5.1. Procedure for the supply of Services:
5.1.1. The term for supplying Services under this Agreement may vary from 1 (one) day to 4 (four) calendar months depending on the type of Service, counted from confirmation of payment. Specific delivery terms for different Services are agreed individually with each Customer, unless other terms are explicitly stated on the Site.
5.1.2. When ordering services of a personal nature (consultations, personal work, accompaniment), after the Customer fills in the form with personal data, selects a Service and pays for it in full, the Customer notifies the Provider of the payment by email and supplies the following:
- either their own photo and a description of their situation;
- or a convenient time and date for a personal consultation with the Provider;
- or replies to questions sent to them by the Provider.
5.1.3. After the Customer fulfils the conditions set out in clause 5.1.2 of this Agreement, the Provider shall, within 3 (three) calendar days, respond to the request and conduct an interview with the Customer to clarify the details of the paid Service. On the basis of that interview, and pursuant to applicable consumer protection laws, the Provider decides whether to deliver or to decline the Service, and informs the Customer accordingly.
5.1.4. Feedback in the form of webinars, in line with the training programme and the chosen tariff, is conducted by the Provider in accordance with the training programme. The Provider reserves the right to change the day and date of any webinar.
5.1.5. Any additional questions arising for the Customer during the supply of Services may be raised and discussed via Feedback with the Provider.
5.1.6. Services are supplied exclusively during working hours — from 10:00 to 19:00, Monday through Friday — observing generally accepted standards of conduct, respect and professional courtesy.
5.1.7. The Parties hereby confirm that the Provider does not supply psychological or psychotherapeutic support 24 (twenty-four) hours a day, 7 (seven) days a week, and that in the event of aggressive or improper behaviour by the Customer the Provider has the right to terminate the work.
5.1.8. Access to Digital Products is provided to the Customer through the personal account on the Platform (https://lms.nantenamar.com/) after payment is confirmed. The moment the service of providing a Digital Product is rendered is the moment the Customer's access to the product is opened in the personal account.
5.1.9. The period of the Customer's access to a purchased Digital Product varies by product (access may also be lifetime) and is specified on the page of the respective product on the Site.
5.2. Procedure for payment of Services and Digital Products:
5.2.1. The price of the information-and-consulting Services and Digital Products under this Agreement is published on the Site at https://nantenamar.com/ and may be amended by the Provider at any time unilaterally. A new price enters into force upon publication and does not apply to Services and products already paid for at that moment.
5.2.2. Prices for Services and Digital Products are listed on the Site in US dollars (USD) as the monetary equivalent of the obligation in accordance with part two of Article 524 of the Civil Code of Ukraine.
5.2.3. All settlements under this Agreement are carried out exclusively in the national currency of Ukraine — the hryvnia (Article 533 of the Civil Code of Ukraine, Article 5 of the Law of Ukraine “On Currency and Currency Transactions”).
5.2.4. The amount payable in hryvnia is determined at the official hryvnia-to-US-dollar exchange rate set by the National Bank of Ukraine as of the date the invoice for payment is generated, increased by an exchange-rate surcharge of 3% (three percent). The exchange-rate surcharge compensates the Provider's costs of acquiring and the mandatory payments associated with carrying out the settlement. The resulting amount is rounded to the kopiyka according to standard mathematical rules; rounding up beyond one kopiyka is not applied.
5.2.5. The procedure for determining the amount established by clause 5.2.4 applies in accordance with part two of Article 533 of the Civil Code of Ukraine as a different procedure for determining the monetary equivalent established by the agreement.
5.2.6. The final amount in hryvnia is displayed to the Customer before payment is confirmed and remains unchanged for the period of validity stated in the invoice itself (by default — 2 (two) hours from the moment it is generated). Upon expiry of this period the invoice ceases to be valid, and a new invoice is generated at the exchange rate effective on the date of its generation.
5.2.7. The official exchange rates of the National Bank of Ukraine are public and available in the archive at bank.gov.ua, which allows the Customer to independently verify the correctness of the amount determined for any date.
5.2.8. Where the price of an individual tariff is set directly in hryvnia, no conversion is performed and the stated hryvnia price is payable.
5.2.9. Payment for the chosen Service and/or Digital Product is made by the Customer by crediting funds in advance to the Settlement Account, in the amount of 100% of the cost, within 3 (three) calendar days from the moment of the order.
5.2.10. The moment of payment is deemed to be the moment funds arrive at the Settlement Account.
5.2.11. Payment for Services and Digital Products is made by the Customer with a bank (credit or debit) card on the secure payment page of the acquiring bank. Acquiring is performed by monobank (JSC “UNIVERSAL BANK”). The Site does not receive or store the Customer's bank-card details.
5.2.12. After payment by bank card, a fiscal receipt is sent to the email address specified by the Customer. Fiscalisation of settlement transactions is performed via the Checkbox software registrar of settlement transactions (PRRO).
5.2.13. Any questions arising during payment for, and receipt of access to, Services and Digital Products may be clarified by the Customer through Feedback with the Provider and the contacts listed under the “Contacts” section of the Site.
5.3. Refund conditions:
5.3.1. Refunds for a Digital Product (a recorded distance course or other recorded materials) are issued upon the Customer's request sent to info@nantenamar.com within 14 (fourteen) calendar days from the moment the Customer's access to the product was opened in the personal account on the Platform, provided that no more than 20% of the course lessons have been opened at the moment of the request. The fact that lessons have been opened is recorded by the Platform (LMS) and serves as the basis for determining whether this condition is met. The request must contain the Customer's full name, the email address used for the purchase, and the name of the product.
5.3.2. When placing an order for a Digital Product, the Customer gives their direct and unambiguous consent to the commencement of the supply of the service — the opening of access to the Digital Product in the personal account on the Platform — before the expiry of 14 (fourteen) calendar days from the conclusion of the Agreement. The Customer confirms that they have been informed by the Provider that, by giving such consent, they lose the right of withdrawal from the agreement provided for by applicable law once the supply of the service has begun. The fact that the Customer has given such consent and acknowledged this condition is recorded by the Provider (the Platform) at the moment the order is placed, together with the date and time of Acceptance and the edition date of the Agreement in force at the moment of Acceptance. The loss of the statutory right of withdrawal does not deprive the Customer of the contractual right to a refund on the conditions of clause 5.3.1 of this Agreement.
5.3.3. For services of a personal nature — long-term personal work with the Provider (individual accompaniment, personal programmes): if the information supplied within the Service does not resonate with the Customer, if it is unclear to them, or if the Customer experiences fear or anxiety, the Provider undertakes to refund the full amount paid for the Service and the work with the Customer is terminated. The Customer must notify the Provider of such circumstances within 1 (one) working week of receiving the information by sending an email to info@nantenamar.com. The message must contain the Customer's full name and a description of the issues encountered with perceiving the supplied information. This clause applies exclusively to long-term personal work with the Provider and does not extend to Digital Products (recorded courses); refunds for Digital Products are governed by clauses 5.3.1–5.3.2 of this Agreement.
5.3.4. Where, following the interview with the Customer, the Provider sees and understands that the Customer is not ready for development and the perception of the practices (the Customer needs a psychologist or psychotherapist), the Provider unilaterally decides to terminate communication with the Customer and refund the full amount paid for the Service. The Provider undertakes to notify the Customer of this within 3 (three) calendar days from the moment the Service was paid for, by sending the corresponding message to the email address from which the order request was submitted. This clause applies to services, personal work, accompaniment and consultations, and does not extend to Digital Products.
5.3.5. If, due to technical issues or errors on the Site, the Customer paid at an erroneously displayed price and/or paid for a Service different from the one ordered, the Customer will be notified of the technical error by the Provider and will have the option either to pay the actual price of the Service or to receive a refund of the funds paid, within 3 (three) working days of receiving such notification.
5.3.6. Refunds are issued in the absence of grounds for refusing a refund. Where no such grounds exist, the refund is initiated by the Provider no later than the next working day after receiving the Customer's request. Refunds are issued less the actual costs incurred by the Provider as of the moment of refund. Such actual costs include (but are not limited to) the commissions of banks, credit organisations and the relevant payment systems for executing the refund.
5.3.7. The Provider reserves the right to reject the Customer's refund request in the event of:
- 5.3.7.1. Failure to meet the deadlines for requesting a refund set out in clauses 5.3.1 and 5.3.3 of this Agreement, and — for Digital Products — exceeding the share of opened course lessons established by clause 5.3.1;
- 5.3.7.2. The Customer's unwillingness, for personal reasons or convictions, to apply the knowledge and skills received going forward;
- 5.3.7.3. The Customer treating the Provider with disrespect.
The grounds set out in clauses 5.3.7.2 and 5.3.7.3 apply exclusively to services of a personal nature (clauses 5.3.3–5.3.4) and do not extend to refunds for Digital Products.