Refund policy
OVERVIEW
The Services offer three types of products: physical books, digital books (e-books), and online courses (including CPD and non-CPD programs), created in partnership with ImmiMentor Inc. as described in our Terms of Service. Because these products are different in nature, they are subject to different return and refund rules, set out below.
Physical Books
Physical books are printed on demand after you place your order. Because each copy is printed specifically for your order, physical book purchases are final sale and not eligible for return or exchange for reasons of change of mind.
This does not affect your right to a replacement or refund if:
(a) your book arrives defective, damaged, or misprinted;
(b) you receive the wrong title; or
(c) your order is not delivered within 30 days of the date you placed it and delivery is not otherwise delayed by a cause outside our control that we have notified you of.
Please inspect your order upon reception and contact us here within 30 days of receiving your book if any of the above applies, so we can evaluate the issue and make it right.
Digital Books (E-books)
Because digital books are delivered electronically and cannot be "returned" once accessed, all e-book purchases are final sale and not eligible for return, exchange, or refund, except where:
(a) you did not receive access to the e-book due to a technical error on our part; or
(b) the file delivered is materially different from its description at the time of purchase (for example, missing content or the wrong title).
If either exception applies, contact us here within 30 days of purchase and we will investigate and, where appropriate, provide a corrected file or a refund.
Online Courses (including CPD Programs)
All courses, including any Continuing Professional Development ("CPD") or other accredited programs, are created and owned solely by ImmiMentor Inc. ("ImmiMentor"), as described in our Terms of Service. Course purchases are final sale and not eligible for return, exchange, or refund once access has been granted, except where:
(a) you did not receive access to the course due to a technical error on our part;
(b) the course content delivered is materially different from its description at the time of purchase; or
(c) the course was described as CPD-accredited or otherwise professionally accredited at the time of your purchase, and that accreditation is subsequently revoked or suspended by the College of Immigration and Citizenship Consultants or other relevant accrediting body in a manner that affects credit already earned or in progress.
If any of these exceptions applies, contact us here and we will investigate together with ImmiMentor. Because ImmiMentor is the creator, owner, and, where applicable, accreditation holder of all course content, the cost of any refund issued under exception (b) or (c) above will be borne by ImmiMentor; we act only as the technology and payment platform through which the refund is processed back to you.
Exceptions / Non-Returnable Items
In addition to the product-specific rules above, we do not accept returns or refunds for gift cards or for any item purchased on sale or clearance, except where required by law.
Chargebacks
If you believe you are entitled to a refund under this policy, we ask that you contact us first so we can resolve the issue directly — this is typically faster than a credit card chargeback. Please note that this policy governs refunds requested directly from us; it does not limit any right you may separately have to dispute a charge with your card issuer.
Refunds
We will notify you once we've reviewed your request and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us here.