Return & Refund Policy

1. Personalized Learning Plan (PLP)

What's Included

The Personalized Learning Plan (PLP) is a comprehensive educational solution that:

• Connects students to curated curriculum platforms tailored to their learning needs
• Provides access to ISA's Google for Education Workspace for 12 weeks
• Includes a custom-created learning roadmap designed specifically for your child

Refund Eligibility

• Full Refund: Available if you are unsatisfied and request a refund within 14 days of purchase
• No Refund: After 14 days from purchase date

Conditions

• Full refunds are available within 14 days regardless of usage or access
• Refund requests must be submitted via email or through our customer support portal
• Proof of purchase is required
• After 14 days, only unused coaching credits (if included in your package) may be redeemed for $50

2. All-in-One K–12 Curriculum

Refund Eligibility

• Full Refund: Available within 30 days of purchase if less than 10% of the curriculum has been accessed or completed
• Partial Refund: May be considered on a case-by-case basis if 10-25% of curriculum has been accessed within 30 days
• No Refund: After 30 days from purchase date or if more than 25% of the curriculum has been accessed

Conditions

• Refund requests must include a detailed explanation of the reason for the request
• Account access may be reviewed to verify usage levels
• Subscription-based curriculum purchases follow the same guidelines per billing cycle
• Annual subscriptions are prorated based on months used if eligible for partial refund

3. Coaching Sessions & Credits

Refund Eligibility

• Full Refund: Available for unused coaching credits if requested within 14 days of purchase and no sessions have been scheduled or completed
• Partial Refund: Unused coaching credits may be refunded on a prorated basis if some sessions have been completed
• No Refund: For completed coaching sessions or if more than 50% of purchased credits have been used

Cancellation Policy

• Sessions cancelled with at least 24 hours notice: Credit returned to your account
• Sessions cancelled with less than 24 hours notice: Credit is forfeited
• No-shows: Credit is forfeited and not eligible for refund

Conditions

• Coaching credits typically expire 6 months from purchase date
• Expired credits are not eligible for refund
• Refunds are processed for the unused portion only

4. ESA / Scholarship Payments

Special Considerations

Products and services purchased using Education Savings Account (ESA) funds, scholarship payments, or other third-party educational funding sources are subject to additional restrictions:

• Refunds must comply with the specific guidelines of the funding source (state ESA program, scholarship organization, etc.)
• Refunds may be returned directly to the funding source rather than to the family
• Some ESA programs do not permit refunds after a certain period or once services have been initiated
• Documentation requirements may be more extensive for ESA/scholarship refunds

Process for ESA/Scholarship Refunds

1. Contact our ESA support team to initiate the refund request
2. Provide documentation from your ESA administrator or scholarship organization
3. Allow 10-15 business days for processing and coordination with the funding source
4. Refunds will be processed according to the funding source's requirements

5. How to Request a Refund

Step-by-Step Process

1. Submit a Request: Email our support team at learn@internationalschoolamerica.org with "Refund Request" in the subject line
2. Include Required Information:
   • Your full name and account email address
   • Order number or transaction ID
   • Product or service purchased
   • Date of purchase
   • Detailed reason for refund request
   • For ESA/scholarship purchases: funding source information
3. Review Period: We will review your request within 3-5 business days
4. Decision Notification: You will receive an email with our decision and next steps
5. Processing Time: Approved refunds are processed within 7-10 business days
6. Refund Method: Refunds are issued to the original payment method

6. Exceptions & Important Notes

Non-Refundable Items

• Promotional or discounted items purchased during special sales (unless defective)
• Gift cards and promotional credits
• Third-party products or services purchased through our platform
• Processing fees or transaction charges

Technical Issues

If you experience technical difficulties accessing our products or services:

• Contact our technical support team immediately
• We will work to resolve the issue before considering a refund
• Refunds for technical issues are evaluated on a case-by-case basis
• Extended access or additional support may be offered as an alternative to refunds

Dissatisfaction or Change of Mind

• We want you to be satisfied with your purchase
• If you're unsatisfied, please contact us to discuss alternatives before requesting a refund
• We may offer alternative solutions such as switching to a different product or service
• Change of mind refunds are subject to the standard eligibility criteria outlined above

Chargebacks

If you initiate a chargeback with your credit card company or payment provider:

• Your account access will be immediately suspended pending resolution
• Please contact us first to resolve any billing disputes
• Chargebacks may result in account termination and ineligibility for future purchases

7. Summary Table