1. How to submit a request
To request a refund or cancellation, please contact us using the contact information published on the "Contacts and Details" page. Please include your full name, phone number, or email address, NaRa ID, order or application number, payment date and amount, payment ID (if known), and the reason for your request.
2. Physical Products
Requests regarding NaRa Shop products are reviewed based on the product's condition, category, delivery to the buyer, quality, and applicable legal requirements of the Republic of Kazakhstan. For food products and other goods for which special return or exchange rules are established by law, the relevant legal requirements apply.
3. Online Courses and Digital Products
When reviewing a refund for an online course or digital product, the fact that access was granted, the scope of the service actually rendered or the digital product used, the circumstances of the request, and applicable legal requirements are taken into account. Access may be terminated after a full refund has been issued.
4. Offline Training
When canceling an offline event, the selected date, reservation status, actual expenses incurred, and legal requirements are taken into account. If the event is canceled by the organizer and the service cannot be provided, the refund or rescheduling issue will be resolved with the participant using the published contact information.
5. Refund Method
If a refund is agreed upon or required by law, funds will be refunded using a method acceptable to the payment provider and applicable payment rules, typically to the original payment method. The actual crediting time may vary depending on the bank or payment organization.
6. Erroneous or Duplicate Payment
If an erroneous or duplicate charge is detected, the user must notify NaRa via the contact information and, if possible, attach the payment details without disclosing sensitive bank card details.
7. Request Review
NaRa will review the request on its merits and, if necessary, request information to identify the order and payment. This page does not limit the consumer rights provided by the legislation of the Republic of Kazakhstan.