Refund Overview
Before Course Starts
Full refund minus processing fees
Within First Week
80% refund if attendance < 25%
After First Week
No refund, credit may apply
Processing Time
5-10 business days
1. General Refund Policy
1.1 Refund Principles
Our refund policy is designed to be fair and transparent while protecting the interests of both students and instructors. We recognize that circumstances may change, and we aim to provide reasonable accommodations when possible.
1.2 Eligibility Criteria
Refund eligibility depends on several factors:
- Timing of the refund request relative to course start date
- Level of course participation and attendance
- Type of service (course, workshop, membership)
- Specific circumstances surrounding the request
- Compliance with our Terms of Service
1.3 Processing Fees
Processing fees may apply to refunds to cover administrative costs and payment processor charges:
- Standard Processing Fee: 3-5% of the original payment amount
- International Payments: Additional currency conversion fees may apply
- Minimum Fee: RM25 (or equivalent) minimum processing fee
- Fee Waiver: Processing fees may be waived in cases of platform errors or instructor cancellations
Important Note
All refund requests must be submitted in writing through our official channels. Verbal requests or informal communications will not be processed as official refund requests.
2. Course Refunds
2.1 Course Refund Timeline
| Timing |
Refund Amount |
Conditions |
Processing Time |
Before Course Starts
(Up to 48 hours before) |
100% minus processing fees |
No attendance required |
5-7 business days |
| Within 48 Hours of Start |
90% minus processing fees |
Must not have accessed course materials |
7-10 business days |
Within First Week
(Days 1-7) |
80% minus processing fees |
Attendance must be less than 25% |
10-14 business days |
Week 2
(Days 8-14) |
50% minus processing fees |
Attendance must be less than 50%, exceptional circumstances required |
14-21 business days |
| After Week 2 |
No refund |
Course credit may be available for future courses |
N/A |
2.2 Online vs. In-Person Courses
Online Courses
Online course refunds are based on access to course materials and video content. Once significant course content has been accessed (more than 25% of total materials), refund eligibility may be limited.
In-Person Courses
In-person course refunds are based on actual attendance at scheduled sessions. Physical attendance at more than 25% of sessions typically disqualifies students from full refunds.
Hybrid Courses
Hybrid course refunds consider both online material access and in-person attendance. The higher percentage of participation applies for refund calculations.
2.3 Self-Paced Courses
Self-paced courses have different refund conditions:
- Within 14 days: Full refund if less than 20% of content accessed
- 15-30 days: 50% refund if less than 40% of content accessed
- After 30 days: No refund, but course access remains for purchased duration
3. Membership Refunds
3.1 Membership Refund Policy
Membership refunds are calculated on a pro-rata basis depending on usage and timing:
| Membership Type |
Refund Period |
Refund Calculation |
Conditions |
| Trainee Membership |
First 30 days |
Pro-rata minus usage and processing fees |
Limited course enrollments |
| Trainer Membership |
First 14 days |
Full refund minus processing fees |
No courses published or students enrolled |
| Training Center |
First 30 days |
Pro-rata minus setup and processing fees |
Limited platform usage |
| Corporate |
Negotiable |
Based on contract terms |
Subject to signed agreement |
3.2 Membership Benefits Usage
Refund amounts are reduced based on benefits already utilized:
- Course Discounts Used: Value of discounts deducted from refund
- Exclusive Content Accessed: Proportional reduction in refund
- Support Services Used: Premium support usage affects refund calculation
- Networking Events: Participation in member events reduces refund eligibility
3.3 Auto-Renewal Refunds
For automatically renewed memberships:
- Full refund available within 7 days of auto-renewal
- Must not have used any membership benefits in the new period
- Auto-renewal must be cancelled to prevent future charges
- Processing fees apply to auto-renewal refunds
4. Workshop Refunds
4.1 Workshop Refund Timeline
Due to the intensive nature of workshops, different refund rules apply:
7+
7+ Days Before Workshop
Full refund minus processing fees. No questions asked cancellation policy.
3-6
3-6 Days Before Workshop
80% refund minus processing fees. Materials preparation costs may be deducted.
1-2
1-2 Days Before Workshop
50% refund minus processing fees. Instructor and venue commitments affect refund amount.
0
Day of Workshop
No refund available. Credit for future workshop may be considered in exceptional circumstances.
4.2 Workshop Cancellation by Ajaxee Academy
If we cancel a workshop:
- Full Refund: 100% refund including all fees within 5 business days
- Alternative Options: Credit for future workshops or course enrollments
- Compensation: Additional credit for inconvenience in some cases
- Notification: Minimum 48 hours notice except for emergencies
4.3 Workshop Rescheduling
For rescheduled workshops:
- Full refund available if new date doesn't work for student
- Credit transfer to new date at no additional cost
- Priority booking for alternative workshop dates
- No processing fees for refunds due to our rescheduling
5. Special Circumstances
5.1 Medical Emergencies
We understand that health issues can prevent course completion:
- Documentation Required: Medical certificate or doctor's note
- Partial Refund: Pro-rata refund based on missed sessions
- Course Credit: Option to apply payment to future courses
- Extended Access: Additional time to complete online components when possible
- Processing Fee Waiver: Medical emergencies may qualify for fee waiver
5.2 Family Emergencies
Family emergencies are considered on a case-by-case basis:
- Death in immediate family
- Serious illness of spouse, child, or parent
- Natural disasters affecting home or workplace
- Military deployment or emergency service
5.3 Technical Issues
For technical problems preventing course access:
- Platform Issues: Full refund or course credit if our platform fails
- Internet Problems: Documentation required, credit may be available
- Device Compatibility: Technical support provided before refund consideration
- Learning Difficulties: Alternative learning methods explored before refund
5.4 Instructor Changes
If the assigned instructor changes:
- Full refund available within 7 days of notification
- Meet-and-greet session with new instructor
- Course transfer to different session with original instructor
- Additional support during transition period
Documentation Requirements
Special circumstance refunds require appropriate documentation. We treat all personal information with confidentiality and only request documentation necessary to process the refund request.
6. Refund Process
6.1 How to Request a Refund
1
Submit Request
Email refund request to billing@ajaxee.com or use the refund request form in your account dashboard.
2
Provide Information
Include account details, course/service information, reason for refund, and any supporting documentation.
3
Review Process
Our billing team reviews your request within 2-3 business days and may contact you for additional information.
4
Decision & Processing
You'll receive an email with our decision. Approved refunds are processed within 5-10 business days.
6.2 Required Information
To process your refund request efficiently, please provide:
- Account Information: Full name, email address, user ID
- Course Details: Course name, enrollment date, payment amount
- Payment Information: Transaction ID, payment method, billing address
- Reason for Refund: Detailed explanation of circumstances
- Supporting Documents: Medical certificates, emergency documentation (if applicable)
6.3 Review and Approval Process
Our refund review process ensures fair and consistent handling:
- Initial Review: Automatic eligibility check based on timing and usage
- Manual Review: Human review for special circumstances and edge cases
- Management Approval: Senior approval required for large amounts or exceptions
- Final Decision: Written notification with detailed explanation
6.4 Refund Processing Times
| Payment Method |
Processing Time |
Additional Notes |
| Credit Card |
5-10 business days |
Appears as credit on next statement |
| Debit Card |
3-7 business days |
Direct return to bank account |
| Bank Transfer |
7-14 business days |
International transfers may take longer |
| PayPal |
3-5 business days |
Instant notification, 1-2 days to clear |
| Cash Payment |
Bank transfer or check |
Alternative refund method required |
7. Payment Method Considerations
7.1 Credit and Debit Card Refunds
Card refunds are processed back to the original payment method:
- Same Card Required: Refunds only to the original card used
- Expired Cards: Bank will route refund to new card or account
- Closed Accounts: Bank transfer may be necessary
- Foreign Cards: Currency conversion may apply
- Processing Fees: Card processing fees are non-refundable
7.2 Bank Transfer Refunds
For bank transfer payments:
- Refund to the same bank account when possible
- Updated banking details accepted with verification
- International wire fees may be deducted from refund
- Currency conversion at current exchange rates
7.3 Corporate Payment Refunds
Corporate accounts have special considerations:
- Invoice Adjustments: Credit notes issued for future invoices
- Account Credits: Applied to corporate account balance
- Check Refunds: Corporate checks issued for large amounts
- Approval Process: May require additional corporate authorization
7.4 Alternative Refund Methods
When original payment method is unavailable:
- Bank Transfer: Direct deposit to provided bank account
- PayPal: Transfer to verified PayPal account
- Store Credit: Credit applied to Ajaxee Academy account
- Check Payment: Physical check mailed to registered address
8. Corporate and Institutional Refunds
8.1 Corporate Account Refunds
Corporate refunds may have different terms based on agreements:
- Contract Terms: Governed by signed corporate training agreements
- Volume Discounts: Refund calculations consider volume pricing
- Custom Courses: Development costs may be non-refundable
- Employee Changes: Substitutions allowed before refund consideration
8.2 Training Center Partnerships
Training centers have specific refund arrangements:
- Revenue sharing agreements affect refund calculations
- Student refunds processed according to center policies
- Platform fees may be partially refundable
- Minimum commitment periods may apply
8.3 Group Enrollment Refunds
For group enrollments (5+ students):
- Partial Refunds: Individual student withdrawals from group bookings
- Group Discounts: Maintained if minimum group size is met
- Instructor Allocation: Dedicated instructor costs affect refund amounts
- Custom Scheduling: Special scheduling may have different refund terms
9. Non-Refundable Items
9.1 Certification Fees
Certain fees are non-refundable once services are rendered:
- Certificate Processing: Once certificates are issued
- Examination Fees: After examination has been taken
- Transcript Services: Official transcript issuance
- Verification Services: Third-party credential verification
9.2 Custom Development
Custom course development has specific refund limitations:
- Development Milestone: Work completed is non-refundable
- Content Creation: Original content developed specifically for client
- Research and Planning: Initial project phases
- Third-party Licenses: External content licensing fees
9.3 Physical Materials
Physical course materials have limited refund options:
- Shipped Materials: Books, handouts, and resources already shipped
- Digital Downloads: Downloaded materials and software licenses
- Customized Materials: Personalized or branded materials
- Third-party Software: External software licenses purchased for course
9.4 Service Fees
Administrative and service fees are generally non-refundable:
- Payment processing fees
- Account setup and activation fees
- Priority support fees (once used)
- Rush processing charges
- International transaction fees
Non-Refundable Notification
All non-refundable items are clearly marked during the purchase process. By completing your purchase, you acknowledge and accept these non-refundable terms.
10. Dispute Resolution
10.1 Internal Dispute Process
If you disagree with a refund decision:
- Appeal Request: Submit written appeal within 14 days of decision
- Senior Review: Case reviewed by senior management
- Additional Documentation: Provide any new supporting evidence
- Final Decision: Written response within 10 business days
10.2 External Mediation
For unresolved disputes:
- Consumer Protection: Contact local consumer protection agencies
- Professional Mediation: Third-party mediation services
- Industry Bodies: Educational industry dispute resolution
- Credit Card Disputes: Chargeback process through card issuer
10.3 Legal Considerations
Our refund policy is designed to comply with:
- Malaysian consumer protection laws
- International e-commerce regulations
- Educational service provider standards
- Payment processor requirements
10.4 Escalation Process
For serious disputes:
- Department Manager: Billing department supervisor
- Customer Service Director: Senior customer service leadership
- Executive Team: C-level executive review for significant cases
- Legal Department: Legal review for complex contractual disputes
11. Policy Modifications
11.1 Policy Updates
This refund policy may be updated to:
- Reflect changes in business practices
- Comply with new legal requirements
- Improve customer service standards
- Address new service offerings
11.2 Notification of Changes
Policy changes will be communicated through:
- Email notifications to all registered users
- Prominent website announcements
- Updated "Last Modified" date on this page
- Account dashboard notifications
11.3 Grandfathering of Existing Enrollments
For existing enrollments:
- Refund terms in effect at time of enrollment apply
- More favorable new terms may be applied retroactively
- Students notified of any changes affecting their enrollment
- Option to withdraw under previous terms if policy becomes less favorable
