Refund Policy

1. Refund Eligibility by Modality

A. Online Courses

• Full refund available within 7 calendar days of course start, provided no sessions were attended.
• If no class was attended but the refund is requested within 14 calendar days of payment, an 80%
  refund will be issued.
• After attending any portion of the course, no refund will be granted.
• Deferrals may be requested (see Section 5).

B. In-Person Courses

• Full refund available within 14 calendar days of payment, provided the student has not attended any class.
• If a class has been attended, no refund will be issued.
• Refunds after 14 days will only be issued under exceptional circumstances (see Section 4).

2. Non-Refundable Fees

The following fees are non-refundable, even within the refund window:

• Registration fees
• Accommodation fees (once placement begins)
• Airport pickup and logistics
• Distributed learning materials
• Third-party service fees (e.g., exam bookings, visas)

3. Refund Terms

• All approved refunds will deduct a fixed 20% retention fee to cover administrative and preparation costs.
• Refunds are issued using the original payment method, unless written authorization is provided.
• Refunds will be processed within 14 business days after approval.
• Students who enrolled via an agent may request refunds directly from Sopodiva or through the agent.

4. Exceptional Circumstances

Refunds or credits may be granted outside the standard window for:

• Course cancellation by Sopodiva (full refund, including non-refundable fees)
• Verified visa denial (up to 80% refund with official documentation)
• Total non-participation in services due to third-party failure (e.g., no airport pickup)

5. Deferral & Transfer

• Students may defer to a future course session once, at no penalty, if requested at least 7 days before course start.
• Transfers to another student may be allowed on a case-by-case basis, pending administrative review.

6. Customer Recourse & Dispute Resolution

If you are dissatisfied with a service or refund outcome:

• Submit a Complaint: Within 24 hours of service completion to info@sopodiva.com or through our customer portal.
• Internal Review: A mediation response will be issued within 24 hours.
• Escalation: If unresolved, issues may be escalated to Sopodiva’s Director within 5 business days.
• External Recourse: Customers may also contact the Ghana Tourism Authority or Ghana
• Education Service for further support.

7. Data & Privacy

Sopodiva collects and protects personal data in line with the Ghana Data Protection Act (Act 843) and
GDPR:

• Information Collected: Name, contact, ID (for tourism), payment details
• Use: Solely for service delivery, compliance, and security
• Storage: Encrypted and regularly audited
• Data Deletion: Upon request, except where retention is required by law
• Cookies: Used for functionality; users may opt out

Note: Sopodiva is registered with the Data Protection Commission of Ghana.

8. Implementation & Communication

To ensure transparency:

• This policy is displayed on:
• Our website footer (“Policies” link)
• Course booking confirmation pages
• Checkout consent checkbox
• Booking and payment confirmation emails
• Automated receipts are issued after the refund window expires unless requested earlier.