Legal & policies

Refund Policy

How refund requests are made, who decides them and how a refund is returned, for marketplace purchases, subscriptions and tutoring.

Effective date
[Insert date]
Last updated
[Insert date]
Version
1.0
On this page

1. Scope of this policy

This Refund Policy explains how refund requests are made on the VLearned platform, who decides them, and what happens next. It applies to money paid for marketplace content, organisation subscription plans, module subscriptions, the VLearned Plus membership, and tutoring bookings.

It is part of the Terms and Conditions. The specific conditions that decide whether a purchase is eligible are set out separately in the VLearned Refund Conditions, and both documents must be read together. Where this policy conflicts with the VLearned Refund Conditions, the VLearned Refund Conditions apply to eligibility and this policy applies to the process.

Your statutory rights are not affected. Nothing in this policy limits any right you have under the consumer protection law that applies to you, including the right to a refund where a service is faulty, not as described, or not fit for a purpose you told us about, and the right to complain to a consumer protection authority.

Where you are a consumer, the mandatory consumer protection law of your country applies to the parts of this policy that concern a contract made at a distance. In Malaysia that is the Consumer Protection Act 1999 and the regulations made under it on electronic trade; in Hong Kong it is the Control of Exemption Clauses Ordinance (Cap. 71); and in Uganda it is the consumer protection legislation in force there. Where that law gives you a right that is more favourable than what this policy describes, that right applies. The precise scope of each regime must be confirmed by our legal adviser before these policies are approved.

2. What you have paid for

  • Marketplace purchases — a one-off payment for a course, a bundle of courses, or a digital product sold by a creator or organisation. The price, currency and what is included are shown at the point of purchase. A purchase may need to be approved by the selling organisation before it is completed, and it may be paid for online or by an offline method such as bank transfer.
  • Organisation subscription plans — a recurring fee for an organisation's workspace, billed monthly for the plan period shown when the plan is selected. The plan defines the modules, users, courses and storage included.
  • Module subscriptions — a fee for an individual module that an organisation has enabled for its workspace.
  • VLearned Plus membership — a membership that gives access to Plus-eligible courses in the marketplace for the period shown on the membership.
  • Tutoring bookings — a fee for a booked tutoring session with a tutor.
  • Free content — content published at no charge. Nothing has been paid, so there is nothing to refund.

Where a price is charged in a currency other than your own, the amount that was actually received in your currency is the amount that can be refunded, and any conversion difference is not made good by us.

3. Renewals, billing periods and cancellation

A subscription runs for the period recorded against it and ends on the date shown on the plan or on the subscription record. Where a plan includes a trial, the trial length is shown on the plan; a trial does not convert into a paid subscription unless a payment is successfully taken.

Subscriptions on the platform are not renewed automatically by VLearned. When the period ends, the subscription moves to an expired state and the organisation's access to the features that depend on it ends, although the account and the recorded learning data remain. Where an organisation has arranged a recurring charge with a payment provider, that provider may continue to charge, and the organisation must contact us to renew the subscription or to stop the recurring arrangement. We will confirm the position with the organisation before taking any action that affects an active subscription.

To cancel a subscription before its end date, or to stop a future renewal charge, contact the organisation administrator, or our team using the details in section 7. Cancellation of a subscription does not by itself produce a refund; it is a decision about the period ahead. Whether a refund is due for the period already paid for is decided under the VLearned Refund Conditions.

4. How refund eligibility is decided

Eligibility is decided against the VLearned Refund Conditions. In summary, the decision takes account of:

  • whether the product is digital content that has already been delivered to you in full, opened, or consumed;
  • whether the service was provided, or the session was held, before the request was made;
  • whether the request relates to a fault, a content problem, a duplicate charge, a payment that was not completed as described, or a change of mind;
  • whether the request was made promptly after the issue arose;
  • the cancellation notice period that applies to a tutoring booking, which is set out in section 5; and
  • whether the request is made for a purchase that was paid for through an offline method, in which case the organisation that received the payment normally processes the refund directly.

Where a refund is approved for a marketplace purchase, it is paid by the selling organisation or creator, from the amount they received. Where a refund is approved for a platform subscription, membership or a VLearned service, it is paid by AI Smartual Learning Sdn Bhd. We will tell you which of these applies when we respond.

5. Tutoring session cancellations

Tutoring bookings can be cancelled within the notice periods that the platform applies, and the refund that follows is calculated on the session price:

  • cancellation 24 hours or more before the scheduled start of the session — the full session amount is refunded;
  • cancellation between 12 and 24 hours before the start — 50% of the session amount is refunded;
  • cancellation less than 12 hours before the start, or a session that has already begun or ended — no refund is made under this schedule.

These are the platform's standard notice periods and they are applied automatically when a booking is cancelled. Where the tutor and the learner agree a different arrangement, or where the session could not take place for a reason attributable to the tutor or to the platform, the refund is decided by agreement or by our team rather than by this schedule. Where a session is cancelled by the tutor or by the platform, the full session amount is refunded.

6. How to request a refund

  1. Contact us. Raise a support ticket from your account, or email support@vlearned.com. If your access is managed by an organisation, you can also raise it with your organisation administrator, and they will pass it to us.
  2. Give us the details. Include the order, invoice or transaction reference shown in your receipt or in your transaction history, the date of the purchase, the amount paid, and the reason for the request. If the issue is with the content, a session or a service, describe it briefly and say what outcome you are looking for.
  3. We review it. We check the purchase against the VLearned Refund Conditions and, for a marketplace purchase, we involve the selling organisation or creator. We may ask for more information before we can decide.
  4. We confirm the outcome in writing. If a refund is approved, we tell you the amount, the method it will be returned by, and when to expect it. If a request is not approved, we tell you why and what other routes are open to you, including raising it with your organisation administrator or contacting a consumer protection authority.
  5. The refund is returned. A refund is returned by the method it was paid by, to the payment provider that took the payment, where that provider supports a refund to the original instrument. For an offline payment, the organisation that received the money arranges the refund by the agreed method. A payment provider may retain its own fee, in which case the amount returned is the amount the provider actually returns to us; where we can do so, we make that clear before the refund is issued.

Where a request is made within a statutory cooling-off period or for a fault, the timeline set by the applicable law applies and takes priority over anything described here.

7. What happens while a request is being considered

Where the request concerns content that has not yet been delivered, we may pause the delivery of that content until the request is decided. Where a refund is issued, access to the purchased content ends and the enrolment, subscription or booking is closed. Where content has been consumed in full, we may ask what has been used before deciding. We may also suspend an account or an order where we have a reasonable concern that a request is fraudulent or that a charge is being made back to us without the underlying purchase being reversed.

8. Chargebacks and disputes

If you raise a dispute with your bank or card provider instead of contacting us, we will still work with you on it and provide the transaction records you need. Please contact us first where you can, because we can often resolve the issue directly and more quickly. Where a chargeback is raised and we are subsequently credited the amount, we may withhold access to the purchased content until the position is settled.

9. Contacting us about a refund

Refund questions and requests should go to the contact details below. Please do not send payment card details by email, and do not include them in a support ticket.

These policies are published by AI Smartual Learning Sdn Bhd ("VLearned", "we", "us"), company registration number 1300319D / 201801038288. If you have a question about this document, need to exercise a right described in it, or want to report a problem, contact us using the details below.

You can also telephone us:

  • Malaysia: +60-17-770-0887
  • Uganda: +256 771627172

Our published offices are:

  • Malaysia: 23-5 Menara Bangkok Bank Berjaya Central Park, Jalan Ampang, 50450 Kuala Lumpur, Malaysia
  • Malaysia (Cheras): 12-D, 3rd Floor, Jalan BS9, Taman Bukit Segar, 43200 Cheras, Selangor, Malaysia
  • Hong Kong: Unit 1302, 13/F, Witty Commercial Building, 1A-1L Tung Choi Street, Mong Kok, Kowloon, Hong Kong
  • Uganda: Plot 31 Ntinda - Kisaasi Road, Ntinda Shopping Complex, Block C, 3rd Floor, Kampala, Uganda

Please do not send passwords, payment card details, government identification numbers, or sensitive learner information by email. If you are an organisation administrator and your request concerns an individual learner's record, contact your own administrator first, because the organisation usually controls that learner's workspace and training records.

Related policies

Terms and Conditions The rules that apply when you use the VLearned platform, its learning modules and organisation environments. Privacy Policy What personal data the VLearned platform collects, why it is processed, who it is shared with and the rights you have. Cookie Policy The cookies and similar technologies the VLearned platform sets, what each one does and how to control them. Acceptable Use Policy The behaviour VLearned requires from everyone who uses the platform, and what happens when these rules are breached. VLearned Refund Conditions The specific conditions that decide whether a purchase, subscription or booking is eligible for a refund. DMCA and Copyright Policy How to report infringing material published through VLearned, and how VLearned handles those reports. Disclaimer What VLearned does not warrant about learning content, and the limits that apply to how the platform may be used.