Section 01
Overview
Learnovo Digital Academy ("Learnovo", "we", "our") is committed to ensuring every student is satisfied with their learning experience. We understand that circumstances change, and we have designed this policy to be fair, transparent, and easy to understand.
This Refund & Returns Policy applies to all products and services purchased directly through our website at learnovo.ng, including online courses, mentorship sessions, the Learnovo Kids programme, and downloadable study materials.
💡
Our promise: If you are genuinely unsatisfied with a Learnovo product for a valid reason within the eligible period, we will make it right — either with a full refund, a credit, or a replacement session.
Section 02
Online Courses — Self-Paced
We offer a 7-day refund window for all self-paced online courses purchased on Learnovo. To qualify for a full refund, the following conditions must be met:
✓
Refund eligible — Request made within 7 days of purchase date
✓
Refund eligible — Less than 20% of the course content has been accessed or viewed
✓
Refund eligible — No certificate has been issued or downloaded
✗
Not eligible — Request made after 7 days from purchase date
✗
Not eligible — More than 20% of course content has been accessed
✗
Not eligible — A completion certificate has already been issued
📌
If you've completed more than 20% of a course but are experiencing technical difficulties or are genuinely dissatisfied with the quality of the content, please contact us first — we may offer a credit or a free replacement course instead.
Section 03
1-on-1 Mentorship Sessions
Mentorship sessions involve the direct time and expertise of a professional instructor. Our refund policy for mentorship sessions is as follows:
| Situation |
Refund Status |
Details |
| Cancelled by student 24+ hours before session |
Full Refund |
100% refunded or credit applied to next session |
| Cancelled by student less than 24 hours before session |
Partial Refund |
50% refunded — instructor time has been reserved |
| Session completed but student is unsatisfied |
Case by Case |
Contact us within 48 hours with specific feedback — we may offer a free replacement session |
| Session cancelled by Learnovo or instructor |
Full Refund |
100% refunded or rescheduled at no extra cost — your choice |
| No-show by student (no cancellation notice) |
No Refund |
Session is forfeited — instructor time was fully reserved |
| Bundle of sessions (part-consumed) |
Partial Refund |
Unused sessions refunded at the per-session rate |
Section 04
Learnovo Kids Programme
We understand that parents make decisions based on their child's needs, and those needs can change. Our Kids programme refund policy is designed with families in mind:
✓
Full refund — Requested before the first session takes place
✓
Partial refund — Sessions already completed are deducted from the refund at the per-session rate. Remaining sessions refunded in full.
✓
Full refund or replacement — If a child has a negative experience due to our instructor's conduct, we will prioritise your child's welfare above all else
✗
No refund — If a full programme has been completed and the certificate issued
🔒
Child safety guarantee: If your child's safety or wellbeing was compromised in any way during a Learnovo Kids session, you will receive a full refund immediately with no questions asked. Please contact us directly at
support@learnovo.ng.
Section 05
Downloadable Study Guides & Materials
Due to the digital nature of downloadable materials (PDF guides, templates, recorded sessions), we are unable to offer refunds once the material has been downloaded or accessed.
✓
Refund eligible — Purchase was made but the file has not been downloaded or accessed
✓
Refund eligible — The file is corrupted, inaccessible, or significantly different from what was described
✗
Not eligible — File has already been downloaded, even if it has not been read
Section 06
Non-Refundable Items
The following are not eligible for refunds under any circumstances:
🎓
Completed courses
Courses where the student has completed all modules and received a certificate
👨🏫
Attended mentorship sessions
Sessions that have already taken place and been delivered as agreed
📥
Downloaded digital materials
PDF guides, templates, or any file already accessed or downloaded
🎁
Promotional or discounted purchases
Items purchased at a special promotional price or as part of a free trial conversion
⏰
Expired refund window
Any refund request submitted after the 7-day eligibility period has passed
📅
No-show mentorship sessions
Sessions where the student did not attend and did not provide 24 hours notice
Section 07
How to Request a Refund
We've made the process as simple as possible. You can submit a refund request in one of two ways:
✉️
Option 1 — Email
Send an email to support@learnovo.ng with the subject line: "Refund Request — [Your Name]"
Include in your email:
- Your full name and email address used at purchase
- The course or service you're requesting a refund for
- Your order reference or payment receipt number
- The reason for your refund request
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Option 2 — WhatsApp
Message us directly on WhatsApp and our support team will guide you through the process in real time.
💬 Start WhatsApp Conversation
Available Monday–Friday, 8am–6pm WAT
Section 08
Refund Processing Timeline
Once your refund request is received, here's what happens:
Within 24 hours
Acknowledgement
We acknowledge your request and confirm we've received it. You'll get a reply by email or WhatsApp.
Within 2 business days
Review & Decision
Our team reviews your request against the policy. We'll notify you of our decision — approved, partially approved, or declined — with a clear explanation.
5–10 business days after approval
Payment Returned
Approved refunds are returned to your original payment method — bank transfer, card, or Paystack. The exact timing depends on your bank's processing time.
⚡
We aim to be faster than this. Most refund decisions are made within 24 hours and payments processed within 3–5 business days. The timelines above are the maximum you should wait.
Section 09
Disputes & Escalations
If your refund request has been declined and you believe the decision was incorrect, you have the right to escalate the matter. Here's how:
1
Step 1: Reply to our refund decision email with additional information or context that supports your case. Our team will review it again.
2
Step 2: If still unresolved, email
support@learnovo.ng with "ESCALATION" in the subject line. A senior team member will personally review within 48 hours.
3
Step 3: If you paid via card and we are unable to resolve the dispute, you may initiate a chargeback with your bank or card provider. We will cooperate fully.
🤝
We believe disputes should be resolved through honest conversation, not conflict. We commit to treating every escalation with fairness, transparency, and respect — and we expect the same in return.
Section 10
Contact Us
Have a question about this policy or want to start a refund request? Our support team is ready to help.
Policy changes: Learnovo reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated date. Continued use of our services after changes constitutes acceptance of the new policy. We recommend checking this page periodically.
