Refund policy

What this policy covers

This policy covers individual purchases made directly from The Legislative Centre for TLC Academy. Keep your order confirmation and payment reference. Free programmes have no fee to refund. Sponsored learners should contact the purchaser for financial requests; any refund is made to the payer.

Commissioned institutional programmes follow their signed cancellation and delivery agreement. Purchases made from another seller follow that seller’s process. Neither arrangement removes rights that apply under consumer law. Any different offer-specific cancellation rule must be clearly shown before purchase; an undisclosed exception does not override this policy.

Self-paced programmes

You may cancel within 14 calendar days after payment for a full refund if you have not submitted or attempted an assessed test or assignment and no certificate has been issued. Reading introductory content or asking for accessibility support does not by itself remove this cancellation option.

After that period, or once an assessment has been attempted or a certificate issued, a change of mind does not normally qualify for a refund. This does not affect remedies for a service we fail to provide, material misdescription or any statutory cancellation right.

Live, cohort and in-person programmes

If you cancel at least seven calendar days before the first scheduled session, we provide a full refund of the programme fee. If you cancel later but before the first session, we refund 50 percent of the fee, or you may request a transfer to a suitable later intake subject to availability. Once delivery starts, a change-of-mind cancellation does not normally receive a refund.

A new booking also has a 14-calendar-day cancellation option from payment where delivery has not begun and no assessed activity has been attempted or certificate issued. Where that option and the seven-day rule overlap, the more favourable applicable option applies.

Contact us as soon as possible about illness, bereavement, an accessibility barrier or another exceptional circumstance. We consider a transfer, reasonable adjustment or refund on the circumstances and explain the decision. We ask only for proportionate information and do not require an unnecessary medical history. Transfers and substitutions need our written confirmation and must satisfy entry and assessment requirements.

If we cancel or materially change delivery

If we cancel before delivery, you can choose a full refund or an available alternative; a credit note is not compulsory. If we materially change the dates, delivery format or promised content and you cannot reasonably accept the change, you can cancel the affected booking for a refund of the undelivered service.

If we cannot provide a material part after delivery has begun, we will offer an appropriate remedy, which may include replacement delivery or a proportionate refund. Where what was delivered is unusable for the agreed purpose, a full refund may be appropriate. Mandatory legal remedies take priority. Travel, accommodation and third-party costs are not automatically included, without limiting any liability imposed by law.

Duplicate payments and technical problems

A confirmed duplicate or excess payment is refunded to the payer after reconciliation. An unsuccessful payment that did not debit your account has nothing to refund. If M-Pesa debited your account but access was not confirmed, send the receipt reference so we can trace and correct the payment; never send your PIN.

Report an access or delivery problem promptly so we can investigate. We will not treat a problem with our service as a change-of-mind cancellation. If we cannot remedy a material failure within a reasonable time, an appropriate refund or other lawful remedy remains available. Failure to pass an assessment or attend a session that was delivered as agreed does not by itself create a refund entitlement.

How to request a refund

Use the contact routes below and mark the request ‘Refund’. Include your name, account email, programme or event, order number, payment date and transaction reference, and the reason for cancellation. The request date is when you first send it; a delay in our response does not move you outside an applicable cancellation window.

We aim to acknowledge requests within two working days and provide a decision within ten working days after receiving the information reasonably needed. Approved refunds are normally initiated within 14 calendar days of approval, or sooner where law requires. We explain any delay; banks and payment providers may take additional time to complete settlement.

Refunds go to the original payer through the original payment method where possible. If that is not possible, we agree a secure alternative with the verified payer. We do not charge an Academy administration fee for a refund under this policy. Refunded enrolment access and associated unused entitlements may be withdrawn. We provide confirmation of the refund and explain any effect on an issued credential.

Review and statutory rights

If you disagree with a decision, reply with the original reference and ask for review by an Academy manager. Explain which policy provision or circumstance you believe was missed. This policy provides service commitments in addition to rights under applicable law; it does not limit a statutory refund, cancellation or complaint remedy. The 14-day option above is an Academy policy commitment, not a claim that a single statutory cooling-off rule applies to every purchase.