Refund policy

Refund policy

Last updated: January 2024

Refund Policy

IMPORTANT INFORMATION: This refund policy outlines the circumstances under which Stopgap will process refunds and the steps involved. Please read carefully before making your purchase.

1. Overview

Stopgap is committed to customer satisfaction. This Refund Policy explains when refunds are available, the refund process, and important conditions that apply.

2. Refund Eligibility

2.1 30-Day Money-Back Guarantee (Paid Courses)

For individual paid courses, we offer a 30-day money-back guarantee from the date of purchase:

  • You have 30 days from purchase to request a refund
  • Your reason must fall within our eligible categories
  • You must request through our official support channel
  • Refunds are processed to your original payment method

2.2 14-Day Subscription Cancellation Window

For subscription plans, you may cancel within 14 days of your initial subscription purchase:

  • 14-day window applies to first subscription purchase only
  • Full refund if no courses have been substantially accessed
  • Cancellation after 14 days ends subscription at end of billing period

2.3 Eligible Refund Reasons

Refunds will be considered for:

  • Technical issues preventing course access
  • Course content differs significantly from description
  • Course is incomplete or abandoned by instructor
  • Substantially lower quality than expected
  • Duplicate purchase
  • Payment error or duplicate charges

2.4 Non-Refundable Circumstances

Refunds will NOT be granted for:

  • Personal change of mind
  • Insufficient time to complete
  • Significant course progress (typically >30%)
  • Certificates have been issued
  • Heavily discounted courses (>50% off)
  • Bundle packages after accessing multiple courses
  • Expired refund window

3. Refund Process and Procedure

3.1 Initiating a Refund Request

To request a refund:

  1. Log into your account
  2. Navigate to "My Purchases" or "My Courses"
  3. Select the course/subscription for which you seek refund
  4. Click "Request Refund"
  5. Select reason and provide details
  6. Submit your request

Alternatively, email support@stopgap.com with your order number and reason.

3.2 Review and Decision Timeline

  • Initial Review: 3-5 business days
  • Decision Communication: 5-7 business days
  • Refund Processing: 3-5 business days
  • Funds Availability: 5-10 business days

4. Course Access During Refund Process

  • You may continue accessing during review period
  • If approved, access will be revoked after processing
  • Any issued certificates will be invalidated

5. Refund Method and Processing

5.1 Refund to Original Payment Method

All refunds are processed to the original payment method used:

  • Credit/Debit Cards: Credit back to your card (5-10 business days typical)
  • Digital Wallets: Returned to digital wallet account
  • Bank Transfers: Sent to registered bank account

6. Special Circumstances

6.1 Technical Issues

If you cannot access courses due to platform issues, we will attempt immediate resolution. Refunds may be granted if issues prevent learning.

6.2 Duplicate Charges

If charged twice for the same course, contact us immediately with documentation. Duplicate charge refunds may be expedited.

6.3 Billing Errors

Contact billing@stopgap.com with details. We will investigate and correct any billing errors promptly.

7. Appeals Process

If your refund request is denied, you will receive explanation in the denial email. You may appeal within 7 days by providing additional information or evidence.

8. Contact and Support

For refund requests or concerns: