Refunds

You can ask for a refund within 14 days of a charge, as long as you have completed fewer than half of the course's lessons. You ask from inside the course, and a person at ACADA answers within 3 business days. An approved refund goes back the way you paid, usually within 5 to 10 business days.

Before you ask

Both of these have to be true:

• It is no more than 14 days since the charge. The Refunds section shows the exact date your window closes.
• You have completed fewer than half of the course's lessons. For a bundle, count the lessons across all of its courses.

How to ask for a refund

1. 1.

   Open the course and choose Billing & Subscription in the left panel.

2. 2.

   Find Refunds, near the bottom, and choose Request refund.

3. 3.

   Under Why are you asking for a refund?, say what went wrong. The button stays off until you have written at least 10 characters. Your reason goes to ACADA, not to the creator.

4. 4.

   Choose the button that names your amount, for example Request $29.99 refund. Your request now shows as Under review.

What happens next

We answer within 3 business days, in the Refunds section and by email.

Under review

We have not answered yet. To cancel the request, choose Withdraw request.

Approved

We have refunded the charge.

Declined

We have not refunded it. Our reason is under Response and in the email.

Withdrawn

You cancelled the request. You can send a new one while your window is open.

If we approve it, we refund the whole charge, tax included, in the currency you paid, to the card or PayPal account you paid with. A card refund usually shows on your statement within 5 to 10 business days, and a PayPal refund within 5. Your access to the course ends when we issue the refund, and a monthly subscription ends with it. Your progress is kept if you enrol again later.

If we decline it, the email tells you why, and your access carries on as before. If you think we got it wrong, reply to that email and say what we missed. A different person reviews it within 5 business days. That review is final.

Refunds we make without being asked

We refund you ourselves, within 5 business days, and email you when we do:

• We remove a course you paid for because it broke our policies.
• A course you paid for closes: its creator retired it or left ACADA.
• An accessibility barrier you reported in a paid course is not fixed within 30 days.
• We close an account that belongs to a child under 13.

The accessibility and under-13 cases are refunded in full. When a course is removed or closes, we refund part of the price. Section 8 of Purchases, Refunds & Subscriptions sets out how much, and When a course closes covers the rest.

Rules and limits

• A discounted purchase refunds what you paid, and the code you used is not given back.
• You cannot refund one course out of a bundle. The refund returns the whole bundle and ends your access to all of its courses.
• After we have granted you 3 refunds in 12 months, we review each further request individually and may decline it. This does not affect refunds we make without being asked (Fraud & Scams).
• A parent or guardian who did not allow a purchase by someone under 18 can ask for a full refund. They write to support@acada.ac within 14 days of the purchase.

If something goes wrong

There is no Refunds section

The course was free, or your trial has not been charged yet. Cancel the trial from Billing & Subscription and nothing is charged.

"The 14-day refund window for this purchase closed…"

More than 14 days have passed since the charge. If the charge was a mistake, contact support.

"Refunds are available while less than half…"

You have completed half the lessons or more, so the purchase can no longer be refunded.

"You already have a refund request open…"

Wait for our answer, or withdraw the open request first.

"This purchase has already been refunded."

We have refunded it. The refund email has the amount and the date.

The money has not arrived

Allow 10 business days from the approval email, then contact support with the course, the amount and the date.