How Can I Get A Refund For An Online Course That Doesn’t Meet Advertised Standards?

If an online course doesn’t meet the advertised standards, students have the right to request a refund, depending on the terms and conditions of the course provider’s refund policy and applicable consumer protection laws. If the course was misrepresented, students may also have grounds for a refund under claims of misrepresentation or breach of contract.

Steps to Take When Requesting a Refund

1. Review the Course Provider’s Refund Policy: Most online course platforms (such as Coursera, Udemy, or LinkedIn Learning) clearly state their refund policies. This policy will outline under what circumstances a refund is granted, the time frame for requesting a refund, and whether the course needs to be completed or a certain percentage of the course needs to be completed before eligibility for a refund. Review this policy to ensure that you are within the allowed time frame and that your claim is valid under their terms.
2. Document the Misrepresentation: To support your request, document how the course fails to meet the advertised standards. This can include:
   • Saving screenshots or links to the course description and promotional materials.
   • Highlighting discrepancies between what was promised (e.g., course content, instructor qualifications, certification, etc.) and what was delivered.
   • Noting any missing or subpar content, such as incomplete lessons, incorrect information, or lack of promised resources.
3. Contact Customer Support: Reach out to the course provider’s customer support or help desk to explain the situation. Be clear and concise in your communication, stating:
   • How the course didn’t meet the advertised standards.
   • Any specific examples of misrepresentation.
   • That you are requesting a refund based on the provider’s failure to deliver what was promised.
   Provide the documentation you’ve collected and keep a record of all your communications.
4. Request a Refund or Alternative Resolution: If the course provider’s response is not satisfactory, you can request a refund or ask for an alternative resolution, such as:
   • A credit for a different course.
   • A partial refund (in cases where only part of the course failed to meet expectations).
   • A transfer to another course that better meets the advertised standards.
   If the course is part of a membership or subscription service, check whether the provider offers pro-rated refunds for partial courses or membership periods.
5. Escalate the Issue: If the course provider refuses to issue a refund or fails to resolve the issue, escalate the matter:
   • File a Formal Complaint: Many platforms have a formal complaint or dispute resolution process. You can file a grievance and ask for a manager or higher-level representative to review the case.
   • Request a Chargeback: If you paid with a credit card or through a payment platform like PayPal, you may be eligible for a chargeback. A chargeback is a process where you dispute the transaction with your card issuer or payment provider. This can be particularly effective if you believe the course provider misrepresented the service.
6. Check Consumer Protection Laws: If you believe the course provider has violated consumer protection laws (for example, by misrepresenting the course content), you may have the right to a refund under laws that protect consumers from deceptive trade practices.
   • Federal and State Protections: In the U.S., the Federal Trade Commission (FTC) enforces rules against deceptive advertising, and many states have additional consumer protection laws. These laws prohibit false or misleading claims, and you may have legal grounds to seek a refund through formal channels.
   • Online Course Dispute Resolution: Some countries have specific online dispute resolution platforms for resolving consumer complaints against digital services. Look for online dispute resolution services in your jurisdiction that could help resolve the issue.
7. File a Complaint with the Better Business Bureau (BBB): If the provider is not responsive, you can file a complaint with organizations like the Better Business Bureau (BBB), which works to mediate disputes between consumers and businesses. While BBB complaints are not legally binding, they can sometimes encourage companies to resolve issues to avoid damage to their reputation.

Example:

You enroll in an online course on digital marketing, which promises comprehensive training on social media strategies, SEO, and content marketing. The promotional materials suggest expert instructors with years of experience. After completing several modules, you realize that:

• The course is outdated and contains inaccurate information.
• The promised instructor expertise is not evident, as the content is delivered by a generic course facilitator with minimal relevant experience.
• The course lacks the hands-on learning opportunities promised in the marketing materials.

You collect screenshots of the course description and promotional materials, contact customer support, and explain the discrepancies between the advertising and actual course content. You request a full refund under their policy, citing misrepresentation. If the provider denies your request, you consider escalating the issue, requesting a chargeback through your payment provider, or filing a complaint with consumer protection agencies.

In conclusion, if an online course fails to meet advertised standards, students are generally entitled to a refund under the provider’s refund policy, consumer protection laws, or claims of misrepresentation. The key is to carefully review the course provider’s policies, document the issues, and escalate the matter if needed through formal complaints, chargebacks, or legal channels.