Refund Policy

1. Valid reasons for a refund

You can request a refund if any of these happened:

• A technical problem stops you using the course, for example the video won't play or the materials won't download, and we can't fix it within 3 business days of you reporting it.
• The course is significantly different from its description on the course page, for example topics are missing or the runtime is much shorter than stated.
• You were charged more than once for the same course.
• The course was removed or became unavailable after you bought it.

2. Conditions

For the first two reasons above, all of these must also be true:

• You ask within 7 days of your purchase.
• You've watched less than 20% of the course. We measure this from your viewing progress on the Platform.
• You haven't downloaded any of the course materials (files offered for download with the course). We keep a record of downloads, and the Platform warns you before your first one.
• You haven't downloaded, recorded or copied the course video by any means.

A duplicate charge, or a course that was removed or became unavailable, is always refunded in full, whatever the time since purchase or how much you watched.

3. What isn't covered

We don't give refunds for:

• Changing your mind, or no longer needing the course
• Not liking the trainer's teaching style
• Buying the wrong course by mistake, once you've started watching it
• Problems caused by your own device or internet connection that we can't reproduce
• Courses you've completed
• Repeated refund requests or other misuse of this policy

4. Live trainings

A ticket gives you a seat at a scheduled training, online or in person. Because seats are limited, these rules apply instead of sections 1 to 3:

• You cancel 7 or more days before the first session: full refund, no reason needed.
• You cancel less than 7 days before the first session: no refund.
• The trainer cancels the training: full refund. You don't need to ask; we start it within 3 business days of the cancellation.
• The trainer changes the date or time: your ticket moves to the new schedule. If you can't attend it, ask for a full refund before the new first session starts.
• You can't join because of a problem on our or the trainer's side, for example the meeting link doesn't work or the venue is closed, and it isn't fixed in time: full refund.
• The training is significantly different from its description: ask within 7 days after the last session.

We don't refund tickets if you don't attend, join late or leave early, or can't join because of your own device or internet connection. A duplicate charge is always refunded in full.

5. How to request a refund

Email admin@trainnexpert.com with:

• Your order reference (shown on the payment confirmation page and in your receipt)
• The course name and the email address of your TrainneXpert account
• Your reason, with details such as screenshots of a technical problem
• How you paid (card, e-wallet, FPX online banking or DuitNow QR)

We review every request and reply within 3 business days. If we need more information, we'll ask before deciding.

6. How you're refunded

• Approved refunds are returned through our payment provider, CHIP, to your original payment method where possible. Cards and e-wallets usually show the refund within 7 to 14 business days, depending on your bank or provider.
• If you paid by FPX online banking or DuitNow QR and the payment can't be reversed automatically, we'll ask for your bank name, account holder name and account number, and refund you by bank transfer.
• Refunds are for the amount you paid for the course. Once a refund is processed, your access to that course ends.

7. Your statutory rights

This policy doesn't limit or exclude any rights you have under the Consumer Protection Act 1999 or other applicable Malaysian law. If a course fails to meet the standards that law guarantees, you remain entitled to the remedies it provides.

8. Changes to this policy

We may update this policy from time to time. The version shown when you bought a course applies to that purchase. See also our Terms of Service and Privacy Policy.

9. Contact us