1. Purpose

This Refund and Cancellation Policy explains when users may receive a refund, credit, reschedule, replacement session or cancellation remedy for programmes purchased through the Platform.

This Policy applies to Company-delivered programmes, internal trainer programmes, third-party marketplace programmes, live online sessions, offline workshops, hybrid programmes, self-paced courses, recorded content, webinars, corporate training, assessments, certificate-linked programmes and other services unless a programme-specific policy states otherwise.

The programme-specific listing, checkout page, invoice, corporate agreement or offer document may contain additional or different refund terms. In case of conflict, the most specific written terms accepted at purchase will apply, subject to Applicable Law.

2. General principles

Refund eligibility depends on the type of programme, date of request, start date, access usage, completion status, seat reservation, trainer commitment, materials shared, recording access, certification status, corporate customisation, payment status and whether the programme was delivered by the Company or a third-party Training Provider.

Taxes, payment gateway charges, convenience fees, bank charges, foreign exchange charges, EMI/BNPL charges, certificate dispatch charges, printed material costs, venue costs, rescheduling fees and administrative charges may be non-refundable unless required by law or expressly stated.

Refunds are normally issued to the original payment method. If this is not possible, we may request bank details and identity verification before processing.

Refund requests must be submitted through the user dashboard or the official support channel. Messages sent only to a trainer, informal WhatsApp group, social media page or unauthorised representative may not be treated as valid refund requests unless acknowledged by the Company.

3. Refund categories

3.1 Live online programmes and webinars

Unless the listing states otherwise:

• More than 14 calendar days before start: up to 75% refund or 100% learning credit, after deducting non-refundable charges.
• 7 to 14 calendar days before start: up to 50% refund or 75% learning credit.
• Less than 7 calendar days before start: no cash refund; reschedule or credit may be considered at our discretion.
• After programme has started: no refund, except for proven non-delivery or material service failure attributable to us or the Training Provider.
• No-show: no refund.

3.2 Offline classroom workshops

Offline workshops often involve venue, food, equipment, travel, trainer, printed material and seat-blocking costs. Unless the listing states otherwise:

• More than 21 calendar days before start: up to 75% refund or 100% learning credit.
• 14 to 21 calendar days before start: up to 50% refund or 75% learning credit.
• Less than 14 calendar days before start: no cash refund; name substitution may be allowed where feasible.
• After start or no-show: no refund.

3.3 Self-paced and recorded courses

Self-paced and recorded digital content is generally non-refundable once access has been activated, content has been viewed, files have been downloaded, a certificate has been generated or access credentials have been issued.

Where a refund window is offered, it must be claimed within the period stated on the listing and may be refused if substantial content has been accessed or downloaded.

3.4 Certification-linked programmes and assessments

Fees paid to third-party certification bodies, examination providers, proctoring providers, badge providers, government bodies, universities or external authorities may be non-refundable once booked, scheduled, paid onward or consumed.

Failure to pass an examination, failure to meet attendance criteria, failure to submit assignments, plagiarism, misconduct, identity failure or non-eligibility caused by the learner does not entitle the learner to a refund.

3.5 Corporate and custom programmes

Corporate, institutional, sponsored, custom, private, on-site or cohort-based programmes are governed by the applicable proposal, purchase order, statement of work or corporate agreement.

Unless otherwise agreed, corporate cancellation after confirmation may attract cancellation charges based on trainer booking, content customisation, venue commitments, travel, materials, licences and administrative work already undertaken.

4. Cancellation or rescheduling by Company or Training Provider

We may cancel, postpone, merge, reschedule, replace trainer, change venue, change delivery mode or modify a programme due to insufficient enrolment, trainer unavailability, illness, technical failure, venue issues, government restrictions, safety concerns, force majeure, payment issues, compliance concerns or other operational reasons.

If we or a Training Provider cancel a paid programme before commencement without offering a reasonable alternative, eligible learners may receive a full refund of the programme fee paid, excluding any non-refundable third-party fees already disclosed and incurred where lawfully deductible.

If a programme is rescheduled, learners may be offered the new date, an alternative programme, learning credit or refund depending on the circumstances and programme-specific terms.

Minor schedule changes, trainer substitutions, change of platform, change of session order or reasonable curriculum adjustments do not automatically create a refund right if the core programme remains substantially equivalent.

5. Technical issues

Learner-side issues, including poor internet connectivity, device failure, software incompatibility, late login, spam-filtered emails, failure to install required tools or inability to use a third-party platform, generally do not qualify for a refund.

Platform-side or Training Provider-side technical failures that materially prevent access to a live session may qualify for a replacement session, recording access, reschedule, learning credit or partial refund, depending on severity and evidence.

Users must report technical issues during or immediately after the session and must cooperate with troubleshooting.

6. Duplicate payments, failed payments and incorrect deductions

If a payment is deducted but not reflected on the Platform, users should contact support with transaction ID, payment screenshot, registered email, phone number and bank reference.

Duplicate successful payments for the same programme and account will be refunded after verification.

Failed payments are governed by the payment gateway and bank timelines. We are not responsible for bank delays but will reasonably assist with transaction tracing.

7. Chargebacks and payment disputes

Users should contact support before raising a chargeback. Improper or fraudulent chargebacks may result in account suspension, certificate withholding, access termination, recovery action or restriction from future purchases.

If a chargeback is raised after programme access, attendance, download, certificate issuance or service delivery, we may contest the chargeback and submit evidence to the payment provider.

Where a chargeback relates to a third-party Training Provider's non-delivery or breach, we may recover the amount, fees, penalties, taxes and administrative losses from that Training Provider.

8. Learning credits

We may offer learning credits instead of cash refunds in certain cases. Learning credits are non-transferable unless expressly permitted, have an expiry period stated at issuance, cannot be redeemed for cash and may be subject to programme restrictions.

Abuse of credits, multiple refund claims, misuse of coupons, account sharing or fraudulent purchase behaviour may result in cancellation of credits and account restrictions.

9. Non-refundable items

Unless required by law or expressly stated otherwise, the following may be non-refundable:

• Payment gateway fees, convenience fees, bank charges, EMI/BNPL charges and foreign exchange charges.
• Taxes where statutory credit or reversal is not available.
• Downloadable materials, templates, toolkits, recordings and digital products once accessed.
• Examination, proctoring, certification body, badge, verification or third-party licence fees.
• Printed materials, courier charges, venue passes, food and beverage charges, travel, accommodation and customisation costs.
• Programmes purchased under limited-time offers, clearance offers, scholarships, sponsorships, coupons, bundles or special corporate pricing where marked non-refundable.
• No-show seats and late cancellations.

10. Refund processing timelines

Approved refunds will usually be processed within 7 to 15 working days after approval and required verification. Actual credit to the user may take additional time depending on the payment method, bank, card network, UPI provider, wallet provider or payment gateway.

Refund timelines may be longer where a transaction is under chargeback, fraud review, tax reconciliation, trainer dispute, corporate approval or payment gateway investigation.

11. How to request a refund

Send a request to contact@workassist.in with:

• Full name;
• Registered email and phone number;
• Programme name;
• Order ID/invoice number;
• Payment reference;
• Reason for request;
• Supporting documents, if any.

We may request additional information before approving or rejecting the request.

12. Abuse and exceptions

We may refuse refunds where we reasonably identify fraud, account sharing, content misuse, certificate misuse, repeated refund abuse, unauthorised recording, chargeback abuse, harassment or policy violations.

We may make exceptions for genuine hardship, medical emergency, bereavement, natural disaster, military/government duty or other exceptional circumstances, subject to documentation and discretion.