Refund Policy

A purchase becomes effective when Stripe confirms payment and KPMS provisions the corresponding access — an individual access period, a membership period, or organization seats and a licence expiration date.

KPMS delivers digital training content and provisions access immediately on confirmation, so training can begin right away. The refund windows in this policy are therefore limited and are conditioned on how much of the paid program has been used.

Our intent is a fair, commercially reasonable policy. Where KPMS has not delivered the value you paid for, we would rather correct the situation than keep the money.

Several parts of this policy turn on whether a learner or an organization has substantially used the training. KPMS assesses substantial use objectively, using the training records the platform already keeps.

For an individual learner, substantial use includes any of the following: completion of more than one training module; completion of, or substantive use of, twenty-five percent (25%) or more of the total training program measured against the KPMS program structure in effect at the time of purchase; starting the capstone simulation; earning the final Certificate of Completion; or other documented training activity demonstrating that a substantial portion of the paid program has been consumed.

Starting the capstone and earning the final Certificate of Completion are each an independent indicator of substantial use, regardless of the percentage of the program otherwise completed. The 25% measure is calculated by KPMS from the authoritative program structure, so it remains accurate if the curriculum is expanded or revised.

“Substantive training activity” means actual participation in lessons, assessments, simulations, capstone activity, or comparable training activity. Creating an account, accepting an invitation, signing in, being assigned a seat, or viewing account or billing information is not, by itself, substantive training activity.

For an organization, substantial use includes twenty percent (20%) or more of the purchased seats having substantive training activity. Merely assigning a seat does not, by itself, constitute substantive use. Organization training may also be considered substantially commenced where other documented material training activity supports that conclusion, subject to any applicable Organization / Institutional License Agreement or order form and to applicable law.

Individual Student Access may be eligible for a full refund when the request is made within 3 calendar days of the purchase becoming effective and the learner has not substantially used the training program, as described in Section 2.

The 3-calendar-day period begins when payment is confirmed and access is provisioned to the account, as described in Section 1. It does not begin when the learner first signs in, and it is not paused or restarted by a delay in signing in.

Because KPMS provides immediate access to digital training content, the 3-day period is not an unconditional free-use period. If substantial use has occurred, the purchase is generally non-refundable even where the request is submitted within the 3 calendar days.

After 3 calendar days, Individual Student Access is generally non-refundable, except for: duplicate charges; erroneous charges; documented billing errors; unauthorized charges where applicable; other exceptional circumstances specifically approved by KPMS; and any non-waivable rights provided by applicable law.

KPMS does not offer routine percentage-based or prorated refunds for Individual Student Access, and does not refund based solely on unused access days.

Where a refund is approved, the related 90-day access ends. Training history is preserved rather than deleted, and certificate treatment is governed by Section 8.

You may cancel at any time. Cancellation stops future renewal billing and takes effect at the end of the period you have already paid for; access continues through the applicable paid-through date. Cancellation does not automatically generate a refund of the current paid period.

Monthly charges already incurred are generally non-refundable, because access was available for the period charged.

Accidental-renewal exception: a renewal charge may be refunded where both of the following are met — the refund request is made within 7 calendar days of the renewal charge, and the customer has not engaged in substantive training activity during that new paid period, as described in Section 2. Merely signing in, viewing the account or billing page, or discovering the renewal does not by itself disqualify a customer from this exception. If substantive training activity has occurred during the new billing period, the renewal charge is generally non-refundable.

If a payment fails, a short grace period applies before access is locked. Reinstating a lapsed membership creates a new charge and a new monthly period.

Nothing in this section limits any non-waivable consumer right required by applicable law.

Employer seat-tier purchases (5, 10, 25, 50, and 100 seats) are annual licences. A full refund may be considered within 14 calendar days of the initial organization purchase where implementation or training has not substantially begun, as described in Section 2.

After the initial 14-calendar-day window, or once organization training has substantially commenced, annual employer licences are generally non-refundable, except for: duplicate charges; billing errors; unauthorized or erroneous charges; terms contained in an applicable written organization agreement; exceptional circumstances specifically approved by KPMS; and rights required by applicable law.

KPMS does not provide routine refunds or account credits merely because an organization purchased more seats than it ultimately used.

Additional seats purchased during an active organization licence inherit the organization’s existing licence expiration date. They do not extend or restart the licence term, and each additional-seat purchase is recorded as a separate transaction.

An additional-seat purchase may be eligible for a refund within 14 calendar days only for seats that have not been assigned and have not been used.

Once an additional seat has been assigned and substantive training activity has begun under that seat, that seat is generally non-refundable. KPMS does not provide routine refunds or credits merely because purchased seats ultimately went unused.

Organization renewals are separate transactions from additional-seat purchases. A renewal extends the licence term; an additional-seat purchase does not.

An erroneous or unintended organization renewal may be eligible for a refund where the request is made within 14 calendar days of the renewal transaction and material training activity has not occurred during the new renewal term. Otherwise, annual organization renewals are generally non-refundable.

Any separately executed Organization / Institutional License Agreement, proposal, quote, order form, statement of work, contract, or other written agreement may establish different refund or cancellation terms. Where an applicable executed agreement contains different terms, that agreement controls.

Per-student annual licences and annual site licences follow substantially the same refund principles as employer plans, including the 14-calendar-day initial window measured from the licence start date and the substantial-use assessment in Section 2.

Where a school or training-programme cohort is cancelled before training begins, KPMS may, at its discretion, transfer eligible unused and unassigned seats to another cohort or term, issue an account credit, or approve a refund. A school does not automatically have the right to choose which of these outcomes applies.

Any such outcome remains subject to KPMS approval, the circumstances of the request, and any applicable Organization / Institutional License Agreement, order form, proposal, or other written agreement.

Additional school seats purchased during an active term inherit the organization’s existing licence expiration date and do not extend the term.

Enterprise and custom arrangements are governed by the applicable proposal, quote, order form, statement of work, Organization / Institutional License Agreement, or other signed agreement.

Where that document contains refund, cancellation, credit, or termination provisions, those provisions control over this policy.

Enterprise and custom refund requests that require escalation are reviewed by an authorized KPMS Platform Administrator or other authorized KPMS representative, subject to the applicable agreement.

Financial status and training-completion status are treated separately. A Certificate of Completion that was legitimately earned is not automatically revoked solely because KPMS later approves a customer-service refund.

A Certificate of Completion may be revoked where appropriate for reasons including: fraud; unauthorized or fraudulent payment; a successful chargeback involving the underlying purchase where revocation is appropriate; an academic-integrity violation; a certificate issued in error; training requirements later determined not to have been satisfied; a material violation of the KPMS Terms of Service; or other documented circumstances that invalidate the underlying completion record.

Training history is preserved regardless of the termination of paid access, so completion can still be reviewed and audited.

Verified duplicate charges, wrong-plan charges, incorrect seat quantities, charges occurring after a documented cancellation, and other verified billing errors may be corrected or refunded regardless of the ordinary refund windows in this policy.

Tell us as soon as you notice an incorrect charge and include the receipt or purchase reference so we can verify and correct it quickly.

We ask that you contact KPMS first about any billing problem so we have an opportunity to investigate and resolve it directly, which is usually the fastest route to a correction.

Nothing in this policy waives or limits any right available to you through your bank, card issuer, payment network, or applicable law, and KPMS does not penalize a customer merely for exercising a lawful dispute right.

Where appropriate, KPMS may temporarily suspend the applicable paid access while a payment dispute or chargeback is being investigated. Training history is not automatically deleted because of a payment dispute.

Send your request to the KPMS support email at [SUPPORT EMAIL ADDRESS TO BE PROVIDED AND APPROVED BY OWNER], or submit it from the Request a Refund page in your KPMS account.

Include only what is reasonably necessary: your account email, the purchase or receipt reference, the plan purchased, and the reason for the request. Organization refund requests should be submitted by an authorized organization representative.

KPMS does not ask for unnecessary sensitive financial information, and KPMS will never ask you to send a complete credit-card number by email.

We aim to acknowledge refund requests within 3 business days.

Once a refund is approved, KPMS will submit the refund to the original payment method through Stripe as promptly as reasonably practicable, generally within 5–10 business days. Additional processing time imposed by your bank, card issuer, or payment network is outside KPMS’s control.

KPMS may make reasonable exceptions to this Refund Policy based on individual circumstances. An exception made in one situation does not create an obligation to make the same exception in another situation, and KPMS discretion does not override any non-waivable rights provided by applicable law.

Nothing in this Refund Policy is intended to limit or waive any refund, cancellation, or consumer protection right that cannot lawfully be waived under applicable law. If applicable law provides you with greater rights than this policy, applicable law controls.

Billing, privacy, and policy questions can be sent to the KPMS support email published on the KPMS website and in the KPMS application. Organization customers may also contact their KPMS account contact directly.