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Cole Aesthetics Academy · Legal
Refund Policy
Our courses are digital and are made available to you immediately after purchase. This policy explains our no-refund position, the one legal exception you should know about, and the situations where we will still put things right.
Last updated: 7 August 2026
01
The short version
Once course access has been granted, we do not offer refunds
Our courses are digital content delivered instantly. When you complete your purchase you ask us to give you access straight away, and in doing so you agree to give up the statutory cancellation period that would otherwise apply.
After that point we do not offer refunds, part-refunds, credits, transfers or exchanges — including where a course has not been started, where an assessment has not been submitted, or where a certificate has not been claimed.
Please be sure a course is right for you before you buy it. Read the course description, check our Course Eligibility Policy, and ask us any question you have first.
After that point we do not offer refunds, part-refunds, credits, transfers or exchanges — including where a course has not been started, where an assessment has not been submitted, or where a certificate has not been claimed.
Please be sure a course is right for you before you buy it. Read the course description, check our Course Eligibility Policy, and ask us any question you have first.
02
Why the policy works this way
There is no way to return digital content. The moment a course is unlocked, its full value has been delivered — the videos can be watched, the modules can be read, and the material cannot be handed back.
A refund policy that allowed content to be consumed and then returned would make courses unviable to produce, and would be unfair to every practitioner who paid and completed properly. That is why the industry standard for instant-access online learning is a no-refund position, and why ours works this way.
03
Your statutory cancellation right, and how it is waived
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer buying online normally has 14 days to cancel.
For digital content, that right is lost where you expressly consent to the content being supplied before the 14 days have passed, and acknowledge that you will lose the right to cancel as a result.
At checkout you are asked to give exactly that consent before your order can be completed. By ticking the box and placing your order, you:
- Ask us to supply the course content immediately, without waiting 14 days.
- Acknowledge that you lose your right to cancel once access has been granted.
- Confirm that you have read and accepted this Refund Policy.
If you would prefer to keep your cancellation right, do not access the course. Contact us within 14 days of purchase and before opening any course content, and we will cancel the order and refund you in full.
04
Situations where a refund is not available
To be clear, we do not refund in any of the following circumstances:
- You changed your mind after gaining access.
- You bought the wrong course, or bought the same course twice by mistake after accessing both.
- You have not started the course, or have not submitted your assessment.
- You no longer have time to complete the course.
- The course was more advanced, or less advanced, than you expected.
- An insurer, employer, regulator or supplier did not accept the certificate or CPD credits.
- You enrolled without prior aesthetics training and later found the material unsuitable.
- You disagree with an assessment outcome, or your certificate has been withheld or revoked.
- Your access was withdrawn because you breached our terms, shared your account, or misused our material.
- You closed your account or asked for your data to be deleted.
05
Where we will put things right
This policy does not remove your legal rights. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. Where it is not, you are entitled to a repair, a replacement or a refund.
So we will always help where:
- You paid but never received access, and we cannot resolve it.
- The course is not as described on the course page in a significant way.
- Course content is substantially faulty, missing or corrupted and we cannot fix it.
- You were charged twice for the same course in error, and did not access the duplicate.
- You were charged the wrong amount, or charged after cancelling before access was granted.
- We withdraw a course before you had a fair opportunity to complete it.
In most of these cases the first step is to fix the problem — restore your access, replace the faulty material or correct the charge. Where we genuinely cannot, we will refund you.
06
Technical problems
If you cannot access a course you have paid for, tell us before assuming it is lost. Most access problems are simple and we can usually resolve them quickly.
Email [email protected] with the email address used at purchase, the course name, and a description of what happens when you try to access it. A screenshot helps.
A technical problem we can fix is not grounds for a refund, but a technical problem we cannot fix is. We will not leave you paying for something you cannot reach.
07
The Cole Elevation Evaluation
The Cole Elevation Evaluation is a personalised service rather than a course, so it works slightly differently.
Once we have begun work on your evaluation — which starts as soon as we receive your intake information — the fee is non-refundable, because the work has been carried out specifically for you and cannot be resold or reused.
If you need to move your one-to-one call, we will happily rearrange it with reasonable notice. Missing a scheduled call without notice does not entitle you to a refund, but we will normally offer one rearrangement as a courtesy.
08
How to request a refund
If you believe your situation falls within section 05, email [email protected] with:
- Your full name and the email address used at purchase.
- The course name and the date of purchase.
- Your order number, if you have it.
- A clear explanation of the problem, with screenshots if relevant.
We aim to acknowledge refund requests within five working days and to give you a decision within fourteen days. Where a refund is due, it is returned to the original payment method within fourteen days of us agreeing it. Your bank or card provider may take a few days more to show it.
09
Chargebacks
If you have a problem, please come to us first. Raising a chargeback with your bank or card provider before contacting us usually takes longer than simply emailing us.
Where a chargeback is raised on a course that was properly supplied and accessed, we will contest it and provide the payment provider with the purchase record, the access log and your acceptance of this policy at checkout. We may also suspend the account while the dispute is open.
10
Ask before you buy
Almost every refund request we receive could have been avoided by a two-minute conversation beforehand. If you are unsure whether a course suits your background, your scope of practice or your insurance, email [email protected] first. We will tell you honestly if it is not right for you.
Questions about this policy?
If anything here is unclear, or you need this information in another format, get in touch and we will help.
Online continuing professional development for qualified aesthetic practitioners — led by Steven Cole, Level 7 Advanced Aesthetics Practitioner and Business Development Coach.
Our courses are theory-based online learning intended to extend existing knowledge. They are not a substitute for hands-on, supervised clinical training, and completion does not confer any licence or authority to perform treatments. Practitioners remain responsible for working within their own scope of practice, insurance and regulatory requirements.
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