EDPRO ASSOCIATION

Invoicing, Payments, Cancellation and Refunds Policy

Organisation: EDPRO ASSOCIATION – Organisation of Learning and Professional Development
Country: Portugal
NIF/NIPC: 517454084
Effective date: January 2024
Last updated: July 2026

1. Purpose and Scope

This Invoicing, Payments, Cancellation and Refunds Policy explains the terms governing payments, invoicing, cancellations, refunds, instalment plans and related administrative arrangements for services provided by EDPRO ASSOCIATION (“EdPro”, “we”, “us” or “our”).

This policy applies to EdPro memberships, administrative and learner-support services, course referrals, workshops, seminars, events and other activities offered directly by EdPro.

Where a programme is delivered by Centro Qualifica or another third-party provider, this policy applies to the services and fees provided by EdPro. The third-party provider’s own terms may separately govern its training, attendance, assessments, certification and fees.

Nothing in this policy excludes or restricts any mandatory consumer rights under Portuguese or European Union law.

2. Separate Services and Fees

EdPro may charge a separate membership fee or service fee for its own services, which may include:

• Membership administration and related services.

• Information about learning and professional-development opportunities.

• Referral or application assistance for relevant programmes.

• Administrative guidance and communications.

• Learner support and coordination within the scope of EdPro’s services.

• Access to eligible EdPro workshops, events or community activities, where offered.

The applicable services, fees and payment conditions will be communicated to the customer before payment or enrolment.

EdPro does not receive payment from Centro Qualifica for referring learners under the arrangement described by EdPro. Any fee charged by EdPro is separate from any fee charged by Centro Qualifica or another provider.

Payment of an EdPro membership or service fee does not, by itself, guarantee admission to a third-party programme, successful completion, a qualification or certification, or access to an event that is subject to separate eligibility or availability requirements.

3. Invoicing

EdPro will issue invoices or other applicable payment documentation in accordance with Portuguese tax and invoicing requirements.

Learners must provide accurate information reasonably required for invoicing, which may include their full name or legal entity name, billing address and Portuguese tax identification number where applicable.

Learners are responsible for checking the accuracy of the information supplied and notifying EdPro promptly of any errors.

Where an invoice needs to be corrected, cancelled or replaced, EdPro will handle the matter in accordance with applicable invoicing and tax requirements.

Invoices and payment confirmations may be delivered electronically using the contact details supplied by the customer.

4. Payment Methods

Unless otherwise stated in the relevant service offer or invoice, EdPro accepts the following payment methods:

• Bank transfer to the bank account designated by EdPro.

• Direct payment to EdPro through an agreed payment arrangement.

Payment instructions, applicable fees and any payment deadline will be provided before payment is due.

Learners should include the relevant invoice number, membership reference or other payment reference when making a bank transfer.

A payment is considered received when the funds have been received and can be reasonably identified by EdPro, subject to applicable banking procedures.

Customers should retain proof of payment until the transaction has been confirmed.

5. Payment Deadlines and Outstanding Amounts

Customers must pay the agreed fees by the due dates stated in the invoice, service offer or written payment arrangement.

If a payment is not received by the due date, EdPro may contact the customer to request payment or clarification.

Where permitted by the agreement and applicable law, EdPro may suspend access to further services, delay the provision of services that have not yet begun, or take proportionate steps to recover outstanding amounts.

Any late-payment charges, interest or recovery costs will be imposed only where legally permitted and applicable requirements have been met.

Suspension or non-attendance does not automatically cancel a customer’s payment obligations. Any amount remaining payable will be assessed in accordance with the agreement, the services supplied and applicable law.

6. Instalment Plans

Where EdPro agrees to accept payment by instalments, the instalment amounts, due dates and applicable conditions will be communicated to the customer in writing.

Unless otherwise agreed:

• The first instalment confirms the customer’s payment commitment under the agreed arrangement.

• Access to services may be withheld until the applicable payment conditions have been met, where this has been communicated in advance and is lawful.

• Missed instalments may result in a reminder and, where permitted by the agreement and applicable law, suspension of further services.

• Any outstanding balance will be assessed under the agreed payment terms 14 days before service starts.

• Amounts already paid are not automatically refundable merely because the customer stops participating after services have begun.

An instalment plan does not waive any statutory right of withdrawal or other mandatory consumer protection.

If a customer wishes to cancel an instalment arrangement, the customer should contact EdPro in writing. EdPro will assess the request under this policy, the agreed terms and applicable law.

7. Statutory Consumer Right of Withdrawal

Where a contract is covered by Portuguese or European Union consumer law, a consumer who enters into a qualifying distance contract will generally have a 14-calendar-day right to withdraw from a service contract, calculated from the date the contract is concluded. Different rules, exceptions or time limits may apply depending on the type of contract and service.

This statutory right is separate from EdPro’s additional cancellation policy in Section 8.

7.1 Request to begin a service during the withdrawal period

If a learner requests that EdPro begin providing a service during the statutory withdrawal period, EdPro will obtain any express request, consent or acknowledgement

If the learner subsequently withdraws, the learner may, in certain circumstances, be required to pay a proportionate amount for services supplied before withdrawal. This applies only where the relevant legal requirements have been satisfied.

These conditions may include prior express consent, acknowledgement of the legal consequences and confirmation from EdPro, as required by law.

Access to a learning platform, receipt of materials, attendance at a class or contact with a coordinator does not automatically remove every statutory right of withdrawal. The effect depends on the type of contract and the applicable legal requirements.

7.2 Exercising the statutory right

A learner who wishes to exercise a statutory right of withdrawal should send EdPro a clear written notice before the applicable deadline.

Cancellation and refund email: info@edpropt.org

The notice should identify the learner and the relevant membership, service or booking, and clearly state the decision to withdraw.

Where required, EdPro will provide a model withdrawal form. Using the model form is not mandatory where the law permits another clear statement of withdrawal.

EdPro will process any refund required by law within the applicable legal deadline and using a method permitted by law.

8. Additional Cancellation Policy — At Least 15 Working Days Before Course Start

In addition to any statutory rights, EdPro may offer cancellation under this additional policy where the customer submits a written cancellation request at least 15 working days before the scheduled course or programme start date.

This additional policy is separate from the statutory right of withdrawal. It applies only where the relevant course or service has not started and the service conditions below have not been used, subject to the customer’s mandatory legal rights.

For this policy, “working days” means Monday to Friday, excluding Portuguese public holidays.

8.1 Eligibility

To qualify under this additional cancellation policy:

• The written cancellation request must be received at least 15 working days before the scheduled course or programme start date.

• The course or programme must not have started.

• No access to the learning platform or course materials must have been provided, where these form part of the service.

• No live or recorded classes must have been attended or accessed.

• No tutor, administrative, application or learning-support services must have been used, where these form part of the service.

• No guidance or other agreed support from EdPro coordinators must have been provided.

• The customer must not have participated in a related community-support activity or event included in the service.

Where these conditions are not met, a discretionary cancellation under this additional policy may not be available. Statutory rights and other legal remedies will still be assessed separately.

8.2 Possible outcomes

Where a request qualifies, EdPro will review it and may:

• Approve a refund of the eligible EdPro fee; or

• Offer a transfer to another course or programme; or

• Offer a credit voucher, where lawful and accepted by the learner.

Refunds under this additional policy are subject to review and are not automatic. This does not affect any refund that EdPro is legally required to provide.

9. Cancellation After the Course Starts or a Service Is Used

Outside an applicable statutory withdrawal right or other legal entitlement, cancellations after the course has started or after EdPro has begun supplying the agreed service are generally not eligible for a discretionary refund of fees attributable to services already supplied.

This may apply where a learner:

• Stops attending or accessing the course.

• Changes personal or work circumstances.

• Is dissatisfied with the course after access or participation.

• Voluntarily withdraws.

• Does not complete or pass the course.

The full contracted amount may remain payable where this is permitted by the agreement and applicable law. Any amount already paid will be assessed against the services supplied, the contract terms and any mandatory refund or other remedy.

Nothing in this section excludes a refund or other remedy required by law, including where EdPro has failed to provide an agreed service or the consumer is otherwise legally entitled to a remedy.

9.1 Service activation

For the purpose of this policy’s additional cancellation arrangements, a service may be considered activated when one or more of the following occurs:

• Access to the learning platform or digital course content is provided.

• Live or recorded classes begin or are made available.

• Learning materials are issued or made available.

• Tutor, administrative or learner-support services are provided.

• Application assistance, enrolment administration or coordinator guidance is provided.

Activation is relevant to the additional cancellation policy but does not automatically extinguish a statutory right of withdrawal. The legal effect depends on the type of contract, the service supplied and whether the statutory requirements for any exception have been met.

10. Workshops, Events and Seminars

Cancellation conditions for workshops, seminars, events and similar activities will be communicated before registration or payment.

Where a participant wishes to cancel an event booking under EdPro’s additional cancellation policy, the written request should be received at least 15 working days before the event starts.

Requests received after that deadline may not qualify for a discretionary refund or alternative arrangement, subject to any applicable statutory rights.

Where permitted by the booking terms, EdPro may offer an alternative date, transfer to another event or another appropriate solution. Such alternatives are not guaranteed unless included in the applicable offer or required by law.

Certain leisure services provided on a specific date or during a specific period may be subject to exceptions from the statutory withdrawal right. Any such exception will be assessed in accordance with applicable law.

11. Serious Illness and Exceptional Circumstances

Where a learner is unable to participate because of serious illness or other exceptional documented circumstances, the learner may contact EdPro and provide reasonable supporting information.

EdPro may consider the circumstances individually and, where appropriate and lawful, offer one of the following:

• Transfer to another course or programme.

• Rescheduling, where available.

• A credit voucher.

• Another reasonable alternative.

Any such arrangement is discretionary unless required by the contract or applicable law. A refund is not guaranteed solely because exceptional circumstances arise. However, this section does not remove any statutory right or remedy to which the customer is entitled.

Any personal information or supporting documentation submitted will be handled in accordance with EdPro’s Privacy Notice and applicable data protection law.

12. Non-Attendance and Voluntary Withdrawal

If a learner does not attend a course, stops participating or voluntarily withdraws after the applicable cancellation period, no discretionary refund will generally be provided for services already supplied, subject to applicable law and the terms of the relevant service.

Non-attendance does not automatically cancel a booking, membership or payment arrangement.

Learners should notify EdPro as soon as reasonably possible if they cannot attend or wish to withdraw. EdPro will explain any available options under the applicable terms.

13. Third-Party Programmes and Centro Qualifica

Where a programme is delivered by Centro Qualifica or another third-party provider, EdPro’s role may include referral, application assistance, administrative guidance and communications with learners.

Centro Qualifica or the relevant provider is responsible for its own admission decisions, training delivery, attendance requirements, assessments, completion decisions and certification.

EdPro does not guarantee admission, successful completion or certification.

A learner wishing to withdraw from a third-party programme should notify EdPro and, where appropriate, the third-party provider. EdPro may assist with communications, but the third-party provider’s own rules may govern withdrawal from the programme, attendance, assessments, completion.

14. Refund Processing

Where a refund is approved or required by law, EdPro will confirm the amount and the expected processing arrangements.

Refunds will generally be returned using the original payment method where required or appropriate and legally permitted. If this is not possible, EdPro will contact the learner to arrange a lawful alternative.

Any refund will be calculated in accordance with the applicable contract, services supplied, relevant third-party terms and mandatory legal requirements.

Customers may be asked to provide reasonable information necessary to identify the original payment and process the refund securely.

15. Credit Vouchers and Transfers

Where EdPro offers a credit voucher or transfer as a discretionary alternative, the conditions will be communicated to the customer before the customer accepts the offer.

The conditions may specify:

• The service or programme to which the voucher or transfer applies.

• Any expiry date, where lawful.

• Whether the voucher or transfer can be used by another person.

• Any price difference or additional fee that may apply.

A credit voucher or transfer will not be imposed as a substitute for a cash refund where the law requires a refund, unless the customer freely agrees to the alternative where such agreement is legally effective.

16. Changes or Cancellation by EdPro

If EdPro cancels a service or event it is responsible for providing, EdPro will notify affected learners as soon as reasonably practicable.

Depending on the circumstances, the service terms and applicable law, EdPro may offer rescheduling, transfer, a credit voucher or a refund.

Where EdPro is legally required to provide a refund or other remedy, it will do so in accordance with applicable law.

If a third-party provider cancels or changes a programme, the provider’s own obligations and terms may apply to that programme. EdPro will provide reasonable assistance with communications where this falls within its role, without assuming responsibility for services it does not provide.

17. Chargebacks and Payment Disputes

Learners who believe a payment is incorrect or who wish to dispute an invoice should contact EdPro in writing, providing the relevant invoice or payment reference and an explanation of the issue.

EdPro will review the matter and respond within a reasonable period.

This section does not restrict a customer’s right to contact their payment provider, bank, consumer-protection authority or other competent body, or to exercise any applicable legal rights.

18. Complaints

Questions or complaints concerning invoices, payments, cancellations or refunds should be sent to:

Organisation: EDPRO ASSOCIATION – Organisation of Learning and Professional Development
Email: info@edpropt.org
Postal address: Rua Dom Afonso Henriques 2
2620-080 Póvoa de Santo Adrião, Odivelas, Lisboa, Portugal.

Please include the customer’s name, relevant invoice or booking reference, date of payment and a description of the issue. Customers should not include unnecessary sensitive personal information.

EdPro will review complaints and respond within a reasonable period.

Learners in Portugal may also use the applicable official consumer complaint mechanisms, including the electronic Complaints Book where legally applicable: https://www.livroreclamacoes.pt/

19. Data Protection

Personal information processed in connection with invoicing, payments, cancellations, refunds and complaints will be handled in accordance with applicable data protection law, including the General Data Protection Regulation (GDPR), and EdPro’s Privacy Notice.

Information may be processed where necessary to perform a contract, comply with legal obligations, establish or defend legal claims, or pursue another lawful basis applicable to the circumstances.

Financial and invoicing records may be retained for the periods required by Portuguese law. Other information will be retained in accordance with EdPro’s retention practices and applicable legal requirements.

For more information, please consult: https://www.edpropt.org/policy/privacy-notice

20. Amendments to This Policy

EdPro may update this policy to reflect changes in its services, administrative processes or applicable law.

The current version will be made available on EdPro’s website and will state its effective date or last-updated date.

Changes will not remove rights already accrued under an existing contract or override mandatory consumer protections.

Where legally required, EdPro will notify affected customers of material changes.

21. Contact Information

For questions about invoices, payments, cancellations or refunds, please contact:

EDPRO ASSOCIATION – Organisation of Learning and Professional Development
NIF/NIPC: 517454084
Email: info@edpropt.org
Postal address: Rua Dom Afonso Henriques 2
2620-080 Póvoa de Santo Adrião, Odivelas, Lisboa, Portugal
Website: www.edpropt.org

Effective date: January 2024
Last updated: July 2026