We are committed to user satisfaction. If you are not satisfied with our services, please refer to our concise refund policy.
At Excellence Academy, we are committed to providing high-quality educational services. We understand that sometimes circumstances change, and you may need to reconsider your enrollment. Our refund policy is designed to be fair to both our students and our institution.
We offer a transparent and straightforward refund process. If you're not satisfied with our services within the specified timeframe, we'll process your refund according to the guidelines outlined in this policy.
Refunds are available under the following conditions:
Refund eligibility is determined based on the date we receive your formal refund request, not the date you stop attending classes or using our services.
The following fees and items are generally non-refundable:
Physical study materials can be returned for a partial refund if they are in original condition and returned within 7 days of receipt. Digital materials are non-refundable once accessed.
To request a refund, please follow these steps:
Submit Refund Request Form
Verification & Review
Approval & Processing
Refund Issued
Step 1: Complete the official Refund Request Form available through your student portal or by contacting our support team.
Step 2: Our team will verify your eligibility based on course access logs, payment records, and the reason for your request.
Step 3: If approved, you will receive a confirmation email with the refund amount and timeline.
Step 4: The refund will be processed to your original payment method within the specified timeline.
Please have your enrollment details, payment receipt, and reason for refund ready when submitting your request. For medical emergencies, relevant documentation will be required.
Once your refund is approved, processing times vary based on your payment method:
Please note that the timeline begins from the date of approval, not the date of request. International payments may take additional time due to banking procedures.
In certain circumstances, we may consider exceptions to our standard refund policy:
We understand that life can present unexpected challenges. In genuine hardship cases, we will review each situation individually and may offer alternatives such as course transfers, credit for future courses, or partial refunds even outside standard eligibility periods.
In the rare event that we need to cancel a course, the following applies:
Courses may be canceled if minimum enrollment numbers are not met. We make every effort to avoid cancellations and will notify enrolled students as soon as possible if a cancellation becomes necessary.
For refund-related inquiries or to submit a refund request, please contact:
Email: [email protected]
Phone: +86 +86 139 5829 9005 (Monday-Friday, 9 AM - 6 PM)
Address:
For faster processing, please include your student ID, course name, and payment reference number in all communications.
Quick Answers to Refund FAQs
Refund processing times vary by payment method: Credit/Debit Card 5-10 business days, Bank Transfer 7-14 business days, Digital Wallets 3-5 business days, Check Payments 10-15 business days. Timelines are calculated from the approval date, not the request date.
Standard refunds are no longer available after the refund eligibility period has passed. However, in cases of genuine hardship or extenuating circumstances, we may offer alternatives such as course transfers (subject to availability) or credit for future courses. Each situation will be reviewed individually.
If you've accessed digital course materials, a reduced refund may be available depending on how much content you've viewed and how long you've had access. Physical materials can be returned for a partial refund if they are in original condition. Once materials have been significantly used or personalized, they become non-refundable.
For event packages, refunds will be calculated based on individual event pricing, not the package discount. If you unsubscribe from one event within a package, we will refund the proportional amount based on independent pricing, and you will retain access to the remaining events in the package.
We stand behind the quality of our courses. If you're not satisfied with the educational experience, please contact us within the refund eligibility period. We'll review your concerns and may offer a full or partial refund depending on the circumstances. We also encourage students to share feedback so we can continuously improve our offerings.
Our support team is here to assist you through the refund process and answer any questions you may have.