Refund Policy

1. Eligibility for Refunds

Within the first 14 days of purchase, learners may request a full refund if they have completed less than 15% of their course content. This cooling-off period allows sufficient time to evaluate course suitability while protecting our intellectual property. We calculate course progression based on completed modules, quizzes, and video content viewing time.

2. Technical Issues

When technical difficulties prevent course access for more than 48 consecutive hours, we will extend the course access period to compensate for the downtime. If technical issues persist beyond five business days, learners become eligible for a full refund regardless of course progression. Our support team must verify and document all technical issues through our ticketing system.

3. Course Content Updates

In cases where significant standard updates occur within 30 days of purchase, we offer the option to pause access and resume with updated content or receive a full refund. This ensures learners always have access to current awareness training material. We define significant updates as those affecting more than 30% of course content.

4. Enterprise Subscriptions

Enterprise subscription refunds follow terms specified in the service agreement. Typically, these allow for proportional refunds based on unused seat time when cancelled with 30 days notice. Partial refunds are calculated on a quarterly basis, with a minimum commitment of one quarter.

5. Payment Processing

We process approved refunds within five business days of request approval. Refunds are issued to the original payment method used for purchase. International transactions may require up to 10 business days for processing due to banking systems. All refunds include confirmation emails with transaction details.

6. Non-Refundable Items

Completed certification fees, verification services, and downloaded materials are non-refundable. Additionally, courses marked as “on-demand” or “time-sensitive” during purchase are exempt from standard refund policies unless technical issues prevent access.

7. Refund Request Process

To initiate a refund, learners must submit a formal request through their account dashboard or via email to refunds@isolearn.org. Each request requires:

The original order number
Purchase date
Reason for refund
Account holder name
Course title

Our support team reviews all requests within two business days, providing status updates through the registered email address.

8. Dispute Resolution

If a refund request is denied, learners may appeal within five business days. Appeals must include additional documentation or explanation supporting the refund request. A senior support manager reviews all appeals within three business days, with decisions considered final.

9. Currency and Exchange Rates

For international purchases, refunds are processed in the original transaction currency. We cannot compensate for exchange rate fluctuations between purchase and refund dates. Any bank charges or currency conversion fees are the responsibility of the learner.

10. Special Circumstances

We evaluate requests falling outside standard policy parameters on a case-by-case basis. Documentation may be required for special circumstances such as medical emergencies or natural disasters preventing course completion. These exceptions require management approval.

Last Updated: January 26, 2025
Version: 2.0

Email: Contact Us