Complaints & Refunds

Our Complaints & Refund Policy
1) Applies to: All Sacred Skills Academy (“SSA”, “we”, “us”) products and services sold directly by us, including online courses, facilitator trainings, events, workshops, digital downloads, and PLR/licensing products.

2) Complaints Process
2.1 How to complain
Please email hello@sacred-skills.com with:
Your full name and order email
Order number, course/product name
A clear description of the issue
Any screenshots or evidence (if relevant)
Your preferred outcome (e.g., fix, replacement access, partial refund)
If you cannot email, write to: Sacred Skills Academy, 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE.

2.2 What happens next Acknowledgement:
We will acknowledge your complaint within 2 business days.
Investigation & Resolution: We aim to provide a full response within 14 days. If we need longer, we’ll let you know and give a new target date.
Escalation: If you’re unhappy with the outcome, reply and ask for escalation to a senior manager. We will review and respond within 7 days of escalation. External options: Where applicable, you may seek independent advice or Alternative Dispute Resolution.

3) Refunds & Cancellations — At a Glance

Standard 14-day cooling-off: If you purchased online, you may cancel within 14 days of purchase for a refund provided you have not accessed over 25% of the digital content. This is to prevent abuse of the refund policy and protect our intellectual property.
See 4.5 for event terms. PLR/licensing, bespoke work, discounted bundles: See 4.6 exclusions.

4) Detailed Refund Terms

4.1 How to request a refund
Email hello@sacred-skills.com within the applicable timeframe:
Subject line: Refund Request – [Order Number]
Include: name, order email, product/course, purchase date, reason, and whether you accessed the content.

4.2 Digital courses & memberships (online learning portals)
Cooling-off: You can cancel within 14 days of purchase if you have not accessed over 25% of the course materials. If you access over 25%, you waive your 14-day right to cancel for that item. This is to prevent abuse of the refund policy and protect our intellectual property.
Technical issues: If you cannot access due to a verified technical fault on our side and we cannot remedy it within a reasonable time, we will offer access alternatives or a refund.

4.3 Digital downloads (templates, workbooks, audio/video, toolkits)
Refunds are not available after download (including partial downloads) because the product cannot be “returned”. If the file is corrupt or not as described, we will replace the file or, if not possible, refund you.

4.4 Services & training delivered live or scheduled
 You can cancel within 14 days of purchase, you will receive a full refund regardless of whether you attend workshops and training events online. We encourage you to join the online demonstrations before making the decision of requesting a refund. 

4.5 Events, workshops, and retreats (fixed in person dates)
Cooling-off (distance purchase): You may cancel within 14 days of purchase, unless the event occurs within those 14 days and you asked to attend—then proportionate charges may apply. After 14 days: More than 30 days before the event: 75% refund or free transfer to a later date (subject to availability). 14–30 days before the event: 50% refund or transfer with a £25 admin fee. Under 14 days: Transfers only if we can resell your place; otherwise no refund. No-show: Not eligible for refund. Event cancellations by us: You may choose a full refund or free transfer if we cancel or significantly change the event.

4.6 Exclusions & special cases
PLR/licensing products, reseller rights, bespoke/commissioned work, personalised services, and gift cards are non-refundable once delivered/accessed. Discounted bundles/seasonal promotions: Refunds may be pro-rata only if no included item has been accessed. If any included digital item has been accessed/downloaded, we reserve the right to deny or partially grant a refund. Third-party venues/partners: Where a third party’s terms apply (e.g., retreat venue), those terms will be honoured and may affect eligibility.

5) How Refunds Are Paid
We refund to your original payment method. We process approved refunds within 14 days of confirming your eligibility (and receiving any returned items, if applicable). Bank processing times may vary. We cannot refund to a different card or account.

6) Fair Use & Evidence
We may request reasonable evidence (e.g., error screenshots, access logs) to assess refund eligibility—this helps us keep policies fair for all learners.

7) Quality Guarantees
If something is not as described, faulty, or unfit for purpose, we will repair/replace access promptly or provide a refund where required. Please contact us as soon as possible so we can help.

8) Chargebacks
Please contact us first. Unauthorised chargebacks may delay resolution; we’ll always try to resolve issues quickly and fairly.

9) Accessibility & Support
If you have accessibility needs or require additional support to use our materials, please tell us—we’ll make reasonable adjustments wherever possible.

10) Updates to This Policy
We may update this policy from time to time. The version and effective date will appear at the top.
Changes do not affect purchases made before the change, unless required by law.

11) Learner Declaration & Agreement

By enrolling in any course, programme, or service with Sacred Skills Academy, you confirm that you:

Have read, understood, and agree to these Terms & Conditions.

1. Understand that digital products, templates, PLR/licensing resources, and downloaded content are non-refundable once accessed or downloaded and that online courses will not be refunded if 25% or more of the course has been accessed. 
2. Acknowledge that courses, training, and techniques provided are educational in nature and are not a substitute for medical, psychological, or financial advice.
3. Confirm that you are personally responsible for your wellbeing, decisions, and outcomes when engaging with our training, resources, and techniques.
4. Agree to seek medical or psychological clearance where necessary before practising any techniques taught, particularly if: You are pregnant or breastfeeding, You have a diagnosed mental health condition, You are under treatment for significant physical health concerns

5. Accept that Sacred Skills Academy cannot guarantee results or specific outcomes from any programme or course.
6. Understand that if you use your training to offer services professionally, you are responsible for:

• Obtaining any insurance required to practise safely
• Ensuring compliance with local laws and regulations
• Maintaining professional standards and safeguarding obligations
• Agree not to copy, share, or resell any training materials, resources, or digital content without explicit written permission or the appropriate PLR/licensing rights.

7. Acknowledge that any breach of these Terms may result in immediate suspension or termination of access without refund.
8. Accept that by proceeding with enrolment and/or accessing course materials, you enter into a legally binding contract with Sacred Skills Academy.

12) Contact
SACRED SKILLS LTD
Company number 16636531
Email: hello@sacred-skills.com
Postal: Sacred Skills Academy, 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE, United Kingdom
Hours: Monday–Friday, 9:00–17:00 (UK time)