Refund Policy

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 intangible (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 Induction Training

• • • • Once the induction training has started or has been completed, we do not offer refunds under any circumstances. This includes changes in personal circumstances, or inability to attend any portion of the online preparation.
      • We strongly recommend this policy because we encourage all participants to carefully review our programme details, expectations, and their personal commitments before enrolling.

3.4 Rescheduling Charges

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

3.5 Last Minute Rescheduling

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

3.6 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

Refunds are granted under valid circumstances, and students purchasing an OET course are eligible for a refund if specific issues arise. However, the cost of materials, such as books and postal charges, will be deducted if the student has already received them prior to the refund request.

All refund requests will be assessed based on the studentʼs course usage, including the number of lessons attended, and the date of the refund request. Refunds will be processed accordingly, with the amount adjusted based on the portion of the course completed. The company’s decision regarding refund amounts is final and non-negotiable.

Below are the situations in which a refund request may be initiated or processed.

1. Course Pause

• • A course pause is allowed for up to 5 months only in case of medical emergencies.
  • Candidates who wish to pause their course will not be provided with the book until the course is resumed.
    • Furthermore, candidates who have already received the book are not eligible to pause their course.
  • Course pauses are strictly prohibited during the middle of the course programme.
  • Candidates requiring a pause for specific reasons may only opt to defer the start date of their course.
  • Course pauses will not be granted for any other reasons such as change in duty schedules or travel.
  • No refund will be granted for candidates applying for course pause.

2. Classes and Reference

1. Issues with the Tutor:

   • A refund of 60% of the remaining course fee will be provided.

2. Dissatisfaction with the Dashboard:

   • No refund will be issued if a student is “not satisfied with the Dashboard.” Students should utilise the 24-hour period to check the Dashboard and finalise their decision.

3.  Midway Class Withdrawal

   • Candidates wishing to withdraw from their classes midway must have a minimum of 60 days of course validity remaining to qualify for a refund.

   • Refund requests made with less than 60 days of validity remaining are not eligible for a refund.

   • If a refund request is made with at least 60 days remaining, the following applies:

     • A deduction of 50% will be made from the total course fee. This accounts for the time, effort, and materials provided to the candidate.

       • If all four books are returned in good condition, only a 30% deduction will be applied to the course fee.

     • From the remaining 50%, further deductions will be made based on the candidateʼs usage, including classes or lessons attended.

   • Candidates who wish to withdraw from the course midway must submit a valid reason along with supporting proof.

     • The team will evaluate the genuineness and urgency of the situation, and the final decision regarding the withdrawal will be communicated accordingly.

4.  References from the Manager/Receiving PIN:

   • Refunds will be initiated only after the valid proof is provided.

   • The candidate must have at least 40 days of course validity remaining for the refund to be processed.

   • 40% of the course fee will be refunded. However, this amount will be further adjusted based on the portion of the course that has already been used at the time of the request

5. Unsubstantiated Allegations:

   • No refund will be processed for candidates raising unsubstantiated allegations against the company.

Final Decision:

The final decision regarding any course pause or refund request lies with the company. We are open to discussion and will act accordingly in case of any specific needs.

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