Refund Policy
Thank you for using Core Coach Lab, managed by [Company Name] ("Company", "we", "our", or "us"). As our Platform provides access to beauty education courses through a virtual credits system, we have established this Refund Policy to explain how refund requests, credit purchases, and the use of credits for course levels are handled. By purchasing virtual credits, using credits to access a course level, or otherwise using our Platform, you agree to the terms below.
1. Digital Products and Course Access
Offerings available through Core Coach Lab are provided digitally. This includes:
- Virtual Credits and any additional promotional credits where offered
- Access to selected beauty education courses and course levels
- Course-related educational materials made available through the Platform, where applicable
2. Credit Top-Ups and Refunds
Credits purchased through our Platform are allocated to the relevant user account following successful processing of the transaction.
- 2.1 Credit Purchase Transactions: Requests relating to successfully processed credit purchases will be reviewed according to the circumstances of the transaction and applicable law. Where a refund is determined to be eligible, the refund will apply only to the eligible purchased credits for which payment was made. Credits that have already been used to access a course level may affect whether a refund or transaction adjustment is available. Virtual credits are intended for use within the Platform and are not treated as cash or a bank account balance
- 2.2 Billing Errors and Discrepancies: If you believe you were charged incorrectly, charged more than once for the same intended transaction, or affected by an unauthorized transaction, please contact us at [Company Email] as soon as reasonably possible. We may request relevant transaction information to review the issue and determine an appropriate response based on the circumstances and applicable requirements
- 2.3 Additional or Promotional Credits: All bonus credits, additional promotional credits, complimentary credits, reward credits, or other credits provided without separate payment are non-refundable and have no cash value. Where a credit purchase includes bonus or promotional credits, any refund determined to be eligible will apply only to the eligible purchased credits for which payment was made. Bonus or promotional credits will not be included in the refund amount or refund calculation. Where applicable, any bonus or promotional credits associated with a refunded transaction may be removed from the user's account
3. Course Level Access Cancellations
Courses on Core Coach Lab are accessed by using virtual credits, and the number of credits required may vary according to the selected course and level.
- 3.1 General Rule: When a user confirms the use of credits to access a selected course level, the corresponding credits are deducted from the user's available credit balance. Requests concerning used credits or cancellation of course level access will be considered according to the circumstances, the status of the relevant access, and any rights available under applicable law
- 3.2 Request Review: If you believe credits were deducted incorrectly, the wrong course level was provided due to a Platform error, or you experienced another issue directly affecting the relevant transaction, you may contact us to request a review. When reviewing a request, we may consider relevant factors, including:
- Whether the selected course level has already been accessed or used
- Whether any associated course materials have been accessed, where applicable
- The nature of the reported issue and the transaction information available to us
4. Technical Difficulties and System Disruptions
If you experience technical problems accessing a course level obtained through the use of credits, please contact our support team at [Company Email]. We may review the issue and take reasonable steps to address Platform-related access problems where appropriate. Refund requests relating to technical issues will be considered according to the nature of the issue, the relevant transaction, available records, and applicable law.
5. Violations and Account Suspension
Where an account is restricted, suspended, or terminated in connection with a violation of our Terms & Conditions, any request relating to credits, course level access, or payments will be reviewed according to the circumstances of the matter and applicable law. Conduct that may violate our Terms includes unauthorized account sharing, unauthorized copying or distribution of course content, fraudulent activity, or attempted misuse of the virtual credits system.
6. Currency and Third-Party Fees
Where a monetary refund is approved, it will generally be handled with reference to the original payment transaction and purchase currency, subject to the payment method, payment provider processes, and applicable requirements. Currency conversion, exchange rate differences, bank charges, card issuer charges, or other third-party fees may be outside the control of [Company Name].
7. How to Request a Review
To request a refund or transaction review, please email us at [Company Email] with the following details:
- Your account email address
- The transaction date and payment reference, where available
- The relevant course and course level or credit purchase details
- A clear explanation of the issue and the resolution you are requesting
8. Policy Updates
[Company Name] may modify this Refund Policy from time to time to reflect changes to the Platform, our practices, operational requirements, or applicable legal requirements. Updated versions will be made available through the Platform where appropriate.