1. What these conditions are
These are the VLearned Refund Conditions. They set out the decision points used when a refund request is assessed under the Refund Policy, which explains the process. They form part of the Terms and Conditions.
They do not create a right to a refund where the Refund Policy and the Terms and Conditions do not create one, and they do not limit any right you have under the consumer protection law that applies to you. Where the applicable law gives you a right that is more favourable than these conditions, that right prevails.
2. The principles applied
- Digital content is delivered immediately. A course, bundle, product or membership is available to you as soon as the purchase is completed, so the point at which a refund is asked for matters.
- We ask for a prompt request. Raising an issue as soon as you become aware of it means the position can be checked while the records are still complete. We do not apply an automatic cut-off, but a long delay makes it harder to establish what happened, and we may decline a request where it is not possible to verify the purchase or the issue.
- Nothing is refunded twice. Where a refund has already been made, or where the amount has been recovered through a chargeback, the same amount cannot be refunded again.
- Amounts are refunded in the currency that was received. Any conversion difference, or any fee charged by the payment provider, is not made good by AI Smartual Learning Sdn Bhd.
- Access follows the refund. Where a refund is issued, the enrolment, subscription, membership or booking is closed and the content stops being available.
- Payment providers are not bound by these conditions. A provider may have its own rules, its own timelines and its own charges. Where a provider's rules conflict with a commitment in the Refund Policy, the provider's rules apply to the movement of the money, and we will explain this when we confirm the outcome.
3. Delivery and use of digital content
| Situation | What happens |
|---|---|
| The content or service has not been delivered at all, for example because the order was not approved or the session did not take place. | A refund is made in full to the payment method used, once the position is confirmed. |
| The same content was paid for twice, or a charge was made for an order that does not exist. | The duplicate or incorrect amount is refunded in full. |
| The content is faulty, materially different from its description, or not fit for the purpose you told us about before you bought it. | A remedy is provided under the consumer protection law that applies to you, which may include a full or partial refund. These conditions do not limit that right. |
| The content has been delivered and opened in full, and the request is a change of mind. | We will consider the request on its merits, taking account of how much of the content has been used and whether it can be returned or withdrawn. Where the content cannot be returned or withdrawn, we may decline a refund. This is a decision, not an automatic rule, and it does not affect any statutory right you have. |
| The content has been delivered and opened in full, the request relates to quality or relevance rather than to a fault, and the content has not been used in a way that makes it non-returnable. | We may offer an account credit, a replacement, or a partial refund where that is proportionate. |
| The content was free of charge. | There is no refund to make, because no payment was taken. |
4. Conditions that apply to each product
| Product | Who decides | Notes |
|---|---|---|
| Marketplace course, bundle or digital product | The selling organisation or creator, with VLearned handling the request | The refund is paid from the amount the seller received. Where the seller no longer trades, AI Smartual Learning Sdn Bhd determines the outcome. |
| Organisation subscription plan | AI Smartual Learning Sdn Bhd | A refund for the current period is considered only where the request relates to a fault, a duplicate charge, or a legal right. Cancellation of a future period is not a refund; see the Refund Policy. |
| Module subscription | AI Smartual Learning Sdn Bhd | Treated in the same way as an organisation subscription plan, and limited to the module that the request concerns. |
| VLearned Plus membership | AI Smartual Learning Sdn Bhd | The membership period, and whether any Plus-eligible course has been accessed, are taken into account. |
| Tutoring session booking | The tutor or AI Smartual Learning Sdn Bhd, applying the notice periods below | Cancelling 24 hours or more before the start refunds the full session amount; cancelling between 12 and 24 hours before the start refunds 50%; cancelling less than 12 hours before the start, or after the session has begun, does not refund under this schedule. |
| Offline payment, such as bank transfer or cash | The organisation that received the payment | The refund is made directly by that organisation using the agreed method, because VLearned never received the funds. |
5. Tutoring session notice periods
The platform applies the following notice periods when a tutoring booking is cancelled, and calculates the refund against the session amount:
- 24 hours or more before the scheduled start — the full session amount is refunded.
- Between 12 and 24 hours before the scheduled start — 50% of the session amount is refunded.
- Less than 12 hours before the scheduled start, or after the session has begun or ended — no refund is made under this schedule.
Where the tutor cancels, or where the session could not take place because of the tutor or the platform, the full session amount is refunded. Where the learner cancels for a reason the tutor agrees to, the tutor may agree a different arrangement, and that agreement takes priority over the schedule above.
6. What is not normally refunded
These are the situations in which a refund is not ordinarily available. They are not absolute: they do not apply where the consumer protection law that applies to you gives you a right to a refund, and each request is still considered on its merits.
- Content that has been delivered and used in full, where the request is a change of mind rather than a complaint about a fault or the description of the product.
- Services that have been provided, such as a tutoring session that has taken place, or a live class the learner has attended.
- Time-limited access that has been used, including access to Plus-eligible courses and to subscription-only content.
- Amounts already refunded, whether as a direct refund or through a chargeback.
- Amounts that the payment provider does not return, including provider fees and, where the provider recovers the amount through a chargeback instead, the value of the recovered amount.
- Promotional pricing is not normally recalculated, and a promotional price is not normally applied to a renewal period.
7. Refund requests and platform rules
A request is assessed under the Acceptable Use Policy as well as these conditions. We may decline or delay a request, or reverse a refund that has already been made, where we have a reasonable concern that the request is fraudulent, that the purchase was made with a payment method the payer does not control, or that the content has been shared or resold in breach of the Acceptable Use Policy or the Terms and Conditions. Where we do that, we explain why.
8. Reviewing a decision
If you disagree with a refund decision, contact us using the details below and copy your organisation administrator if your access is managed by an organisation. We will review the request and confirm the outcome in writing. You also keep any right to complain to a consumer protection authority or to take other steps the law allows.
9. Contact details
Questions about these conditions should go to the contact details below.
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.
- General and privacy enquiries: support@vlearned.com
- Commercial enquiries: info@aismartuallearning.com
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.