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Refund policy
Because many of our products provide immediate access to digital educational content, refund eligibility may depend on the type of program, the amount of content accessed and the circumstances of the request.
Unless different terms are clearly displayed on the applicable course or checkout page, refund requests for eligible purchases should be submitted within 7 days of purchase.
Submitting a request does not automatically guarantee approval. Eligibility will be reviewed according to this Refund Policy and applicable consumer law.
A refund may be considered where:
The request is submitted within the applicable refund period
The course was purchased accidentally and has not been substantially accessed
A technical problem attributable to KoachConnect prevents reasonable access and cannot be resolved
The user was charged incorrectly or more than once for the same transaction
A refund may not normally be available where:
A substantial portion of the course has already been viewed or completed
Downloadable course materials have been extensively accessed or downloaded
The user has completed the course
A certificate has already been issued
Account access has been shared or misused
The request is made after the applicable refund period
The reason is simply a change of mind after substantial consumption of digital content
Any mandatory consumer rights available under applicable law will continue to apply.
Because group coaching, live workshops and bootcamps may reserve limited places and involve scheduled sessions, different refund conditions may apply.
Unless otherwise specified on the relevant program page:
A refund request should be made before substantial participation in the program.
Refunds may not normally be available after a learner has attended a substantial portion of live sessions or received substantial program materials or services.
If KoachConnect cancels an eligible paid live program without providing a reasonable alternative, affected participants may be offered an appropriate replacement, account credit or refund depending on the circumstances.
If you believe you have:
Been charged twice
Been charged an incorrect amount
Paid for a course that was not added to your account
contact us promptly at:
Please include the email address associated with your account and relevant transaction details.
Do not send complete card numbers, passwords or other sensitive authentication information by email.
Before requesting a refund because of a technical issue, please contact our support team.
We will first attempt to resolve problems relating to:
Course access
Account login
Payment confirmation
Video or lesson availability
Incorrect enrolment status
If an eligible purchased service cannot reasonably be provided due to an issue attributable to KoachConnect, an appropriate remedy may be considered.
Approved refunds will generally be returned through the original payment method where possible.
The time required for the refunded amount to appear in your account may depend on the payment provider, card issuer or financial institution.
KoachConnect cannot control processing times imposed by third-party financial institutions after a refund has been initiated.
Courses purchased using promotional offers, coupons or discounts remain subject to this Refund Policy unless different refund conditions were clearly disclosed at the time of purchase.
Any approved refund will normally be based on the amount actually paid rather than the course's original or undiscounted price.
Refunds may be declined, to the extent permitted by applicable law, where access has been suspended or terminated because of serious misuse, fraud, unauthorised sharing of paid content or other material violations of our Terms and Conditions.
To request a refund, email:
Please provide:
Your name
Account email address
Course or program name
Purchase or transaction details
Date of purchase
Reason for the refund request
Our team will review the request and respond with the applicable resolution.
KoachConnect may update this Refund Policy periodically.
Any revised version will be published on this page with an updated "Last Updated" date.
For refund or payment-related questions:
KoachConnect
Email: support@koachconnect.com
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