Refund Policy

Last Updated: 1 November 2025

1. Our Commitment

The Virtuoso Academy is committed to student satisfaction. We offer a comprehensive refund policy so you can enrol with confidence. This policy explains when refunds are available and how to request them.

Contact for Refund Requests:
Email: [email protected]
Phone: +44 7448 190917

2. 30-Day Money-Back Guarantee

2.1 Individual Course Purchases

Standard Refund Period:

  • 30 days from purchase
  • Applies to all NANO and PRO courses
  • Full refund, no questions asked

Eligibility:

  • Request made within 30 days
  • Applies only to first-time purchase of a specific course
  • No Terms of Use violations on account

2.2 Extended Rights by Jurisdiction

UK and EU Users (Consumer Contracts Regulations):

  • 14-day statutory withdrawal right
  • Starts at purchase, not at course start
  • Accessing the full course may waive cancellation rights

Australian Users:

  • Consumer guarantees apply
  • Refunds granted for major failures

US Users:

  • Standard 30-day refund applies
  • California users have additional protections

3. Refund Restrictions

3.1 Course Completion

  • Accessing over 75% of content may void eligibility
  • Completed certification exam = no refund
  • Downloading substantial materials may affect eligibility

3.2 Account Violations

  • Suspension or termination due to Terms of Use violations
  • Fraud or attempted abuse
  • Repeated refund requests indicating policy misuse

3.3 Time Limitations

  • Requests after 30 days (unless statutory rights apply)
  • Refund already given previously for same course

3.4 Enterprise and Group Purchases

3.5 Payment Disputes

  • No refunds if chargeback already initiated
  • No duplicate refunds for same transaction

4. Products Not Eligible for Refunds

4.1 Promotional Items

  • Free courses
  • Bonus gifts or promotional items
  • Scholarship or grant-based enrolments

4.2 Partial Course Access

  • Individual modules not refundable if bundle bought later
  • No partial refunds for course bundles

4.3 Third-Party Services

  • Marketplace purchases (subject to their policies)
  • External certification/accreditation fees

5. How to Request a Refund

5.1 Submission Process

Step 1: Contact Us

Step 2: Provide Required Information

  • Name and account email
  • Course name and purchase date
  • Order/transaction number
  • Reason for refund (optional)
  • Preferred refund method

Step 3: Verification

  • Confirm purchase details
  • Check eligibility
  • Review account status

Step 4: Approval and Processing

  • Notification sent via email
  • Refund issued to original payment method

5.2 Processing Timeframes

  • Refund approval: 2–3 business days
  • Credit/debit cards: 5–10 business days
  • PayPal: 3–5 business days
  • Bank transfer: 5–7 business days

6. Refund Methods

6.1 Original Payment Method

  • Refunds go to the same card, PayPal account, or bank account used

6.2 Alternative Methods

  • Used only when original method is unavailable
  • Additional verification may be needed

6.3 Partial Refunds

  • Only provided for duplicate charges, legal requirements, or exceptional cases

7. Effect of Refund on Access

7.1 Immediate Access Termination

  • Course access removed immediately
  • Downloaded materials must no longer be used
  • Certificates become invalid
  • Forum access revoked

7.2 Account Retention

  • Your account remains active
  • Records for other completed courses remain

7.3 Re-Enrolment

  • You may repurchase a refunded course later
  • Refund rights reset for future purchases

8. Enterprise and Group Refunds

8.1 Enterprise Licences

8.2 Group Purchases

  • Refunds issued to group administrator
  • Unused seats may be refunded

8.3 Educational Institutions

9. Technical Issues and Quality Guarantees

9.1 Technical Problems

  • Contact [email protected]
  • Resolution attempted within 48 hours
  • Refund if problem cannot be resolved

9.2 Content Quality

  • Report discrepancies within 14 days
  • We may provide updates, alternative courses, or refund

9.3 Accessibility Issues

  • We will provide accessible alternatives within 5 business days
  • Refund if accessibility cannot be achieved

10. Disputes and Complaints

10.1 If Refund Request Is Denied

Step 1: Request written explanation

Step 2: Appeal to [email protected]

Step 3: Escalate to your regional consumer protection authority

10.2 Chargebacks

  • Please contact us before initiating a chargeback
  • Chargebacks may temporarily suspend your account
  • We provide evidence to payment processors during disputes

11. Jurisdiction-Specific Rights

11.1 UK Users

  • Protected by Consumer Rights Act 2015
  • Rights to refund for faulty or misdescribed content

11.2 EU Users

  • Protected by Consumer Rights Directive

11.3 Australian Users

  • Protected by Australian Consumer Law
  • Refunds for major failures

11.4 US Users

  • State-specific consumer rights may apply

12. Promotional and Discount Impact

12.1 Discounted Purchases

Refund is equal to the amount actually paid.

12.2 Bundle Purchases

Bundles refunded as a single unit.

12.3 Coupon or Voucher Use

Coupons are not reinstated after refund.

13. Currency and Exchange Rates

13.1 Multi-Currency Purchases

  • Refunds issued in original currency

13.2 Exchange Rate Fluctuations

Refunds are not adjusted for currency changes.

14. Contact Information

14.1 Refund Enquiries

Email: [email protected]
Phone: +44 7448 190917
Hours: Mon–Fri, 9:00–18:00 GMT

14.2 Enterprise Refunds

Email: [email protected]

14.3 Appeals and Disputes

Email: [email protected]

15. Policy Updates

  • Updates posted with new “Last Updated” date
  • Does not affect refund requests already in progress
  • Email notice provided for material changes

Acknowledgment: By completing a purchase, you agree to this Refund Policy.

Last Reviewed: November 2025