Refund Policy

Last updated: 2026-07-21 Effective: 2026-07-21

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1. Summary

We offer a 14-day unconditional money-back guarantee on every paid Course. If you change your mind for any reason within 14 days of purchase, email us at [email protected] and we will refund you in full, no questions asked. Your statutory rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 continue to apply in addition to this guarantee and are not limited by it.

2. Who This Policy Applies To

This Refund Policy applies to purchases made through courses.instilligent.com. The seller is Instilligent Limited (NZBN: 9429041896853) ("we", "us", "our"). Payment is processed by Stripe.

This policy works alongside the Terms and Conditions and the Privacy Policy. Together they form the agreement between you and us.

3. The 14-Day Money-Back Guarantee

You may request a refund of the amount you paid for a Course if:

• (a) You request the refund within 14 days after the date of your purchase, and
• (b) You provide the order details (Stripe receipt number or the email address you used at purchase) when you make the request.

That's it. You do not need to provide a reason. You do not lose the right to refund because you have viewed, downloaded, or completed any part of the Course content. We will process approved refunds back to the original payment method used at checkout via Stripe.

We protect this guarantee from abuse only through the narrow exceptions in section 5 (essentially: fraud, breach of the Terms, and repeated bulk-purchase-and-refund patterns from the same buyer). Honest study activity — including completing the whole Course in the 14-day window — is never a reason for us to decline.

After 14 days, the goodwill guarantee in this section does not apply, but your statutory rights under section 6 continue to apply — see below.

4. How to Request a Refund

To request a refund:

Email `[email protected]` from the email address you used at purchase.

Include:

- The Course name; - The date of purchase; - Your Stripe receipt number or order ID (if to hand); - A brief reason for the request (this helps us improve the product and is not used to gate the refund).

We aim to acknowledge your request within 2 New Zealand business days and to reply with a decision within 5 New Zealand business days. These are targets, not contractual commitments — if a request requires escalation, we will tell you and provide an updated timeline. Refund requests that invoke your statutory rights under section 6 are prioritised.

If we approve the refund, the funds are returned to your original payment method via Stripe. Stripe usually returns funds within 5–10 New Zealand business days of approval; the exact time depends on your bank or card issuer. We do not control bank-side processing time.

5. The Narrow Exceptions

Section 3's guarantee covers honest buyers — which is the overwhelming majority of you. We reserve the right to decline a 14-day refund request only in the narrow circumstances below. Your statutory rights under section 6 continue to apply regardless.

We may decline a §3 request if:

• The 14-day window has passed (use section 6 instead);
• We have a reasonable basis to believe the request is fraudulent or made in bad faith — for example, a chargeback already opened with the card issuer before contacting us; or an account that has been used to bulk-scrape Course content for distribution;
• The same buyer has demonstrated a pattern of repeated purchase-and-refund across multiple Courses or multiple purchase windows (we'll explain what we're seeing if we ever invoke this clause; we don't apply it to one-off second-thought buyers);
• The buyer's account has been suspended or terminated for material breach of the Terms and Conditions, particularly breaches of the Intellectual Property or Acceptable Use sections;
• The Course was provided free of charge (nothing to refund);
• The Course was purchased through a third-party reseller or marketplace other than courses.instilligent.com (for example, a gift code redeemed through an affiliate site, or a corporate licensing partner — Stripe and EzyCourse are our payment processor and delivery platform, not "third-party resellers" for the purposes of this clause). If you bought via a third-party reseller, contact them first.

If we decline a request, we will tell you why and we will explain how to escalate if you believe our decision is wrong, including your right to contact the Disputes Tribunal in New Zealand or the equivalent consumer-protection body in your country.

6. Your Statutory Rights (Consumer Guarantees Act 1993)

Nothing in this Refund Policy limits or excludes any right you have under the New Zealand Consumer Guarantees Act 1993 ("CGA") if you purchase as a consumer under that Act. In particular:

• The CGA's acceptable quality and fit for purpose guarantees apply to goods and services we supply you;
• If a Course is found to fail a guarantee that the CGA does not allow us to exclude, you may be entitled to a remedy that may include a refund, a replacement, or a fix, depending on the nature of the failure;
• The Fair Trading Act 1986 also applies. We do our best to describe Courses accurately and to avoid misleading or deceptive conduct.

For the purposes of this Refund Policy, we treat every buyer as a consumer under the CGA, regardless of whether the purchase is for personal or business use. We are not seeking to contract out of the CGA for business buyers in this version of the policy.

6.1 Statutory rights after the 14-day window — including AI-generated errors

After the §3 14-day guarantee window closes, your CGA rights continue to apply. The following remain valid grounds for a CGA refund regardless of how much of the Course you have viewed and regardless of how long ago you bought it:

• The Course is materially mis-described on the storefront;
• The Course is defective (for example, content does not load, downloads are corrupted, links are broken);
• The Course does not perform as described on the storefront in a material way;
• The Course contains AI-generated factual errors, made-up content, or technical inaccuracies that materially affect its usefulness for the stated purpose. Our Courses are produced by an automated AI pipeline (see Product Disclaimer §6); we accept that automated quality checks can miss material errors. Where you report such an error and we confirm it on review, we will refund the price you paid for the Course as the standard remedy. We may not always be able to manually correct the Course content itself (the autonomous pipeline does not support per-customer content fixes), so the refund is typically the remedy we can deliver.

Contact us at [email protected] and we will work with you to resolve the issue.

7. Currency, Tax, and Conversion

Refunds are processed in the same currency you were charged in. Refunds are processed for the amount actually charged, not for the amount that may have appeared in your local currency at the time of purchase. Your bank may apply a different exchange rate on the return leg than it applied on the purchase leg — this is bank-side behaviour outside our control.

Where GST or other taxes were included in your purchase, the refund returns the GST-inclusive amount.

7A. International Buyers — Distance Selling and Withdrawal Rights

If you are a consumer purchasing from outside New Zealand, additional statutory rights may apply in your country:

• United Kingdom — Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 grant a 14-day cancellation right for distance contracts. For digital content delivered immediately, this right is lost once you have given express consent to immediate supply and acknowledged that you will lose the right of withdrawal by doing so. Our checkout flow seeks this consent and acknowledgement. If you withdraw before access is provisioned, you are entitled to a full refund.
• European Union — Consumer Rights Directive 2011/83/EU grants substantively equivalent rights (Article 16(m) immediate-supply digital-content exception).
• Australia — Australian Consumer Law applies to acquisitions of digital goods or services where the supplier carries on business in Australia or where the supply is targeted at Australian consumers. Statutory consumer guarantees cannot be contracted out of and override the goodwill route in section 3 where they conflict.
• Other jurisdictions: your local consumer-protection laws may apply in addition to this policy. Where they grant stronger rights than this policy or the CGA, those stronger rights apply.

If you are unsure which regime applies to your purchase, contact [email protected].

8. Subscriptions and Recurring Charges

The Service currently sells one-off digital products (each Course is a single purchase, not a subscription). If we introduce a subscription product in future, that subscription will be governed by its own terms, including a separate cancellation and refund procedure. This Refund Policy will be updated accordingly.

9. Chargebacks

If you believe a charge is incorrect, please contact us first at [email protected] so we can investigate. Initiating a chargeback through your bank without first contacting us:

• Often takes longer to resolve than a direct refund;
• May result in your account being suspended while the chargeback is open.

Where the Terms and Conditions provide a contractual basis for us to recover Stripe-imposed chargeback fees (see Terms and Conditions §13A), and where the chargeback was initiated without prior contact with us, we may seek to recover those fees. Recovery is not pursued for chargebacks raised in good faith on legitimate disputes.

Chargebacks initiated for goods substantially consumed, or for orders we have evidence are fraudulent (for example, after a card-not-present fraud signal from Stripe), will be defended on the merits.

10. Changes to This Policy

We may update this Refund Policy from time to time. We will update the Last updated date at the top of this document. Material changes do not apply retrospectively — the version in force at the time of your purchase continues to apply to that purchase.

11. Contact

• Email: [email protected]
• Company: Instilligent Limited (NZBN: 9429041896853)
• Registered office: Auckland, New Zealand

For consumer-protection complaints in New Zealand, you can also contact the Commerce Commission (comcom.govt.nz) or the Disputes Tribunal (disputestribunal.govt.nz). If you are outside New Zealand, your local consumer-protection authority may be able to help.

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*This Refund Policy is published alongside the Terms and Conditions, Privacy Policy, and Product Disclaimer on courses.instilligent.com.*