Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At ApeironLoom, we are committed to providing high-quality IT consulting services and professional training courses. We stand behind our products and services and want you to be completely satisfied with your purchase. This Refund Policy explains the terms and conditions under which refunds may be requested and processed.

1. Online Courses and Training Programs

1.1 Standard Course Refund Policy

We offer a 14-day money-back guarantee for most online courses and training programs. You may request a full refund within 14 days of purchase if you are not satisfied with the course, provided that:

• You have consumed less than 30% of the course content
• You have not downloaded course materials or certificates
• You have not completed the course
• The course was not purchased during a promotional or discounted period (see Section 1.5)

1.2 Eligible Refund Requests

Refund requests are evaluated on a case-by-case basis. Common reasons for approved refunds include:

• Technical issues preventing course access (that we cannot resolve)
• Course content significantly different from description
• Duplicate purchase made in error
• Course does not meet stated prerequisites or learning objectives
• Quality issues with video or audio content

1.3 Non-Refundable Course Situations

Refunds will NOT be granted in the following circumstances:

• You have completed more than 30% of the course content
• You have received a certificate of completion
• More than 14 days have passed since purchase
• You purchased the course during a free or heavily discounted promotion
• You have downloaded all course materials
• You claim to have learned the content elsewhere
• You changed your mind about career or learning goals
• You found similar content available elsewhere

1.4 Lifetime Access Courses

Courses with lifetime access are subject to the same 14-day refund period. Once this period expires, no refunds will be issued, even if you have not accessed the course materials.

1.5 Promotional and Discounted Courses

Courses purchased during promotional periods or at significant discounts (50% or more off) are subject to modified refund terms:

• Free courses: No refunds applicable
• Heavy discounts (70%+ off): 7-day refund window instead of 14 days
• Bundle purchases: Cannot refund individual courses; entire bundle must be returned

1.6 Subscription-Based Access

If you purchase a subscription plan that includes access to multiple courses:

• You may cancel within 14 days for a full refund
• After 14 days, you may cancel to prevent future charges, but no refund for current period
• Annual subscriptions: Prorated refunds available only within first 30 days
• Access continues until end of paid period after cancellation

2. Consulting Services

2.1 Consulting Services Refund Policy

Refunds for consulting services are calculated based on the work completed and the terms outlined in your Statement of Work (SOW) or Service Agreement. Our standard policy includes:

• Before work begins: Full refund minus administrative fee (10% or $500, whichever is less)
• After work begins: Refund of unused portion based on time and materials expended
• After completion: No refunds available

2.2 Consulting Project Phases

Project Phase	Refund Eligibility	Calculation Method
Planning/Discovery	Partial refund available	Total paid - (hours worked × hourly rate) - admin fee
Implementation	Limited refund available	Based on milestones completed
Deployment/Handover	No refund	N/A - Services substantially completed

2.3 Consulting Package Cancellation

For pre-purchased consulting hour packages:

• Unused hours: Refundable within 90 days of purchase
• Partially used packages: Refund of unused hours minus 15% administrative fee
• After 90 days: Credits valid for 12 months; no cash refunds

2.4 Client-Initiated Cancellation

If a client cancels a consulting engagement:

• All work completed to date must be paid in full
• Any non-refundable deposits or retainers are forfeited
• Client must pay for any third-party costs incurred (licenses, tools, etc.)
• Refund calculated based on SOW payment schedule and milestone completion

2.5 ApeironLoom-Initiated Cancellation

If we cancel a consulting engagement:

• Full refund of all payments made
• No charge for work completed to date
• Deliverables created transferred to client at no cost

3. Refund Process and Procedures

3.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact our support team at [email protected]
2. Include your order number, purchase date, and reason for refund request
3. Provide any supporting documentation or details
4. Allow 2-3 business days for initial review

3.2 Information Required for Refund Requests

To process your refund efficiently, please provide:

• Full name and email address associated with account
• Order number or transaction ID
• Date of purchase
• Course name or consulting service description
• Detailed reason for refund request
• Screenshot of any technical issues (if applicable)

3.3 Refund Review Process

Once we receive your refund request:

1. Initial Review (1-2 business days): We review your request for eligibility
2. Verification (1-2 business days): We verify purchase details and usage data
3. Decision (1 business day): We approve or deny the refund request
4. Notification: You receive an email with our decision and next steps

3.4 Refund Processing Time

Approved refunds are processed as follows:

• Credit card refunds: 5-10 business days to appear on statement
• PayPal refunds: 3-5 business days
• Bank transfer refunds: 7-14 business days
• Consulting service refunds: 14-21 business days (for verification and calculation)

Please note that processing times depend on your financial institution and may vary.

3.5 Refund Method

Refunds are issued using the original payment method:

• Credit/debit card purchases → Refunded to same card
• PayPal purchases → Refunded to PayPal account
• Bank transfer purchases → Refunded via bank transfer

Alternative refund methods may be arranged if the original payment method is no longer available.

4. Special Circumstances

4.1 Technical Issues and Service Interruptions

If you experience technical difficulties accessing our services:

• Contact support immediately at [email protected]
• Allow us 48 hours to resolve the issue
• If unresolved, you may be eligible for refund or course credit
• Extended access may be provided to compensate for downtime

4.2 Billing Errors and Duplicate Charges

If you are charged incorrectly or multiple times:

• Contact us immediately with transaction details
• We will investigate and reverse unauthorized or duplicate charges
• Refunds for billing errors processed within 3-5 business days
• No eligibility restrictions apply to genuine billing errors

4.3 Medical or Emergency Situations

We understand that unexpected circumstances arise. If you experience:

• Serious illness or medical emergency
• Family emergency
• Natural disaster
• Other extenuating circumstances

Please contact us to discuss options, which may include:

• Course credit for future use
• Extended access period
• Transfer to different course
• Partial or full refund (case-by-case basis)

4.4 Dissatisfaction with Course Quality

If you are dissatisfied with course quality:

• Provide specific feedback about issues encountered
• Give us opportunity to address concerns or offer alternative solutions
• Valid quality concerns within 14-day period may qualify for refund
• Subjective preference differences do not typically qualify for refunds after 30% content consumption

5. Course Credits and Exchanges

5.1 Course Credits

Instead of refunds, we may offer course credits that:

• Equal the purchase price of returned course
• Can be applied to any course on our platform
• Valid for 12 months from issuance date
• Are non-transferable and cannot be redeemed for cash
• Cannot be combined with promotional discounts

5.2 Course Exchanges

You may exchange a course for another of equal or lesser value within 14 days if:

• You have not completed more than 30% of original course
• The exchange course is currently available
• Price difference is less than 20%
• This is your first exchange request for this purchase

If the new course costs more, you must pay the difference. If it costs less, the difference is issued as course credit.

6. Bundle and Package Purchases

6.1 Course Bundles

For bundled course packages:

• Entire bundle must be returned for refund within 14 days
• Individual courses cannot be refunded separately
• If you have accessed any course in the bundle, standard usage limits apply to the entire bundle
• Bundle price (not individual course value) determines refund amount

6.2 Consulting + Course Packages

For combined packages including consulting and courses:

• Each component subject to its respective refund policy
• If consulting services have begun, course portion may still be refundable
• Package discounts may affect refund calculation
• Partial refunds calculated based on services consumed

7. Corporate and Group Purchases

7.1 Team License Refunds

For corporate team licenses:

• 14-day refund period from purchase date (not from individual user enrollment)
• If any team member has accessed content, standard usage limits apply
• Partial refunds available for unused seats (minimum 50% of licenses unused)
• Custom enterprise agreements may have different terms

7.2 Enterprise Consulting Engagements

Large-scale enterprise consulting projects:

• Subject to terms in Master Services Agreement (MSA)
• May include milestone-based payment and refund structures
• Typically include change management provisions
• Refund terms negotiated on case-by-case basis

8. Chargebacks and Disputes

8.1 Chargeback Policy

If you initiate a chargeback with your credit card company instead of requesting a refund through our process:

• Your account will be immediately suspended pending investigation
• We will provide evidence of service delivery to your card issuer
• Frivolous chargebacks may result in permanent account termination
• You may be liable for chargeback fees and legal costs

8.2 Dispute Resolution

If you disagree with a refund decision:

1. Reply to the decision email with additional information or concerns
2. Request escalation to a senior team member
3. We will conduct secondary review within 3-5 business days
4. Final decisions are made by management and communicated in writing

9. Exceptions and Management Discretion

While this policy outlines our standard refund procedures, ApeironLoom reserves the right to:

• Make exceptions to this policy on a case-by-case basis
• Offer alternative solutions not explicitly mentioned in this policy
• Exercise discretion in unique or extenuating circumstances
• Modify refund terms for future purchases with notice

Such exceptions do not create precedent or modify this policy for other customers or future transactions.

10. International Customers

10.1 Currency and Exchange Rates

For international purchases:

• Refunds issued in original purchase currency
• Exchange rate fluctuations may affect refund amount
• Currency conversion fees are not refundable
• International transaction fees charged by your bank are not refundable

10.2 Local Consumer Protection Laws

If your local consumer protection laws provide greater refund rights than this policy, those laws prevail. However, you must inform us of applicable laws and provide supporting documentation.

11. Refund Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes become effective upon posting to our website. However:

• Changes do not apply retroactively to past purchases
• Material changes will be communicated via email to active customers
• Purchases made before policy changes remain subject to original policy
• "Last Updated" date reflects most recent modifications

12. Contact Information for Refunds

13. Summary of Key Policies

Item Type	Refund Window	Conditions
Standard Courses	14 days	Less than 30% consumed
Discounted Courses (70%+ off)	7 days	Less than 30% consumed
Free Courses	No refund	N/A
Consulting Services	Varies	Based on work completed
Course Bundles	14 days	Entire bundle must be returned
Subscriptions	14 days	Full period refund within window

This Refund Policy is part of our Terms & Conditions and should be read in conjunction with those terms and our Privacy Policy.

By making a purchase from ApeironLoom, you acknowledge that you have read, understood, and agree to this Refund Policy.