Refund Policy

1. Introduction

Welcome to Glow Haus Academy (“Website”, “we”, “our”, or “us”).

This Refund Policy sets out when refunds may or may not be available for Credits, Bonus Credits, and E-Learning Materials purchased or obtained through the Website.

Because our products consist of digital E-Learning Materials and digital Credits, completed transactions are generally non-refundable unless this Policy or applicable law provides otherwise.

By purchasing Credits or obtaining E-Learning Materials through the Website, you acknowledge and accept this Refund Policy.

2. Purchased Credits

Credits are digital units bought with real money and used to obtain eligible E-Learning Materials through the Website.

Once a Credit transaction has been successfully completed, the purchase is generally non-refundable.

After Credits are added to your Account, you are responsible for confirming that the selected Credit package meets your intended needs.

Unused Purchased Credits will generally not qualify for a refund because of:

• Change of mind;
• Accidental purchase;
• Failure to use the Credits;
• Failure to use Credits before any applicable expiration date;
• Purchasing an incorrect Credit package; or
• No longer requiring the Credits.

An exception may be considered where required by law or where we incorrectly processed a transaction because of an error on our part.

3. Bonus Credits

Qualifying Credit purchases may include Bonus Credits.

Bonus Credits are issued at no additional monetary charge.

Bonus Credits are non-refundable and have no cash value, except where applicable law requires otherwise.

Bonus Credits:

• Cannot be exchanged for cash;
• Cannot be transferred to another Account;
• Cannot be sold or assigned;
• Cannot be withdrawn;
• Cannot be refunded separately; and
• Cannot be converted into monetary value.

If a Credit purchase containing Bonus Credits is approved for a refund, those Bonus Credits will not be included in the refundable amount.

Where applicable, unused Bonus Credits linked to a refunded, reversed, cancelled, or fraudulent transaction may be cancelled or removed.

4. E-Learning Materials

E-Learning Materials are digital products supplied electronically.

After an E-Learning Material has been successfully obtained and made accessible to you, the transaction is generally non-refundable, subject to applicable law.

A refund will generally not be available where:

• You have accessed the Materials;
• You have downloaded the Materials, where downloading is available;
• The access information has been successfully delivered to your email address;
• You have received the access link or other access credentials;
• You have partially or fully used the Materials;
• You have decided that the Materials are no longer required;
• You purchased the wrong subject or Skill Level;
• You purchased Materials by mistake;
• You failed to access the Materials during the applicable access period; or
• The 14-day access period has expired.

5. 14-Day Access Period

E-Learning Materials remain accessible for 14 days (2 weeks) from the date the applicable E-Learning access email is sent.

The end of the 14-day access period is not, by itself, a basis for a refund.

Users are responsible for using their Materials before the applicable access period ends.

If access expires before the Materials are used, the Credits originally applied to obtain them will not automatically be returned or refunded.

6. Duplicate or Incorrect Transactions

If you believe you were charged twice for one transaction or were charged an incorrect amount because of a technical or processing error, please contact us promptly.

If we confirm that a duplicate or incorrect charge resulted from our error, we may issue an appropriate refund or account adjustment.

7. Technical Issues

We recognize that technical problems may sometimes prevent access to Materials.

If a technical problem occurs after you successfully obtain Materials, please contact support before requesting a refund.

We may investigate the issue and, where reasonably possible, attempt to resolve it by:

• Resending access information;
• Providing an alternative access method;
• Restoring access;
• Extending the access period; or
• Providing another appropriate technical resolution.

A technical problem does not automatically create a refund entitlement where the issue can reasonably be resolved by restoring or providing access to the Materials.

8. Failure to Receive Access Information

If you have successfully completed a purchase but have not received your E-Learning access information, please first check your:

• Spam or junk folder;
• Promotions or filtered folders;
• Email storage capacity; and
• Email address provided during checkout.

E-Learning access emails are normally delivered within a few minutes, although system or processing delays may occasionally extend delivery to 72 hours.

If your access information has not arrived within 72 hours, please contact our support team.

If we confirm a delivery failure, we will make reasonable efforts to resend the relevant access information or otherwise restore access.

9. Refund Eligibility

When assessing a refund request, we may consider factors such as:

• The date and time of the transaction;
• The payment status;
• Whether Credits have been used;
• Whether Bonus Credits were issued;
• Whether Bonus Credits have been used;
• Whether the E-Learning Materials have been accessed;
• Whether the Materials have been downloaded;
• Whether the access period has expired;
• Whether a technical issue occurred;
• Whether the transaction was duplicated or incorrectly processed; and
• Any applicable legal requirements.

Approving one refund does not create a commitment to approve another refund in the same or a different situation.

10. Refund Requests

If you believe your transaction may qualify for a refund, please contact us using the details provided on the Website.

A refund request should contain enough information for us to identify and verify the relevant transaction, including where applicable:

• Account email address;
• Transaction or order reference;
• Date of purchase;
• Amount paid;
• Currency used; and
• Reason for the refund request.

We may ask for additional information where reasonably necessary to assess the request.

11. Refund Processing

If we approve a refund, it will generally be returned through the original payment method.

The time for a refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

We are not responsible for delays caused by third-party payment providers or financial institutions after we have processed a refund.

Where applicable, any refunded transaction may result in the cancellation or removal of associated Bonus Credits and/or reversal of Materials obtained using the refunded Credits.

12. Chargebacks and Payment Disputes

Before starting a chargeback or payment dispute with your bank or payment provider, we encourage you to contact us first so we can try to resolve the matter.

Where a chargeback or payment dispute is initiated, we may provide relevant transaction and Account information to the applicable payment provider, financial institution, or card network as reasonably necessary to respond to the dispute.

We reserve the right to suspend or restrict an Account where we reasonably believe that a fraudulent or unauthorized chargeback has been initiated.

13. Fraudulent or Unauthorized Transactions

If we reasonably determine that a transaction was fraudulent, unauthorized, or resulted from misuse of the Website, we may:

• Suspend or terminate the relevant Account;
• Cancel or remove Credits;
• Cancel or remove Bonus Credits;
• Revoke access to Materials obtained through the transaction;
• Refuse or reverse a refund; and
• Take any other action reasonably necessary to protect the Website and our users.

Nothing in this section is intended to limit any rights or obligations that apply to us under applicable law.

14. Exceptions Required by Law

Nothing in this Refund Policy is intended to remove, restrict, or limit any statutory refund, cancellation, withdrawal, consumer, or other rights that cannot lawfully be excluded or restricted.

If applicable law gives you a mandatory refund or cancellation right, that right remains effective regardless of anything stated in this Refund Policy.

15. Changes to This Refund Policy

We may revise or update this Refund Policy from time to time.

Unless applicable law requires otherwise, changes take effect when the revised Policy is published on the Website.

We recommend reviewing this Refund Policy before making purchases through the Website.

16. Contact Us

If you have questions regarding this Refund Policy or wish to submit a refund request, please contact us at [Company Email]