1.The core rule
The two conditions are cumulative, not alternatives. A request that meets both is approved automatically, on the spot, with no human review and no justification asked. A request that falls outside either one goes to manual review — it is not auto-rejected.
- The fourteen days run from payment confirmation, not from your first viewing.
- The watched percentage is measured against the course's total video duration, using progress actually recorded in the player — not the number of lessons you opened.
- Watching one lesson twice counts once; the percentage reflects distinct content seen.
- Downloading attachments or taking a quiz does not forfeit your refund right while you remain under the twenty percent limit.
2.How to request one
- Open “My orders” in your dashboard and pick the order.
- Press “Request refund” — your watched percentage and the days remaining are shown before you confirm, so you know the outcome before you send it.
- Choose a reason from the list (optional, and it helps the teacher improve the course) and confirm.
- If the request is inside the policy you get an immediate approval message and your access to the course ends there and then.
If you cannot reach your account for any reason, send the request from the contact page with your order reference or the email used for the purchase.
3.When the money actually arrives
We issue the refund instruction to the payment provider within one working day of approval. After that, arrival depends on the payment method and the issuing bank:
| Payment method | Expected time to appear |
|---|---|
| Visa or Mastercard | Five to fourteen working days, depending on the issuer |
| Apple Pay | Follows the linked card, on the timelines above |
| Google Pay | Follows the linked card, on the timelines above |
Money always returns to the same method you paid with. We do not redirect a refund to a different bank account or to internal credit unless returning it to source is technically impossible — and then we contact you first.
4.Requests outside the policy
Exceeding the window or the percentage is not an automatic no. The request goes to the support team and is reviewed by hand within three working days. Cases we normally approve:
- A technical fault that stopped you watching and was not resolved in reasonable time after you reported it.
- A material mismatch between the course description and its actual content, or promised material missing from the sales page.
- A duplicate purchase of the same course by mistake.
- A course withdrawn or deleted from the platform before you completed a meaningful part of it.
- A documented force-majeure circumstance that prevents you from continuing.
Conversely, we do not normally approve requests that arrive after most of the course is complete or after a certificate has been issued, nor repeat requests from the same account in a pattern that looks like using the policy rather than relying on it.
5.Edge cases
| Case | What applies |
|---|---|
| Free courses | No refund, since nothing was paid. You can unenrol at any time from “My courses”. |
| Gifted courses | The refund right belongs to whoever paid, not the recipient. The fourteen days start when the recipient claims the gift, and the watched percentage is measured on their account. |
| Purchases with a coupon | We refund what was actually paid after the discount, not the list price. A used coupon does not become reusable. |
| Bundles | The bundle is refunded whole. Partial refunds of a single course inside a bundle are not available unless it was priced separately on the invoice. |
| Live sessions | Full refund up to twenty-four hours before the session starts; no refund after it begins unless the teacher cancels. |
| Teacher package subscriptions | Cancellable at any time and running to the end of the paid period, with no pro-rata refund. The trial is fourteen days and charges nothing. |
| Issued certificates | Completing the course and issuing a verified certificate ends refund eligibility; a certificate is revoked if an exceptional refund is granted. |
6.What happens after a refund
- Your access to the course closes immediately and your recorded progress in it is deleted.
- Any certificate issued for that course is revoked and its verification code stops resolving.
- Your membership of the academy community stays if it is tied to other courses you still own.
- Platform commission and the teacher's share are reversed proportionally in the ledger, and a credit note is issued to your account.
7.Chargebacks
Before opening a dispute with your bank, try the platform refund first: the outcome is the same, it is faster, and it does not put a temporary hold on your account.
- When a chargeback arrives we suspend access to the disputed course and temporarily freeze the account until the bank resolves it.
- We supply the bank with the transaction record and the viewing record as evidence; a dispute cycle can take thirty to ninety days.
- A chargeback shown to be unjustified may lead to account termination and a block on future purchases.
- If the charge really was unauthorised and you suspect card misuse, tell your bank and tell us immediately — that is fraud and we treat it as top priority.
8.Effect on the teacher
A refund is deducted from the teacher's payable balance and the platform commission on it is reversed proportionally. If the refund lands after payout, the amount is netted off the next batch. How payment-provider fees are borne is set out in the teacher agreement.
9.Talking to us about a refund
For anything refund-related, open a ticket from the contact page under the “Refunds” topic. We reply within one working day and always tell you the decision and its reason in writing.