We want you to buy with confidence. This policy is more generous than the legal minimum and sits alongside your rights under the Consumer Protection Act and the Electronic Communications and Transactions Act. It applies once billing opens for a course.
1. Our 14-day refund promise
- 1.1You may ask for a full refund within fourteen (14) days of the date of purchase, provided that: (a) you have opened less than twenty percent (20%) of the course content; and (b) you have not taken a mock exam or been issued a certificate.
- 1.2We measure what you have opened from the activity records in your classroom account, which show which course items you have viewed or started.
- 1.3A request that meets these conditions will be approved. We will not ask you to justify your reason.
2. Your legal 7-day cooling-off right
- 2.1If you bought online as a consumer, section 44 of the Electronic Communications and Transactions Act lets you cancel within seven (7) days without giving a reason or paying a penalty. We honour this right in full: if your request is within these seven days, we refund you even if you have opened more than 20% of the course.
- 2.2The only amount a seller may keep is the direct cost of returning goods, which does not arise for digital content, so you receive a full refund.
3. After the refund window: transfer to a later sitting
- 3.1After the refund window has closed we do not give refunds. Instead, if you cannot sit your planned exam, you may transfer your enrolment once, free of charge, to a later exam sitting. Your access period is extended so that it covers that sitting.
- 3.2To transfer, write to us before your original access period ends and tell us the sitting you are moving to.
4. When refunds do not apply
- 4.1We do not refund where you have taken a mock exam or been issued a certificate, where more than 20% of the content has been opened after the 7-day period, or where your account was closed for breach of the Acceptable Use Policy.
- 4.2If a course is faulty, not as described, or you cannot access it and we cannot fix it, your rights under the Consumer Protection Act apply. These can include repair, replacement or a refund, and are not limited by this clause.
5. How to request a refund or transfer
- 5.1Email coreknowledgedigital@gmail.com with the subject line "Refund request" or "Transfer request". Include your full name, the email address you enrolled with, the course, and the date of purchase.
- 5.2We will acknowledge your request within two (2) working days.
6. How and when we pay
- 6.1Approved refunds are paid within fourteen (14) days of approval, to the original payment method used for the purchase. Your bank or card provider may take extra days to show the credit.
- 6.2If we cannot refund to the original method, we will agree an alternative with you.
7. Questions or disagreements
- 7.1If you disagree with a decision, use our Complaints Procedure. Your statutory rights are not affected.