally treated as digital content, digital services or a combination of both.

Immediate access and withdrawal rights will be handled according to the nature of the course and the consent obtained at checkout.

15.2 Live online or in-person training

Cancellation conditions for a scheduled course or training event will be displayed before booking or included in the booking confirmation.

Unless separate conditions are supplied, the following voluntary cancellation schedule applies:

• Cancellation at least 14 calendar days before the scheduled start: full refund
• Cancellation between 7 and 13 calendar days before the scheduled start: 50% refund
• Cancellation fewer than 7 calendar days before the scheduled start: no voluntary refund
• Failure to attend: no voluntary refund

This voluntary schedule does not restrict a statutory withdrawal right or another mandatory remedy.

15.3 Substitute participants

Where appropriate, a customer may request to transfer a course place to another suitable participant before the course begins.

Transfer is subject to:

• Reasonable advance notice
• Any eligibility requirements
• Updated registration information
• Any unavoidable administrative cost disclosed before approval

15.4 Cancellation by EuroAfrica Media Network

We may cancel or reschedule a course because of:

• Instructor illness or unavailability
• Insufficient enrolment
• Venue problems
• Technical failure
• Safety concerns
• Events outside our reasonable control

Where we cancel and do not provide a suitable replacement date or equivalent service, affected customers will receive a refund of the amount paid for the cancelled course.

We are not responsible for unrelated travel, accommodation or other external costs unless liability cannot legally be excluded.

16. Physical Products That Are Defective or Damaged

Customers should inspect delivered products within a reasonable time.

A customer should contact us promptly where a product:

• Arrives damaged
• Is defective
• Is incomplete
• Is not the product ordered
• Does not match its description

The customer should provide where reasonably possible:

• Order number
• Description of the problem
• Photographs
• Packaging information
• Delivery details

Depending on the circumstances and applicable law, the remedy may include:

• Repair
• Replacement
• Completion of missing parts
• Price reduction
• Contract termination
• Refund

A consumer’s statutory conformity and warranty rights remain unaffected.

17. Digital Products That Do Not Conform

A digital product or digital service must correspond to its contractual description and provide the agreed functionality, compatibility and access.

Where a digital product does not conform, we may first attempt to bring it into conformity by:

• Restoring access
• Correcting the file
• Providing an update
• Replacing the product
• Supplying the promised content

Where conformity cannot be restored within a reasonable time, or where another remedy is legally available, the consumer may be entitled to:

• A proportionate price reduction
• Termination of the contract
• A full or partial refund
• Other statutory remedies

18. Refunds for Change of Mind

Outside a valid statutory withdrawal right, we are not required to provide a refund merely because a customer:

• Changed their mind
• No longer wants the purchase
• Chose the wrong product or service
• Failed to read the product description
• Failed to check compatibility requirements
• Did not use the purchased service
• Found a similar product elsewhere
• Expected a result that was not promised

We may nevertheless approve a discretionary refund based on the individual circumstances.

Any discretionary refund:

• Does not establish an entitlement in another case;
• Does not amend the contract generally; and
• Does not restrict mandatory legal rights.

19. Promotional, Discounted and Bundled Purchases

Products purchased through a promotion, discount, bundle or coupon remain subject to statutory rights.

Where only part of a bundle is returned or cancelled, any refund may be calculated according to:

• The actual price paid
• The retained products
• The promotion conditions
• The value attributable to each item

A refund will not exceed the amount actually paid for the affected product or service.

20. Free Products and Bonuses

Free products, complimentary downloads, gifts and bonuses do not have a refundable cash value.

Where a paid transaction is refunded or cancelled, access to related bonuses may also be withdrawn.

This does not affect statutory rights relating to a paid bundle where the bonus forms part of the agreed contractual content.

21. Cancellation by EuroAfrica Media Network

We may cancel or terminate an order or service where:

• The product or service is unavailable
• A pricing error is obvious
• Payment fails
• Fraud or misuse is suspected
• The requested work is unlawful
• The customer materially breaches the agreement
• The customer creates a security risk
• Performance becomes impossible
• An event outside our reasonable control prevents performance

Where we cancel before supplying the affected product or service, payments for the unprovided portion will be refunded.

Where part of a service has already been properly provided, any refund will be calculated according to:

• Work completed
• Benefits already received
• Non-refundable third-party costs
• Mandatory legal requirements

22. Non-Payment and Payment Reversals

Where a payment is rejected, reversed or overdue, we may:

• Suspend service
• Suspend account access
• Suspend downloads
• Pause project work
• Request replacement payment
• Terminate the affected agreement where legally permitted

No refund is due for unpaid services.

A payment reversal does not remove the customer’s obligation to pay for products or services properly supplied.

23. Chargebacks and Payment Disputes

Customers should contact us before initiating a chargeback so that we have a reasonable opportunity to investigate and resolve the issue.

A chargeback should not be used to avoid:

• A valid payment obligation
• Agreed cancellation charges
• Payment for completed work
• Digital licence restrictions
• A reasonable support or correction process

We may provide relevant order, delivery, download, communication and transaction records to the payment provider when responding to a dispute.

Nothing in this section prevents a customer from exercising a lawful payment-dispute right.

24. How to Request a Refund or Cancellation

Requests should be sent to:

info@euroafricamedia.eu

Please include:

• Full name
• Email address used for the order
• Order or invoice number
• Product or service
• Date of purchase
• Reason for the request
• Requested resolution
• Relevant evidence or screenshots

We may request additional information reasonably necessary to:

• Verify the customer
• Locate the order
• Investigate the issue
• Prevent fraud
• Determine the appropriate remedy

25. Refund Method and Timing

Approved refunds will normally be returned using the original payment method.

Where the original method is unavailable, an alternative lawful method may be agreed.

Where law requires reimbursement within a specified period, we will follow that period.

For voluntary refunds, we normally initiate payment within 14 days after approval.

The time required for the refunded amount to appear may depend on:

• PayPal
• The customer’s bank
• Card issuer
• Payment processor
• Currency conversion
• International payment systems

EuroAfrica Media Network does not charge a refund-processing fee.

Original currency-conversion differences or fees charged independently by a bank or payment provider may not be recoverable from EuroAfrica Media Network unless legally required.

26. No Waiver of Mandatory Rights

Nothing in this policy excludes or limits:

• Statutory withdrawal rights
• Rights relating to defective products
• Rights relating to non-conforming digital content
• Rights relating to improperly performed services
• Mandatory guarantees
• Other rights that cannot legally be excluded

Where this policy conflicts with mandatory law, the mandatory legal rule applies.

27. Changes to This Policy

We may update this policy to reflect:

• Changes in law
• New products or services
• Changes to payment methods
• New subscription structures
• Operational changes
• Clarifications of existing procedures

The version that applied when an order was placed will continue to govern that order unless:

• A change is required by law;
• The parties agree otherwise; or
• The change benefits the customer without reducing existing rights.

28. Contact

For withdrawal, refund or cancellation requests, contact:

EuroAfrica Media Network
Fritz-Flinte-Ring 15
22309 Hamburg
Germany

Represented by: Chris Ezeh

Email: info@euroafricamedia.eu
Telephone: +49 40 32519669

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from an eligible contract.

To:

EuroAfrica Media Network
Fritz-Flinte-Ring 15
22309 Hamburg
Germany

Email: info@euroafricamedia.eu

I/We hereby give notice that I/We withdraw from my/our contract for the purchase of the following products or provision of the following services:

Product or service:

Order number:

Ordered on or contract concluded on:

Received on, if applicable:

Name of consumer:

Address of consumer:

Email address:

Signature of consumer, only if submitted on paper:

Date: