Refund Policy 

1. Introduction

1.1. Purpose of this Policy

This Refund Policy outlines the conditions under which learners may request a refund for purchases made on Orbas Learn, a sub-brand of Blackridge Group Ltd. The purpose of this Policy is to ensure transparency, fairness, and legal compliance in handling refund requests for digital courses, subscriptions, and related services.

1.2. Scope

This Policy applies to all learners and users who purchase access to courses, educational materials, or subscription-based services via the Orbas Learn Platform. It covers:

• One-time course purchases

• Monthly or annual subscriptions

• Trial periods and promotional offers

This Policy does not apply to in-person services, third-party integrations, or content delivered outside of Orbas Learn’s official digital platforms.

1.3. Legal Basis

This Refund Policy is governed by and construed in accordance with:

• The Consumer Rights Act 2015

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013)

• Applicable guidance from the UK Competition and Markets Authority (CMA)

• The Electronic Commerce Regulations 2002 where relevant

Under UK consumer law, digital content is subject to specific refund conditions, especially once downloads, streaming, or use has commenced.

1.4. Company Identity and Contact Info

For the purposes of this Refund Policy, the data controller and service provider is:

Blackridge Group Ltd
Registered in England and Wales
Company Number: 16482166

Registered Office: 61 Bridge Street, Kington, Hertfordshire, United Kingdom, HR5 3DJ
Contact Email: support@orbas.io

For any questions regarding refunds or eligibility, users are encouraged to contact our customer service team at the email above.

2. General Refund Principles

Orbas Learn is committed to handling refund requests fairly and in accordance with UK consumer protection law. This section sets out the foundational principles that govern when and how learners may obtain a refund.

2.1. Eligibility for Refunds

Refunds are generally available in the following circumstances:

• The learner has not accessed or commenced the course or digital content

• The refund request is made within the applicable statutory period (see 2.2)

• There has been a technical failure or platform error that prevented reasonable access to purchased content

• The service received does not match its description or fails to meet expected quality standards

2.2. Time Limits for Refund Requests

Under the Consumer Contracts Regulations 2013, learners have a right to cancel within 14 days of purchase if they have not begun accessing the digital content.

Refunds may be refused if:

• The learner has already accessed a significant portion of the course content (e.g., more than 25%)

• The refund request is made after the 14-day period unless exceptional circumstances apply

2.3. Non-Refundable Products and Services

The following are typically not eligible for refunds:

• Courses that have been fully accessed or completed

• Digital downloads or materials that have been consumed upon delivery

• Services or subscriptions that have been partially used where access is provided instantly

• Promotional or discounted courses clearly marked as non-refundable

2.4. Discretionary Refunds

In cases where a refund is not legally required, Orbas Learn may, at its sole discretion, offer a goodwill refund. Discretionary refunds may apply in situations such as:

• Documented platform outages preventing access

• Mistaken duplicate purchases

• Verified unauthorised transactions

Such refunds are not guaranteed and are considered on a case-by-case basis.

2.5. Refund Currency and Method

All refunds are issued in the original currency of payment and through the same method used at the time of purchase (e.g., debit/credit card, PayPal, etc.). Orbas Learn is not responsible for any foreign exchange charges or processing delays applied by your financial institution.

3. Refunds for Digital Course Purchases

Refunds for digital course purchases on Orbas Learn are governed by UK consumer laws relating to digital content, as well as our internal quality and access policies. The following provisions apply specifically to learners purchasing individual courses or one-off access to learning materials.

3.1. Automatic Refund Conditions

A full refund will be granted automatically if:

• The refund request is made within 14 calendar days of purchase

• The learner has not accessed or streamed any part of the course or downloadable content.

This reflects the statutory “cooling-off” period provided under the Consumer Contracts Regulations 2013 for digital purchases where usage has not commenced.

3.2. Partial Refunds

Learners who request a refund after beginning the course but before significant completion may be eligible for a partial refund, provided that:

• Less than 25% of the total course content has been accessed or completed

• The refund request is made within a reasonable period (typically 14 days)

• The learner provides a valid reason (e.g., dissatisfaction with quality, technical issues)

Partial refunds are granted at the discretion of Orbas Learn and calculated based on course progression data.

3.3. Course Access Revocation on Refund

Once a refund is issued—either in full or partially—access to the refunded course will be permanently revoked. This includes:

• Streaming access to video or lecture content

• Download links, attached resources, quizzes, or certificates

• Forum participation or progress history

Users may not continue to use or distribute any course materials following a refund.

3.4. Exemptions from Refunds

The following types of digital purchases are exempt from refunds unless legally defective:

• Completed courses where a certificate has been issued

• Courses bundled with non-refundable promotions or bonus content clearly marked at checkout

• Downloadable items or documents once accessed

• Content made available through third-party providers where Orbas Learn acts solely as a reseller

These exemptions are consistent with Regulation 37 of the Consumer Contracts Regulations 2013, which removes the right to cancel digital content once download or streaming has begun with consent.

4. Subscription-Based Services

This section applies to users enrolled in recurring monthly or annual subscription plans on Orbas Learn, including access to bundled course content, live classes, or premium features.

4.1. Subscription Cancellation Rights

Subscribers have the right to cancel their subscription at any time via their Orbas Learn account settings. Upon cancellation:

• The subscription will remain active until the end of the current billing cycle

• No further charges will be applied after cancellation

• Users may continue to access content until the end of the paid period unless a refund is issued

4.2. Refunds on Renewal Charges

If a subscription renews automatically and the user did not intend to continue, a full refund may be granted if the request is submitted within 14 days of the renewal and no substantial usage (e.g., course access or downloads) has occurred.

Refunds will not be issued for renewal periods if:

• The user has accessed subscription content after the renewal date

• The request is made after 14 days from the renewal

4.3. Prorated Refunds

Orbas Learn does not guarantee prorated refunds for early cancellation of subscriptions unless required under consumer law. Refunds for unused time during a billing period are granted only in exceptional cases, such as:

• Platform unavailability due to sustained technical issues

• Verified billing errors or duplicate charges

All such requests are reviewed individually and are not guaranteed.

4.4. Trials and Introductory Offers

If you registered using a free trial or discounted introductory period, you may cancel at any time during the trial without incurring charges.

Once a trial converts into a paid subscription:

• The refund policy outlined in sections 4.1 to 4.3 applies

• Users are notified of conversion terms during sign-up in compliance with the Consumer Contracts Regulations

Introductory rates are non-refundable unless a technical fault or billing error is substantiated.

5. Instructor Payments and Refunds

This section applies to instructors offering paid content on the Orbas Learn Platform and outlines the implications of learner refunds on instructor earnings, as well as fraud prevention and dispute procedures.

5.1. Effect of Refunds on Instructor Payouts

When a learner receives a full or partial refund, any related revenue previously allocated to the instructor will be reversed proportionately from the instructor’s pending or processed payouts. Specifically:

• If the refund occurs before payout, the relevant amount will be deducted from the instructor’s upcoming balance

• If the refund occurs after payout, the deducted amount may be offset against future earnings or recovered directly from the instructor, depending on the terms of the Instructor Agreement.

Instructors are encouraged to monitor refund-related adjustments in their dashboard and may query discrepancies with support.

5.2. Fraudulent or Abusive Refund Claims

Orbas Learn actively monitors for patterns of abuse involving:

• Learners repeatedly consuming content before claiming refunds

• Instructors attempting to suppress or manipulate refund eligibility

• Collaboration between parties to exploit platform payout systems

• Confirmed fraudulent activity may result in

• Account suspensions or terminations

• Reversal of illegitimate transactions

• Legal action and reporting to relevant authorities

5.3. Dispute Resolution Process

In the event of a disagreement between an instructor and Orbas Learn regarding refund eligibility or deductions:

• The instructor may initiate a dispute by contacting the support team in writing within 14 days of the payout notification

• Supporting documentation (e.g., communication history, course logs, learner progress data) must be submitted

• Orbas Learn will review and respond to all disputes within 30 days

• Where applicable, disputes may be escalated to a neutral independent review body, in accordance with UK dispute resolution standards

Our aim is to ensure fairness and transparency in handling instructor earnings while protecting learners’ consumer rights.

6. How to Request a Refund

To initiate a refund, users must follow the official procedures outlined below. Requests made outside these channels may not be accepted or processed in accordance with this Policy.

6.1. Submission Channels

Refund requests may be submitted via the following:

• The Orbas Learn account dashboard, using the 'Request Refund' option within the purchase history or subscription settings;

• By email to our customer service team at support@orbas.io , including the subject line: “Refund Request – [Order ID]”.

Support is available Monday to Sunday (excluding UK public holidays).

6.2. Required Information

To process a refund efficiently, users must provide:

• Full name and registered email address

• Order ID or transaction reference

• Date of purchase

• Name of the course or subscription purchased

• Reason for the refund request (e.g., error, dissatisfaction, technical issue)

• Whether any content was accessed or downloaded

Incomplete submissions may delay processing or result in denial of the request.

6.3. Processing Timescales

Upon receipt of a valid refund request:

• Acknowledgement will be issued within 3 business days

• A decision will be made within 10 business days, unless further information is required

• Approved refunds will be issued to the original payment method within 5–10 business days, depending on the payment processor

Users will receive email confirmation of the decision and refund status. Orbas Learn is not responsible for additional delays caused by banking institutions or payment gateway partners.

7. Denial of Refunds

Orbas Learn reserves the right to refuse refund requests that do not meet the eligibility criteria outlined in this Policy. This section clarifies when refunds may be denied and the procedures available to appeal such decisions.

7.1. Grounds for Refusal

Refunds may be refused under the following circumstances:

• The request falls outside the 14-day statutory or discretionary period

• The learner has accessed, streamed, or downloaded a substantial portion of the course (e.g., over 25%)

• The course or content is explicitly marked as non-refundable at the time of purchase

• Evidence of repeated refund claims across multiple purchases indicating abuse

• Attempts to exploit refund mechanisms (e.g., use and claim behavior)

• Misuse of introductory offers or trials for repeated free access

• Where the learner fails to provide sufficient information to support the refund request.

Instructors are also protected from baseless refund demands where learner behaviour indicates misuse.

7.2. Appeal and Escalation Rights

If a user believes a refund has been unfairly denied, they may:

• Submit an appeal by replying to the original refund outcome email within 7 calendar days

• Include any supporting evidence or clarifications for review

Orbas Learn will:

• Review the appeal within 10 business days

• Notify the user of the final decision and reasons for confirmation or reversal

If the user remains dissatisfied, they may escalate their case to an independent dispute resolution body or regulatory authority such as Trading Standards or a certified Alternative Dispute Resolution (ADR) scheme.

8. Amendments to This Policy

Orbas Learn reserves the right to modify this Refund Policy at any time to reflect changes in legal requirements, service offerings, or operational procedures. We are committed to providing transparency and advance notice where appropriate.

8.1. Notification of Updates

In the event of material changes to this Policy:

• A notice will be published on the Orbas Learn Platform

• Where feasible, registered users will be notified via email or through their account dashboard

• The "Effective Date" at the top of this document will be updated accordingly

Minor amendments that do not materially affect user rights or obligations may be made without individual notice.

8.2. User Acknowledgement and Acceptance

By continuing to use the Orbas Learn Platform following any update to this Refund Policy, users are deemed to have accepted the revised terms. If a user does not agree to the updated Policy, they must discontinue use of paid services and may contact support to discuss account closure or refund eligibility based on the prior version of the Policy. Users are encouraged to review this Policy periodically to stay informed of their rights and responsibilities.

9. Contact Information

If you have questions about this Refund Policy, your eligibility for a refund, or how to submit a request, please contact us using the details below.

9.1. Customer Support Details

For general refund inquiries or support with a refund request, please contact:

Orbas Learn – Support Team
Email: support@orbas.io
Support Hours: Monday–Sunday, 9:00am–5:00pm (UK time)
Response Times: We aim to respond within 3 business days.

9.2. Regulatory Complaints

If you are not satisfied with how your refund request or complaint has been handled, you may escalate your concern to a relevant external body:

UK Trading Standards: https://www.tradingstandards.uk

Consumer Helpline (Citizens Advice): 0808 223 1133

Alternative Dispute Resolution (ADR): You may request ADR under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Please contact us first to resolve your issue informally before escalating to any third party.