Cancellation, Refund, and Conflict Resolution Policy

Last Updated: 7th November 2024

At Behind The Budget Ltd, we aim to provide a fair and transparent process for cancellations, refunds, and conflict resolution to ensure a positive experience for all our users. This policy outlines the terms regarding cancellation requests, refund eligibility, and resolution of disputes.

1. Cancellation Policy

1.1 Course Cancellation by Users

Before Course Access: Users may cancel their course enrolment before they access any of the course content. In this case, they will be eligible for a full refund (see Section 2 for Refund Policy).
After Course Access: Users who have accessed less than 40% of the course content or only the first module (if a multi-module course) may request cancellation. However, attempting any quiz or assignment makes users ineligible for a refund (see Section 2 for details).
No Refund Eligibility: Users who have accessed 40% or more of the course content, completed the first module, or attempted any quizzes or assignments are not eligible for a refund upon cancellation.

1.2 Course Cancellation by Behind The Budget

In rare instances, Behind The Budget Ltd may need to cancel or discontinue a course due to unforeseen circumstances. In such cases, all affected users will receive a full refund of any fees paid for the course, or they may be offered credit toward another course.

2. Refund Policy

2.1 Eligibility for Refunds

Refunds are only available under specific conditions:

Full Refund: Users who cancel before accessing any course content are eligible for a full refund.
Partial Refund: Users who have accessed less than 40% of the course content, or only the first module (if applicable), and have not attempted any quizzes or assignments, may request a partial refund. The refund amount will be calculated based on the amount of content accessed.
No Refund: Users who have accessed 40% or more of the course content, completed the first module, or have attempted any quizzes or assignments are not eligible for a refund.

2.2 Refund Request Process

Request Submission: To request a refund, users should contact our support team at info@behindthebudget.com within 14 days of their enrolment or within the stipulated refund eligibility period.
Review Process: Our support team will review the request, verify eligibility based on course progress, and notify the user of the outcome within 5 business days.
Refund Method: If approved, refunds will be processed via the original payment method within 7-10 business days of approval.

2.3 Non-Refundable Fees

Certain fees may be non-refundable, including:

Transaction or processing fees charged by third-party payment providers.
Fees paid for additional resources, downloadable content, or premium services outside the core course content.

3. Conflict Resolution Policy

At Behind The Budget Ltd, we strive to provide a smooth and satisfying experience. However, we understand that conflicts or issues may arise. This section outlines the steps to resolve any disputes or conflicts in a fair and timely manner.

3.1 Informal Resolution

We encourage users to reach out to our support team at info@behindthebudget.com with any issues or concerns regarding our services. Our support team will work with you to resolve the matter informally.

3.2 Formal Resolution Process

If an issue cannot be resolved informally, users may request a formal review. The following steps apply:

Step 1: Submit a Formal Complaint
Submit a written complaint to info@behindthebudget.com detailing the issue and any relevant information (e.g., order number, course title, dates). Our support team will acknowledge receipt within 3 business days.
Step 2: Investigation
Our team will investigate the complaint, review the relevant records, and may request additional information if necessary. We strive to complete investigations within 10 business days.
Step 3: Resolution
We will communicate the outcome of our investigation to the user and outline any resolution actions. If a refund or credit is applicable, it will be processed within 7 business days after resolution.

3.3 External Dispute Resolution

If the issue remains unresolved after our internal processes, users have the right to pursue further action through external means, as appropriate under UK law. This may include mediation or arbitration as an alternative to court proceedings.

Mediation: In cases of complex disputes, we may recommend mediation with a neutral third party. This is a voluntary process and requires agreement from both parties.
Arbitration: Should mediation be unsuccessful, users may pursue arbitration in the United Kingdom, in accordance with local regulations, as a final step before pursuing legal action.

3.4 Governing Law

This Cancellation, Refund, and Conflict Resolution Policy is governed by the laws of the United Kingdom. By using our services, users agree to submit to the jurisdiction of the UK courts for any disputes arising out of this policy or their use of our services.

4. Contact Information

For any questions or concerns about this policy, please contact us at:

Behind The Budget Ltd
Email: info@behindthebudget.com
Address: 12 Blackwall Basin Moorings, 1 Myers Walk, London, E14 5GT

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