Refund and Cancellation Policy
Clear guidance on how cancellation, refund, duplicate-payment and technical-access requests are assessed.
A fair process for cancellations and refunds
This policy explains how CPD212 considers cancellation requests, refund applications, duplicate payments, technical-access issues and concerns relating to digital course content.
Each request is reviewed according to the circumstances, the type of purchase, the date of the transaction, whether digital supply has started and the learner’s statutory consumer rights.
Nothing in this policy is intended to remove, restrict or replace rights provided by applicable consumer law.
Situations in which a refund may be available
Duplicate Payment
Where the same order or substantially identical purchase has been charged more than once, the duplicate transaction will be investigated and refunded where confirmed.
Payment Taken in Error
A payment processed incorrectly because of a confirmed platform or payment-system error may be refunded after the transaction has been verified.
Course Not Supplied
A refund may be appropriate where payment was completed but the purchased course cannot be supplied and no reasonable replacement or restoration is available.
Change of Mind
Eligibility depends on when the request is made, whether digital supply has started and whether the consumer expressly agreed to immediate access and acknowledged the loss of the cancellation right.
Technical Difficulty
We will normally first attempt to diagnose the problem, restore access or provide a reasonable alternative before deciding whether cancellation is appropriate.
Incorrect Course Purchased
We may consider a transfer, account credit or refund where support is contacted promptly and little or no course content has been accessed.
Cancellation rights and immediate course access
Online courses are supplied as digital content
Consumers may normally have a 14-day cancellation period for qualifying distance contracts. Different rules apply where digital content is supplied immediately during that period.
Where a learner expressly requests or consents to immediate digital access and acknowledges that the cancellation right will be lost when supply begins, the statutory change-of-mind cancellation right may end once access is supplied.
Merely describing a course as digital does not by itself remove statutory rights. The relevant consent, acknowledgement, transaction circumstances and applicable law must be considered.
When a course does not meet required standards
Digital content should be of satisfactory quality, fit for its intended purpose where that purpose has been made known, and match its description. Statutory remedies may apply where digital content does not meet the applicable legal standard.
Statutory remedies remain separate from change-of-mind cancellation
Depending on the circumstances, an appropriate remedy may include repair, correction, replacement, repeat supply, a price reduction or refund. We may first investigate the reported issue and attempt a reasonable correction where permitted by law.
Requesting a cancellation or refund
Contact Support
Email the support team or use the website contact form as soon as possible after identifying the issue.
Provide References
Include the learner name, registered email address, order number and course title.
Explain the Request
State why you are requesting a refund and provide any relevant evidence, dates or error information.
- Learner’s full name and registered email address.
- Order or invoice number.
- Course title or product purchased.
- Date of purchase and payment amount.
- Clear explanation of the refund reason.
- Relevant screenshots, without passwords or card details.
Typical refund scenarios
| Scenario | Typical position | Possible outcome |
|---|---|---|
| Confirmed duplicate charge | The same purchase was charged more than once. | Usually eligible |
| Payment completed but no access supplied | Access cannot be restored within a reasonable period and no suitable alternative is offered. | Usually eligible |
| Prompt incorrect-course request | Support is contacted quickly and little or no learning content has been used. | Case review |
| Immediate digital access accepted | Supply began after express consent and acknowledgement of losing the cancellation right. | Change-of-mind refund unlikely |
| Assessment completed and certificate issued | The digital service has been substantially consumed and the achievement has been issued. | Usually not refundable |
| Material technical or content fault | The reported issue is verified and cannot be corrected within a reasonable period. | Statutory remedy review |
Problems accessing a purchased course
Learners should report technical difficulties promptly and allow a reasonable opportunity for investigation. The support team may request information about the device, browser, operating system, error message and steps already attempted.
We may attempt to restore access
This may involve correcting the enrolment, resetting access, extending the access period, providing browser guidance or resolving an account issue.
Refunds are considered if resolution fails
Where a material issue is attributable to the platform and cannot be corrected within a reasonable period, an alternative remedy or refund may be considered.
How refunds are processed
Approved refunds will normally be submitted to the original payment method. We will not ordinarily send a refund to a different card, bank account or third party.
After we submit an approved refund, the time taken for the money to appear depends on the payment provider, card network and issuing bank. These external processing times are outside our direct control.
Where applicable law requires a refund within a particular period, we will process the refund in accordance with that requirement.
Effect of cancellation or refunded payment
Where an order is cancelled or refunded, associated course access may be withdrawn and any unused enrolment may be closed. Certificates or achievement records obtained fraudulently or following a reversed payment may be reviewed.
A legitimate completed achievement will not be removed merely because a statutory remedy has been exercised unless there is a lawful and justified reason to amend the record.
Challenging a refund decision
Contact us before initiating a payment dispute
Contact support if you believe a refund decision is incorrect. Provide the order number and explain why the decision should be reconsidered. We will review any new relevant information.
Nothing in this policy prevents you from obtaining independent consumer advice or exercising legal rights available to you.