CANCELLATION OR CHANGE OF ONLINE LEARNING ENROLMENT – REFUND POLICY
Last updated: August 26, 2021
SECTION 1 – OVERVIEW
Under UK law, you may have the right to cancel or request a refund under certain circumstances, in accordance with this policy. In this policy we will refer to a customer purchasing an online course as an eLearner. An eLearner can be a person who may be an Open Awards provider staff member or general member of the public wanting to purchase a course. Upon enrolling on an eLearning course with Open Awards you are entering a legal agreement under common law, in which you agree to abide by the conditions of enrolment (including meeting stated payments), in exchange for the service offered by Open Awards in the delivery of the course, as stated in our Terms and Conditions of Service. Please note, changes in your circumstances are not the responsibility Open Awards and neither can Open Awards be held liable for changes in your circumstances.
Courses, course notes and materials are not to be sold, loaned, copied, or used in any way outside of the pursuit of studying the course by the person who is enrolled in the course, unless permission is sought and granted in writing to the Chief Executive Officer.
SECTION 2a – 14 DAY PURCHASE COOLING OFF PERIOD
If an eLearner wishes to cancel or change their enrolment to a particular course, Open Awards will allow a refund if the request is made within a 14-day period from the time of purchase and enrolment as long as the eLearner has not logged in and activated the course. In these circumstances a full refund will be given on the total amount paid at the time of cancellation. The eLearner must notify the Open Awards in writing which must be received within the 14-day period, either by email to email@example.com, or mail or delivered in person. If you are a provider and have used a Provider Learning Unlimited Coupon (PLUC) code to purchase the course then this 14-day purchase cooling off period still applies. All refunds will be made directly to the person who purchased the course via the original purchase method only.
SECTION 2b – REFUNDS AFTER 14 DAY COOLING OFF PERIOD
If you apply for a refund after 14 days, our refund policy does not apply. For a private eLearner (i.e. not a provider staff member) then it is at Open Awards discretion if a refund is applicable. If you are a provider staff member and have used a (PLUC) code to purchase a course then there may be an administration fee for the course to be changed after the 14-days.
SECTION 2c – PURCHASING E-GIFTS VOUCHERS AND REFUNDS
When purchasing e-gift vouchers you will have 28 days in which to request a refund. The refund will be made directly to the person who purchased the gift card and that person will receive a full refund of the value originally. If your refund application is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days amount of days of which 10 days are for WorldPay and the customer bank to process the request. If the e-gift voucher has been used to purchase a course and the refund request has been made for that course within the 14-day cooling off period then the refund will be returned to a new e-gift voucher that will be emailed to the original purchaser. This does not apply to purchases made using the PLUC code as these coupons cannot be used to purchase an e-gift voucher.
SECTION 2d – LATE OR MISSING REFUNDS
It may take up to 14 days for a refund to be returned to the payment card that was used to make the purchase. If you haven’t received a refund, we would recommend that you check your card / bank account again. It may take some time before your refund is officially processed. If do not receive a refund after 14 days, please contact us at firstname.lastname@example.org. Only regular priced items may be refunded; sale items cannot be refunded.
SECTION 3 – PRODUCTS, GOODS AND SERVICES
Open Awards make sure that every effort is made, at the time of publication, to ensure that the product, goods and services are to the highest standards. Refunds won’t be given in respect of courses that are not completed or failed and there is no guarantee that an eLearner will pass or achieve their eLearning course. If you feel that you are not satisfied with the products, goods and services then you can formally make a complaint in writing in the form of an email to email@example.com or by post at the address below (Section 4). For further information please refer to our Complaints Policy.
SECTION 4 – CONTACT INFORMATION
Questions about the Refund Policy should be sent to us at firstname.lastname@example.org or write to Business Development Learn Team, Estuary Commerce Park 17 De Havilland Drive Speke, Liverpool, England, L24 8RN, United Kingdom.