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Effective date: 13 September 2026
1. Purpose and scope
This Policy applies to one-off purchases of Supra Vista online courses through the Website. It forms part of our Terms and Conditions.
We want the process to be clear and fair. Nothing in this Policy limits any right or remedy available under the Consumer Protection Act 1999 or other applicable law.
2. When a full refund will be provided
We will provide a full refund where:
- you were charged more than once for the same purchase;
- payment was taken but access cannot be provided due to our fault and we cannot remedy the problem within a reasonable time;
- the course supplied is materially different from the course purchased and the failure cannot be remedied within a reasonable time;
- we cancel the course or permanently withdraw a material part of it after purchase without providing a reasonably equivalent alternative; or
- applicable law otherwise requires a full refund.
3. Cancellation of unused or partly used course access
You may request cancellation by emailing info@supravista.co. Please include the purchaser’s name, account email, order number, course name and reason for the request. We may ask for information reasonably needed to verify the account and payment.
For an unused or partly used course, the refund will be calculated as:
Amount paid minus the deductions permitted by applicable law.
Where section 17 of the Consumer Protection Act 1999 applies, permitted deductions may include only the amounts allowed by that section, such as an amount not exceeding 5% of the full contract price, the value of services already received, and the cost of any goods used or retained, as applicable. We will not make duplicative deductions for the same value.
For transparency, the value of self-paced course services received will ordinarily be assessed by reference to the proportion of course lessons or units accessed, streamed, completed or downloaded through the account, together with any live session or individual service already delivered. Unless the course page assigns different values to particular components, course lessons or units will be treated as having equal value. We will consider evidence of a merely accidental or momentary opening where appropriate.
If the statutory calculation produces a higher refund than another formula stated in a promotion or course-specific term, the statutory entitlement will prevail.
4. Downloadable materials
Downloading a worksheet, prompt companion or other resource may be considered when assessing the portion of the Service already received. A download does not automatically make the entire course non-refundable.
Materials supplied as part of a refunded purchase must no longer be used, copied, shared or distributed after cancellation, except to the extent applicable law provides otherwise.
5. Requests based on preference or results
A refund is not automatically due merely because a learner changes their mind, does not complete the course, prefers a different teaching style, or does not achieve a hoped-for result. However, we will still assess any cancellation request under clause 3 and honour all statutory rights.
6. How and when refunds are paid
Once approved, a refund will be made to the original payment method unless another method is required or agreed. We will make any refund within the period required by law. Where section 17 of the Consumer Protection Act 1999 applies, any excess payment refundable under that section will be refunded or made available within 14 days of cancellation.
The bank or payment provider may require additional time to display the refund in your account.
7. Payment disputes and chargebacks
Please contact us first if you do not recognise a charge or believe a payment is incorrect so that we can investigate promptly. This request does not prevent you from exercising any right with your bank, payment provider or under applicable law.
8. Contact
Refund requests and questions should be sent to info@supravista.co.