1. Introduction

Mentor Merlin UK Ltd is dedicated to providing high-quality products and services for candidates preparing for the NMC CBT, OSCE, and OET exams. This refund policy outlines the circumstances under which we will honor refund requests for our non-tangible (digital) products, services, and onsite courses. We urge all customers to carefully read and understand this policy before making any purchases or bookings.

2. General Refund Eligibility Criteria

2.1 Non-Delivery of Electronic Products

• • • • Eligibility: Refunds may be requested for download issues due to server problems, email service provider issues, or unzipping difficulties.
      • Timeframe: Claims must be submitted within 24 hours from the date of purchase.
      • Process: Eligible claims will receive a refund within 24 hours from the claim’s submission.
      • Note: A digital product is considered received and downloaded if no claim is submitted within the 24-hour timeframe.

2.2 Digital Product Not As Described

• • • • Eligibility: Refunds may be requested if the delivered digital product does not match the description on our website.
      • Evidence Required: Clear and detailed evidence must be provided to support the claim.
      • Timeframe: Claims must be reported within 24 hours from the date of purchase.
      • Exclusions: Refund requests based solely on customer’s false expectations or desires do not qualify.

2.3 Course Registration Confirmation

• • • • If you have not received a confirmation of your course registration within 24 hours of submitting your registration, contact Mentor Merlin to check the status.

2.4 Purchased Course Material

• • • • Full Refund: Eligible if requested within 24 hours of purchase.
      • Partial Refund: Requests made after 24 hours will be reviewed, and a 30% fee will be deducted.
      • Eligibility Determination: Based on the usage percentage of the product.

2.5 Class-Oriented Services

• • • • Eligibility: Refunds available only if the candidate faces challenges with the classes.
      • Refund Amount: 70% of the value of the remaining classes.

2.6 Course Validity and Non-Refundable Requests

• • • • All courses have a specified validity period.
      • Requests made after the validity period are non-refundable.

2.7 Transaction Charges and Currency Conversion

• • • • Transaction charges will be deducted from all refunds.
      • Currency conversion differences may apply to refunds.

3. Onsite and Accommodation Refund Policy

3.1 Accommodation Fee

• • • • Accommodation fees are non-refundable once booked.

3.2 Onsite Batch Cancellations

3.2.1 Within 8 Days of Onsite:

• • • • • No refund or transfer to the next batch.
        • A £100 cancellation fee applies.
        • No accommodation refund.

3.2.2 Within 14 Days of Onsite:

• • • • • No refund.
        • Amount can be transferred to the next batch.
        • Accommodation fee remains non-refundable.

3.2.3 Before 14 Days of Onsite:

• • • • • Eligible for a refund or transfer to the next batch.
        • Accommodation fee remains non-refundable.

3.3 Rescheduling Charges

• • • • Changing batch or date incurs a fee:
      • 1 Day: £50
      • 2 Days or More/Whole Batch: £100

3.4 Last Minute Rescheduling

• • • • Additional costs apply if notification is not provided at least 8 days before the batch start date.

3.5 Exceptions for Exceptional Circumstances

• • • • Exemptions may be considered with evidence of medical emergencies or significant issues.
      • Acceptable evidence includes medical certificates, flight tickets, etc.
      • Each case will be reviewed individually.

4. OET Course-Specific Refund Policy

4.1 Refund Eligibility Criteria

• • • • Refunds will not be granted for personal commitments, busy schedules, or changes beyond the scope of this policy.
      • This ensures accountability and consistency in our policies.

4.2 Early Review Period

• • • • Candidates must review their availability and commitments within 24 hours of purchase.
      • Any refund requests must be made within this 24-hour timeframe.
      • Requests made after this period will not be accepted.

4.3 Online Course Refund Exclusion

• • • • For fully online courses, once supplementary materials are received, candidates are not eligible for refunds.
      • This maintains fairness, consistency, and transparency in our refund policy.

5. Refund Request Process

5.1 How to Request a Refund

• • • • Contact our customer support team with:
        1. Your order details
        2. Reason for the refund request
        3. Any relevant evidence supporting your claim

5.2 Review Process

• • • • We will review each request fairly and thoroughly.
      • Responses will be provided within a reasonable timeframe.

5.3 Final Decision

• • • • Mentor Merlin UK Ltd reserves the right to approve or deny refund requests at its discretion.
      • Our aim is to balance customer satisfaction with operational viability.

6. Important Notes

• • • All refund decisions are final once processed.
    • We reserve the right to modify this refund policy at any time without prior notice.
    • By making a purchase, you acknowledge that you have read, understood, and agree to this refund policy.

7. Contact Information

For any questions or to submit a refund request, please contact your Education Consultant