Refund and Retake Policy All refunds will be processed within two to four weeks provided the following applicable requirements have been met. Requests for refunds can be made by contacting our Customer Service department at: (800) 782-1223 - Press #1 or if outside the U.S. please call (212) 425-7255 and Press #1 . Printed Study Manuals and other paper products, Audio, Video, stand alone Computer Based Materials, and Complete Packages A full refund less a 10% administrative fee will be issued for a refund request made within 30 days of the date the order was processed for shipment provided, (i) the refunded product is returned unopened with the shrink wrap and/or seal intact or in original, unused condition (this will be determined upon inspection by STC when returned); (ii) the student has not attended the related onsite class or accessed the related virtual class; (iii) the student has not accessed any related content through STCInteractive® and (iv) the conditions in the following paragraph have been met. A refund of 50% will be issued for a refund request made more than 30 days but within 90 days of the date of processing by STC, provided the above conditions (i) through (iv) are met. No requests for refunds will be accepted beyond the 90 day period. Shipping and handling charges are non-refundable. Refunds are not available for Complete Packages that include an eBook. Prior to shipping any product for return to STC, the student must contact our Customer Service department (see above for phone numbers) to obtain a Return Authorization number and return shipping information. No returns will be accepted without a Return Authorization number. It is the responsibility of the student to return the product. Packaging containing the returned product must be postmarked within 7 business days of the issuance of the Return Authorization number to be accepted for a refund. Returns are made at the expense and risk of the customer. A refund will not be issued for a returned product that does not meet the above requirements and will be returned to the customer, only upon request, at the customer's expense. Orders that are undeliverable or refused at delivery by the customer are subject to additional return shipping and handling charges. Products damaged during first shipment to the customer or which otherwise contain a manufacturing defect will not be refunded but will be exchanged for the same product (subject to availability). Exchanges will be made provided STC is notified of the damage or defect within 7 days of the customer's receipt of the product, and the product is repackaged and available for pick up as required by STC. Onsite and Virtual classes ONLY The class add-on fee, less a 10% administrative fee, will be issued for a refund request of that fee provided (i) the request is made within 30 days of purchasing the enrollment and (ii) the student has not attended any part of, or accessed, the class. If a refund request is made more than 30 days but within 90 days of purchasing a class enrollment, a refund of 50% percent of the class add-on fee will be issued provided the student has not attended any part of, or accessed, the class. No refunds will be made for requests received after the 90 day period. Enrollments are non-transferable. Please refer to the section entitled «Printed study manuals and other paper products, Audio, Video, stand alone Computer Based Materials and Complete Packages» for Complete Package refunds. Online Products ONLY excluding digital/electronic downloadable products The purchase price, less a 10% administrative fee, will be issued for a refund request of that purchase price provided (i) the request is made within 30 days of the issuance of the password by STC and (ii) the student has not accessed any content within my.stcusa.com. If a refund request is made more than 30 days but within 90 days of the issuance of the password by STC, a refund of 50% percent of the purchase price will be issued provided the student has not accessed any content within my.stcusa.com. STC, at its sole discretion, may issue partial refunds for unaccessed products combined in Complete Packages provided all other requirements are met. No refunds will be made for requests received after the 90 day period. Usernames and passwords are non-transferable. Please refer to the section entitled «Printed study manuals and other paper products, Audio, Video, stand alone Computer Based Materials and Complete Packages» for Complete Package refunds. Digital/electronic Downloadable Products (eBooks) Once purchased, the price for eBook access cannot be refunded nor can eBook access be exchanged for another product. All sales are final. Refund of Company Discounts Certain individuals may be entitled to a discount in the retail price of a purchased product or service as a result of agreements STC has with member firms. Following payment of the full retail price, to be entitled to a refund of the discount, a written request for a refund, including proof of entitlement to the discount, must be received by STC within 30 days of the date (i) the order was shipped in the case of paper based, audio, video and Computer Based Materials; (ii) the enrollment was purchased in case of live or virtual classes; (iii) the username was issued by STC in the case of access to my.stcusa.com. No refunds of discounts will be made after the expiration of the 30 day period. Series Qualification Exam Prep Course Retake Policy - Live and Virtual Classroom After successfully completing an STC exam prep course inclusive of live or virtual classroom enrollment, if the student does not obtain a passing grade on the related exam, that student may re-take the same series class, at any open enrollment virtual class or a live classroom location, pending availability, at no additional charge, for as many times as may be necessary as long as the re-take class is completed within six(6) months of the original purchase. Pre-registration is required in all instances. Miscellaneous STC reserves the right to adjust upward any pricing or other charges that may not have been applied or that may have been incorrectly applied, to an order. For Complete Package purchases, if products or services have been discounted, the return of any separate product or the decline of any service contained within the package could result, at the discretion of STC, in an upward cost adjustment with the retained products or services being charged at full retail price. All refunds will be in kind to the original method of payment. No refunds will be made except as stated above. CLASS ENROLLMENTS Live and Virtual Classroom training is available only to students who have purchased the related Classroom training. Merely being in possession of, or having access to, STC’s study materials does not entitle a student to attend class. For those who have purchased Classroom training, please call and reserve a spot as soon as possible as seating is limited. Students who have purchased Classroom training have up to six(6) months from the date of purchase to attend a class for the program in which they are enrolled. One class per student subject to the above Re-Take Policies.