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.
- Access extensions, renewals, or additional months purchased after the initial two (2) month access period, regardless of whether the original purchase included the Pass-or-Refund Guarantee.
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 refund of the initial purchase price (as defined in Section 3.3.2 below), provided that all of the following conditions are satisfied during the original two (2) month access period included with your purchase.
3.3.1 Eligibility Conditions. You must satisfy each of the following:
- Course completion. You have completed the ACC Mastery Course in its entirety, which requires, for every lesson in the course: (i) watching the lesson videos, (ii) reading the written lesson content, and (iii) attempting and completing the lesson quiz, in each case as recorded by your account activity.
- Practice exam performance. You have attempted every practice exam included in the program and achieved a score greater than seventy-six percent (>76%) on each practice exam, as recorded in your account dashboard.
- Flashcard mastery. You have reached "mastered" status on sixty-three (63) flashcards in the program's flashcard module, as recorded by our spaced-repetition system.
- Exam outcome. You did not pass your ICF ACC credentialing exam on your first attempt taken after purchasing the product.
- Submission of proof. You submit your official exam result issued by the ICF to support@expertcoach.co within thirty (30) days of receiving that result, together with the email address used for purchase.
3.3.2 Refund Amount and Excluded Purchases. Where all conditions in Section 3.3.1 are satisfied, any refund issued under the Pass-or-Refund Guarantee will be limited to the amount you paid for your initial two (2) month access to the product. The following are expressly excluded from the Guarantee and are non-refundable, regardless of whether the eligibility conditions above are met:
- Access extensions, renewals, or additional months purchased after the initial two (2) month access period;
- Taxes, payment-processing fees, currency-conversion losses, or any third-party charges.
The Pass-or-Refund Guarantee may be invoked only once per customer per product.
3.3.3 Verification, Processing, and Scope. Upon receipt of a valid and complete refund request that satisfies all conditions in Section 3.3.1, 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. We reserve the right to verify completion of the eligibility conditions through your account activity, learning records, and exam submission, and to deny refund requests where activity is inconsistent with genuine completion (including, without limitation, skipped or accelerated video playback, automated or pattern-based quiz responses, or other circumvention of the learning controls). This Guarantee applies exclusively to the first ICF ACC credentialing exam attempt following your initial purchase. It does not extend to: (a) subsequent exam attempts; (b) any access extension, renewal, or additional month; (c) expired access periods; (d) products purchased without the Pass-or-Refund Guarantee; or (e) any portion of fees other than the initial two (2) month access payment, as set out in Section 3.3.2.
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 conditions in Section 3.3.1 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.