If you purchased the wrong level, were charged incorrectly, or cannot access a purchased service because of a verified Catalyst technical or administrative error, contact Catalyst promptly. Where appropriate, Catalyst may correct the access, provide replacement access, or issue a refund.
Because assessment access and protected digital learning content may be consumed immediately, refund eligibility may be limited once a candidate has started an assessment, submitted an attempt, opened protected booklet content, or otherwise materially used the purchased digital service, except where mandatory law requires a remedy or the service was defective, incomplete, materially misdescribed, or not provided as agreed.
If a verified platform failure materially prevents completion of an assessment, Catalyst may restore access, permit a replacement attempt, or provide another appropriate remedy. Problems caused solely by the candidate's device, internet connection, browser settings, power supply, or local environment may not qualify for a refund.
Duplicate charges or confirmed payment errors will be investigated and corrected. Please provide the account email, transaction reference, date, and amount when contacting support.
Free access has no cash value and is not refundable. Discounts are applied according to the coupon terms in force at the time of redemption.
Once a qualification has been completed and a certificate has been validly issued, the assessment service is considered delivered. This does not affect any remedy required by law for an actual defect or error.
Submit your request through the Contact & Support page and include:
Approved refunds are normally returned through the original payment method where possible. Payment-provider processing times may apply.