Refund, Withdrawal and Complaints Policy

Effective date / Datum primene: 2026-09-24

1. Seller and scope

This policy governs refunds, withdrawal and complaints for online programmes and courses, including POSTANI, digital materials and memberships purchased directly through metalifevision.rs.

The seller and provider of the voluntary guarantee is:

Registered legal name: Yevt Group Registered office: To be completed after company registration. Address for notices and complaints: To be completed after company registration. Registration number: To be completed after company registration. Tax identification number: To be completed after company registration. Contact email: To be completed after company registration. Telephone: To be completed after company registration.

“Meta Life Vision”, “we” and “our” refer to this seller, not merely the brand. The policy is intended for purchasers in Serbia and abroad. We provide the voluntary guarantee for standard direct purchases without a territorial restriction. Statutory consumer rights apply to persons qualifying under the applicable rules.

Individually negotiated corporate training, individual services and physical products are not automatically covered by the digital-product guarantee. Their special terms must be available before purchase and cannot exclude mandatory rights.

2. Voluntary 14-day refund guarantee

For individual recorded programmes, courses and standalone digital materials purchased directly from us, we offer a full refund within 14 calendar days, calculated under the next section. Section 8 also applies to memberships.

You may explore the content and decide whether it suits you. You do not have to give a reason, prove dissatisfaction, complete a certain number of lessons or contact the instructor first.

Watching lessons, downloading materials, completing exercises or receiving a completion certificate does not, by itself, exclude this guarantee.

For a timely request covering an eligible purchase, we refund the entire amount paid for that purchase. We may invite voluntary feedback, but a response is not a refund condition. This guarantee is an additional contractual benefit. It does not replace or restrict statutory withdrawal, complaint, price-reduction, termination or other rights.

3. Starting and calculating the period

The guarantee starts by reference to the later of confirmation of the first payment for the purchase and availability of the agreed paid access with notification to you.

The day of that event is excluded. The period expires at the end of the fourteenth following calendar day in the local time of your habitual residence. More favourable mandatory calculation rules prevail.

Opening a free account, watching free introductory lessons or downloading free material does not start the guarantee for a later paid purchase. For pre-sales you may cancel and receive a full refund before the agreed paid access is provided; the guarantee period begins afterwards.

Where phased release is clearly disclosed before purchase, access begins when the first agreed paid part becomes available. Each subsequent lesson does not restart the guarantee. Delay or non-delivery of promised parts remains a separate complaint ground. Statutory withdrawal periods are calculated independently under applicable law, not necessarily from this guarantee’s start.

4. Statutory withdrawal and immediate access

Where Serbian law applies, a consumer generally has 14 days to withdraw from a distance contract. For services and online digital content, the period generally runs from contract formation, subject to statutory exceptions and extensions for missing information.

For paid digital content, we rely on an exception for commenced supply only where the applicable law allows it and all conditions are satisfied: prior express consent to begin supply, acknowledgement of the resulting loss of the statutory right and an appropriate contract confirmation.

We do not infer this consent from general acceptance of terms. This policy itself is not your express consent. Required statements are requested separately and included with the purchase confirmation on a medium you can retain, such as email.

Even where the law permits the statutory right to end when supply begins, our voluntary 14-day guarantee remains available. Where a statutory right cannot be waived, it remains unaffected.

5. Submitting a request

Send your request by email to To be completed after company registration., through “Withdraw from purchase / Request a refund” at To be completed after company registration., or by written notice to the seller’s address above. Complaints may also be made by telephone or another legally permitted method.

A clear statement that you withdraw from an identified purchase or request a refund is sufficient. Include your name, contact and information allowing us to find the purchase, such as an order number or purchasing email. Another suitable proof is accepted if you do not have the order number.

You do not have to classify the legal basis correctly. We do not require exclusive use of our form, a mandatory telephone call, a reason for withdrawing or reopening an account. Sending the notice before the relevant period expires preserves statutory withdrawal and guarantee deadlines. Keep evidence of sending. Later processing does not make a timely request late.

6. Acknowledgement, response and refund deadline

We acknowledge receipt without delay with tracking information. Electronic acknowledgements include the request’s contents and submission date and time.

We respond to complaints in writing or electronically within eight days of receipt, unless mandatory rules require faster action. The response contains the decision, reasons for any rejection and the proposed solution and timing.

For complaints subject to Serbia’s applicable deadline, we act within 15 days of submission, subject to statutory suspension rules and any permitted one-off extension with the consumer’s agreement. This does not extend separate repayment deadlines.

Refunds under the voluntary guarantee are made without unnecessary delay and no later than 14 calendar days after receipt of a timely request. This period does not begin only when an administrator approves it.

For statutory withdrawal, price reduction or other termination, the relevant statutory trigger and deadline apply. If immediate or faster repayment is required, we follow that rule. Acknowledgement or acceptance is not evidence that money has already been returned. We separately confirm a completed refund. Bank or payment-provider display times may vary; this does not change our duties or extend deadlines.

7. Amount, method and currency

A full refund returns the amount actually paid for the purchase, including taxes we charged. We do not deduct administration costs or our processor’s fees.

We refund through the original payment method. A different method is used only with your express agreement, where permitted and without additional cost to you. We do not substitute vouchers or platform credit without express agreement. Payments using gift credit, or a combination of credit and money, are returned in the corresponding original forms unless law requires otherwise.

The refund is calculated in the actual original charging currency shown in the transaction confirmation, not necessarily an indicative display currency. A bank’s conversion may affect its displayed amount; this does not exclude any compensation due by law.

If the original refund method is unavailable, we contact you to agree a secure alternative. We never request your PIN, card security code, password or one-time login code.

8. Memberships, subscriptions and free trials

This section applies only where these products are offered and agreed. Before subscription acceptance, we show the price, billing frequency, trial conditions and cancellation method. Recurring charges require appropriate consent. Renewal and change notices are supplied when and as applicable law requires.

Initial subscription. The voluntary 14-day guarantee covers the initial monthly or annual plan purchase. Section 3 governs its start. After a free trial, the initial charge is the first actual charge following the trial.

Renewals. Automatic renewal does not restart the voluntary guarantee. This does not exclude a new statutory right arising on renewal, unauthorised charging, changed terms or defective service.

Cancellation. Disable future renewal through the electronic cancellation function or our contact email, without a mandatory telephone call. Cancellation stops future charges; access continues until the paid period ends unless the purchase is terminated and refunded.

To prevent the next charge, send cancellation before the stated renewal time. Our delay in processing a timely cancellation cannot justify a further charge. Non-use of an account or newsletter unsubscribe is not subscription cancellation. Outside the guarantee, we do not refund a proportion of the subscription merely because you stop using it, unless required by law or a special offer.

A request to refund an entire subscription purchase is also treated as a request to stop its future renewals, even if the previous charge is not refundable.

9. Instalments, bundles, discounts and gifts

Instalments. Payments towards a predetermined total programme price are not a subscription. For a full refund, we return received programme payments and stop future instalments collected by us. If a bank or third party finances the purchase, we notify and cooperate with it to reconcile the payments; this policy does not replace its statutory rights and duties.

Bundles. The voluntary guarantee covers the entire digital bundle purchased as one unit. A partial refund of an element is provided where offered, subsequently agreed or legally required.

Discounts. We refund the amount paid, not the regular price. A discount or promotional code does not exclude the guarantee. We do not retrospectively price free bonuses to reduce the refund.

Gifts. The purchaser or recipient may submit a request with identifying purchase details. Funds are returned to the original payment method, not automatically to the recipient.

10. Live teaching, mentoring and individual services

Separately booked consultations, mentoring, live teaching and specially prepared services have special terms available before purchase. Online delivery alone does not make recorded-content exceptions applicable.

If you request that a service begins during a statutory withdrawal period, any charge for the part actually performed, or loss of the right after full performance, applies only with required information, consents and other legal conditions satisfied.

Where the offer expressly includes a service in our voluntary guarantee, we honour that offer. Special terms do not remove rights relating to unperformed or defective services.

11. Non-delivery, technical problems and complaints

You may complain where paid access is not delivered, charging is incorrect, content or service does not match its agreed description or another legally covered defect exists.

Expiry of the voluntary 14-day guarantee does not end complaint rights.

Where the relevant Serbian digital-content rules apply, we are responsible for non-conformity appearing within two years of a single supply or series of individual supplies, and throughout the agreed period for continuous supply. More favourable mandatory rules remain applicable.

We follow applicable rules on delivery, bringing the product into conformity, price reduction and termination. Restoring agreed access or remedying defects for which we are responsible is not charged extra. You need not accept unlimited repair attempts. Where immediate price reduction or termination is legally available, a prior repair attempt is not imposed.

For a time-based service, any proportionate repayment is assessed using the defective period, unused prepaid period and applicable law. A legally due full refund is not replaced with a proportionate one. You may submit an error message or screenshot. We request only reasonably necessary information; cooperation is not a condition of the voluntary no-reason guarantee.

12. Incorrect charges and bank disputes

Verified duplicate charges, incorrect amounts or charges after timely cancellation are corrected and refunded. These requests are not limited to the voluntary guarantee period.

This policy does not prevent you from contacting your bank or payment provider or limit their dispute rights and deadlines. If a bank dispute is already open for the same payment, we cooperate to resolve it correctly and avoid duplicate repayment. We do not require advance waiver of a statutory bank complaint right to consider your request.

13. Programme access and data after a refund

After a full refund or termination of the purchase, the right to use that paid programme or membership ends. We notify you of the end of access. Independently purchased programmes are not removed because one purchase is refunded.

Downloaded protected materials covered by the terminated purchase must not be further used or shared contrary to law and the licence. Your personal notes and independently created content do not become our property. We enable retrieval where legally required.

A refund is not conditional on deleting your whole account. Transaction, complaint and refund records are retained under applicable obligations and the Privacy Policy, limited to necessary processing.

14. Purchases through another seller or platform

If an app store or other platform is identified as seller in the purchase confirmation, it may handle repayment. Contact us for help identifying the appropriate process.

Using an external payment processor alone does not transfer our obligations to that processor. Intermediary terms cannot remove statutory rights or our duties in the particular sale. This guarantee automatically covers direct purchases from us; purchases from another seller are covered where expressly included in that seller’s offer.

15. International protection and governing law

Nothing in this policy excludes or limits non-excludable rights under rules mandatorily applicable to your purchase, including those of your habitual residence where applicable.

If those rules provide a longer withdrawal period, immediate or faster repayment, another starting point, renewal rights, a mandatory quality guarantee or other protection, we apply them. EU, EEA and UK rights are not replaced by this guarantee. Non-excludable Australian guarantees and remedies are preserved. The same principle applies to Brazil and other markets.

Serbian law governs the contract without depriving you of protection under other mandatory laws. This policy imposes no exclusive Serbian jurisdiction, mandatory arbitration or waiver of available legal remedies.

16. Complaints and dispute resolution

If dissatisfied with a response, you may request reconsideration through our contact. This is not an additional mandatory step before exercising statutory remedies.

For disputes covered by Serbia’s Consumer Protection Act, the trader must participate in the statutory out-of-court consumer dispute resolution procedure before the competent body. If we reject a complaint, we provide information about that option and the competent bodies.

A proposal may be submitted through the competent ministry’s official platform: To be completed after company registration., subject to first contacting the trader and other statutory conditions. This does not exclude court protection. Purchasers abroad retain access to competent authorities, available alternative dispute resolution bodies and courts under applicable rules.

17. Special offers, changes and language versions

We honour an expressly offered longer or more favourable guarantee. Hidden restrictions do not reduce the guarantee promised for covered products.

The version available and agreed at purchase applies to that purchase, subject to subsequent mandatory legal changes. Later amendments do not remove acquired rights. Language versions must convey the same terms. Translation differences or ambiguities are not interpreted to reduce mandatory consumer protection.

18. Optional notice form

You may use this form, but doing so is not a condition of exercising rights. We also accept the prescribed statutory form and any other legally permitted unambiguous statement.

To: Yevt Group, To be completed after company registration., To be completed after company registration.

I notify the seller that I withdraw from the following purchase and request repayment of the amount paid:

Programme, product or subscription: ____________________ Order number or other purchase information, if known: ____________________ Purchase date: ____________________ Purchaser’s name: ____________________ Purchaser’s address, where required by the statutory form: ____________________ Purchasing email: ____________________ Sending date: ____________________ Signature, only for notices submitted on paper: ____________________

No withdrawal reason is required. For a defect complaint, you may add a brief description and preferred remedy.