Withdrawal, Cancellation, Return, and Refund Policy

This Withdrawal, Cancellation, Return, and Refund Policy applies to the contracting of courses, educational programs, events, digital content, academic services, and other products or services marketed, managed, or provided, as applicable in each case, by Racks Labs, S.L. or by Racks Educational AI USA LLC (both hereinafter referred to as “Racks”), unless specific particular terms apply to the contracted product or service.

The specific contracting, marketing, billing, or service-providing entity shall be the one indicated on the contracting page, payment platform, particular terms, invoice, purchase confirmation, or informational documentation corresponding to each course, program, event, digital content, or service.

For certain programs, the certificate, diploma, or academic record may be issued by AISS and/or bear the endorsement of Racks University, under the terms indicated in the offer or applicable particular terms. However, such issuance or academic endorsement shall not necessarily imply that AISS or Racks University is the marketing, billing, or contractually responsible entity for the sale, unless expressly stated.

Where a course, program, event, digital content, or service has its own particular terms of withdrawal, cancellation, return, or refund, those particular terms shall prevail over this general policy with respect to the matters they specifically regulate.

Where the User acts as a consumer and applicable law grants a right of withdrawal, the User shall have a period of fourteen (14) calendar days from the date of contracting to withdraw from the contract without giving any reason and without penalty, except in cases where a statutory exception applies.

For these purposes, the date of contracting shall be understood as the date on which the User validly completes the corresponding purchase or payment.

To exercise the right of withdrawal, the User must communicate their decision by means of an unequivocal statement addressed to the entity with which they concluded the contract, as stated on the contracting page, payment platform, invoice, purchase confirmation, or applicable particular terms.

Where the contract was concluded with Racks Educational AI USA LLC, the communication may be addressed to:

Racks Educational AI USA LLC

Email: info@racks.university

Where the contract was concluded with Racks Labs, S.L., the communication may be addressed to:

Racks Labs, S.L.

Email: academy@rackslabs.com

Notwithstanding the foregoing, where there is doubt as to the contracting entity or the appropriate channel for exercising the right of withdrawal, the User may send their request to either of the email addresses indicated, and it will be duly routed internally to the entity responsible for the contract.

To meet the withdrawal deadline, it is sufficient for the communication to be sent before the fourteen (14) calendar day period expires.

The User may use the following model, although its use is not mandatory:

For the attention of the relevant contracting entity, Racks Labs, S.L. or Racks Educational AI USA LLC, as stated on the contracting page, payment platform, invoice, purchase confirmation, or applicable particular terms:

I hereby give notice that I withdraw from my contract of purchase/enrollment for the following course, program, event, digital content, or service:

Name of the course, program, or service:

Date of contracting:

Entity with which the contract was concluded: [Racks Labs, S.L. / Racks Educational AI USA LLC]

User's full name:

Email address used in the contracting process:

Payment method used:

Proof of payment or transaction details:

Date of the request:

Racks may request additional information where necessary to verify the User's identity, confirm the contract, or assess the merits of the request.

In the event of a valid exercise of the right of withdrawal within the statutory period, Racks will cancel the User's access to the course, program, platform, digital content, materials, supplementary resources, bonuses, community, support, and any other elements associated with the contracted service.

Racks will refund the payments received from the User without undue delay and, in any event, within a maximum of fourteen (14) calendar days from the date on which it was informed of the decision to withdraw. The refund will be made using the same payment method used by the User for the initial transaction.

The User must refrain from using, reproducing, downloading, retaining, copying, sharing, distributing, publicly communicating, or making available to third parties any content, materials, templates, resources, bonuses, or any other elements to which they had access prior to exercising the right of withdrawal.

Certain courses, programs, or products offered by Racks may consist wholly or partly of digital content accessed online, including recorded classes, videos, materials, templates, downloadable resources, educational platforms, communities, digital tools, or on-demand content.

Where the User requests or accepts immediate access to digital content before the expiry of the withdrawal period, and where the legally established requirements are met, the right of withdrawal may be excluded or limited with respect to such digital content.

In cases where Racks voluntarily decides to grant a more favorable withdrawal or refund period for the User, even where access to digital content has taken place, the more favorable condition communicated in the offer or in the particular terms of the contracted course or program shall prevail.

Racks may offer, for certain courses, programs, or services, a voluntary refund policy, commercial guarantee, trial period, free cancellation, or additional return period.

Such voluntary policy shall apply only where expressly indicated on the contracting page, commercial offer, or particular terms of the relevant course, program, or service.

In the absence of an express voluntary policy, a refund shall be due only where required under applicable law or where there is a breach attributable to Racks that legally justifies such a refund.

Unless the particular terms of the contracted course, program, event, digital content, or service expressly provide otherwise, and outside the cases in which the right of withdrawal legally applies, an expressly applicable voluntary refund policy exists, or there is a breach attributable to Racks, the User may not unilaterally cancel the contract or request a return, compensation, price reduction, cancellation of outstanding amounts, or extension of the access period for reasons of personal convenience, change of mind, supervening loss of interest, or any other cause not provided for by law or contract.

In particular, no return, compensation, price reduction, cancellation of outstanding amounts, or extension of the access period shall be due in the following cases:

a) The User's failure to access the platform frequently.

b) Failure to view all or part of the content.

c) Failure to benefit from the course or program.

d) Voluntary abandonment of the course, program, or service.

e) Inactivity of the User.

f) Personal, work-related, medical, family, technical, or organizational reasons attributable to the User.

g) Scheduling conflicts, lack of time, or changes in the User's personal, professional, or financial circumstances.

h) Change of mind, loss of interest, subjective expectations, or the User's unilateral decision not to continue with the course, program, or service.

i) Subjective expectations not expressly set out in the offer, contracting page, or applicable particular terms.

j) Failure to obtain financial, employment-related, professional, academic, technical, commercial, or any other kind of results.

k) Failure to use, activate, or benefit from bonuses, supplementary resources, community, support, sessions, templates, ancillary materials, promotions, or additional benefits.

l) Reasonable modifications to the content, schedule, platform, tools, teaching staff, methodology, or format that do not substantially alter the principal subject matter of the contract.

m) Changes, discontinuation, restrictions, prices, terms of use, operation, or availability of third-party tools, APIs, platforms, models, software, artificial intelligence services, or third-party services not attributable to Racks.

n) Technical incidents attributable to the User's device, connection, configuration, browser, software, email, availability, or technology environment.

o) Non-attendance at live sessions, events, webinars, classes, masterclasses, or scheduled activities, unless the particular terms expressly provide otherwise.

p) The User's failure to read, review, or understand the pre-contractual information, particular terms, course characteristics, or included content, where such information was made available to them before contracting.

The contract confers upon the User the right of access to the contracted course, program, digital content, event, or service under the terms disclosed before purchase, regardless of the use, benefit, or actual participation that takes place thereafter.

Where the User contracts a course, program, or service through payment in installments, financing, or split payments, such arrangement shall not be regarded as a freely cancellable monthly subscription, unless expressly stated otherwise.

Payment in installments or financed payment constitutes a method of paying the total contracted price. Accordingly, the User assumes the obligation to pay the full amount, regardless of their degree of participation, continuity, actual access, viewing of content, or benefit from the course or program.

Voluntary cancellation, abandonment, inactivity, failure to access, non-use, or the User's personal inability to continue the course does not release them from paying the outstanding installments, unless withdrawal, cancellation, or refund is legally applicable.

In the event of non-payment, chargeback, payment rejection, or breach of the payment schedule, Racks may suspend, limit, or cancel the User's access to the content, platform, community, support, certificates, bonuses, and other associated services, without prejudice to claiming the outstanding amounts.

Unless the particular terms of the course or program expressly provide otherwise, contracted access periods shall run continuously from the corresponding activation or start date.

Temporary suspension, interruption, or extension of the access period shall not be granted for personal, work-related, medical, technical, organizational, or any other reasons attributable to the User, except with the express written authorization of Racks or where the particular terms of the program establish a specific regime.

Where Racks exceptionally authorizes a suspension, extension, or reactivation, it may make such authorization conditional on the provision of supporting documentation, technical availability, places, the academic calendar, the program version, or the conditions in force at that time.

Where the contracted service consists of attendance at an event, masterclass, webinar, session, workshop, in-person activity, live online activity, or any other service with a fixed date or performance period, the right of withdrawal may not apply, in accordance with consumer protection legislation.

Unless expressly stated otherwise, tickets, reservations, or registrations for events shall not be refundable in the event of the participant's non-attendance.

A refund shall be due only where the event is canceled for a cause attributable to Racks or where there is a substantial change to the date, time, format, or venue and the participant does not accept the proposed alternative, unless the particular terms provide otherwise.

Racks may cancel, suspend, reschedule, or modify courses, programs, events, sessions, or services where there are technical, organizational, academic, operational, or availability-related reasons, force majeure, unavailability of speakers, insufficient enrollment, or circumstances beyond its reasonable control.

Where the modification does not substantially alter the subject matter of the contract, it shall not give rise to any right to a refund, compensation, or termination of the contract.

Where the modification substantially affects the principal subject matter of the contract and no reasonable alternative is offered, the User may request a refund of the corresponding amount under the applicable terms.

Where a refund is due, Racks will process it without undue delay and, in any event, within the maximum period applicable under the legislation in force.

Unless expressly agreed otherwise, the refund shall be made using the same payment method used by the User in the initial contract, provided this is technically possible.

Racks shall not be liable for delays attributable to banks, payment gateways, external platforms, financing providers, payment processors, or technical incidents beyond its reasonable control.

Requests for return, cancellation, or refund should preferably be processed through the customer service channels made available by Racks.

Opening a chargeback, bank dispute, payment reversal, or claim with the payment provider shall not automatically suspend the User's contractual obligations or imply entitlement to a refund.

In the event of an unjustified chargeback, non-payment, or unfounded dispute, Racks may suspend or cancel access to the contracted services and claim the outstanding amounts, as well as any costs, fees, or damages arising therefrom where legally applicable.

This policy is of a general nature.

Where a course, program, event, digital content, or service has particular terms of withdrawal, cancellation, return, or refund accepted by the User during the contracting process, those particular terms shall prevail over this policy with respect to the matters they specifically regulate.