Refund & Cancellation Policy

This policy applies to payments made to IDEaL for training and other programmes, examinations, events and orders from the IDEaL Store. Where a programme, event or product has specific cancellation terms that we showed you before you paid, those terms apply instead, as long as they are not less favourable to you than the law allows. Partner-run services (for example an examination body's own booking) are also subject to the Partner's refund rules.

This policy is in addition to your rights under the Federal Competition and Consumer Protection Act 2018 and other Nigerian consumer protection law. It does not limit them. In particular, you are entitled to goods and services that are of satisfactory quality, fit for purpose and as described, and to a remedy if they are not.

You may ask to transfer once to a later start date of the same programme at no charge, if you ask at least 7 days before your programme starts and there is space. Substituting another person in your place is allowed if they meet the entry requirements and you tell us before the start date.

• Examination fees paid to IDEaL can be refunded in full if you cancel before we have booked your examination or bought a voucher for you.
• Once an examination voucher, licence or access key has been issued to you, it cannot be refunded or exchanged, because its cost has been paid to the issuing Partner. Unused vouchers remain subject to the Partner’s validity period.
• Rescheduling a booked examination is subject to the examination body’s rules and any fee it charges.
• If you miss a booked examination without rescheduling in time under the Partner’s rules, the fee is not refundable.
• If an access key or voucher does not work when you first use it, tell us within 7 days. We will replace it or refund you.

• Free events: please cancel your registration if you cannot attend, so that someone else can have your place.
• Paid events: cancel at least 7 days before the event for a full refund, or at any time before the event to transfer your place to someone else.
• Cancellations made less than 7 days before a paid event, and failure to attend, are not refunded, unless we can re-sell your place.

• Before we confirm your order you can cancel it, and any payment you made will be refunded in full.
• Physical products: if an item is faulty, damaged, wrong or not as described, tell us within 7 days of receiving it and we will replace it or refund you, including reasonable delivery costs. You can also return an unused item in its original condition within 7 days for a refund of the item price; return delivery costs are then yours.
• Digital products and downloads cannot be refunded once we have sent them to you, unless they are faulty or not as described. If a file does not work, tell us within 7 days and we will fix, replace or refund it.
• Services and bookings (such as sessions or consultations) can be cancelled or rescheduled for free at least 48 hours before the appointment. Later cancellations and missed appointments are not refunded.
• If we cannot fulfil your order (for example because an item is out of stock), we will offer an alternative or a full refund.

If we cancel a programme, examination session, event or order, or postpone it or change it significantly (for example its date, venue, delivery format or main content) and you do not accept the change, you can choose between a free transfer to an alternative and a full refund of what you paid for the part not provided. We are not responsible for other costs, such as travel or accommodation you booked, unless the cancellation was caused by our negligence.

• Your place, order or registration is cancelled because you submitted false information or documents, or seriously broke our Terms of Service or the rules of a programme, venue or examination body.
• Payment was made to an account that is not an official IDEaL account shown on our website or in our written confirmation.
• The request falls outside the time limits in this policy, unless the law gives you a longer period.

Free resources and items marked as free do not involve payment to IDEaL, so refunds do not apply. If you paid a third-party provider directly, contact that provider.

Email support@ideal-nig.org, or contact us using the details below, with:

• Your full name and the email address used for the order, enrollment or registration
• Your order number, payment reference or the name and date of the programme or event
• What you would like to cancel and why, and for faulty items, a description and photographs of the problem

We will acknowledge your request within 5 working days and tell you our decision, with reasons, within 10 working days. The date we receive your request is the date used to apply the time limits in this policy.

Approved refunds are paid by bank transfer, in Naira, to the account the original payment came from, within 14 working days of our decision. We do not deduct our own bank charges. If the original account is closed, we will ask you for another account in the payer's name and may ask for proof that you made the original payment.

If you are unhappy with our decision, please tell us and we will review it. You may also contact the Federal Competition and Consumer Protection Commission (FCCPC) at fccpc.gov.ng.