Refund Policy

1. About This Policy

This Refund Policy explains when you can get a refund for a purchase from Football Coaching Institute ("FCI", "we", "us"), the trading name of FC Institute OÜ. It forms part of our Terms and Conditions.

2. Purchases Are Final Once Access Starts

2.1 The rule. Once access to a Course or the Pathway has started, the purchase is final and is not refundable.

2.2 When access counts as started. Access is treated as started as soon as any lesson, video or download in the purchased Course or Pathway has been opened on your account.

2.3 No refund in these cases. We do not refund a purchase because you:

• changed your mind;
• completed less of the Content than you expected, or stopped using it;
• found the Content unsuitable for your situation, your age group or your club;
• already knew part of the material;
• did not finish within your 12-month access period;
• lost access because you breached our Terms and Conditions.

2.4 Read before you buy. Each product page sets out what the Course or Pathway contains, how many modules and lessons it has, and what it does and does not give you. Please read it, and contact us with any questions, before you buy. We would rather answer ten questions beforehand than have you buy something that does not fit.

2.5 The Pathway is one purchase. The Pathway is sold as a single product at a combined price. Individual levels within it are not refunded separately.

3. Your Statutory Right of Withdrawal (EU/EEA Consumers)

3.1 The general rule. As a consumer in the EU or EEA, you normally have 14 days from purchase to withdraw from an online contract without giving a reason.

3.2 Digital content with immediate access. Our courses are digital content that you can access straight away. Under EU consumer law, the statutory right of withdrawal ends once supply has begun, provided that before completing your purchase you:

• expressly requested that we start supplying the course immediately, within the 14-day period; and
• acknowledged that you lose your statutory right of withdrawal as a result.

We ask you to confirm both of these by a separate tick box at checkout, which is not pre-ticked. We record your confirmation and repeat it in your order confirmation email.

3.3 What this means in practice. Once you have given that confirmation and your access has started, you no longer have a right of withdrawal and the purchase is final. If you did not give that confirmation, you keep your full statutory right to withdraw within 14 days, and Section 2 does not apply to you.

3.4 How we refund where the right does apply. Where you withdraw under the statutory right, we refund all payments received from you without undue delay and no later than 14 days after you inform us, using the same payment method. You pay no fees for this.

4. Before Access Starts

If you have paid but have not yet opened any lesson, video or download, and you contact us within 14 days of purchase, we will cancel the order and refund you in full. This applies whatever your reason.

After 14 days, or once anything has been opened, Section 2 applies.

5. If Something Is Wrong

Nothing in this policy limits your mandatory statutory rights. Regardless of Section 2, you are entitled to a remedy if the content we supplied is:

• not as described on the product page;
• faulty, incomplete or not working as it should;
• not fit for the purpose for which content of this kind is normally used.

Contact us with a description of the problem. We will put it right or restore your access within a reasonable time, for example by repair or replacement. If we cannot, you are entitled to a proportionate price reduction or, where the failure is material, to a refund, in line with the law.

If the Platform is unavailable for an extended period because of a fault on our side, Section 12.3 of our Terms and Conditions applies. Short or occasional interruptions do not give rise to a refund.

6. Coach Development Plan

6.1 Each call is final once delivered. The Coach Development Plan is delivered call by call. Before you complete your purchase, you confirm by a separate tick box that you want us to begin within the 14-day withdrawal period and that your right of withdrawal ends for each call once that call has been delivered. A call that has taken place is final and is not refundable. Written development plans and written feedback on footage are final once sent to you.

6.2 Withdrawal within 14 days. If you withdraw within 14 days of purchase, you remain liable for every call and written deliverable already provided. Any refund covers only the proportionate value of what has not yet been delivered.

6.3 After 14 days. Packages are not refundable after 14 days, except where Section 5 applies or we cannot deliver the service.

6.4 Missed calls. A call you miss, or cancel less than 24 hours in advance, counts as delivered and is not refunded, unless the reason was beyond your reasonable control.

6.5 If we cancel. If we cancel a call and cannot offer a reasonable new time, we refund that call.

6.6 Expiry. Calls not used within the validity period expire and are not refunded.

7. Club and Academy Licences

7.1 No consumer withdrawal. Club Licences are sold to clubs, academies, federations and other business customers. The statutory consumer right of withdrawal does not apply.

7.2 Agreed terms first. Refunds and cancellations follow the quote or agreement for your package.

7.3 If nothing else was agreed. Licence codes that have not yet been redeemed by a coach may be cancelled within 14 days of the invoice date, and we refund or credit those licences. Once a code has been redeemed, that licence is not refundable.

7.4 Unredeemed codes. Codes not redeemed within 12 months of the invoice date expire and are not refunded.

7.5 Coaches using a club code. A coach who redeems a club code pays nothing and therefore has no refund claim for that licence. Any settlement is made with the club that bought the package.

7.6 Lost or shared codes. We do not replace or refund codes that have been lost, shared or distributed in error. The club is responsible for distributing its codes and keeping a record of who received which code.

8. Specific Situations

9. How to Contact Us About a Payment

1. Email info@footballcoachinginstitute.com from the email address linked to your account.
2. Include your order number or purchase date, and the name of the Course or package.
3. Tell us briefly what the problem is or what you are requesting.

We aim to acknowledge your message within two working days. Where a refund is due under this policy, we process it through Stripe to your original payment method within 14 days. Your bank or card provider may take another 5 to 10 working days to show the refund on your statement; that part is outside our control.

10. Model Withdrawal Form

You may use this form to exercise your statutory right of withdrawal where it still applies, but you do not have to. A clear email is enough.

11. Chargebacks

If you think a payment is wrong, please contact us before starting a chargeback with your bank or card provider. We can almost always solve it faster directly. If a chargeback is started, we may suspend access to the disputed purchase until it is resolved. Where a chargeback is raised after you gave the confirmation in Section 3.2 or 6.1 and none of the grounds in Section 5 applies, we may recover the amount and reasonable costs from you as permitted by law, as set out in our Terms and Conditions.

12. Complaints

If you are not satisfied with how we handled your request, email info@footballcoachinginstitute.com so we can try to resolve it. Consumers in the EU may also contact the Estonian Consumer Disputes Committee or a comparable consumer body in their own country.

13. Contact