This refund policy applies to all purchases made through our website or other platforms ("the Website"). By purchasing and using our courses, you agree to comply with this refund policy.
1. Refund Eligibility
1.1 Digital Goods
Due to the nature of digital goods, we generally do not offer refunds or exchanges. Once a digital product or service is purchased and delivered, it is considered consumed and cannot be returned. However, we understand that exceptions may arise and will evaluate refund requests on a case-by-case basis.
We may consider refund requests under the following circumstances:
- The digital goods were not as described or did not meet the specifications stated on the Website.
- Technical issues prevented you from accessing or using the digital goods and we were unable to resolve the issue within a reasonable time frame.
- You have not viewed more than 10% of the course material.
1.3 Lab Subscriptions
You may cancel your subscription service at any time by following the cancellation instructions provided on the Website. Upon cancellation, you will not be charged for any future billing cycles. Refunds for lab subscription are subject to the following conditions:
1.3.1 Quality of Service
If you experience significant issues or disruptions with the lab service that prevents you from accessing or using it as intended, you may be eligible for a refund. We will assess the situation and determine the eligibility for a refund on a case-by-case basis.
You may request a refund on an exam booking provided that you cancel it prior to its commencement. In most cases, exams can be cancelled up to an hour before its start time. You are not eligible for a refund if the start time has elapsed, even if you did not attempt the exam.
1.4.1 Damnum Fatale
Missed exams caused by an unforeseen and unavoidable natural catastrophe will be assessed on a case-by-case basis. In most cases, you will not be offered a refund but will be permitted to reschedule the missed attempt.
2. How to Request a Refund
2.1 Refund Requests
If you believe you are eligible for a refund based on the circumstances outlined in section 1, please contact us within 14 calendar days from the date of purchase. You can reach us by email during our business hours 09:00 - 17:00 GMT Monday - Thursday, excluding holidays.
2.2 Refund Process
To assist us in processing your refund request efficiently, please provide the following information:
- Your name and contact details.
- Order number or transaction ID.
- A clear and detailed explanation of why you are requesting a refund.
- Any supporting evidence or documentation.
2.3 Prorated Refunds
If you are eligible for a refund for a lab subscription, the refund amount will be prorated based on the remaining unused portion of your subscription. Any discounts or promotional offers applied during the subscription period will be considered in the calculation.
3. Refund Decisions
We will thoroughly review your refund request and assess it based on the eligibility criteria outlined in section 1.2. We may request additional information or clarification if necessary.
3.2 Refund Approval
If your refund request is approved, we will notify you and initiate the refund process. The refund may only be issued through the original payment method used during the purchase.
3.3 Refund Denial
If your refund request does not meet the eligibility criteria, we will provide a clear explanation for the denial.
If you have any questions or concerns regarding this refund policy, please contact us at [email protected].