Refund and Returns Policy

This Refunds, Cancellations and Returns Policy explains how cancellations, refunds, transfers, and access-related issues are handled by SJA Academia in relation to courses, digital learning materials, and related services purchased through sjaacademia.co.uk.

Because we provide online courses, digital content, learner accounts, and educational support services, this policy is different from a policy used for physical retail goods.

1. Who does this policy apply to

This policy applies to purchases made directly through sjaacademia.co.uk for:

• online courses
• digital course materials
• learner access and enrolment
• course bundles
• support services such as QTLS application support, grading and assessment support, and related educational services
• payment-plan purchases made directly with us

2. Your right to cancel

If you purchase as a consumer online, by phone, or by email, you may have a legal right to cancel within 14 days of purchase in certain circumstances.

However, because many of our products involve digital content and/or services that may begin shortly after purchase, your cancellation rights may change once supply has started.

3. When you can receive a full refund

You may be eligible for a full refund if:

• you cancel within 14 days of purchase, and
• you have not accessed the course, downloaded materials, started learning content, submitted assignments, attended support sessions, or otherwise requested the service to begin

Where a full refund is due, we will normally process it using the original payment method.

4. When your cancellation right may be lost

By purchasing a course or service and asking for access or delivery to begin during the 14-day cancellation period, you agree that we may start supplying the service or digital content immediately.

Where this happens, and where you have been clearly informed and have acknowledged this at checkout or enrolment, you may lose your right to cancel once:

• course access is activated
• digital materials are made available
• learning content is accessed
• tutor, assessment, or support services begin
• a consultation, review, grading, or application support service has started

This is particularly relevant for:

• instant-access online courses
• downloadable resources
• learner dashboards and digital materials
• marked or reviewed work
• personalised support services

5. Partial refunds for services already started

If you validly cancel during the cancellation period after expressly requesting us to begin the service, we may deduct an amount that reflects the proportion of the service already supplied up to the date of cancellation.

For example, a partial refund may apply where:

• your learner account has been created and course access issued
• tutor support has started
• marking or grading work has begun
• documents have been reviewed
• a support session or consultation has taken place
• an application-support service has materially progressed

6. No refund circumstances

Refunds will normally not be available where:

• you have accessed substantial course content
• digital materials have been delivered or downloaded and the right to cancel has been lost
• assessment, grading, review, or support work has already been carried out
• the service is tailored, personalised, or already completed
• you change your mind after significant use of the course or service
• you are removed for breach of our terms, misconduct, abusive behaviour, academic dishonesty, or misuse of the platform
• you fail to complete the course within the allowed period
• you do not attend, participate, or submit work after enrolment
• you purchased the wrong course despite the course details being clearly provided
• you are unable to complete the course because of personal circumstances outside our control, unless we agree otherwise as a gesture of goodwill

7. Faulty, misdescribed, or inaccessible services

Nothing in this policy limits your legal rights.

If a course or service is faulty, materially misdescribed, or cannot reasonably be accessed due to an issue on our side, please contact us as soon as possible.

Depending on the circumstances, we may offer one or more of the following:

• technical assistance
• a correction or replacement
• restored access
• transfer to the correct course
• an extension
• a partial refund
• a full refund

8. Course transfers and deferrals

At our discretion, we may allow:

• transfer to another course
• a deferral to a later intake or study period
• a temporary pause or extension

This may be more appropriate than a refund where:

• you enrolled on the wrong course
• your circumstances have changed
• you need extra time
• the issue can be resolved by moving you to a more suitable option

Administrative charges may apply in some cases, especially where work has already been undertaken.

9. Payment plans

If you purchase through a payment plan, you remain responsible for instalments that relate to services already supplied, unless we confirm otherwise in writing.

If you cancel before access begins and you are entitled to a refund, any refund will normally be limited to sums already paid.

If access has started, materials have been issued, or services have begun, you may remain liable for all or part of the agreed fees depending on the stage reached and the work already carried out.

10. Promotions, discounts, and goodwill refunds

Any promotional pricing, discounted offers, scholarships, or goodwill arrangements are subject to the specific terms stated at the time of purchase.

Where we make a refund as a gesture of goodwill, this does not mean we are legally obliged to do so in future cases.

11. Chargebacks and payment disputes

If you have a problem with your order, please contact us first so we can try to resolve it quickly.

If a chargeback or payment dispute is raised without first contacting us, we reserve the right to:

• suspend access to the course or service while the dispute is investigated
• provide enrolment, usage, and access records to the payment provider or card issuer
• recover fees where services have already been supplied

12. How to request a cancellation or refund

To request a cancellation, refund, transfer, or review, please contact us in writing using the details below:

Email: Info@sjaacademia.co.uk
Phone: +44 203 432 3249
Address: 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom

Please include:

• your full name
• the email address used for purchase
• the course or service purchased
• the purchase date
• your order reference, if available
• the reason for your request

13. Timeframe for refund decisions

We aim to review refund or cancellation requests promptly and fairly.

Where a refund is approved, it will usually be processed to the original payment method within a reasonable period after approval. Processing times may vary depending on your payment provider or bank.

14. Contact us

If you have any questions about this policy, please contact:

SJA Academia
Email: Info@sjaacademia.co.uk
Phone: +44 203 432 3249
Address: 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom