Refund Policy & Guarantee Terms

1. Scope of Services

MS Endpoint Academy delivers two distinct categories of educational services governed by adapted legal conditions:

2. SaaS Simulator & Digital Subscriptions

Pursuant to digital content consumer rights regulations (EU Directive 2011/83/EU on digital services supplied immediately upon purchase):

• 14-Day Cooling-off Period: Valid provided substantial digital execution has not commenced.
• Fair Evaluation Consumption Threshold: A full refund is granted if the candidate has attempted fewer than 20 practice questions in total and has not generated or completed any full-length mock exams (Exam Mode). Beyond this threshold, digital learning content is deemed fully consumed.
• Pre-Purchase Trial Safeguards: Our 7-Day Free Trial and complimentary 10-Question Diagnostic allow students to fully test simulator functionality before payment. Subscription renewals are non-refundable once the billing period has commenced (cancellations can be made at any time without fees for subsequent cycles).
• AI Explanations & Resource Protection: Any automated scraping attempt, batch extraction of questions, or abnormal account usage immediately invalidates refund eligibility.

3. Live Training Sessions & Coaching Bookings

Live session bookings require reserved instructor calendar commitments and dedicated cloud lab tenant provisioning:

• More than 14 calendar days prior to session: 100% full refund or complimentary rescheduling to a future cohort upon candidate request.
• Between 7 and 14 calendar days prior to session: 50% refund (covering trainer retention and administrative scheduling fees) or one-time complimentary rescheduling.
• Fewer than 7 calendar days prior to session: Strictly non-refundable due to instructor schedule lock and non-recoverable lab cloud provisioning.
• No-Shows: Absence without prior written notice of at least 48 hours forfeits the entire session booking fee.

4. Ineligibility & Anti-Fraud Criteria

A refund request will be systematically declined under any of the following circumstances:

• The statutory 14-day window has expired from the original Stripe invoice date.
• A certificate of completion or assessment badge has already been generated or awarded on the account.
• Account sharing, credential distribution, multiple concurrent geographical logins, or violation of our Terms of Service.
• Purchases billed under custom Enterprise Master Service Agreements or professional training grants.

5. Claim Submission & Stripe Timelines

Eligible refund requests must be submitted in writing to our support team with your Stripe order reference. Activity telemetry is audited within 24 to 48 business hours. Upon approval, refunds are issued immediately back to your original payment card via Stripe. Funds typically reflect within 5 to 10 business days depending on your banking institution.