Refund Policy
We want you to feel confident about your investment in learning. Our refund policy explains when and how refunds are processed for PortalXen network troubleshooting courses.
Last Updated: March 20251Eligibility for Refunds
Refund requests are considered under specific circumstances. We evaluate each case individually while maintaining consistent standards across all learners.
Before Course Starts
Full refund available if requested at least 10 business days before the scheduled start date. No questions asked, though we'd appreciate feedback.
First Week Window
Partial refund (80%) available within the first 7 days if you've accessed less than 15% of course materials. This gives you time to evaluate fit.
Technical Issues
Full or partial refund may be issued if platform problems prevent course access, provided issues are reported within 48 hours of occurrence.
After completing more than 15% of course content, refunds aren't typically available. We've found this threshold indicates genuine engagement with material.
2How to Request a Refund
The refund process is straightforward. We try to keep paperwork minimal while gathering enough information to process your request properly.
Submit Written Request
Email contact@portalxen.com with "Refund Request" in the subject line. Include your full name, course name, enrollment date, and reason for requesting refund. Brief explanations work fine.
Request Review
Our team reviews your request within 3 business days. We'll check enrollment records, course access data, and eligibility criteria. You'll receive an email confirming receipt immediately.
Decision Notification
Within 5 business days of review, we'll email our decision. If approved, we'll outline the refund amount and expected processing timeline. If denied, we'll explain why.
Processing Payment
Approved refunds are processed to your original payment method within 7-10 business days. Bank processing may add another 3-5 days depending on your financial institution.
3Refund Scenarios
Medical or Family Emergency
We understand life happens unexpectedly. If medical issues or family emergencies prevent course completion, contact us within 14 days of the incident. We'll work with you on a refund or defer enrollment to a future session. Documentation may be requested but we keep requirements reasonable.
Course Cancellation by PortalXen
If we cancel a course for any reason, you'll receive a full refund automatically within 10 business days. Alternatively, we can transfer your enrollment to the next available session at no extra cost. Your choice entirely.
Duplicate Enrollment
Accidentally enrolled twice? It happens more than you'd think. Contact us within 30 days and we'll refund the duplicate payment in full. Just let us know which enrollment you want to keep active.
Course Content Mismatch
If course content significantly differs from what was described at enrollment, partial refunds may be considered within the first 10 days. We take content accuracy seriously and want to address genuine mismatches promptly.
4Non-Refundable Items
Some items aren't eligible for refunds under any circumstances. This helps us manage costs and maintain course quality for everyone.
What We Don't Refund
- Administration or enrollment processing fees (typically $25-50 per course)
- Downloaded course materials, workbooks, or software tools after access
- Completed courses where certificates have been issued
- Third-party certification exam fees paid through our platform
- Add-on services like one-on-one mentoring sessions already conducted
- Course bundles after individual courses within bundle have been started
These exclusions apply even if you're eligible for partial refunds on the main course fee. We'll clearly break down any non-refundable portions when processing your request.
5Payment Method Processing
Refunds return to your original payment method unless that's not possible. Processing times vary based on how you paid.
Credit/Debit Cards
Refunds appear within 7-10 business days after processing. Your bank may take an additional 3-5 days to post the credit to your statement.
PayPal
Refunds typically show in your PayPal account within 5-7 business days. You'll receive PayPal notification when funds are available.
Bank Transfer
Direct bank transfer refunds take 10-14 business days. We'll need your current banking details if they've changed since enrollment.
Company/Institutional Payment
Refunds to organizational accounts follow the same timeline but may require additional verification steps with your finance department.
If your original payment method is no longer valid, we'll contact you to arrange an alternative refund method. This might add 3-5 business days to the overall timeline.
6Partial Refund Calculations
When partial refunds apply, we calculate the amount based on several factors. The calculation aims to be fair while accounting for resources already provided.
How We Calculate Partial Amounts
- Course completion percentage (based on modules accessed and assessments started)
- Time elapsed since course start date (not just active learning time)
- Resources downloaded or accessed (videos, documents, tools)
- Instructor interaction hours (if applicable to course type)
- Platform usage and support tickets submitted
Most partial refunds range from 30% to 80% of the course fee, minus non-refundable items. We'll provide a detailed breakdown showing how we arrived at the specific amount.
7Dispute Resolution
If you disagree with a refund decision, you can request a review. A different team member examines your case with fresh perspective.
Submit dispute appeals to contact@portalxen.com within 10 business days of the original decision. Include any additional information that might support your case. The review process takes 5-7 business days.
Appeal decisions are final. If still unsatisfied, you may pursue resolution through standard consumer channels in Australia, though we genuinely try to resolve issues before that becomes necessary.
Questions About Refunds?
Our team is available to discuss refund eligibility before you submit a formal request. Sometimes we can find alternatives that work better than refunds, like transferring to a different course or deferring enrollment.