Refund Policy

Last Updated: October 2025

1. OVERVIEW

MonkeyDo Learning is committed to providing high-quality digital learning solutions to our clients. This Refund Policy outlines the terms and conditions under which refunds may be requested and granted for our services.

2. SCOPE

This policy applies to all digital learning development services, e-learning courses, and training programmes provided by MonkeyDo Learning, including but not limited to:
- Custom e-learning module development
- Digital learning consultancy services
- Pre-developed online courses
- Training content packages
- Video production and animation services

3. REFUND ELIGIBILITY

3.1 Custom Development Projects
For bespoke digital learning development projects, refunds are considered on a case-by-case basis and are subject to the following conditions:

- Refund requests must be submitted within 14 days of project commencement
- No substantial work has been completed or delivered
- The client has provided written notice of cancellation
- Any refund granted will be proportional to work not yet commenced

3.2 Pre-Developed Courses
For pre-packaged e-learning courses or training modules:

- Full refund available within 7 days of purchase if no access has been granted
- Partial refund (50%) available within 7 days if less than 25% of the course has been accessed
- No refunds available after 7 days or if more than 25% of content has been accessed

3.3 Consultancy Services
For digital learning consultancy and advisory services:

- Refunds calculated on an hourly basis for services not yet rendered
- No refunds for completed consultation sessions
- Cancellation notice of at least 48 hours required

4. NON-REFUNDABLE ITEMS

The following are not eligible for refunds under any circumstances:

- Completed and delivered digital learning modules
- Customised content that has been developed to client specifications
- Third-party licensing fees or software subscriptions purchased on behalf of the client
- Services where final deliverables have been accepted by the client
- Costs associated with revisions beyond the agreed scope of work

5. REFUND REQUEST PROCESS

To request a refund, clients must:

5.1 Submit a written refund request via email to darren@monkeydolearning.com

5.2 Include the following information:
- Project or order reference number
- Invoice number and date
- Detailed reason for refund request
- Supporting documentation (if applicable)

5.3 Allow up to 10 business days for review and response

5.4 Provide any additional information requested during the review process

6. REFUND PROCESSING

6.1 Approved refunds will be processed within 14 business days of approval

6.2 Refunds will be issued to the original payment method used for purchase

6.3 Bank processing times may vary and are beyond MonkeyDo Learning's control

6.4 Clients will receive written confirmation once the refund has been processed

7. PROJECT CANCELLATION

7.1 Client-Initiated Cancellation
If a client cancels a project after work has commenced:
- Payment for all work completed to date is required
- Any deposits or advance payments are non-refundable
- Clients retain rights to deliverables completed prior to cancellation

7.2 MonkeyDo Learning-Initiated Cancellation
If MonkeyDo Learning cancels a project:
- Full refund of all payments made
- Delivery of any completed work at no additional charge
- Reasonable efforts to recommend alternative providers if requested

8. QUALITY GUARANTEE

8.1 We stand behind the quality of our work. If deliverables do not meet the agreed specifications, we will:
- Revise the work at no additional charge
- Work with the client to achieve satisfactory outcomes
- Consider partial refunds if resolution cannot be achieved

8.2 Quality concerns must be raised within 30 days of delivery

8.3 Concerns must be documented with specific examples and references to agreed specifications

9. EXCEPTIONAL CIRCUMSTANCES

Refunds may be considered outside the standard policy terms in cases of:
- Serious illness or bereavement affecting the client's ability to proceed
- Unforeseen business circumstances leading to project cancellation
- Technical issues preventing access to delivered content (where resolution is not possible)

All exceptional circumstances will be reviewed individually and require supporting documentation.

10. DISPUTE RESOLUTION

10.1 If a refund request is denied and the client disputes the decision:
- The client may request a review by senior management
- Both parties agree to attempt resolution through good faith negotiation
- Mediation may be pursued before legal action is considered

10.2 This policy is governed by the laws of Western Australia

10.3 Disputes will be subject to the jurisdiction of Western Australian courts

11. CHANGES TO THIS POLICY

MonkeyDo Learning reserves the right to modify this Refund Policy at any time. Changes will be:
- Published on our website at www.monkeydolearning.com
- Effective immediately upon posting
- Applied to transactions occurring after the update date
- Not applied retroactively to existing contracts or purchases

12. CONTACT INFORMATION

For questions regarding this Refund Policy or to submit a refund request, please contact:

Darren Ramsey
MonkeyDo Learning
Email: darren@monkeydolearning.com

We aim to respond to all enquiries within 2 business days.

13. ACKNOWLEDGEMENT

By engaging MonkeyDo Learning's services or purchasing our products, clients acknowledge that they have read, understood, and agree to be bound by this Refund Policy.

MonkeyDo Learning
Digital Learning Development
Western Australia