Refund & Cancellation Policy

Quick summary

• Individual course not started: you may request a full refund within 14 days of purchase, subject to applicable law.
• Digital content started: our voluntary unused-course refund policy normally no longer applies after valid immediate-performance consent; statutory rights remain unaffected.
• Company plans: annual plans are prepaid; cancellation stops future renewal and normally does not refund the current term.
• Training Providers: setup fees become non-refundable once provisioning materially begins; annual licence fees are normally non-refundable after activation; unassigned credits may be eligible.
• Technical problems: contact us so we can restore or correct the service and provide any remedy required by law.

1. Individual courses

A customer may request a full refund within 14 days of purchase if the course has not started. A course starts when the first lesson, video/module, interactive activity or supported content download is accessed. We record the first qualifying access server-side. Marketing pages, a dashboard visit or a course-title view do not start a course. Once performance begins after the required consent, the voluntary unused-course policy normally no longer applies, subject to mandatory law.

2. Bundles and professional paths

A bundle or professional path is eligible only while no included course or module has started. Starting one included item makes the bundle or path consumed for the voluntary unused-product policy. Partial automatic refunds are not provided unless an administrator approves an exception or applicable law requires a remedy.

3. Company annual subscriptions

Company plans are prepaid for the annual term. Cancellation means cancellation of future renewal. Access normally continues until the paid term ends, unused seats do not automatically create a refund, and assigned specialist licences are not automatically refundable. Exceptions include mandatory law, billing error, duplicate charge, documented material service failure or an expressly approved discretionary remedy.

4. Training Provider and White Label services

A setup fee is refundable until provisioning materially begins. Provisioning begins when the tenant, branding, custom domain, catalogue configuration or partner environment work begins, and the timestamp is recorded. After activation, the annual partner licence is normally non-refundable for the current term. Unassigned course credits may be reviewed; credits assigned to a learner are normally non-refundable and cannot remain usable after a successful refund.

5. Technical failure and non-conformity

If a material technical issue prevents delivery, we will first try to restore access, correct the issue or replace the entitlement. Where a correction is not appropriate or does not resolve the issue, we will support a refund, price reduction or other remedy when required by law or approved under the commercial policy. We do not apply an absolute no-refunds rule.

6. How to request a refund

Use the Billing area when available or contact contact@ainova.io with the order reference, product SKU and reason. The eligibility engine evaluates the product type, payment state, purchase date, first-access event, consent evidence, prior refunds and partner provisioning state. Requests outside automatic eligibility are routed to manual review. We do not fabricate historical consent or access evidence.

7. Processing and access after refund

A successful full refund revokes the relevant entitlement where appropriate, but does not delete learning evidence, billing records, consent records or audit records. Stripe refund processing is idempotent and the resulting status is recorded. Mandatory statutory remedies remain unaffected.

8. Contact and legal priority

Contact contact@ainova.io. If this policy conflicts with mandatory law, mandatory law prevails. This policy is versioned; the version accepted for an order remains attached to that order.