Refund Policy

At SkillMastery Pro, we are committed to providing high-quality educational services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our courses, consultations, and other services.

1. General Refund Principles

Our refund policy is designed to be fair and transparent while protecting both our students and our business. We understand that circumstances change, and we strive to accommodate reasonable requests whenever possible.

1.1 Cooling-Off Period

In accordance with UK consumer protection regulations, you have a 14-day cooling-off period from the date of purchase during which you may cancel your enrollment for any reason and receive a full refund, provided that:

• The course or service has not yet commenced
• You have not accessed significant course materials or content
• You submit your cancellation request in writing

1.2 After Course Commencement

Once a course has started or you have accessed course materials, different refund terms apply as outlined in the sections below.

2. Course-Specific Refund Terms

2.1 Multi-Session Courses

Cancellation Timing	Refund Amount	Conditions
Before course start date	100% refund	Request received at least 7 days before start
1-7 days before start	50% refund	Administrative fee applies
After first session	Pro-rata refund	Minus completed sessions and 20% admin fee
After 50% course completion	No refund	Except in exceptional circumstances

2.2 One-on-One Consultations

• 48+ hours before appointment: Full refund or free rescheduling
• 24-48 hours before appointment: 50% refund or one-time rescheduling
• Less than 24 hours or no-show: No refund, may reschedule for a fee

2.3 Online Pre-Recorded Courses

• Full refund within 14 days if less than 25% of content has been accessed
• No refunds after 25% of content has been accessed or 30 days from purchase, whichever comes first
• Technical issues will be addressed through troubleshooting before refund consideration

2.4 Package Deals and Bundles

• Refund policies apply to each component of the package
• Partial refunds may be calculated based on individual course values
• Special promotional discounts may affect refund calculations

3. Exceptional Circumstances

3.1 Medical or Emergency Situations

We understand that unforeseen circumstances occur. In cases of serious illness, injury, or family emergency, we may offer:

• Full or partial refund at our discretion
• Credit toward future courses
• Extended timeline for course completion
• Transfer to another participant

Documentation Required: Medical certificates, death certificates, or other appropriate documentation may be required to verify exceptional circumstances.

3.2 Course Cancellation by SkillMastery Pro

If we cancel a course for any reason (insufficient enrollment, instructor unavailability, etc.), you will receive:

• Full 100% refund of all fees paid, OR
• Free transfer to an alternative course of equal or greater value, OR
• Credit for future courses with additional bonus value

3.3 Substantial Course Changes

If we make significant changes to course content, schedule, or delivery method after you enroll, you may:

• Continue with the modified course
• Transfer to a different course
• Request a full refund

4. Non-Refundable Items

The following are generally non-refundable:

• Registration Fees: Non-refundable administrative fees (if applicable)
• Materials and Books: Physical or digital materials once accessed or delivered
• Certification Fees: Third-party examination or certification costs
• Promotional Discounts: Additional discounts or promotional offers once redeemed
• Gift Vouchers: Purchased gift vouchers are non-refundable but may be transferred

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit Written Request: Send an email or letter stating your refund request and reason
2. Include Details: Provide your full name, contact information, course name, and enrollment date
3. Attach Documentation: Include any relevant supporting documents if claiming exceptional circumstances
4. Await Confirmation: We will acknowledge receipt within 2 business days

5.2 Review Process

• Refund requests are reviewed within 5-7 business days
• We may contact you for additional information or clarification
• You will receive a written decision via email
• Approved refunds are processed within 14 business days

5.3 Refund Method

Refunds will be issued using the original payment method:

• Credit/Debit Card: 5-10 business days for funds to appear
• Bank Transfer: 3-5 business days
• Other Methods: Timeframe depends on the payment provider

6. Alternatives to Refunds

Before requesting a refund, consider these alternatives:

6.1 Course Transfer

• Transfer to a different course or session
• May incur a small administrative fee
• Subject to availability
• Valid for 12 months from original purchase

6.2 Participant Substitution

• Transfer your enrollment to another person
• No additional fees if notified at least 5 days before course start
• Substitute must meet course prerequisites

6.3 Course Credit

• Receive credit for future courses or services
• Often includes bonus value (10-20% additional credit)
• Valid for 18 months from issue date
• Non-transferable and non-refundable

6.4 Extended Access

• For online courses, request extended access period
• Additional time to complete course materials
• Subject to approval and may incur a small fee

7. Special Situations

7.1 Technical Issues

If you experience technical difficulties with online courses:

• Contact our technical support immediately
• We will work to resolve the issue within 48 hours
• Refunds considered only if issues cannot be resolved
• Extended access provided for time lost due to technical problems

7.2 Dissatisfaction with Content

If you are dissatisfied with course content or delivery:

• Provide specific feedback about your concerns
• We will attempt to address issues through additional support or resources
• Partial refunds may be considered on a case-by-case basis
• Subjective dissatisfaction alone may not qualify for refund after completion

7.3 Group Bookings

• Group bookings (3+ participants) have separate refund terms
• Contact us directly for group refund policy details
• Partial group cancellations may affect pricing

8. Consumer Rights (UK)

This Refund Policy is designed to comply with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

8.1 Your Legal Rights

Nothing in this policy affects your statutory rights as a consumer, including:

• Right to a refund if services are not as described
• Right to a refund if services are not performed with reasonable care and skill
• 14-day cooling-off period for distance contracts

8.2 Digital Content Rights

For digital course content, you have the right to:

• Refund if content is faulty
• Refund if content doesn't match description
• Repair or replacement if content becomes faulty within reasonable time

9. Refund Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with an updated date
• Not affect existing enrollments unless legally required
• Apply to all new enrollments after the effective date

10. Dispute Resolution

10.1 Internal Resolution

If you disagree with a refund decision:

1. Request a review by contacting our customer service manager
2. Provide additional information or documentation
3. We will conduct a secondary review within 7 business days

10.2 External Resolution

If internal resolution is unsatisfactory:

• You may file a complaint with Consumer Protection authorities
• Consider alternative dispute resolution (ADR) or mediation
• Contact Citizens Advice for guidance on consumer rights

11. Contact Information for Refund Requests

12. Google Ads Compliance

This Refund Policy complies with Google Ads policies by providing clear, accessible, and transparent information about our refund terms. We honor our refund commitments and process legitimate refund requests promptly and fairly.

13. Acknowledgment

By enrolling in any SkillMastery Pro course or service, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand that refund eligibility depends on the specific circumstances and timing of your request.

We are committed to your satisfaction and will work with you to find a fair solution in all situations.

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