At SportEducation, we are committed to maintaining a high standard of service and ensuring that all learners have a positive and enriching educational experience. We recognize that, on occasion, learners may have concerns or feel dissatisfied, and we have established a clear procedure to ensure that all complaints are addressed promptly, fairly, and professionally.
Access and Support
All enrolled learners receive:
- Access to course materials.
- Ongoing support throughout their learning journey.
- Prompt responses to inquiries related to course content, platform navigation, or technical issues.
Our goal is to ensure that every learner can successfully complete their course and gain maximum value from their educational experience.
Complaints Procedure
1. Initial Contact
Learners who experience any issues or concerns are encouraged to first contact our support team via email at [email protected] within 14 days of completing the course.
Our team will aim to resolve the matter informally and promptly.
2. Formal Complaint Submission
If the issue remains unresolved after initial contact:
- The learner may submit a formal complaint via email.
- The complaint must include:
- Full name of the learner.
- Course title and dates.
- A clear and detailed description of the issue or concern.
- Any relevant supporting documentation or correspondence (including information about the person who made the payment for the course, if different from the learner).
3. Investigation & Response
- The complaint will be acknowledged within 5 working days.
- A full review will be conducted within 10 working days of receiving the complaint.
- If additional information is required, we will contact the learner directly.
- A written response will be provided, outlining the findings and any corrective actions or proposed resolutions.
4. Escalation
If the learner is not satisfied with the outcome, the complaint may be escalated to the management team for further review. A final decision will be communicated in writing, normally within 20 working days of escalation.
5. Satisfaction and Resolution Process
While we do not currently offer a money-back guarantee, we take learner satisfaction seriously and aim to resolve all concerns fairly and efficiently.
Each case will be individually assessed by our team, and solutions may include, but are not limited to:
- Course extensions.
- Additional resources.
- Alternative or one-on-one support.
6. Refund Policy
Please note that:
- All SportEducation courses are digital products.
- In accordance with digital goods regulations, digital products are non-refundable once access has been granted or materials have been downloaded.
- The review or investigation of a complaint does not guarantee a refund, and SportEducation reserves the right to refuse a refund at its sole discretion.
7. Our Commitment
We are dedicated to providing a transparent, fair, and learner-focused process for addressing all concerns.
For any questions about this policy or to submit a formal complaint, please contact us at: [email protected]