Scope and mandatory rights

This policy covers Academy courses, individual chapters, and other digital learning products purchased directly through this site. It does not reduce any non-waivable refund or consumer right available under applicable law or a payment provider’s binding rules. Separate written business agreements take priority for organisation-sponsored programmes.

When to contact us

• You were charged more than once for the same order.
• Payment succeeded but the purchased access was not delivered.
• The item materially differs from its published description or cannot be used because of a verified platform fault we cannot remedy within a reasonable time.
• You purchased the wrong course or chapter and have not meaningfully accessed, streamed, downloaded, or completed the digital content.
• You believe a transaction was unauthorised. Contact your payment provider promptly as well.

Digital access and eligibility

Because access is delivered digitally, refund eligibility may be affected once substantial use begins. We assess access timestamps, lesson activity, completion, certificate issuance, the reason for the request, and any mandatory legal right. Opening an item does not automatically decide the outcome; each request is reviewed fairly.

Bundles, paths, and individual chapters

For multi-item orders, we may refund an eligible affected item instead of the entire order where technically and commercially reasonable. Learning paths marked Coming soon cannot be purchased. Promotional, voucher, partner, or organisation-funded access may be subject to the written terms supplied with that offer.

How to request a refund

• Use the Contact page and select the closest payment or support reason.
• Include the account email, order or invoice reference, item name, payment date, amount, and a concise explanation.
• Do not send complete card details, card security codes, or account passwords.
• Submit the request promptly after discovering the problem so transaction and access records can be reviewed.

Review, timing, and payment route

We acknowledge the request and may ask for reasonable verification. Approved refunds are sent, where possible, to the original payment method and currency route. Bank, card-network, gateway, and exchange-rate timing is outside our direct control. We will communicate the decision and any available transaction reference.

Access after a refund

When a refund is approved, the related course, chapter, path, certificate eligibility, or organisation seat may be revoked. Learning, payment, and dispute records needed for accounting, fraud prevention, or legal duties remain restricted rather than immediately deleted, for the retention periods set out in the Data Processing Notice. Refund abuse or chargeback fraud may result in account restriction.