1) Overview

TheSkillUpAcademy.Com provides digital educational products, including video courses and PDF courses, and 1:1 coaching services where specified. After successful payment, you typically receive instant access and/or a download/access link.

Digital purchases are generally non-refundable, subject to applicable consumer law. However, we offer a 15-day goodwill refund period for eligible online-only course purchases, subject to the conditions below.

This goodwill refund period does not apply to 1:1 coaching or purchases where you select the full-course download option.

Nothing in this policy limits your statutory consumer rights, including any applicable cancellation rights or remedies for faulty, misdescribed, or undelivered products or services.

2) 15-Day Goodwill Refund Period

For eligible online-only course purchases, you may request a goodwill refund within 15 calendar days of the payment date.

• This is a voluntary goodwill benefit, subject to the eligibility requirements and exclusions in this policy.

• Your request must reach us within 15 calendar days of payment.

• Requests received after this period are not eligible under our goodwill offer.

• 1:1 coaching purchases have no voluntary refund or cooling-off period, whether purchased separately or as an identified part of a package.

• Purchases where you select the full-course download option have no voluntary refund period, once the selected downloadable content has been supplied or made available.

• Where a package includes separately identified course and coaching components, the goodwill offer applies only to the eligible online-only course component.

Any cancellation or refund rights required by applicable law remain unaffected.

3) Eligible Refund Cases (Covered by the Goodwill Offer)

For an eligible online-only course purchase, we may approve a refund requested within the 15-day goodwill period where:

• The course is not a suitable fit for your learning needs.

• The content does not meet your expectations.

• You decide not to continue with the course.

These grounds do not extend the goodwill offer to 1:1 coaching or full-course download purchases.

Separately, we will investigate and provide an appropriate remedy where applicable for:

• Verified duplicate charges.

• Payment taken but access not delivered, where we cannot resolve the issue.

• The wrong product supplied because of an error on our side.

• Faulty or materially misdescribed content.

• Coaching or other services we fail to provide as agreed.

• Reported unauthorized or fraudulent transactions, subject to verification and the applicable payment-provider process.

The appropriate remedy may include restoring access, correcting the issue, replacement, repeat performance, a price reduction, or a refund, depending on the circumstances and applicable law.

4) Non-Refundable Situations

Except where applicable law requires otherwise, refunds under our voluntary goodwill offer are not provided for:

• Requests received after 15 calendar days from payment.

• 1:1 coaching, including a change of mind, failure to attend, or a decision not to use the purchased sessions.

• Full-course download purchases, once the selected downloadable content has been supplied or made available, whether or not you subsequently save or watch it.

• Abuse of the goodwill offer, including repeated refund requests or evidence that purchases are being made primarily to obtain content without payment.

• Unauthorized sharing, reselling, or distribution of course videos, PDFs, downloads, access links, or account credentials.

Every course offers an option to download the full course for personal offline use on compatible devices, including laptops, mobile phones, PCs, and TVs. The availability of that option alone does not exclude an otherwise eligible online-only purchase; the exclusion applies when you select the full-course download option and that content is supplied or made available.

Where applicable law requires consent before immediate digital delivery, we will obtain your express consent to begin supply during the statutory cancellation period and your acknowledgment that the statutory cancellation right is lost once supply begins, and confirm this in a form you can retain.

These exclusions do not remove rights relating to faulty content, misdescription, non-delivery, or services not provided as agreed.

5) How to Request a Refund

To request a refund, email [email protected] with:

• Full name.

• Email used at checkout.

• Product or coaching service name.

• Purchase date / Order ID, if available.

• Whether you selected the full-course download option.

• Reason for the request.

We may request reasonable additional information to verify the purchase and assess eligibility.

For requests under the 15-day goodwill offer, your initial request must reach us within the applicable period.

6) Refund Processing

If approved, refunds are returned to the original payment method used for purchase. We will confirm the approved amount and when the refund has been initiated. The time taken for the credit to appear depends on your bank or payment provider and may take several business days. Where a statutory refund deadline applies, we will comply with that deadline. Access to refunded content or services will end. You must stop using any refunded content and delete any downloaded copies covered by the refund.

7) Chargebacks

Please contact [email protected] first so we can investigate and attempt to resolve your concern promptly.

If a payment dispute or chargeback is opened, we may temporarily pause access to the disputed purchase while it is investigated, where permitted by applicable law and payment-provider rules.

We may provide the payment provider with relevant purchase records, accepted terms, delivery records, and access or download logs.

Nothing in this policy prevents you from exercising any payment-dispute or consumer rights available to you.