Purpose and scope
This policy applies to paid TrustStack Academy courses, bundles and programme enrolments purchased through an approved checkout. It is designed for digital learning services, where access to course materials, labs and learner records may begin promptly after payment.
Support contact: [email protected]
When a refund may be considered
- A payment was charged more than once for the same enrolment.
- A confirmed payment did not result in access and the Academy cannot correct the issue within a reasonable support period.
- The checkout price, programme or payment was materially different from what was presented before payment.
- A learner submits a written withdrawal request within seven calendar days of purchase and has not substantially accessed course content, practical labs, assessments, downloadable materials, or a completion certificate.
- Applicable consumer-protection law requires a different outcome.
Digital-access limitation
Because the Academy provides immediate digital access to learning materials and lab environments, refunds are ordinarily not available after substantial use of a programme, assessment attempt, laboratory access, certificate issue, or material download. This does not limit a learner’s right to report a billing or access error.
How to request a refund
Send a request from the email address used for enrolment to [email protected]. Include your full name, programme, payment reference, purchase date, and a clear explanation. We may request reasonable evidence to investigate duplicate, unauthorised or failed-access claims.
We aim to acknowledge requests within two business days and to communicate a decision after checking payment, enrolment and access records. Approved refunds are returned through the original payment route where possible; provider processing times may apply.
Non-refundable circumstances
Refunds may be declined where a learner has materially consumed the digital service, shared access or materials, breached the Terms of Use, received a certificate after meeting requirements, or made a request outside this policy without a billing or service error. Scholarships and sponsored places are not cash-refundable unless the written award terms say otherwise.
Changes and your rights
The current policy is published before checkout and may be updated for future purchases. Nothing in this policy removes rights that cannot lawfully be excluded. If a case remains unresolved, contact [email protected] and ask for an escalation to the Academy’s operations team.
Contact
For programme and payment support, email [email protected]. For privacy questions about a refund request, see the Privacy Policy.