Cancellation & Refund Policy
1. Definition of a Refund
A refund is the return of payment to a learner who meets specific eligibility criteria. Generally, refunds may be issued if:
• A learner cannot access the course due to technical issues on our app/website.
• The promised resources were not provided as outlined in the course description.
• A learner mistakenly purchases one course instead of another offered by The Sustainability Nexus Ltd (SusNex Ltd).
In all cases, refund requests are subject to a verification process.
2. Eligibility for Refund
1. Individual or Bundle Courses (Online)
o You may request a refund within three (3) working days from the date of purchase.
o Refunds are not applicable after this three-day window.
2. Face-to-Face Training Courses
o You may request a refund up to two (2) working days before the scheduled start date of the course.
o If you have already attended at least one day of the face-to-face training, you are no longer eligible for a refund.
o In unavoidable circumstances, SusNex Ltd may allow you to defer your participation to a future training batch instead of issuing a refund.
3. Subscription-Based Courses
o A refund request must be submitted before the start of the course.
o Once the course has commenced, refunds are no longer applicable.
4. E-Books
o Refunds do not apply to any e-book purchases.
3. How to Request a Refund
1. Email
o Send an email to ask@susnex.com and include the email address or phone number associated with your account and course purchase.
2. Refund Request Form
o A SusNex representative will respond with an official refund request form.
o Complete and submit the form, providing all necessary details about your purchase.
4. When a Refund May Not Be Applicable
• Late Requests: If your request is submitted more than three (3) working days after purchase (for online courses) or less than two (2) working days before a face-to-face training starts.
• Face-to-Face Course Attendance: If you have already attended at least one day of the face-to-face training.
• Certificate Earned: If you earn your course certificate within the three (3) working-day complaint period, you are no longer eligible for a refund.
• Course Progress After Request: Once a refund request is initiated, the course is temporarily locked. If you continue to consume course content during this period (e.g., watching videos, completing quizzes, or downloading materials), your refund request will be invalidated.
• Usage Threshold: If you have completed more than five (5) premium/paid videos before requesting a refund.
• E-Book Purchases: Refunds do not apply to e-books.
• Subscription-Based Courses: If the class has already started, refunds are no longer applicable.
5. When a Refund Is Applicable
• Wrong Purchase: If you purchased the wrong course and wish to purchase another course offered by SusNex Ltd.
o If the new course costs more, you must pay the difference.
o If the new course costs less, SusNex Ltd will refund the balance to your original payment method.
• Unfulfilled Promises: If SusNex Ltd fails to provide resources as promised.
• Accidental Purchase of Live or Recorded Class: If you mistakenly purchased a live class instead of a recorded class, or vice versa.
6. Refund Processing
• Temporary Lock on Course: Once your refund request is submitted, you will be temporarily locked out of the course.
• Approval Notification: SusNex Ltd will notify you via email within three (3) working days of receiving your request to confirm whether your refund is approved.
• Unenrollment: Upon approval, you will be unenrolled from the course and all progress will be removed. If you wish to re-purchase the course later, you must start from the beginning.
• Payment Method: Approved refunds will be issued either via the original payment method or as a voucher.
• Processing Time: It may take 7–14 working days from the date of approval for the refunded amount to appear in your account.
• Confirmation of Refund: You will receive a confirmation email or SMS sent to your registered email address or phone number once the refund has been processed.
7. Changes to These Terms and Conditions
SusNex Ltd reserves the right to modify or update the terms and conditions of this policy at any time, on a case-by-case basis or as required by business and regulatory needs. Any such changes will be communicated appropriately.
If you have any questions regarding this policy or if you have not received your refund after 14 working days from approval, please email ask@susnex.com.
Last Updated: 19 January 2025