Refund Policy

Products and Services Covered

This Refund Policy applies to the following products and services offered by Energy Literacy Portal:

• Digital educational materials and e-books
• Online courses and webinars
• Premium memberships and subscriptions
• Workshop and event registrations
• Consulting services

For any products or services not listed above, please contact our customer service team for specific refund terms.

Digital Products and Educational Materials

Refund Eligibility

Due to the nature of digital products, once you have purchased and received access to digital materials (e-books, guides, templates, etc.), refunds are generally not provided unless:

• The product is fundamentally defective or does not function as described
• You are unable to access the product due to technical issues on our end
• The product description was materially misleading

Refund Time Frame

Requests for refunds on digital products must be submitted within 7 days of purchase. Each request will be reviewed on a case-by-case basis.

How to Request a Refund

To request a refund for a digital product, please email support@energyliteracy.org with:

• Your order number
• Date of purchase
• Name of the product
• Detailed explanation of the issue
• Any relevant screenshots or documentation of the problem

Online Courses and Webinars

Refund Eligibility

For our online courses and webinars, the following refund policy applies:

• Self-paced courses: Eligible for a full refund within 14 days of purchase if less than 25% of the course content has been accessed.
• Live webinars: Eligible for a full refund up to 48 hours before the scheduled start time. No refunds are available within 48 hours of the event.
• Webinar recordings: Treated as digital products and follow the digital product refund policy above.

Course Satisfaction Guarantee

For certain premium courses, we offer a satisfaction guarantee. If you complete the entire course, including all assignments and assessments, and are not satisfied with the content, you may request a refund within 30 days of purchase. Your request must include specific feedback about why the course did not meet your expectations.

How to Request a Refund

To request a refund for a course or webinar, please email education@energyliteracy.org with:

• Your order number
• Date of purchase
• Name of the course or webinar
• Reason for refund request

Memberships and Subscriptions

Refund Eligibility

For membership and subscription services:

• Monthly subscriptions: No prorated refunds are provided for partial months. You can cancel at any time, and your membership will remain active until the end of the current billing period.
• Annual subscriptions: May be eligible for a prorated refund within the first 30 days if you are dissatisfied with the service. After 30 days, no refunds will be issued for the remaining subscription period.

Cancellation vs. Refund

Please note that cancelling a subscription prevents future billing but does not automatically trigger a refund. To request a refund, you must contact our customer service team separately after cancelling your subscription.

How to Cancel a Subscription

You can cancel your subscription at any time by:

1. Logging into your account
2. Navigating to "Subscription Settings"
3. Selecting "Cancel Subscription"

Alternatively, you can email memberships@energyliteracy.org with your cancellation request.

Workshops and Events

Refund Eligibility

For in-person and virtual workshops and events:

• Cancellation more than 14 days before the event: Full refund, less a 10% administrative fee
• Cancellation 7-14 days before the event: 50% refund
• Cancellation less than 7 days before the event: No refund, but you may transfer your registration to another person or receive credit toward a future event

Event Cancellation by Energy Literacy Portal

If we cancel an event, you will be offered either:

• A full refund
• Transfer to a rescheduled date
• Credit toward a future event

We are not responsible for any travel, accommodation, or other expenses incurred as a result of event changes or cancellations.

How to Request a Refund

To request a refund for an event registration, please email events@energyliteracy.org with:

• Your registration confirmation number
• Date of registration
• Name of the event
• Reason for cancellation

Consulting Services

Refund Eligibility

For consulting services:

• Cancellation more than 48 hours before a scheduled consultation: Full refund
• Cancellation less than 48 hours before a scheduled consultation: 50% refund
• No-show for scheduled consultation: No refund

Consulting Packages and Retainers

For larger consulting packages and retainer agreements:

• Custom refund terms will be outlined in your service agreement
• Generally, work already completed is non-refundable
• Remaining unused retainer hours may be eligible for a prorated refund, subject to the terms in your agreement

How to Request a Refund

To request a refund for consulting services, please email consulting@energyliteracy.org with:

• Your service agreement reference number
• Date of purchase
• Description of the service
• Reason for refund request

Refund Processing

Processing Time

Once approved, refunds will be processed as follows:

• Credit card payments: 5-10 business days to appear on your statement
• Bank transfers: 7-14 business days to process
• PayPal payments: 3-5 business days to process

Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible, we will contact you to arrange an alternative refund method.

Processing Fees

In some cases, third-party processing fees (such as payment gateway fees) may be deducted from the refund amount if these fees are non-recoverable by Energy Literacy Portal. This will be clearly communicated before the refund is processed.

Exceptions and Special Circumstances

Technical Issues

If you experience technical difficulties that prevent you from accessing or using our products or services, please contact our technical support team at support@energyliteracy.org before requesting a refund. In many cases, we can resolve these issues without processing a refund.

Force Majeure

In cases of circumstances beyond our control (natural disasters, power outages, etc.) that affect our ability to deliver services, we will work with affected customers on a case-by-case basis to provide appropriate solutions, which may include refunds, credits, or rescheduling.

Hardship Cases

We recognize that unexpected personal circumstances may arise. In cases of serious illness, family emergency, or other significant hardship, we may extend our standard refund policies. These situations will be evaluated individually, and documentation may be required.

Non-Refundable Items

The following items are generally non-refundable:

• Donations made through our platform
• Services that have been fully delivered
• Custom-developed materials or reports
• Bulk or enterprise license purchases (governed by separate agreements)

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

This Refund Policy was last updated on the date indicated at the top of this page. We encourage you to review this policy periodically for any changes.

Contact Us

If you have any questions about our Refund Policy or would like to request a refund, please contact us:

• Address: 13 Lloyd Port, Port Danielleview, HU8 8SH, United Kingdom
• Phone: +44 400 266 5927
• Email: refunds@energyliteracy.org
• Customer Service Hours: Monday-Friday, 9:00 AM - 5:00 PM (GMT)

Please include your order number, purchase date, and a detailed description of your refund request in all communications.