This Refund & Cancellation Policy applies to all course fees paid to Sandoz Spa LLC ("Sandoz Academy") through sandozacademy.com or any other channel. It forms part of our Terms & Conditions. All fees are charged and refunded in US Dollars (USD).
1. Live courses (in-person or live online)
| When you cancel | Refund |
|---|---|
| Within 48 hours of payment, and at least 14 days before the start date | 100% refund |
| 14 or more days before the start date | 100% refund |
| 7–13 days before the start date | 50% refund, or free transfer to a later intake |
| Less than 7 days before the start date | No refund; one transfer may be offered at our discretion |
| After the course has started | No refund for attended or missed sessions |
2. Recorded / self-paced digital courses
You may request a full refund within 7 days of purchase provided you have accessed less than 20% of the course content and have not downloaded course materials or a certificate. After that, digital content is non-refundable because it has been delivered.
3. Diploma and multi-module programmes
For the Professional Diploma and other multi-module programmes, the table in section 1 applies to the programme start date. After the programme begins, you may withdraw and receive a pro-rata refund for modules that have not yet started, minus an administration fee of 10% of the total programme fee.
4. Instalment payments
If you pay in instalments and cancel, refunds are calculated on the total programme fee under this policy. Any instalments due for sessions already delivered remain payable. Future scheduled instalments will be cancelled once your cancellation is confirmed.
5. Transfers and substitutions
- You may transfer to a later intake of the same course once, free of charge, if requested at least 7 days before the start date.
- You may substitute another person in your place before the course starts at no charge by emailing us their details.
- Transferring to a more expensive course requires payment of the difference; transfers to a cheaper course are refunded the difference under this policy.
6. Cancellation or changes by Sandoz Academy
If we cancel or postpone a course, or make a material change to it (for example, changing from in-person to online without your agreement), you may choose:
- a full refund of the fees paid for that course; or
- a transfer to another date or course of equal value.
We are not responsible for travel, accommodation or other costs you incur.
7. Non-refundable items
- Fees for sessions already delivered or accessed.
- External exam or professional-body registration fees paid on your behalf to third parties.
- Bank charges, currency conversion and foreign transaction fees applied by your card issuer.
- Fees for students removed due to serious misconduct, as described in our Terms.
8. How to request a refund or cancellation
- Email support@sandozacademy.com with the subject "Refund request".
- Include your full name, the course name and start date, the email used for payment, and your payment receipt or Stripe transaction reference.
- We will acknowledge your request within 2 business days and confirm the outcome within 5 business days.
Your cancellation date is the date we receive your email.
9. Refund processing
Approved refunds are issued to the original payment method through Stripe within 5–10 business days of approval. Depending on your bank, it may take additional time for the funds to appear. We cannot refund to a different card or account. Refunds are made in USD; the amount you receive in your local currency may differ due to exchange rates.
10. Chargebacks
Please contact us before disputing a charge with your bank. We aim to resolve every concern quickly and fairly. If a chargeback is opened, access to the course may be suspended until the dispute is resolved, and we will share enrollment and delivery records with the payment processor.
11. Statutory rights
Nothing in this policy affects your rights under applicable consumer protection laws, including UAE Federal Law No. 15 of 2020 on Consumer Protection.
12. Contact
Sandoz Spa LLC, Sharjah Media City, Sharjah, United Arab Emirates. Email: support@sandozacademy.com.