Refunds & Cancellations

1. Who we sell to

Everything here is sold business to business, to qualified skin professionals buying in the course of their practice. We sell worldwide except to the United States and Canada, where our insurance does not cover us.

Before you pay, you confirm that you hold a recognised qualification in skin or beauty therapy, that you are buying in the course of your business and not as a private individual, that you are outside the United States and Canada, that you want access immediately, and that you understand the purchase is final. You will be asked to provide your trading name, and your VAT number where you have one. We record all of it against your order.

Those confirmations are a warranty you give us and the basis on which we agree to sell. We are one person selling online: we cannot verify a trading name or check a register in every country, we do not attempt to, and nothing here should be read as a promise that we do. Where a confirmation turns out to be false, we may end access without returning money and recover what the breach costs us. A buyer who declares themselves a business cannot later rely on that same purchase to claim the protections given to consumers.

2. No refunds or cancellations

What we sell is digital. It is delivered on payment, or within a reasonable time of it where something outside our control causes a delay. Because of that, no refunds or cancellations are offered, and from the moment access is granted or your download is available you hold everything you paid for.

We do not refund because you changed your mind, have not found time to study, have finished it and no longer need it, found something elsewhere, or because your circumstances changed.

Free resources are different: nothing to cancel, nothing to refund, unsubscribe whenever you like and keep what you downloaded.

If anything is unclear, ask before you order - we would far rather answer a question than take money from someone who was not sure. And if you find yourself in a situation you think we should look at, write to us at info@janorastudio.ch. We are glad to consider individual cases on their own facts.

3. Orders placed in error

Two situations are corrections rather than refunds, and we deal with them without argument: a duplicate payment, and an order where access was never given and we cannot give it. Tell us promptly and we will cancel and return the money.

4. If something is wrong with what you bought

This section is about faults on our side, and there is no time limit on telling us about one. It covers a file that is corrupted or will not open for anyone, a module that is missing or has not been published, access that we have failed to grant, and material that does not match what the sales page described.

It does not cover problems at your end. Your device, browser, operating system, network or internet connection are yours to manage, and a video that will not play for you while playing for everyone else is not a defect in what we sold you. Nor is a brief outage at the platform we deliver through, or a restriction imposed by your own workplace or country on the services we use. We will always try to help you work out which it is, and we would rather you asked than assumed - but troubleshooting your equipment is a courtesy, not an obligation, and it does not give rise to a right to money back.

Where the fault is ours, tell us as soon as you notice. We fix it first, because that is usually what you want. If we cannot fix it within a reasonable time, you can have the money back for the part affected, or for the whole purchase where the problem goes to the heart of it. Nothing here limits our liability where Swiss law does not permit it to be limited, including for intentional wrongdoing or gross negligence.

If we withdraw a programme altogether, you get at least ninety days’ notice and a chance to download what you keep.

5. Payment plans

A payment plan is one contract at one price, where we have agreed you may pay in instalments. The whole price is owed on enrolment; the instalments decide only when it is paid. It is not a subscription and cannot be stopped part way.

• Where a plan carries a processing or administration charge, it is shown at checkout before you pay
• The dates are fixed, so an unpaid instalment falls into default on the date itself, without a reminder
• We may withhold access while you are behind - Swiss law entitles a party to withhold its own performance while the other is behind on theirs, and that is all a suspension is
• After thirty days the whole outstanding balance becomes due immediately
• Default interest runs at five per cent a year, and you are responsible for reasonable recovery costs
• Instalments already paid are payments against the price. They are not returned, whether you continue or not, and whether or not access is suspended or withdrawn

Suspension is not termination. Withholding access while you are behind keeps the contract alive, and the price stays owed. If instead we end the contract altogether, we do so as a claim in damages for what the default has cost us, not as a claim for the whole remaining price.

If you are having difficulty, write to us before the date rather than after it. We would far rather agree something with you than suspend anyone.

6. How to reach us, and how money is returned

Email info@janorastudio.ch with the name and email you bought with, the order date and number, and what has gone wrong. We answer within five working days.

Where money is returned to you under this page, we pay it within fourteen days of agreeing it, to the original payment method. How quickly it appears is up to your bank. Where you paid in another currency you are returned the sterling amount, and exchange differences are outside our control. Access ends at that point and downloaded documents must be deleted.

7. If our answer does not resolve it

Please tell us, and give us the chance to look at it again - most things are settled that way. If you would still like to take it further, our Complaints & Appeals route sets out each stage, including how to raise the matter with The CPD Group as our accrediting body. That route is open to you whatever this page says about refunds.

8. Terms confirmed at checkout

The terms on this page are set out at checkout and confirmed by you before you pay, rather than left to be found here. We record that confirmation with your order.

9. Law and contact

This page forms part of our Terms & Conditions. Swiss law governs it and the courts of Zurich have jurisdiction. Any question or concern: info@janorastudio.ch