This policy explains how to request a cancellation, refund or review of course access for W3 Solutionz Academy. Read it before purchase together with the course description and learner terms. It does not reduce any mandatory consumer right that applies to your transaction.
Individual self-paced course purchases
You may request a change-of-mind refund within seven calendar days of purchase if you have not marked a lesson complete, attempted a quiz or submitted an assignment in the course. Send the request through Help & support using your registered email and include the order reference and course name.
After that period, or after the learning or assessment activity described above has begun, a change-of-mind refund is not normally available. We will still consider a reported service defect, inaccurate description, duplicate charge or other circumstance that requires a remedy. Starting a course does not remove a mandatory right that applies to a defective or unavailable service.
If the service does not work as described
Tell us promptly if you cannot access paid learning, a significant course element is unavailable or the supplied service materially differs from what was described. Include the lesson or activity, device, browser and error message where relevant. We will investigate and discuss an appropriate remedy, which may include fixing access, providing the missing service, an extension, a replacement by agreement or a refund where appropriate.
If W3 cancels a paid course before providing it, we will offer an appropriate alternative by agreement or a refund for the undelivered service. We will not require you to accept a substitute that does not meet your needs in place of a refund to which you are entitled.
Duplicate and incomplete payments
Contact us if you believe you were charged twice or a payment appears on your statement while the order remains pending or failed. Do not include full card numbers or security codes. We will compare the order and provider records before confirming the correction. A pending card authorisation may require release by the payment provider rather than a separate refund.
How to make a request
- Use the support form with the email associated with the purchase.
- Provide the order reference, course title, purchase date and the reason for your request.
- Include relevant evidence, such as an error screenshot, with sensitive details removed.
- Tell us whether you are seeking restored access, a correction, an extension or a refund.
We may need further information to verify the transaction or investigate the issue. We will explain the outcome and the applicable processing steps. Refunds are normally returned through the original payment method; the bank or provider controls when the credit becomes visible. Any required alternative method will be confirmed with the account holder.
What happens to course access and certificates
An approved refund against a course normally removes access to that course. A completion certificate associated with a refunded course may be revoked and its verification status updated. Any different arrangement, including an access extension instead of a refund, must be confirmed in writing.
Access also ends when the agreed access period expires. Expiry alone does not create a refund entitlement. Contact us before expiry if you need an extension so that available options can be considered.
Corporate seats and separately arranged programmes
Cancellation, substitution, transfer and refund conditions for corporate seat agreements, customised programmes or separately arranged instructor-led events are set out in the relevant quotation or agreement. Confirm those conditions before committing. If no separate condition addresses the request, contact us so the applicable terms and legal rights can be reviewed.
A learner should not transfer an account or share a password to move a seat. Ask the authorised coordinator and academy support to review the allocation.
Free courses, disputes and policy changes
Free courses have no purchase fee to refund, although access and learning issues can still be reported. If you disagree with a decision, explain the point you want reviewed and provide any additional information. You may use any applicable external complaint route if the matter remains unresolved.
The terms applicable at purchase and any mandatory rights take precedence over a later policy change that would reduce your protection.
Content revision: 17 September 2026.