Refund policy
EIG sells digital training: recorded videos, protected PDFs, live sessions and assessment access. Because content is delivered immediately and cannot be returned, refunds follow the rules below rather than a general change-of-mind window. Please read your program page and take the placement test before paying — both exist to prevent buying the wrong level.
When a refund is issued
- Duplicate payment: you were charged twice for the same order — the extra amount is returned in full.
- Program not delivered: a live program you paid for is cancelled by EIG and not rescheduled.
- Access never activated: a technical fault on our side prevented access and we could not resolve it.
- Wrong package activated by us: we move you to the correct package or refund the difference.
When a refund is not issued
- After you have opened the protected content of a recorded program or one-day experience pass.
- Change of mind, or buying a level that the placement test did not recommend for you.
- Missing live sessions you were able to attend, or an expired access period you did not use.
- Accounts suspended for content sharing, screen recording, fraudulent payment proof or bypassing access controls.
Installments and deposits
Where a program is sold on a deposit plan, the deposit reserves your seat and covers preparation and scheduling. Once the program has started, the deposit is not refundable, and remaining installments stay due for the sessions delivered. Recorded programs and one-day passes are not sold on installments.
How to request a refund
Contact us within 7 days of the payment through the contact page, using the email address on your EIG account. Include the order details and, where relevant, a short description of the problem and any screenshots. We review each request and respond with a decision, normally within 3 working days.
Approved refunds are returned through the same payment method used for the purchase. The time to appear in your account depends on your bank or wallet provider.
Transfers instead of refunds
In many cases a transfer solves the problem faster than a refund: we can move you to a different program, change your start date for a live cohort, or credit the amount toward another EIG package. Ask us — we will offer the option that fits your situation.