This policy aims to regulate:

1. The right to withdraw from a purchase remotely.
2. Cancellation of candidacy before studying the file.
3. Cancellation before activating the study.
4. Withdrawal after starting the study.
5. Calculating the value of used and unused units.
6. Stopping future installments.
7. Addressing unavailable services.
8. Recovery when changing the program.
9. Humanitarian and exceptional cases.
10. Deadlines for studying the request and implementing the refund.
11. How to object to the calculation result.

ASMH Afrique adopts the following principles:

• Provide redemption terms before performance.
• Respect the legal right of withdrawal.
• Not asking for a reason when exercising the legal right.
• Not imposing a fine for legal reversal.
• Refunding the value of inactive parts in accordance with this policy.
• Opening an account alone is not considered a benefit from the entire program.
• Calculate each unit separately.
• Stopping future installments after the withdrawal is approved.
• Explain the calculation process in writing.
• Refund the amount via the original payment method whenever possible.
• Study humanitarian cases flexibly.
• Respecting the most appropriate rights in the trainee’s country of residence.

For the purposes of this policy, the following means:

• Retraction: The beneficiary withdraws from the purchase process within the legal period prescribed for distance selling.
• Cancellation: Terminating a request or registration before starting the service or before activating the relevant part.
• Withdrawal: The trainee finishes his studies after the start of the program.
• Refund: Return of the amount paid in full or in part.
• Activating the program: Opening the first basic educational content for the trainee after confirming registration.
• Activating the unit: The trainee enters a basic lesson within the unit, and does not include simply opening the account panel or reading the general instructions.
• Completed unit: A unit in which the trainee fulfilled the success requirements or completed its basic elements.
• Inactive unit: A unit in which the trainee did not access the basic educational content and did not submit an activity or test.
• Progress percentage: The percentage recorded within the platform based on the lessons, activities and assessments completed.
• The value allocated to the unit: The financial portion attributed to it from the program price after the discount or grant.

When the service is covered by distance selling provisions, the beneficiary located in Morocco has seven days to exercise his right of withdrawal.

The term for services begins from the date of acceptance of the offer.

The right can be exercised:

• Without providing a reason.
• Without a fine.
• Via email, support portal or contact form.

If the beneficiary does not obtain written confirmation of the basic information, the withdrawal period will be extended according to the legally prescribed period, which may reach thirty days.

When the right of withdrawal is properly exercised:

• The total legally eligible amount will be returned.
• ASMH Afrique does not charge a cancellation fee.
• The price will not be recalculated in a less favorable manner.
• Future payments associated with the canceled service will be cancelled.
• The refund starts from the date of acceptance of the application.
• It is implemented within the legal period, and a maximum of fifteen days in cases subject to Moroccan law.

The trainee can request to activate the study immediately before the end of the retreat period.

This can only be done after an independent selection that includes the following text or something that leads to its meaning:

“I request that the implementation of the service begin and the content be made available immediately upon confirmation of registration, and I have reviewed the impact of the commencement of implementation on the legally stipulated right of withdrawal.”

If the Service is started based on this approval, the legal rules for services started before the expiration of the term will apply.

However, voluntary redemption rules regarding unused units and humanitarian cases remain available under this policy.

The beneficiary residing in another African country retains the mandatory withdrawal, cancellation and recovery rights granted to him by the law of his country of residence.

If local law grants a longer term or more favorable protection, the rule most beneficial to the beneficiary applies.

A request for withdrawal, cancellation or withdrawal can be submitted via:

• Support portal within the account.
• “Contact Us” form.
• Email: [email protected].

It is recommended to include:

• Full name.
• Application or registration number.
• Program name.
• Request type: withdrawal, cancellation, or withdrawal.
• Performance history. -Method of performance.

No reason is required when exercising the right of legal withdrawal.

Outside of a withdrawal, the reason may optionally be stated to assist ASMH Afrique in proposing a postponement, transfer or other appropriate solution.

The date the request arrives through one of the official channels is the reference date for calculation.

When you receive it:

1. The opening of new units is temporarily suspended.
2. The percentage of progress recorded on that date is saved.
3. The account remains saved.
4. Acknowledgment of receipt is sent.
5. Eligibility and amount review begins.

The trainee can request continued access during the review, with any new progress being counted within the service benefited from.

The candidate can withdraw his application at any time before the performance.

This does not entail any amount, and he can still submit a new application in the future according to the admission conditions available at that time.

If the file study is subject to a separate fee:

Before starting the review

The fee will be refunded in full if the candidate requests cancellation before his file begins to be processed.

After starting the review with his approval

The fee may be considered consideration for a service that has been initiated, taking into account the right of withdrawal and the applicable mandatory rules.

When not accepted

The program fees or tuition payment made will be refunded.

As for the file study fee, its refund will be considered according to:

• Whether the audit service has been implemented;
• What was presented to the candidate before the performance;
• His legal right to withdraw.

An amount submitted as part of the tuition fees may not be retained if the candidate is not accepted.

If a deposit is requested to reserve a seat, the offer must state:

• Its value.
• Duration of reservation.
• Whether it is deducted from the program fees.
• Conditions for its cancellation.
• Conditions for refunding it.

If the candidate is not accepted, the reservation amount will be refunded if it is not in exchange for an independent service performed.

If the reservation is linked to a specific date and ASMH Afrique is unable to provide it, the amount will be refunded or an alternative date chosen by the candidate will be offered.

If the recording is canceled after the performance and before activating the program or unlocking the main content:

• The training fees paid will be refunded in full.
• Future installments are cancelled. -No cancellation fees are charged.
• The value of an independent service that was actually carried out can be deducted only if it is declared and legally accepted.
• Taxes associated with the refund amount will be refunded according to the applicable rules.

The following actions, alone, are not considered use of the program:

• Create the account.
• Log in.
• change password.
• Read the welcome message.
• View general instructions.
• Open the support page.
• Read the calendar.
• Download the performance receipt. Use of the unit begins when you open its basic educational content or complete an activity related to it.

When withdrawing after the start of the study, each unit is reviewed independently:

• Inactive units: eligible for refund.
• The current activated unit: The rules of Article 16 apply to it.
• Completed units: are not included in the voluntary redemption amount.
• Future installments for unused parts: cancelled.

The appearance of all unit names on the trainee's dashboard does not mean that all of them are considered activated.

The trainee benefits from a flexible treatment of the current unit if the following three conditions are met:

1. Submit the application within fourteen days of activating the unit.
2. Do not exceed a progress rate of 25%.
3. Do not provide a final exam or a dotted concluding activity within it.

When conditions are met:

• 25% of the value allocated to the unit is calculated against the available and used part.
• 75% of its value will be returned, within the limits of the amounts paid.
• The value of inactive future units will be returned.
• Installments associated with unused portions are cancelled.

If progress exceeds 25% or a summative evaluation is submitted, the current unit is considered service rendered, while future inactive units remain eligible for refund.

If the registration is within a complete package, the unit value is determined as follows:

Credit-based programs

Unit value = net program price x unit credits ÷ total program credits

Clock-based programs

Unit value = net program price x unit hours ÷ total program hours

Individually priced programs

The advertised individual unit price is based on the associated discount.

The net program price means the price that the trainee actually bears after the discount or grant.

If the price of a package after the discount is 10,000 dirhams, and a specific unit represents 10% of the program balances, its allocated value is 1,000 dirhams. If the trainee requests withdrawal within fourteen days of its activation, and his progress is less than 25% and he does not submit the final evaluation:

• 250 dirhams is charged for the used part.
• 750 dirhams of the unit value is eligible for refund.
• In addition, the value of future inactive units will be added, within the limits of the amounts paid.

This example is illustrative, and the final calculation is based on the trainee's program price and actual credits or hours.

When calculating the refund:

• The discount is distributed among the units in proportion to their value. -Used units are not retroactively returned to their full price.
• The trainee does not lose the discount on the parts he benefited from.
• The net price paid is based, not the previous discount price.

If the trainee benefits from a scholarship:

• The refund is calculated from the amount actually paid.
• The grant value does not convert into cash.
• The grant will be canceled for future units after withdrawal.
• The trainee is not required to return the value of the used scholarship unless the scholarship decision stipulates a clear and legitimate special case.

Upon acceptance of withdrawal:

1. Future installments for unused service will be stopped.
2. The recovery is calculated from the amounts paid.
3. The refund does not exceed the total amount paid by the trainee.
4. An additional fee does not arise simply by submitting a withdrawal request.
5. The closing statement shows the ending balance.
6. Any future automated performance attempt associated with the canceled portion will be voided.

If the value of the service availed equals or exceeds the amounts paid, no refund may result, but no withdrawal penalty is imposed.

In self-paced programmes:

• Progress is calculated according to units, lessons and activities.
• The passage of time alone is not considered a use of the content.
• The unit is not considered activated simply because its name appears.
• Platform data is reviewed on the date the request arrives.
• A copy of the progress percentage used in the calculation is kept.

If the service includes independent live sessions:

• The value of sessions that were not held will be refunded.
• Sessions attended by the trainee are counted.
• A session that cannot be attended can be rescheduled if available.
• If ASMH Afrique cancels the session and does not provide a suitable alternative, it will be refunded.

Test fees

You are eligible for a refund if:

• The test has not started;
• It was not permanently detained by an external party;
• The associated service was not implemented.

The paper copy or replacement for the lost one

The order can be canceled and the fee refunded if the production process does not start.

Delivery fees

It will be returned if the document is not sent.

Physical materials

It is subject to return if it is not delivered or allocated to the trainee in a way that prevents its return.

Before final withdrawal, the trainee can request to transfer his credit to another program.

Prepare a statement explaining:

• The amount paid.
• The value of completed units.
• Current unit value.
• Transferable balance.
• Price of the new program.
• The final difference.

The transfer cannot be made except after the trainee’s approval.

The trainee can choose to postpone studies instead of withdrawing.

The deferral agreement specifies:

• Duration of downtime.
• Expected return date.
• Saved financial balance.
• Completed units.
• Setting installments.
• Price fixation period.

Postponement is not imposed on the trainee, but is offered as a flexible option.

A more suitable solution can be considered when conditions such as:

• A disease that affects the ability to study.
• Death within the close family.
• Displacement or severe disturbance in the country of residence.
• Natural disaster.
• Sudden loss of source of income.
• An exceptional family circumstance.

Solutions may include:

• Extended access.
• Postponing studies.
• Rescheduling.
• Balance transfer.
• Recover the unused portion.

Only documents necessary to understand the case are requested, while respecting privacy.

If the problem is technical on the part of the trainee, support provides assistance or additional time when appropriate.

However, if the service cannot be provided due to an ongoing defect on the part of ASMH Afrique and no suitable solution or alternative is available, the unprovided portion is eligible for a refund.

The installed downtime is not counted towards the access period.

A change is considered material when it affects, for example:

• The nature of the program.
• It is very long.
• Basic study method.
• The nature of the diploma or certificate.
• Main requirements.
• Agreed price.

When a fundamental change occurs, the trainee can choose:

-Continue.

• Move to a suitable option.
• Postponing studies.
• Refund of the unused portion.

If the program cannot be started or continued:

• The trainee will be informed as soon as possible.
• Future installments are stopped.
• An alternative date or program is offered.
• An alternative shall not be imposed without consent.
• The value of the service not provided will be returned if the trainee does not accept the alternative.
• The refund due will be carried out within the legal period.

If the program is canceled before it begins, the trainee has the right to choose:

• Recover all amounts directly related to the program;
• Or transfer them to another program or appointment.

If the trainee does not accept an alternative, the amount is not transferred to a mandatory balance.

The amount will be returned:

• to the original means of performance whenever possible;
• Or to the account of the original performer;
• Or via alternative means after verification and approval.

If a person pays the fees for the benefit of the trainee, the amount will be returned to the original performer unless there is a documented agreement allowing otherwise.

If the payment is made in a currency other than the Moroccan dirham:

• Adopts the original transaction log.
• The refund will be made in the currency and route permitted by the provider.
• ASMH Afrique will return the amount you approved in accordance with this policy.
• A limited difference may result due to the exchange rate applied by the bank on the redemption date.
• The refund notification shows the amount sent by ASMH Afrique.

Taxes associated with the refund will be refunded according to the applicable rules.

ASMH Afrique does not deduct an internal processing fee from the statutory recovery.

As for non-refundable external fees, they are not deducted unless this is permissible and clearly announced and does not detract from the mandatory right of the beneficiary.

ASMH Afrique seeks to:

• Confirm receipt of the order within two working days.
• Freezing the progress rate on the application date.
• Sending the results of the review and calculation within ten working days.
• Implementing the legal recovery within the due period, and a maximum of fifteen days in cases subject to Moroccan law.
• Send a recovery reference when available.

The appearance of the amount in the bank account may require an additional technical period determined by the bank or the performance provider.

The beneficiary receives a statement that includes:

• Amounts paid.
• Completed units.
• Current unit and progress rate.
• Inactive units.
• Reduction or grant.
• The amount calculated for the service provided.
• Amount eligible for refund.
• Installments that have been stopped.
• Recovery method.

If a trainee believes the calculation does not correctly reflect their progress or payments, they can request a free review.

Please specify:

• Order number.
• The point under review.
• Any receipt or helpful information.

The review is carried out by an official who did not issue the first calculation whenever possible, and a clear, reasoned answer is sent.

Withdrawal does not delete:

• Results gained.
• Completed units.
• Receipts.
• Account statement.
• Basic correspondence.
• Refund request and its result.

The trainee can request a list of the units he has completed in accordance with the policy regarding records and certificates.

The information provided in the refund request is used to:

• Identity verification.
• Review the financial file.
• Calculate the amount.
• Executing the conversion.
• Respond to the request. This information is subject to ASMH Afrique's privacy policy.

A request or inquiry can be submitted via:

• Email: [email protected]
• Official website: https://www.asmhafrica.com
• “Contact Us” form.
• Support portal within the account.

Full card details, PIN or bank verification code should not be sent.

This policy is implemented in accordance with Moroccan rules relating to consumer protection and distance contracting.

A resident of any African country retains the most appropriate mandatory withdrawal and recovery rights established in his country of residence.

The version number and effective date appear at the top of the document.

The version accepted by the beneficiary at the time of registration shall be applied to the application, unless the new version is more beneficial to the beneficiary or is required by a mandatory rule.

Before the performance, the following text or its meaning appears: “I reviewed ASMH Afrique’s withdrawal, cancellation and refund policy, including the right of withdrawal and the method of calculating used and inactive units.”

The accepted copy of the policy is kept together with the application number and date.

Approved name: ASMH Afrique Headquarters: Morocco Administrative address: 59 Zaraqtouni Street, Le Fleur Residence, 7th floor, Apartment 20, Casablanca, Morocco Email: [email protected] Official website: https://www.asmhafrica.com

ASMH Afrique — a clear right, an understandable calculation, and a fair solution for every part you have not begun to benefit from.