This document outlines the comprehensive return and refund procedures for all digital learning materials purchased through Apex Virtual Education(www.apexvirtualeducation.com or www.apexvirtualeducation.co) Effective from 1 May 2025, this policy has been designed in compliance with UK consumer protection regulations to ensure transparency and fairness for all students pursuing online education through our platform.
Introduction and Scope
At Apex Virtual Education, we generally do not provide refund for our products/services except in extenuating circumstances. In the event that the student is eligible for a refund, the Apex Virtual Education Return Policy establishes clear guidelines for students seeking refunds for digital courses and learning materials purchased through our platform. This policy applies universally to all educational content available through Apex Virtual Education, including individual course purchases and our subscription-based learning packages which provide access to multiple courses over a specified period.
For the purposes of clarity and consistent application of this policy, we define “course content” as any digital educational material, including but not limited to video lectures, interactive exercises, downloadable resources, and assessment materials. A “student” refers to any individual who has created an account and purchased access to our educational materials. The “refund period” denotes the specific timeframe during which a student may be eligible to request and receive a refund for their purchase.
It is important to note that this document supersedes and replaces all previous refund policies that were in effect prior to 15 May 2025. Any refund requests for courses purchased before this policy’s effective date will be processed according to the terms and conditions that were in place at the time of purchase.
Apex Virtual Education is committed to providing exceptional educational experiences whilst maintaining fair business practices. This policy has been carefully crafted to balance our commitment to student satisfaction with the sustainability of our educational platform. We encourage all students to thoroughly review this policy before making a purchase decision.
Eligibility for Refunds
Apex Virtual Education maintains specific eligibility criteria for processing refund requests to ensure a fair and consistent approach for all students. Understanding these requirements before submitting a refund request will help streamline the process and set appropriate expectations regarding potential outcomes.
Primarily, refunds are strictly limited to the person who originally purchased the course. Third-party refund requests, including those from employers who did not directly make the purchase, family members, or colleagues, cannot be processed without explicit written authorisation from the original purchaser. This requirement helps us maintain account security and prevent unauthorised refund claims.
Course completion status represents a critical factor in determining refund eligibility. Students must have completed less than 30% of the total course content to qualify for a refund. Our learning management system automatically tracks progress through course materials, including video views, quiz attempts, and assignment submissions, to calculate this percentage accurately.
Additionally, students must maintain an account in good standing to be eligible for a refund. Accounts that have been suspended due to policy violations, content sharing, or other prohibited activities will not qualify for refunds. All refund requests must be submitted within 14 days of the original purchase date, and valid proof of purchase must accompany the request to facilitate efficient processing.
Refund Conditions and Timeframes
Apex Virtual Education has established a tiered refund structure that accounts for different timeframes following course purchase. This graduated approach recognises that the value derived from our educational content increases as students progress through the materials, whilst still providing fair opportunities for refunds when circumstances warrant.
Days 1-14 Full refunds (100% of purchase price) available within the first 14 days of purchase, subject to the completion criteria outlined in the Eligibility section.
After 30 Days No refunds available after 30 days from the original purchase date, regardless of completion status or other circumstances. Days 15-30 Partial refunds (70% of the original purchase price) available between 15-30 days after purchase, subject to the same completion criteria.
For subscription-based learning packages, a more restrictive refund window applies due to the ongoing nature of the service. Subscription plan refunds are only available within the first 7 days of each billing cycle. Once this period has elapsed, the subscription fee for the current billing period cannot be refunded; however, students may still cancel their subscription to prevent future charges.
Once a refund request has been approved, students can expect the processing to take between 5-10 business days. This timeframe allows our finance team to verify the purchase details, calculate the appropriate refund amount based on the timing of the request, and process the transaction through the relevant payment systems. Please note that while Apex Virtual Education aims to process refunds as quickly as possible, the actual receipt of funds may be further delayed by external banking processes beyond our control.
Students should be aware that refund timeframes are calculated based on the original purchase date, not the date when course access was first utilised. For courses purchased as gifts or for future use, we recommend considering this policy carefully, as the refund window begins at the time of purchase rather than when the recipient activates the course.
Non-Refundable Items and Exceptions
While Apex Virtual Education strives to maintain a fair and transparent refund policy, certain components of our educational offerings are non-refundable due to their nature or the resources involved in their provision. Understanding these exceptions before making a purchase will help set appropriate expectations regarding potential refunds.
An administrative fee of £15 is withheld from all refund amounts to cover the costs associated with processing returns and maintaining our learning platform. This fee contributes to the overhead expenses of our customer service team and the financial systems required to process refund transactions securely and efficiently.
Certification Fees
Once an exam has been scheduled, the certification fees become non-refundable as examination slots are reserved specifically for the student.
Promotional Courses
Courses purchased during special promotions or with significant discounts may be subject to modified refund terms as specified at the time of
purchase.
Bundle Discounts
If a student purchases a course bundle at a discounted rate and later requests a refund for individual courses within that bundle, the bundle discount is forfeited.
Downloaded Materials
Any downloadable resources that have already been accessed and downloaded cannot be refunded as these digital assets cannot be “returned”.
For certification programmes, the examination fees become non-refundable once an exam has been scheduled. This policy exists because Apex Virtual Education reserves and pays for examination slots with certification authorities in advance. Similarly, when students purchase course bundles at discounted rates and subsequently request refunds for individual components, the bundle discount is forfeited, and refunds are calculated based on the standard individual course rates.
Downloadable materials present another exception to our standard refund policy. Once a student has accessed and downloaded resources such as e-books, worksheets, templates, or source code, these items cannot be “returned” in a meaningful way and therefore are not eligible for refunds.
Finally, courses acquired through special promotions, flash sales, or with significant discounts may be subject to modified refund terms, which will be clearly communicated at the time of purchase.
How to Request a Refund
Students should submit refund requests via email to support@apexvirtualeducation.com . When using this method, it is essential to include comprehensive information about your purchase, including the order number, course title, purchase date, and a clear explanation of the reason for requesting a refund. Email requests should be sent from the same email address associated with your Apex Virtual Education account to facilitate verification.
Our team is committed to acknowledging all refund requests within 48 hours of receipt. This acknowledgement confirms that we have received your request and includes a reference number that you can use for any follow-up communications. Following this initial acknowledgement, our customer service team will evaluate your request against the eligibility criteria outlined in this policy, and a decision will be communicated to you within 5 business days.
Payment Processing Details
Once a refund request has been approved, Apex Virtual Education follows specific procedures for processing the financial transaction. Understanding these details can help students set appropriate expectations regarding the timeline for receiving their refunds and any potential variations based on the original payment method used.
As a matter of policy, all refunds are processed exclusively to the original payment method used for the purchase. This approach helps maintain financial security and prevents potential fraud. For example, if you paid for a course using a Visa credit card, the refund will be issued back to that same Visa card. Similarly, payments made through PayPal will be refunded to the same PayPal account, and so forth.
The timing of refund receipt varies significantly depending on the payment method. Credit card refunds are typically processed within 1-2 business days on our end, but may take an additional 3-5 business days to appear on the customer’s statement, depending on the card issuer’s processing schedules. PayPal refunds tend to be the quickest, usually processing within 48 hours, with the funds immediately available in the customer’s PayPal balance.
Bank transfers, particularly international ones, require the most extended processing time, often needing 7-10 additional working days beyond our internal processing period. These transfers may also be subject to intermediary bank fees and international banking regulations that can affect both the timing and, in some cases, the amount received due to currency conversion fees.
For international refunds, it’s important to note that the amount received may differ slightly from the original payment due to currency exchange rate fluctuations. Apex Virtual Education processes refunds based on the original purchase amount in British Pounds (GBP), and any conversion to other currencies happens at the current exchange rate, which may be different from the rate that was in effect at the time of purchase.
Policy Amendments and Contact Information
As part of our commitment to maintaining fair and relevant business practices, Apex Virtual Education reserves the right to amend this refund policy periodically. Such amendments may become necessary due to changes in applicable laws and regulations, adjustments to our course offerings, or improvements to our student experience based on feedback and operational insights.
When policy changes occur, Apex Virtual Education will notify all registered students via the email address associated with their accounts. These notifications will outline the specific changes being implemented and their effective date. Such communications will be sent at least 30 days before the new policy takes effect, providing students with adequate time to review and understand the modifications.
Contact Channels
For questions or concerns regarding this refund policy or to discuss specific refund scenarios, please contact our dedicated customer service team using the following channels:
Email: support@apexvirtualeducation.com
Policy Application
It is important to understand that changes to the refund policy are not retroactively applied to purchases made before the amendment date. The terms and conditions in effect at the time of purchase will govern any refund requests for that specific transaction, even if the policy has subsequently changed.
We maintain detailed records of all policy versions and their effective dates to ensure accurate and fair application of the appropriate terms to each refund request. Students who wish to review previous versions of our refund policy may request access to these documents by contacting our customer service team.
Our customer service representatives are specially trained to handle refund-related inquiries and are available Monday through Friday from 9am to 5pm GMT. When contacting us regarding refund matters, please have your order number and account information readily available to facilitate prompt assistance. For complex situations or special circumstances not explicitly covered by this policy, our customer service team has the authority to escalate issues to management for case-by- case review.
Apex Virtual Education values transparency in all our policies and practices. If you have suggestions for improving our refund policy or other aspects of our student experience, we welcome your feedback. Such input helps us continue refining our services to better meet the needs of our diverse learning community while maintaining sustainable business operations.