Refund Policy

Last update on: 01 March 2026
This Refund Policy applies to Programme purchases and registrations made through maentae, unless a specific Programme page or signed corporate agreement states otherwise.

1. Key principles
Refund eligibility depends on the Programme type and the time of cancellation.
Payment processing fees and bank charges may be non refundable.
All refund requests must be submitted in writing to support@maentae.com.

2. Programme types covered
2.1 Instructor led Programmes (live online, onsite, hybrid)
These include scheduled sessions with a start date.

2.2 Self paced and digital Programmes
These include on demand content or time limited access.

2.3 Corporate and invoiced bookings
These include purchases made via invoice, purchase order, or signed agreement.

3. Customer initiated cancellations for instructor led Programmes
Cancellation windows are calculated from the Programme start date (first session date).

30 or more calendar days before start: refund of 100% of Fees, minus non refundable processing fees
15 to 29 calendar days before start: refund of 75% of Fees, minus non refundable processing fees
8 to 14 calendar days before start: refund of 50% of Fees, minus non refundable processing fees
7 or fewer calendar days before start, or no show: no refund

If you partially attend a Programme, no refund is due.

4. Transfers and substitutions (recommended option)
Instead of cancelling, you may request:
- Transfer to a future intake (subject to availability and pricing differences)
- Substitution of a different Learner (subject to Programme requirements)

Transfers may include an administrative fee, depending on the Programme and Partner constraints.

5. maentae or Partner initiated changes
5.1 Reschedule
If we reschedule a Programme and you cannot attend the new dates, you may request a transfer or a refund.

5.2 Cancellation by maentae
If we cancel a Programme, you may choose:
- a full transfer to another intake, or
- a full refund of Fees paid (excluding non refundable processing fees where applicable)

We are not responsible for travel or accommodation costs booked independently.

6. Self paced and digital Programmes
Because access to digital content may be granted immediately, refunds are limited.

- Within 14 days of purchase: refund may be granted only if the Learner has not accessed or started the content, and no certificate or assessment attempt has been issued.
- After 14 days, or after access has started: no refund.

7. Corporate and invoiced bookings
Corporate refunds and transfers may be governed by the signed agreement or quote terms.

If no separate agreement exists:
- the instructor led cancellation windows in Section 3 apply from the Programme start date
- substitutions are generally permitted with reasonable notice
- transfers are subject to availability and may require an administrative fee

8. Exceptional circumstances
We may consider exceptions at our discretion for documented circumstances such as serious illness or force majeure events. Supporting documents may be required.

9. How to request a refund
Email [support@maentae.com] with:
- Order number and Programme name
- Learner name
- Reason for request
- Preferred resolution (refund, transfer, substitution)

Approved refunds will be processed to the original payment method where possible within 30 business days.

10. Chargebacks and disputes
If you initiate a chargeback without contacting us first, we may suspend access and investigate. We encourage you to contact us to resolve issues quickly.