GlobalU - Money-back Guarantee Policy

Created by Support GlobalU, Modified on Tue, 27 Jan at 5:34 PM by Support GlobalU

Owning Department	GlobalU Operations & Compliance	Summary of amendments	Aligned to GlobalU LMS procedures
Document objectives	To outline how users can request a refund where appropriate.	Intended Recipients	Applicants, partner institutions, GlobalU staff
Date of Issue	January 2026	Review Date	Annually

Document Purpose

This policy outlines GlobalU’s Money-back Guarantee for learners accessing courses hosted on the GlobalU Learning Management System (LMS).

It is designed to operate in addition to, and not in place of, any mandatory consumer rights provided under applicable laws in the UK, European Union, or MENA jurisdictions.

1. Introduction

GlobalU provides access to digital education services through its LMS in partnership with recognised institutions and third-party providers.

This Money-back Guarantee Policy supports GlobalU’s commitment to fairness, transparency, and regulatory compliance by explaining:

When learners may request a refund,

How refund requests are assessed,

How statutory consumer rights are respected.

Nothing in this policy limits or excludes rights granted under applicable consumer protection legislation.

2. Eligibility

Refund requests may be considered where one or more of the following conditions apply:

The learner withdraws within the applicable money-back guarantee or statutory cooling-off period.

The course content, structure, or delivery is materially different from what was advertised at enrolment.

A confirmed technical failure prevents access to the course and GlobalU cannot resolve the issue within a reasonable timeframe.

An error by GlobalU materially affects the learner’s ability to begin or participate in the course.

The learner has attended and actively participated in all scheduled training sessions, where live or mandatory sessions form part of the programme.

Active participation reflects GlobalU’s expectation of learner engagement and is considered when assessing discretionary refunds. It does not override statutory rights.

3. Guarantee Window

GlobalU offers a 14-day money-back guarantee from the date of enrolment, unless a partner institution specifies a different period.

Where a partner institution enforces an alternative cancellation period, that period will take precedence and will be communicated to the learner during enrolment.

3.2 UK & EU Digital Content Rules

In line with:

UK Consumer Rights Act 2015

EU Consumer Rights Directive (2011/83/EU)

Learners may have a 14-day statutory cooling-off period for digital services, unless:

Access to digital content has begun, and

The learner has expressly consented to immediate access and acknowledged that their right to withdraw may be lost.

Where required by law, GlobalU will honour statutory cancellation rights regardless of internal policy limits.

3.3 MENA Consumer Protection Principles

In MENA jurisdictions, consumer rights typically require:

Clear disclosure of refund terms,

Fair treatment where services are not delivered as promised,

Resolution of disputes in good faith.

GlobalU applies these principles across its LMS services.

4. Non-refundable Situations

Refunds will not normally be provided where:

More than 20% of course content has been accessed, unless required by law.

A certificate, credential, or badge has already been issued.

The learner has breached GlobalU or partner institution policies.

The partner institution’s refund policy lawfully supersedes GlobalU’s guarantee.

The request is submitted outside the applicable guarantee or statutory period.

The learner fails to attend or meaningfully participate in required sessions without valid justification.

5. Partner Institution Requirements

Where courses are delivered by partner institutions:

Partner refund policies may take precedence where legally permitted.

GlobalU acts primarily as the LMS and technical delivery platform.

Refund decisions may involve both GlobalU and the partner institution.

GlobalU ensures partner policies are disclosed to learners prior to enrolment, in line with consumer transparency requirements.

6. Requesting a Refund

Refund requests must be submitted through official GlobalU channels:

GlobalU Support Portal

Email (support@globalu…)

Ticketing System

WhatsApp Support

Requests must include:

Learner name

Registered email address

Course title

Reason for the request

Supporting evidence (where applicable)

GlobalU will:

Acknowledge receipt within 5 working days

Issue a decision within 10 working days, subject to partner consultation where required

7. Refund Processing

Where a refund is approved:

Refunds will be issued using the original payment method, unless legally required otherwise.

Any non-recoverable third-party processing fees may be deducted, where permitted by law.

Refunds will be processed within XX working days of approval, subject to banking and payment provider timelines.

Learners will be notified once the refund has been initiated.

8. Advance Payments

For advance or bundled payments covering long-term or multi-module programmes, refunds may be calculated on a pro-rata basis, considering:

Time elapsed

Content accessed

Attendance and participation

Partner institution requirements

This approach aligns with fairness principles under UK, EU, and MENA consumer frameworks.

9. Misrepresentation or Agent Issues

Where inaccurate or misleading information was provided by an agent or representative:

Learners may submit a complaint with their refund request.

The case will be reviewed by GlobalU’s Agent Liaison Officer.

Remedies may include refunds, corrective action, or agent escalation.

10. Final Decision

Decisions made at Stage 2 of GlobalU’s internal review process are final for internal purposes.

This does not affect the learner’s right to:

Escalate complaints to relevant consumer authorities, or

Seek redress under applicable consumer protection laws.

11. Further Support

Learners may contact GlobalU via:

- Support Portal

- Email

- Ticket System