Both are requested from inside your account, and both are decided by a person at MSAMM. The Refund Policy is the document that governs; this article describes how to ask.
Hour packages
- Within 14 days of purchase you can ask for a refund of the hours you have not used.
- They are refunded at the price you actually paid per hour, so a volume discount you received is honoured rather than recalculated.
- Hours already spent on work that was done are not refundable.
- Request it from Hour balance.
Courses
- Within 14 days of purchase, provided you have completed fewer than 20% of the lessons and have not attempted the assessment.
- Request it from My courses.
- If it is approved your access to that course ends, so ask before you need the material rather than after.
After you ask
An administrator reviews the request and records a decision with a reason, which is sent to you. Approval and the money arriving are two separate moments: the platform ends access or returns the hours immediately, and the transfer itself is made by a person afterwards.
Asking outside these windows
You may always ask. The windows above are what the policy grants automatically; a request outside them is read by a person rather than refused by the system.
If this does not answer your question, raise a ticket and we will pick it up. Reading the knowledge base costs you no hours.