Refund Policy

Legal Entity Details

PT Phitagoras Global Duta, a company established under the laws of the Republic of Indonesia, with its registered office at Ruko Bidex Blok F3 & F5, Jl. Pahlawan Seribu, BSD City, Serpong, South Tangerang 15321, Indonesia, trading as "Phitagoras Training & Consulting" and referred to in this Policy as "Phitagoras".

1. Purpose and Scope

Phitagoras is committed to handling refund requests fairly, consistently, promptly, and transparently. This Policy applies to NEBOSH e-learning course fees purchased from Phitagoras and explains how related NEBOSH examination or assessment registration fees are handled.

The e-learning course fee and the NEBOSH examination or assessment registration fee are separate components. Eligibility for a refund of one component does not automatically create eligibility for a refund of the other.

2. Definitions

3. E-Learning Course Fee

A learner may request a full refund of the e-learning course fee only where all of the following conditions are met:

• The request is received within 7 calendar days after purchase;
• LMS-recorded overall course progress is 5% or less;
• No quiz, assignment, practical activity, or assessment has been attempted or submitted;
• No restricted course material has been downloaded; and
• The learner has not been registered by Phitagoras for the relevant NEBOSH assessment.

Account activation or a necessary login solely to confirm access will not, by itself, make a learner ineligible, provided the LMS conditions above remain satisfied. LMS records will be the primary operational record.

Exceptional circumstances may be considered by authorised management on a documented case-by-case basis.

A change of mind, schedule change, failure to complete the course, or failure to use it within the Course Access Period will not qualify once the conditions for a full refund are no longer met.

4. Course-Fee Decision Guide

5. NEBOSH Examination and Assessment Registration Fees

NEBOSH examination and assessment registration refunds are governed by the NEBOSH Refunds Policy and Procedure current at the time the request is made. Eligibility, qualifying circumstances, evidence, deadlines, refund percentages, and processing periods may change and will be determined under that policy.

The current NEBOSH policy should be checked at: www.nebosh.org.uk/policies-and-procedures/. Any figures communicated separately by Phitagoras are indicative only and must be verified against the current NEBOSH policy.

Before the Examination Closing Date

Where a learner is withdrawn before the relevant Examination Closing Date, Phitagoras will submit or process any eligible registration-fee refund in accordance with the current NEBOSH policy. This does not make the course fee refundable.

After the Examination Closing Date

After the closing date, a refund will be available only where the current NEBOSH policy permits it and the required supporting evidence is accepted. Phitagoras does not guarantee a NEBOSH decision.

6. Qualifying and Non-Qualifying Circumstances

NEBOSH component

Qualifying and non-qualifying circumstances will be assessed exclusively under the NEBOSH Refunds Policy and Procedure current at the time of request. Examples may include documented medical grounds, bereavement, jury service, service posting, or other circumstances recognised by NEBOSH. Work commitments, holidays, family arrangements, or diary changes may not qualify. These examples are illustrative and do not override NEBOSH's current rules.

Phitagoras component

Course-fee eligibility is determined under Sections 3 and 4 of this Policy. A discretionary exception must be approved and recorded by authorised management.

7. Alternatives to Refund

Where suitable, Phitagoras may first offer a course transfer, assessment deferral, participant substitution, replacement access, or an extension of the Course Access Period. These alternatives require agreement and may be subject to NEBOSH rules, availability, deadlines, or reasonable administrative conditions. A learner is not required to accept an alternative where mandatory law gives a right to a refund.

8. Corporate and Group Purchases

• The purchase order, invoice, written quotation, and corporate agreement form part of the applicable commercial terms.
• For group purchases, refund eligibility is assessed per allocated seat using the actual amount paid, after allocating any package discount proportionately.
• Participant substitution will normally be offered before a refund, provided the substitute has not started the course and any NEBOSH deadline or registration restriction is satisfied.
• Approved refunds are paid to the Original Payer unless the parties agree otherwise in writing.
• Cancellation by a corporate purchaser does not automatically cancel or refund an individual learner's completed or substantially used access.

9. Packages, Discounts, and Vouchers

Refunds for packages, discounted purchases, or voucher-supported transactions are calculated from the net amount actually paid and allocated to the refundable item, not from the published list price. A non-cash or promotional voucher has no cash-refund value unless its terms or applicable law state otherwise.

10. How to Request a Refund

Requests must be sent through the trackable channel stated in Section 22 and include:

• Learner's full name and registered email address;
• NEBOSH learner number, if applicable;
• Course or qualification name; purchase date; and assessment date, if applicable;
• Payment or transaction reference and identity of the Original Payer;
• Reason for the request and the remedy sought; and
• Supporting evidence, where applicable.

Submission does not guarantee approval. Where required, Phitagoras may submit a request to NEBOSH on the learner's behalf.

11. Supporting Evidence and Personal Data

Phitagoras will process personal data supplied with a refund request only to assess, administer, document, and audit the request; comply with legal or regulatory obligations; prevent misuse; and, where relevant, submit the request to NEBOSH. The processing basis and notices must comply with applicable Indonesian personal-data law and Phitagoras's privacy notice.

Access will be limited to authorised Phitagoras personnel, relevant service providers, professional advisers, regulators, and NEBOSH where necessary. Medical and hospital evidence may contain specific personal data and should include only what is reasonably necessary.

Where information is sent to NEBOSH or another recipient outside Indonesia, a cross-border transfer may occur. Phitagoras will apply the notices and safeguards required by applicable law. Evidence of such transfers will be retained for three (3) years and then securely deleted or anonymised, unless a longer retention period is required by applicable law.

12. Phitagoras Service Levels

• Receipt of a complete request will be acknowledged within 2 Working Days.
• A course-fee decision will normally be issued within 10 Working Days after all required information is received.
• An approved Phitagoras-controlled refund will normally be initiated within 14 Working Days after approval.
• Requests requiring a NEBOSH decision will follow NEBOSH's then-current review and payment timetable.

A bank, card issuer, payment gateway, international transfer provider, or other financial institution may require additional time after Phitagoras initiates payment.

13. Refund Recipient, Method, Currency, and Charges

An approved refund will normally be returned to the Original Payer using the original payment method. If that method is unavailable, Phitagoras may request verified bank details and additional identity or authority documents.

Unless mandatory law or written terms require otherwise, a refund is calculated from the net amount received and attributable to the refundable component. Non-refundable payment-gateway charges, cross-border transfer fees, correspondent-bank fees, and exchange-rate differences are borne by the payer and may reduce the amount received. Phitagoras does not impose an additional administrative deduction for a full refund caused solely by Phitagoras's cancellation or inability to provide the purchased course.

Course fees are stated without a VAT component; therefore, the refund calculation does not include a separate VAT reversal.

14. Duplicate Payments

A verified duplicate charge for the same transaction will be refunded to the Original Payer. The payer must provide transaction records reasonably required for verification.

15. Technical Issues

Technical difficulties must first be reported to Phitagoras so reasonable assistance can be provided. A refund will not be issued for an unstable internet connection, unsupported device or browser, local device settings, corporate network restrictions, or incorrect credentials, except where mandatory law requires otherwise.

If a significant verified failure originating from the Phitagoras platform prevents access and Phitagoras cannot provide a reasonable solution, the case will be reviewed individually under Section 4.

16. Course Cancellation and Force Majeure

If Phitagoras cannot provide the purchased course, it will offer an appropriate remedy, which may include transfer, replacement or extended access, or a full or partial refund. No administration fee will be withheld from a refund for a cancellation solely by Phitagoras.

Phitagoras is not responsible for delay or failure caused by events beyond its reasonable control, including natural disaster, epidemic, government action, serious infrastructure or telecommunications failure, civil disturbance, or disruption to a NEBOSH assessment. Phitagoras will take reasonable steps to reduce the impact and will offer a lawful and proportionate remedy. NEBOSH registration-fee outcomes remain subject to NEBOSH's current policy.

17. Chargebacks

The payer should contact Phitagoras before initiating a card or bank chargeback. During an active payment dispute, Phitagoras may temporarily suspend the affected course access where permitted by law. A dishonest, duplicate, or abusive chargeback may result in recovery of amounts properly due and restriction of access, without limiting mandatory consumer rights.

18. Misuse and Academic Integrity

A refund may be refused where the request is connected with account sharing, unauthorised copying or distribution, fraudulent payment activity, material breach of the applicable terms, or academic-integrity misconduct. Any refusal must be documented, proportionate, and consistent with mandatory law and applicable NEBOSH requirements.

19. Complaints and Appeals

A learner or payer who disagrees with a Phitagoras refund decision may submit a written appeal within 10 Working Days after the decision by contacting Phitagoras through the designated customer support email. The appeal will be reviewed by Phitagoras in accordance with its applicable complaints and appeals process. A NEBOSH decision may be challenged only through the route permitted by NEBOSH's current policies.

20. International Learners

The general conditions in this Policy apply regardless of where the learner accesses the course. Payment charges, exchange rates, data transfers, mandatory consumer rights, and NEBOSH requirements may vary by jurisdiction. Nothing in this Policy excludes rights that cannot lawfully be excluded.

21. Governing Law and Dispute Resolution

This Policy and any non-contractual dispute arising from it are governed by the laws of the Republic of Indonesia. The parties should first attempt to resolve any dispute in good faith through Phitagoras's complaints and appeals process. If the dispute remains unresolved, it may be submitted to the competent courts of the Republic of Indonesia, without limiting any mandatory consumer forum or right available under applicable law. If this Policy is issued in more than one language, the Indonesian language version will prevail to the extent permitted by applicable law.

22. Contact

Important Notice

Phitagoras is a NEBOSH Learning Partner. NEBOSH examination and assessment registration refunds remain subject to NEBOSH's applicable policies, eligibility rules, evidence requirements, deadlines, and approval.