1. Statutory Consumer Rights

This Policy operates in addition to your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• If you purchase a course as a consumer and have not started the course, you have the right to cancel within 14 days of purchase and receive a full refund.
• Once you have started accessing the digital content (e.g., logged in and viewed the first lesson), you lose the automatic 14-day right to cancel, unless the course is faulty or misdescribed.

2. Platform Refund Window

• Standard Refund Period: Knowledge Well offers a 14-day refund window from the date the student first accesses the course (“Course Start Date”), even if statutory rights no longer apply.
• Requests must be made via your account dashboard or by email to support@know.wpbuddyflowex.com

3. Payment Capture & Pending Status

• Student payments are processed immediately at enrolment.
• Tutor earnings are calculated but placed in Pending status until the course is started and the hold period ends.

4. Hold Period Before Tutor Payout

• A 14-day pending hold begins on the Course Start Date to allow for refunds or disputes.
• No tutor payouts occur until this period has ended without a refund or chargeback.

5. Refunds During the Hold Period

• If a refund is approved during the hold period, the tutor receives no payment for that enrolment.
• Students will receive a full refund of the course fee, including applicable taxes, to their original payment method.

6. Refunds After Tutor Payout

• Refunds requested after payout may still be granted in exceptional circumstances (e.g., defective content).
• In these cases, the refunded amount will be deducted from the tutor’s future payouts or recovered through invoicing or an account hold.

7. Chargebacks & Disputes

• If a student raises a payment dispute or chargeback, funds may be reserved or reversed.
• If payout has already occurred, the tutor is liable to reimburse Knowledge Well for the amount of the chargeback plus any processor fees.

8. Tutor Responsibilities

Instructors must:

• Maintain accurate and current payment details.
• Cooperate promptly in any refund or chargeback investigations.
• Accept liability for refunds or chargebacks issued after payout.

9. Notifications & Records

• Both students and tutors receive email notifications at every stage: payment confirmation, pending status, availability for payout, payout completion, refund approval, or dispute outcome.
• All transactions and communications are logged and stored for audit and dispute resolution.

10. Definitions

• Course Start Date: The date a student first accesses course content (e.g., logs in and views the first lesson).
• Pending Status: The period between Course Start Date and the end of the 14-day hold.
• Payout: Transfer of tutor funds from Knowledge Well to the tutor’s designated payment account.

11. Processing Time

Refunds are issued to the original payment method within 7–10 business days after approval, depending on the payment processor.

12. Changes to This Policy

Knowledge Well may amend this Refund Policy from time to time. Material changes will be notified by email or site notice. Continued use of the Platform after changes take effect constitutes acceptance.

Contact

Knowledge Well t/a Earhart Group Ltd

Email: support@know.wpbuddyflowex.com

Summary Table