Refund Policy for Digital Goods and Online Teaching Services

Below are model refund policies compliant with UK law, covering situations for both PayPal and Stripe, and an alternative for PayPal-only. These policies are suitable for digital product and remote learning/service businesses and designed with transparency for customers and compatibility with platforms like AdSense.

1. Refund Policy (PayPal & Stripe)

1.1 Scope

This policy applies to purchases of digital goods (such as downloadable files, software, or access to online content) and online teaching services made through our website using PayPal or Stripe payment methods.

1.2 Statutory Consumer Rights

• Faulty Digital Products or Services: Under the Consumer Rights Act 2015 (UK), you are entitled to a repair or replacement if the digital product or service is faulty, not as described, or does not function as advertised. If repair or replacement is unsuccessful or not possible, you are entitled to a price reduction or full refund within 30 days of purchase1234.

• Waiving Cancellation for Digital Content: By downloading or accessing digital content immediately after purchase, you waive your right to a 14-day cancellation (cooling-off) period under distance selling rules2.

• Course/Service Bookings: If you purchase remote teaching services with a start date within the 14-day cooling-off period and you request immediate access or participation, you may waive your right to a full refund for any services delivered.

1.3 Refund Eligibility

Refunds are granted in the following cases:

• The digital product/service is defective, inaccessible, or not as described.

• The online course/service was not provided or was cancelled by us.

• If our technical platforms experience prolonged and unresolved outages impacting service delivery.

Refunds are not available for:

• Change of mind after product access/delivery.

• Incorrect order placed by the customer (once access has been granted/downloaded).

• Completed online courses or where a substantial part of the service has already been delivered.

1.4 Process for Requesting Refunds

• Requests must be made within 30 days of purchase for faulty digital goods134.

• Contact us via email (provide address) with your order details, transaction ID, and a detailed description of the issue.

• For PayPal payments, refunds are processed within PayPal’s system and may return to your PayPal balance or original funding source. For Stripe, refunds are credited back to the card or original payment method, subject to bank processing times567.

• We strive to review and process all requests within 14 days upon sufficient evidence provided8.

1.5 Disputes and Payment Processors

• If you are dissatisfied with our resolution, you may open a dispute with PayPal (within 180 days of payment)56 or with your bank if you paid by card (chargeback).

• Both payment platforms manage disputes based on their guidelines. We will cooperate and provide all reasonable information to resolve matters promptly.

1.6 Refund Timing and Fees

• Refunds are typically processed within 2-14 days of approval. Actual times may vary based on your payment provider’s processes67.

• Stripe and PayPal fees incurred by the company are generally not reimbursed upon refund697.

• No fees are charged to customers by PayPal for receiving refunds; Stripe may deduct transaction fees per their latest policy697.

1.7 Policy Amendments

We reserve the right to update this policy to remain compliant with UK law, payment partner requirements, and advertiser guidelines (such as Google AdSense). Material changes will be communicated via our website.

1.8 Contact

For any questions about refunds, please contact hello@teacherjoki.online