1. Eligibility
Refund protections apply to learners who purchase seats directly from Urbadan and who have not yet accessed more than twenty percent of live facilitated hours or downloadable artifacts marked “cohort confidential.”
Refund & intake rules
These rules align with common Singapore consumer expectations for education services sold directly to individuals or teams. Enterprise procurement may follow separate master agreements—request that template before invoicing.
2. Cooling-off timeframe
Where applicable law provides a cooling-off period, you may cancel within fourteen (14) calendar days of payment confirmation without stating a reason, provided cohort materials have not been substantially consumed as defined in section one.
3. Full refunds
Full refunds apply when Urbadan cancels a cohort, fails to deliver advertised facilitator contact hours, or cannot provide reasonable substitute coaching within thirty days.
4. Partial refunds & credits
If a learner withdraws after the cooling-off window but before the midpoint of scheduled sessions, we may offer a partial credit (not cash) toward a future cohort, calculated from unused hours minus a reasonable administrative fee disclosed on the invoice.
5. Non-refundable items
Third-party exam vouchers, bespoke vendor sandboxes, and shipping for printed materials are non-refundable once ordered. Application fees for custom assessments are also non-refundable.
6. Process & timelines
Email [email protected] with your invoice number, cohort name, and reason. We acknowledge within three business days and decide within ten business days unless more investigation is needed (e.g., attendance logs). Approved refunds return to the original payment method within fourteen business days subject to bank rails.
7. Cancellations & exceptions
Employers may substitute named learners before day one without penalty. Force majeure events (government travel advisories, venue closures) trigger rescheduling first; if rescheduling fails twice, learners receive a full refund. Nothing here limits non-waivable rights under the Consumer Protection (Fair Trading) Act or other applicable Singapore law.