Payment, Service, and Refund Policy
Our Commitment and Client Responsibility
To ensure the highest quality of service and maintain our commitment to personalized attention, we accept a very limited number of students and clients. When you enroll in a course or book a service, we dedicate resources and time to you and must often decline other applicants.
Therefore, we ask that you enroll only when you are fully committed to the service. We provide high-quality teaching strategies and customized plans, but we cannot guarantee specific results (e.g., test scores) as success depends on a student's full commitment and effort.
General Payment Policy
Advance Payment: All services, including courses, subscriptions, and appointments, must be paid in full in advance.
Payment Methods & Currency Options:
Accepted Payment Methods: Customers must use only the payment methods made available through our website checkout system
Installment Plans: Some services may offer installment payment options through our payment providers. While we accommodate installments as a payment method, the full service amount must be received by us in advance before service delivery begins, regardless of your payment arrangement with the payment provider
Multi-Currency Support: We offer payment in multiple currencies for your convenience. You may pay in your local currency if available through our payment system
Currency Conversion: All payments are processed and received by Mo-Way in Euro (€). Any currency conversion is handled by the payment provider
Payment Method Selection: It is entirely your responsibility to select the payment method that works best for you from those available through our website. We provide various options to accommodate different needs and preferences
Your Liability: You are fully responsible for:
Selecting an appropriate payment method from available options
Completing the full payment amount
Understanding the terms of any installment plan with the payment provider
Any agreements with your payment provider regarding installments
Payment Fees: All bank transfer fees, currency exchange fees, currency conversion fees, payment processing fees, and any other transaction-related fees are the responsibility of the client and are not included in the service price. Mo-Way receives the displayed amount in Euro after all fees.
Additional Services: Any services not explicitly listed in the product or course description (such as additional writing corrections, extended course access, or extra speaking tests) are considered separate services and require full, separate payment.
Important Note on Installments: If you choose an installment payment option, understand that this is an arrangement between you and the payment provider (not Mo-Way). Mo-Way must receive the full payment amount before beginning service delivery. If the payment provider offers you installments, they pay us the full amount upfront while you pay them in installments according to your agreement with them.
24-Hour Full Refund Window
All services are eligible for a full refund within 24 hours of payment during the pre-processing period.
This 24-hour refund window applies to all services regardless of type (courses, subscriptions, appointments, or one-time services).
If you request a refund within 24 hours of completing your payment and before we have begun active work on your service, you will receive a 100% refund.
After the 24-hour window expires, or once active service delivery has begun (whichever comes first), the standard refund policies for each service type apply as detailed below.
To request a refund within this window, contact us immediately at info@mo-way.com with your order details.
Important Exception for Urgent Services:
If you select "Urgent" service during checkout (requiring service delivery within 3-5 days), the refund window is reduced to 60 minutes instead of 24 hours.
Urgent services require immediate processing, which begins within 1 hour of receiving payment confirmation
For urgent service bookings, full refund is only available within 60 minutes of payment confirmation
After 60 minutes, processing has begun and standard no-refund policies apply
The "Urgent" option will be clearly indicated during checkout with this reduced refund window notice
By selecting "Urgent" service, you acknowledge and accept the 60-minute refund window instead of the standard 24-hour window
Our Service Delivery Guarantee
At Mo-Way, we stand behind the quality and completeness of every service we offer.
We are committed to delivering every component, feature, and benefit explicitly described in your service description. If you do not receive any promised service component as described, you have the right to remedy the situation.
Your Rights Under This Guarantee:
If any component or feature explicitly promised in your service description is not delivered as specified, you may choose one of the following:
Service Completion: Request that we deliver the missing service component or feature as originally promised
Proportional Refund: Request a proportional refund based on the significance and criticality of the undelivered component to the overall service
How to Claim Under This Guarantee:
To claim under this Service Delivery Guarantee, you must:
Provide Clear Documentation: Submit comprehensive proof and documentation showing:
The specific service component promised in the service description
Evidence that this component was not delivered as described
Timeline showing when the component should have been delivered
Any communication related to this service component
Timely Notification: Submit your claim within 24 hours of the scheduled time when the specific service component should have been delivered according to the service description and timeline
Contact Us: Send your claim with all documentation to info@mo-way.com with subject line "Service Delivery Guarantee Claim"
Our Response Commitment:
We will review your claim within 2-3 business days
We will provide a written response explaining our findings
If your claim is valid, we will offer you the choice of service completion or proportional refund
The proportional refund amount will be calculated based on the component's importance to the overall service value
What This Guarantee Covers:
This guarantee covers any service component, feature, or benefit that is:
Explicitly described in your specific service or product description
Clearly promised as part of the service deliverables
Documented in our official service documentation
Not delivered as specified in the service terms
What This Guarantee Does NOT Cover:
This guarantee does not apply to:
Services or features not explicitly listed in your service description
Additional services beyond those purchased
Components affected by client failure to meet their obligations (e.g., not submitting required materials, missing deadlines)
Services where the client violated terms (e.g., sharing access, providing false information)
General dissatisfaction without specific undelivered components
Expected results or outcomes (e.g., test scores, acceptance rates) that depend on student effort
Claims submitted more than 24 hours after the component's scheduled delivery time
Examples of Valid Claims:
Service description promises "bi-weekly meetings" but meetings were not scheduled
Course advertises "20 assessment videos" but only 15 are available
Service includes "feedback within 3 days" but no feedback was provided within this timeframe
Package promises "2 editing sessions per week" but sessions were not delivered
Examples of Invalid Claims:
"I didn't achieve my target IELTS score" (outcome depends on student effort)
"The course didn't meet my expectations" (subjective opinion without specific missing component)
"I wanted more practice materials" (when the promised amount was delivered)
Claim submitted 48 hours after the issue occurred (outside 24-hour window)
Our Commitment:
This guarantee reflects our confidence in our services and our commitment to transparency and accountability. We believe in delivering exactly what we promise, and this guarantee ensures you receive the full value of every service you purchase from Mo-Way.
General Service & Access Policy
Single-User License: Your access to any course, material, or service is for you, the registered client, alone.
Non-Transferable: You are not permitted to share your account, login credentials, course materials, or subscription access with any other individual.
Usage: Access is granted via the email address provided at the time of purchase.
Termination: We reserve the right to immediately terminate your access to our services, without refund, if you are found to be in violation of this single-user policy.
Course Access via Google Drive:
For all courses and subscription services that include course materials:
Access Method: You will be required to provide a Google account (Gmail address) during or immediately after purchase
Google Drive Access: Course videos and materials are hosted on Google Drive and shared with your provided Google account
View-Only Access: All course content is VIEW-ONLY and CANNOT be downloaded
No Download Permission: Downloading, copying, or screen recording course materials is strictly prohibited and constitutes a violation of terms
No Exceptions: This view-only policy has no exceptions and is enforced for all clients
Acknowledgment: By purchasing any course or subscription service, you acknowledge and accept that:
Course access is view-only via Google Drive
Materials cannot and will not be downloaded
You have been informed of this access method before purchase
Violation will result in immediate access termination without refund
Account Requirement: You must have or create a Google account to access course materials
Access Sharing Prohibited: Sharing your Google Drive access or allowing others to use your account to view materials is strictly prohibited
Policies by Service Type
1. Online Courses & Subscription Services
This category includes multi-part courses, monthly access programs, and any service offered as a subscription.
Service Policy:
Access Period: Access is granted for the specific duration defined at the time of purchase (e.g., 30 days for a monthly subscription, or a fixed term for a course package).
End of Access: Access to the service and all related materials automatically terminates at the end of the paid period.
Subscription Management: Subscriptions are paid in advance for the upcoming billing cycle. It is the client's responsibility to manage their subscription.
Course Access: All course materials are provided via Google Drive with view-only access as detailed in the General Service & Access Policy above. You must provide a valid Google account to receive access.
Refund Policy:
Within 24 Hours (or 60 minutes for Urgent services): Full refund available as specified in the 24-Hour Refund Window policy above
After 24-Hour Window: Due to the limited-capacity nature of our courses, no refunds are provided for any paid amounts for courses or subscriptions once the 24-hour refund window (or 60-minute window for urgent services) has passed.
Exception (Our Cancellation): The only exception is if we must cancel a course or service from our side. If we cancel a course after it has begun, the pro-rata value for the remaining, undelivered portion of the course will be fully refunded.
2. Appointments & Consultations
This category includes one-on-one appointments, scheduled speaking tests, advising sessions, and any service delivered at a specific, pre-booked time.
Service Policy:
The service consists of a dedicated time slot reserved for you with an instructor or consultant.
Refund & Rescheduling Policy:
Within 24 Hours: Full refund available if requested within 24 hours of payment and before scheduling confirmation.
After 24 Hours: No refunds are provided for appointments for any reason.
No-Shows: Clients who fail to attend their scheduled appointment ("no-show") will forfeit the appointment and the full fee. No refund or rescheduling will be provided.
Rescheduling: We permit clients to reschedule an appointment one time only.
The rescheduling request must be made at least 48 hours before the original, scheduled appointment time.
Requests made less than 48 hours in advance will not be accepted, and the appointment will be treated as a no-show.
3. One-Time Services
This category includes discrete services such as a single document review, a custom plan, or any other service that is delivered once.
Service Policy:
The service includes the specific deliverable as described on the product page. Once the service is purchased, it is considered active, and our experts reserve time to complete it.
Refund Policy:
Within 24 Hours: Full refund available if requested within 24 hours of payment and before active work begins.
After 24 Hours or Work Begins: No refunds are provided for any paid amounts once the 24-hour window has passed or once active work has begun (whichever comes first).
Exception (Our Cancellation): A full refund will be provided only in the event that we must cancel the service from our side before its delivery.
4. Visa Application Services - Special Policy
This section applies specifically to visa-related services including Visa VIP Complete and Visa Strategy Session.
Service Policy:
We provide comprehensive visa application support including document preparation, embassy coordination, interview preparation, and process management.
We work diligently to ensure your application meets all requirements and is presented professionally.
Refund Policy:
Within 24 Hours: Full refund available if requested within 24 hours of payment and before document collection begins.
After Service Delivery Begins: No refunds once we have begun active work on your visa application.
Visa Rejection - Special Refund Guarantee:
If your visa application is rejected for reasons beyond your control and not related to information you withheld or misrepresented to us, we will provide a full refund of the service fee.
This guarantee specifically covers rejections due to:
Embassy processing errors
Changed embassy policies or requirements
Documentation issues that arose despite following our guidance
Other circumstances demonstrably outside of your control
This guarantee does NOT cover rejections due to:
Information you failed to disclose to us during the consultation process
False or misleading information provided by you
Documents you failed to provide when requested
Circumstances you were aware of but did not share with us
Failure to follow our guidance or instructions
Missing your scheduled embassy appointment
Documentation Required: To process a refund under this guarantee, you must provide:
Official rejection letter from the embassy
Complete documentation of all information provided to us
Confirmation that all requested documents were submitted
Any other documentation we may reasonably request to verify the rejection reason
5. University Admissions Services - Special Policy & Guarantee
This section applies specifically to University Admissions Ultimate and University Admissions Concierge packages.
Our Admission Success Guarantee:
We guarantee that you will receive admission to at least one university from among the universities we select and apply to on your behalf.
For University Admissions Concierge: We apply to 3 universities selected strategically based on your profile
For University Admissions Ultimate: We apply to 3 universities selected strategically based on your profile
Service Policy:
We conduct comprehensive assessment of your academic profile, goals, and qualifications
We strategically select universities where you have strong admission prospects
We prepare and submit complete applications to the selected universities
We provide ongoing support throughout the admission process
For Ultimate package: We also provide visa support and accommodation guidance
Guarantee Terms & Conditions:
If you are not accepted to at least one of the universities we select and apply to, you have two options:
Full Refund Option: Receive a 100% refund of the service fee paid for the admissions service
Service Repeat Option: We will provide the exact same service again for a new application cycle at no additional charge
This guarantee is subject to the following conditions:
You must:
Provide complete, accurate, and truthful information about your academic history, qualifications, and background
Submit all requested documents within the timelines we specify
Disclose any circumstances that might affect your application (disciplinary issues, gaps in education, etc.)
Follow our guidance and recommendations throughout the process
Respond to our communications within reasonable timeframes
Meet the application deadlines we establish
The guarantee does NOT apply if:
You provided incomplete, inaccurate, or false information
You failed to submit required documents within specified deadlines
You did not disclose relevant circumstances that affected your application
You did not follow our guidance or instructions
You unilaterally made changes to applications without our approval
You failed to respond to our communications in a timely manner
You did not meet minimum eligibility requirements you claimed to meet
Refund Policy for University Admissions Services:
Within 24 Hours: Full refund available if requested within 24 hours of payment and before assessment begins.
After Assessment & University Selection Begins: No refunds except as provided under our Admission Success Guarantee above.
After Applications Are Submitted: No refunds except as provided under our Admission Success Guarantee above.
What's NOT Included (No Refund for These):
The following fees and costs are NOT included in our service and are NOT refundable:
University application fees (paid directly to universities)
Visa application fees (paid directly to embassies) - for Ultimate package
Document translation services
Physical document courier costs
English language test fees (IELTS, TOEFL, etc.)
Transcript or diploma fees from your institutions
Service Timeline:
We stay with you until admission results are received from all applied universities
For Ultimate package: We continue support through visa approval and accommodation guidance
Service completion is achieved when admission guarantee is fulfilled
Contact Us
If you have any questions about our Payment, Service, and Refund Policy, please contact us by email: info@mo-way.com
Policy Last Updated: November 2025
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