Thank you for shopping at ExpertCoach.Co. We want you to be fully satisfied with your purchase. Please read this Refund Policy carefully before making a purchase. By purchasing our products, you agree to this policy. For additional terms regarding your use of our services, please see our Terms of Service and Privacy Policy.
1. Digital Products
ExpertCoach.Co sells digital products, including ICF exam preparation materials, practice tests, and study resources. Due to the nature of digital products, which can be accessed and downloaded immediately upon purchase, we generally do not offer refunds once access has been granted. By completing a purchase, you acknowledge that you understand and accept this policy.
2. Non-Refundable Products
The following are non-refundable under normal circumstances:
- All digital products once access has been provided.
- Membership or subscription fees once the subscription period has commenced.
- Products that have been downloaded, accessed, or used.
3. Exceptions
We may consider refund requests in the following limited circumstances:
3.1 Non-Delivery
If you did not receive access to your purchased product within 7 days of confirmed payment, please contact us at support@expertcoach.co with your order details. We will investigate and, if we cannot resolve the delivery issue, we may issue a full refund.
3.2 Major Defects
If the product you received has a major defect that prevents you from using it as intended (e.g., critical content is missing or corrupted), you must contact us within 72 hours of purchase. We will assess the issue and may offer a replacement or refund at our discretion.
3.3 Pass-or-Refund Guarantee
If you purchased a product that includes our Pass-or-Refund Guarantee, you may be eligible for a full refund provided that all of the following conditions are met:
- You have completed the full ACC Mastery Course, all practice tests, and the flashcards included in the program during your access period;
- You did not pass your ICF ACC credentialing exam on your first attempt after purchasing the product; and
- You submit your official exam result issued by the ICF to support@expertcoach.co within 30 days of receiving your exam result.
Upon receipt of a valid and complete refund request that satisfies all of the conditions above, we will approve and initiate your refund within 7 business days. Your bank or card issuer may require additional time to reflect the credit in your account. This guarantee applies exclusively to the first exam attempt following your purchase and does not extend to subsequent attempts, expired access periods, or products purchased without the Pass-or-Refund Guarantee.
4. Requests for Refund
To request a refund under an applicable exception, please:
- Email us at support@expertcoach.co.
- Include your order number, email address used for purchase, and a detailed description of the issue.
- Provide any relevant supporting information (e.g., screenshots, error messages).
We will review your request and respond within 5–7 business days. Refund decisions are at our sole discretion and are final, except where a refund is owed under Section 3.3 (Pass-or-Refund Guarantee) and all stated conditions have been met.
5. Refund Processing
If a refund is approved:
- Refunds will be processed in the original currency of purchase (USD).
- Refunds are typically issued to the original payment method within 5–10 business days after approval.
- If you paid via Stripe, the refund will be credited to the card used for the transaction. Your bank or card issuer may take additional time to reflect the refund.
6. Dispute Resolution
Any disputes regarding refunds will be handled in accordance with our Terms of Service, including the dispute resolution and governing law provisions.
7. Consumer Rights
Nothing in this policy affects your statutory rights as a consumer under applicable law. If you are in a jurisdiction that provides mandatory refund rights for digital products, those rights shall apply to the extent required by law.
8. Changes to This Policy
We may update this Refund Policy from time to time. We will post the updated policy on this page and update the "Last Updated" date. Your continued use of our services after such changes constitutes acceptance of the updated policy. We encourage you to review this policy periodically.
9. Contact Information
For refund inquiries or support, please contact us:
- Email: support@expertcoach.co
- Address: 60 Paya Lebar Road, 11-11, 409051, Singapore
By purchasing products from ExpertCoach.Co, you acknowledge that you have read, understood, and agree to this Refund Policy.