Refund Policy

1. The short version

The rest of this page explains the detail. If your situation does not fit neatly into it, write to us — we would rather sort it out with you than argue about wording.

2. Our 14-day refund guarantee

This is a voluntary guarantee we offer in addition to your statutory rights (see section 11). You may cancel and receive a full refund if both of the following are true:

• you request it within 14 calendar days of the day your access started; and
• you have completed no more than 20% of the course lessons at the time you request it.

You do not have to give a reason.

3. How the refund is calculated after the 14-day guarantee

After the 14 days, or if you have completed more than 20% of the lessons, we refund the unused portion of what you paid.

We work it out on whichever basis is more favourable to you:

• By progress — the proportion of course lessons you have not yet opened; or
• By time — the proportion of your access period that has not yet elapsed.

From that amount we may deduct the cost of anything already supplied to you that has a separate value and cannot be returned — for example a physical item shipped to you, or a one-to-one session already delivered.

Example. You buy a 12-month course and request a refund after 3 months, having opened 40% of the lessons. By time you have 75% remaining; by progress you have 60% remaining. We refund 75% — the figure better for you.

4. When a refund is not available

• Once your access period has ended.
• Where you have completed the course and been issued a certificate.
• Where we have terminated your access because you breached the Terms of Service — in particular by sharing your account or distributing course materials.
• Where a request is made after the end of your access period, or is based on a change of mind about the subject matter after substantially completing the course.

Dissatisfaction with your own results is not by itself a ground for refund, since we do not promise any particular outcome. That said, if you believe a course was not as described, tell us — that is a different matter and we will look into it.

5. If we cancel or cannot deliver

If we cancel a course, fail to provide access you have paid for, or materially change a course to your disadvantage, you are entitled to a full refund of the affected part, regardless of how much of it you have used.

You may instead choose to transfer to another course of equivalent value, or to receive credit. The choice is yours, not ours.

6. Free courses and materials

Nothing was paid, so there is nothing to refund. You can stop using a free course at any time.

7. Instalment plans

If you are paying by instalments, a refund is calculated on the total price of the course using the rules above. We then either refund the amount you have overpaid, or cancel the remaining instalments, or both, so that you end up having paid only for the portion you used.

8. Corporate purchases

Where an organization buys places for its employees, refund terms are those set out in the written agreement with that organization. Where no separate terms were agreed, this policy applies, calculated across the places actually activated.

9. How to request a refund

Email info@onstudy.org from the address on your account, with:

• the name of the course;
• the approximate date of purchase;
• a brief note on why you are asking — helpful for us, but not a condition of a refund within the cooling-off period.

We will acknowledge your request within 3 business days and tell you the outcome and the amount within 10 business days.

10. How and when we pay refunds

Refunds are normally made to the original payment method and in the currency in which you were charged.

For refunds granted under our voluntary refund guarantee, we will issue the refund without undue delay and normally within 14 days after we confirm that the refund is due.

Where applicable law gives you a statutory right to cancel and requires repayment within a particular period, we will comply with that period. In particular, where an Alberta statutory cancellation right applies, any refund required as a result of that cancellation will be made within the period required by Alberta law.

The time taken for the refunded amount to appear in your account after we have issued it depends on your bank, card issuer or payment provider.

If your bank or card issuer converted currency when you paid, the amount ultimately credited to you may vary because of exchange-rate movements or charges imposed by that provider. We do not control or receive those amounts.

11. Your statutory rights

This policy sits on top of your rights under consumer protection law — it does not replace them.

If the law of your place of residence gives you a stronger right to cancel or to a refund than this policy does, that stronger right applies and nothing here limits it.

Consumers in the EEA and United Kingdom

If you are a consumer resident in the European Economic Area or the United Kingdom, you may have statutory withdrawal or cancellation rights in addition to this Policy. Those rights are not restricted by the 20% course-progress condition or by any other limitation in this Policy where such a limitation is not permitted by applicable law.

Where applicable law requires your express request or consent before we begin providing a service or digital content during a statutory withdrawal period, we will request that consent separately during checkout. Any statutory consequences of beginning performance during that period will apply only to the extent permitted by applicable law.

Questions: info@onstudy.org · +1 408 210 5489