REFUND POLICY

POLICY OVERVIEW

At Akaademy Limited, we are committed to providing high-quality educational experiences through our platform at https://akaademy.org/. We understand that sometimes a course may not meet your expectations, and we have established this comprehensive refund policy to ensure fair treatment for all our students.

This refund policy outlines the conditions under which refunds may be granted, the process for requesting refunds, and the timeline for processing approved refunds. By enrolling in any course on our platform, you agree to the terms outlined in this policy, which should be read in conjunction with our Terms and Conditions.

REFUND ELIGIBILITY CRITERIA

Course-Specific Eligibility

Live Courses: Students may request refunds up to and including the 5th class. Once you have attended more than 5 classes, you are no longer eligible for a refund. This policy allows sufficient time to evaluate the course quality, teaching methodology, and content relevance while maintaining fairness to our instructors and other students.

Recorded Courses: Refund requests must be submitted within 7 days of the original purchase date. This timeframe provides adequate opportunity to review the initial course content and determine if the course meets your learning objectives and expectations.

General Eligibility Requirements

To be eligible for a refund, you must not have violated any terms and conditions of our platform, must not have completed the entire course or received a certificate, and must provide valid reasons as outlined in this policy. Additionally, your account must be in good standing without any history of fraudulent activities or policy violations.

VALID REASONS FOR REFUNDS

Technical Quality Issues

We will grant refunds for legitimate technical problems that significantly impact your learning experience. This includes poor sound quality that makes it difficult to understand instructors or course content, poor video quality that hinders course comprehension or makes visual elements unclear, and persistent technical issues on our platform that prevent normal course access.

Content Quality Issues

Refunds may be approved if the course content does not match the advertised curriculum or learning outcomes, if the course material is significantly outdated or inaccurate, or if the teaching quality is substantially below our advertised standards. We also consider cases where prerequisite requirements were not clearly communicated, leading to inappropriate course difficulty levels.

Platform-Related Issues

We will consider refunds for situations where our platform experiences extended downtime that significantly affects your learning schedule, where live classes are repeatedly cancelled or rescheduled without adequate notice, or where there are major technical failures that prevent course completion.

NON-REFUNDABLE SITUATIONS

Time and Progress Limitations

Refunds will not be granted for live courses after attending more than 5 classes, for recorded courses requested more than 7 days after purchase, or for courses where you have completed more than 50% of the content. Additionally, courses for which certificates have already been issued are not eligible for refunds.

Policy Violations

Students who have violated our Terms and Conditions, engaged in inappropriate behavior during live classes, shared course content without permission, or used fraudulent payment methods are not eligible for refunds. Account terminations due to policy violations automatically forfeit any refund eligibility.

Personal Circumstances

Refunds are generally not granted for personal reasons such as lack of time to complete the course, change in career plans or interests, dissatisfaction with personal learning progress, or technical issues arising from inadequate personal equipment or internet connectivity.

Batch Transfer Alternative: However, for students facing genuine personal circumstances that prevent them from continuing their current batch, we offer a batch transfer option as an alternative to refunds. Students may request to transfer to the next available batch of the same course. To request a batch transfer, students must send a detailed email to info.akaademy@gmail.com explaining their situation and specific reasons for requesting the transfer.

Transfer Evaluation Process: Our team will carefully evaluate each transfer request on a case-by-case basis. This evaluation process may include direct phone calls to the student to better understand their circumstances and verify the legitimacy of their request. The final decision for batch transfer approval rests with our administrative team.

Transfer Fee and Payment Adjustment: A minimal transfer fee will be applied to cover administrative costs associated with the batch change. If the student has made partial payment for their current course, the paid amount will be deducted from the total course fee, and the student will be required to pay the remaining balance for the new batch after the transfer is approved. The transfer fee will be communicated at the time of approval and must be paid along with any remaining course fees.

Transfer Conditions: Batch transfers are only available for the same course and cannot be used to switch to different courses. Transfer requests must be made before completing more than 50% of the current batch, and students can only request one batch transfer per enrollment. The availability of the next batch and scheduling will determine the feasibility of the transfer.

REFUND REQUEST PROCESS

Submission Requirements

To request a refund, send an email to info.akaademy@gmail.com with the subject line “Refund Request – [Your Name] – [Course Name]”. Include your full name as registered on the platform, course name and enrollment date, detailed explanation of the reason for refund request, and any supporting documentation such as screenshots of different issues like medical or official documents or error messages.

Required Information

Your refund request must include your registered email address and phone number, transaction ID or payment reference number, specific details about the issues experienced, and preferred refund method (if different from original payment method). Incomplete requests may delay the review process.

Documentation Guidelines

For technical issues, provide screenshots or screen recordings demonstrating the problem. For content quality issues, specify which lessons or modules are problematic and explain how they differ from advertised content. For platform issues, include dates and times when problems occurred and any error messages received.

REVIEW AND APPROVAL PROCESS

Initial Review

Our customer service team will acknowledge receipt of your refund request within 24 hours during business hours (10 AM to 9 PM). We will conduct an initial review to verify your eligibility based on our policy criteria and may request additional information or clarification if needed.

Detailed Assessment

For eligible requests, our team will conduct a thorough review of your course progress, payment history, and the specific issues raised. This may involve consulting with instructors, reviewing technical logs, or examining course content. We aim to complete this assessment within 48-72 hours of receiving all required information.

Decision Communication

You will receive a detailed email notification regarding the approval or rejection of your refund request. Approved refunds will include information about processing timeline and expected completion date. Rejected requests will include specific reasons for denial and information about the appeals process if applicable.

REFUND PROCESSING AND TIMELINE

Processing Duration

Approved refunds are processed within 3 to 4 business days from the date of approval. This timeline begins after all verification processes are completed and approval notification is sent. Processing may take longer during holidays or due to banking delays beyond our control.

Payment Method and Fees

Refunds are processed to the original payment method used for the purchase through our SSLCOMMERZ payment gateway. SSLCOMMERZ processing fees and transaction charges may be deducted from the refund amount. If the original payment method is no longer available, alternative arrangements will be discussed on a case-by-case basis.

Currency and Banking

All refunds are processed in Bangladeshi Taka (BDT) as per the original transaction. Bank processing times may vary depending on your financial institution, and we are not responsible for additional delays caused by banking procedures. You will receive a refund confirmation email once the transaction is initiated from our end.

SPECIAL CIRCUMSTANCES

Medical Emergencies

In cases of serious medical emergencies that prevent course completion, we may consider refund requests beyond normal timeframes. Such requests require medical documentation and will be reviewed on a case-by-case basis with compassionate consideration for the circumstances.

Platform-Initiated Changes

If we cancel a course, significantly modify course content, or make major changes to the platform that affect your learning experience, you will be eligible for a full refund regardless of normal policy limitations. We will proactively contact affected students in such situations.

Technical Failures

For widespread technical issues or platform failures that significantly impact multiple students, we may extend refund eligibility periods or provide alternative compensation such as course credits or extended access periods.

APPEALS PROCESS

Appeal Submission

If your refund request is rejected and you believe the decision was made in error, you may submit an appeal within 7 days of receiving the rejection notification. Appeals should be sent to info.akaademy@gmail.com with the subject line “Refund Appeal – [Your Name] – [Course Name]” and must include new information or evidence not previously considered.

Appeal Review

Appeals are reviewed by senior management and may take 5-7 business days for resolution. The appeal review will consider all original documentation plus any new evidence provided. Our decision following the appeal review is final and binding.

COURSE CREDITS AND ALTERNATIVES

Alternative Solutions

In some cases where full refunds may not be appropriate, we may offer alternative solutions such as course credits for future purchases, transfer to a different course of equivalent value, extended access periods, or additional support resources. These alternatives will be discussed during the refund review process.

Course Credit Terms

When offered, course credits are valid for 12 months from the date of issuance and can be applied to any course on our platform. Credits cannot be converted to cash and are non-transferable to other users.

IMPORTANT DISCLAIMERS

Policy Limitations

This refund policy does not affect your statutory rights under Bangladesh consumer protection laws. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting on our website. Refund eligibility is determined solely based on the policy in effect at the time of your original purchase.

Fraud Prevention

We reserve the right to refuse refunds in cases of suspected fraudulent activity, multiple refund requests from the same user, or attempts to abuse our refund policy. All refund decisions are made at our sole discretion within the framework of this policy.

CONTACT INFORMATION

Refund Support

For all refund-related inquiries, contact us through the following channels:

Email: info.akaademy@gmail.com  

Subject Line Format: “Refund Request” or “Refund Inquiry”  

Response Time: Within 24 hours during business hours  

Support Hours: 10 AM to 9 PM (Bangladesh Time)

Company Information

Akaademy Limited

Address: Office No.S/19, Muktijoddha Shopping Complex, Ashkona, Dakkhinkhan, Dhaka-1230  

Website: https://akaademy.org/  

Incorporation Number: C-193835/2024

Trade License: TRAD/DNCC/025173/2024

Additional Support

For general questions about courses or technical issues that may not require refunds, please contact our regular customer service at info.akaademy@gmail.com. Our team is committed to resolving issues promptly and ensuring your satisfaction with our educational services.

We appreciate your trust in Akaademy Limited for your educational journey. This refund policy is designed to protect both our students and our business while maintaining the highest standards of customer service and educational quality.

Note: This refund policy should be read in conjunction with our Terms and Conditions. In case of any conflict between this policy and our Terms and Conditions, the Terms and Conditions shall prevail.