Refund Policy

1. Requests for Unused Training

You may request a refund within seven calendar days after purchase for eligible unused training. Infrared reviews requests against payment and training-access records. Repeated purchase-and-refund activity or suspected abuse may require additional verification and may result in restrictions on future purchases. These measures do not limit rights that cannot lawfully be excluded. The request must be submitted within the window; the refund does not have to finish processing within it.

If you believe you purchased the wrong offering, contact Purchase Help before using the paid training. Free previews, catalog browsing, and merely assigning a seat do not by themselves establish that paid training was used. An automated or failed launch, or access undertaken for support investigation, will be reviewed in context rather than treated automatically as substantive use.

2. Who May Request a Refund

For an individual purchase, the purchaser submits the request. For a company purchase, the designated purchaser or an authorized company contact submits it. A company learner can report a problem, but cannot independently authorize a refund of the company’s payment.

3. Company Seats, Bundles, and Partial Refunds

Within seven calendar days of purchase, you may request a refund of eligible unused learner seats. Assigning a seat alone does not make it used. For a suite or learning path, substantive use of any included course makes that learner seat generally ineligible for a change-of-mind refund; individual included courses are not separately refundable. Each purchased offering in a mixed order is reviewed separately.

For eligible unused seats, calculate the refund using the original amount paid for the affected offering divided by its purchased seat quantity, multiplied by the approved refunded quantity. This includes discounts and allocates graduated pricing equally across those seats. Monetary rounding must not result in cumulative refunds exceeding the original amount paid. Retained seats are not retrospectively repriced and no additional charge is imposed. Suspected manipulation of volume discounts requires manual review. Infrared absorbs payment-processing fees and does not deduct those fees from an approved eligible refund. Any proposed partial-refund amount and its effect on access will be explained before processing. Refunds cannot exceed the amount paid for the affected purchase. A refund does not authorize an additional charge for retained seats without a separate agreement.

Suspending a learner or removing a roster entry does not automatically release a consumed seat or create a refund. Credits, transfers, and license reconciliation require Infrared review.

4. Training Already Accessed and Other Problems

After substantive use of paid training, a change-of-mind refund is generally unavailable. Merely assigning a seat or a technical launch alone does not establish substantive use; activity is reviewed in context. We will still review duplicate charges, unauthorized-purchase reports, materially incorrect fulfillment, persistent technical or accessibility failures, and other remedies required by law.

The seven-day change-of-mind window does not limit mandatory legal rights or prevent you from reporting those problems later. Report suspected unauthorized use promptly and secure the affected account.

5. How to Request Help

Open Purchases & Refunds from your order page, your personal Learning Records, or the authorized company buyer’s Subscriptions & Renewals. Select the exact offering and dated purchase term, enter the affected seat quantity, identify assigned learners when applicable, and explain the request. You may also contact Purchase Help. Include:

• Your order reference and purchaser email.
• The affected course, learning path, suite, or seat quantity.
• A short explanation of the request and any relevant access problem.

If you cannot sign in, use https://www.infraredsecurity.com/contact or email rebecca@infraredsecurity.com. Do not provide full card details, CVC/CVV codes, passwords, bank credentials, or unnecessary sensitive information.

6. Decisions, Refund Method, and Timing

Infrared reviews and approves refunds and credits. We will explain the decision and any proposed access adjustment. Refunds are processed to the original payment method through the payment provider; a failed or unavailable refund route must be reviewed with the provider rather than redirected to an unverified destination.

An approved refund may be pending while the provider or bank processes it. We mark a refund as Refunded only after verified provider success. The purchaser can follow its status in Purchases & Refunds; bank posting may take additional time. Currency conversion and posting behavior can depend on the payment provider or issuer; contact us if the amount or status appears incorrect.

If a bank dispute is already open, we will coordinate the response with the payment provider to avoid duplicate reimbursement. This does not require you to withdraw a dispute or waive a legal right as a condition of requesting help.

7. Access and History After a Refund

Only an Infrared administrator may approve a refund. Approval holds the specified affected seats while payment processing is queued. A pending or uncertain provider result stays under review and is not treated as a completed refund. Verified successful refunds end the corresponding access. Failed or unsubmitted refunds require Infrared review before eligible access is restored within its original term. A refunded assigned seat cannot be recycled as an available seat. Unaffected paid training remains subject to its own terms. A refund request alone does not automatically delete a learner account, retained past certificates, or completion history.

Historical certificates and learner records remain subject to the account-retention and privacy policies. Required accounting and purchase records are governed separately.

8. Renewals and Mandatory Rights

If your purchase is governed by a separately signed agreement with different cancellation or refund terms, those terms apply to the extent that agreement provides. A professional-services cancellation clause or an enterprise invoice arrangement is not automatically a refund rule for a self-service LMS purchase.

There is no automatic renewal charge to cancel. Choosing not to renew does not by itself create a refund for the current term. For a renewal purchased before the next access term starts, the seven-calendar-day refund-request window begins on the renewal purchase date, not its future access-start date. Approved cancellation affects only the specified future-term seats. Current paid access, assignments, due dates and retained historical certificates and completions remain intact. Requests outside the window require Infrared exception review.

Mandatory cancellation, refund, and consumer rights override conflicting policy language. Acceptance of general purchase terms is not, by itself, a waiver of rights relating to immediate supply of digital content or services.