Review draft. This document has not been approved. Highlighted business decisions require completion before it can become active.
Draft for owner approval. Not yet an approved policy.
Policy owner: [[LEGAL_ENTITY_AND_ADDRESS]]
Contact: [[SUPPORT_CONTACT]]
Effective date: [[EFFECTIVE_DATE]]
Status and scope
These are proposed commercial rules for owner approval, subject to applicable consumer rights. They apply to paid school access. RC101 is free and has no purchase price to refund. Team programmes require their own agreed proposal and cancellation terms.
## Proposed change-of-mind rule
OWNER DECISION: [[REFUND_WINDOW_AND_ELIGIBILITY]]. Specify the number of days from verified payment, the exact usage or assessment conditions (if any), exceptions and evidence considered. Do not replace this with an absolute no-refund rule or remove statutory remedies. This draft deliberately makes no active refund-window promise.
## Faults and mistaken charges
Report duplicate charges, a payment without access, incorrect inclusion or a material service fault using your order reference. Investigate against provider and Academy records. Where the service was not supplied as described or a remedy is required by law, provide an appropriate correction, replacement access or refund; a change-of-mind deadline does not extinguish non-waivable rights.
## Requesting a refund
Use the contact above with account email, order reference, school, payment date and reason. Do not send card numbers, PINs, passwords or bank security codes. Refund approval criteria, review times and escalation contact: [[REFUND_REVIEW_AND_TIMING]]. Communicate the outcome and reason. Refunds should use the original payment route where supported; provider/bank settlement times must be explained without guaranteeing a date outside our control.
## Access and completion records
For Selfany purchases, the administrator verifies a processed refund or reversal in Selfany and records the decision to remove access sourced from that purchase. Historical Selar manual verification and Paystack processed-refund notifications retain their existing processes. Partial refunds require administrator review of any retained entitlement; the platform conservatively suspends affected purchase access pending that decision. Unrelated valid access remains separate. Saved results are not silently erased. Certificate revocation is a separate reviewed action with a recorded reason; a refund alone must not falsely rewrite learning history.
Rules for remaining access, partial refunds, any disclosed lawful deductions and delivery already received: [[REFUND_ACCESS_AND_PARTIAL_RULES]]. No refunds are considered processed merely because a learner sends a screenshot. Payment disputes must be reconciled fairly without duplicate compensation.
## Cancellation and complaints
Pending or cancelled checkout does not create access. There are no current recurring subscriptions to cancel. Learners may ask not to proceed with an unfulfilled order or contact support about access expiry. Escalate unresolved concerns through the complaints policy and relevant lawful consumer channels.