Partner Certification - Refund Policy

1) Scope

This policy governs refunds, cancellations, and credit notes for:

• Program enrolment fees (currently €100 per participant, unless otherwise stated at checkout), and
• associated digital access to learning materials, quizzes, and the final assessment workflow.

2) B2B only

The Program is offered on a business-to-business (B2B) basis only. Statutory consumer withdrawal rights (e.g., the EU/Germany 14‑day right of withdrawal for consumers) do not apply.

3) Enrolment confirmation and start of service

Enrolment is confirmed once payment is received and confirmed.

For the purposes of this policy, the service is considered to have started when any of the following occurs (whichever is earliest):

• the participant is granted access to the Program (content/levels unlocked), or
• the participant starts any quiz/assessment attempt, or
• the participant submits materials for review, or
• Spryker begins manual grading/review activities.
  
  

4) Cancellation before service start (refund eligible)

If the paying company cancels before the service has started (as defined in Section 3), Spryker will issue a full refund (or, if preferred/required for accounting, a credit note) for the relevant participant fee(s).

5) After service start (generally non-refundable)

Once the service has started, fees are non-refundable, including in cases where:

• the participant does not complete the Program,
• the participant does not pass the quiz or assessment,
• the participant’s role/project changes,
• the paying company decides not to proceed,
• the participant misses internal deadlines or scheduling windows.
  
  

6) Exceptional refunds (Spryker discretion)

Spryker may approve a refund or credit note in limited circumstances, such as:

• duplicate payment for the same participant/program,
• billing errors attributable to Spryker,
• material technical failure preventing access for an extended period where Spryker cannot provide a timely remedy.

If an exceptional refund is approved, Spryker will process it back to the original payment method where feasible, or issue a credit note where required.

7) Substitutions / transfers (recommended alternative to refunds)

If a participant cannot proceed, Spryker may allow the paying company to substitute another eligible participant from the same company before the final assessment is started, subject to operational feasibility and program rules.

8) How to request cancellation or a refund review

Send your request to: safari@spryker.com
Include:

• company name
• transaction ID (receipt reference)
• participant business email(s)
• reason for request
  
  

9) Processing timelines

If approved, refunds/credit notes are typically processed within 10 business days. Actual settlement timing depends on the payment method.