This policy explains when a TALIO American order can be cancelled or refunded. It applies to all digital packages sold on https://american.talio.site.
1. What you are buying
TALIO American sells digital exam-prep access (videos, homework, quizzes, tools, and related online services). There is no physical product and no shipping. Access starts when payment is confirmed.
2. How to cancel or request a refund
The parent or guardian who paid should email support@american.talio.site from the email on the paying account, with the subject “Refund request”. Include the student name, order or payment reference, package purchased, and the reason.
We review complete requests within 3 business days. Approved refunds are returned through the original payment method when the gateway and bank allow it. Bank or wallet posting usually takes 7–14 business days after we approve the refund.
3. Full refund — unused access (14 days)
You may request a full refund within 14 calendar days of the successful payment if the paid content has not been substantially used.
“Substantially used” means any of the following after purchase:
- Watching paid lesson videos beyond the free preview or the first short orientation lesson.
- Submitting homework or a quiz.
- Downloading answer sheets or paid files.
- Attending a paid live session.
4. When a refund is not available
After the 14-day window, or after substantial use, the sale is final, except in the cases in section 5. We also do not refund:
- Dissatisfaction with an exam score or with how much the student studied.
- Buying the wrong track if the student already used the content.
- Sharing the account or breaking the Terms & Conditions.
- A change of mind after live attendance or after downloading paid materials.
5. Faults, duplicates, and failed access
We will refund or restore access, at our choice, if:
- You were charged twice for the same order.
- Payment succeeded but the subjects never unlocked, and we cannot fix it within a reasonable time.
- A serious, prolonged platform fault on our side prevents use of a paid course.
6. Currency of the refund
The charged amount is always in Egyptian Pounds. Refunds are issued in EGP to the original method. If your bank converts EGP to another currency, the amount you see back may differ slightly because of the bank’s rate and fees. TALIO American refunds the EGP amount we received, minus any non-recoverable gateway fee only when the gateway deducts it on a refund — we will tell you if that applies.
7. Chargebacks
Please contact us before opening a dispute with your bank. A chargeback opened without first emailing support, while the course is in use, may lead to account suspension. We will share payment and access logs with the payment provider when we respond to a dispute.
8. Cancellations before payment completes
If you abandon checkout, or a pending Fawry/wallet reference expires unpaid, no charge is kept and no access is granted. You can start a new order at any time.