If we don't deliver on our promise, we'll refund you.

Create is built on a simple principle: we deliver qualifications and training that meet professional standards and support learners every step of the way.

The Create, Full Money Back Guarantee reflects our confidence in the quality, delivery, and support of our programmes. We commit to maintaining specific service delivery standards throughout your course. If we fail to meet these standards and cannot resolve the issues you raise, we will refund you.

This guarantee is available on our Personal Training Diploma only.

To qualify for Create's Full Money Back Guarantee, a learner must meet all of the following conditions:

2.1 Course Completion

The learner must:

• Successfully complete and pass their Personal Training Diploma with Create
• Complete all required learning, assessments, coursework, and any practical elements to officially ‘complete’ the course and pass the assessments.
• Receive formal written confirmation of course completion from Create.
• Complete the course within the 12-month allocated study period from enrolment

Note: The Money Back Guarantee is only available to learners who complete within 12 months. If you extend beyond 12 months (for a fee), you are no longer eligible for this guarantee.

2.2 Service Issue Reporting

This guarantee is based on Create meeting documented service delivery standards. To be eligible for a refund, you must:

• Notify Create of any service issues or unmet expectations within 5 working days of the issue arising
• Report issues in writing to [email protected] with the subject line "Service Issue Report"
• Provide specific details: what the issue was, when it occurred, and how it affected your learning

Critical: If you do not report a service issue within 5 working days of it arising, you forfeit your right to claim a refund on that issue. By remaining silent, you accept Create's service delivery at that time.

2.3 Create's Response & Remediation Window

Upon receiving your service issue report, Create commits to:

• Acknowledge your report within 5 working days
• Respond with a resolution plan or remediation actions within 10 working days
• Actively work to resolve the issue during the remediation window

If Create successfully resolves your issue to your satisfaction within this timeframe, your right to claim a refund on that specific issue is revoked. However, if the issue remains unresolved or is inadequately addressed, it becomes valid evidence for your Money Back Guarantee claim.

2.4 Engagement & Effort

The learner must demonstrate genuine engagement with the programme:

• Attend and participate in scheduled learning (online modules, practical sessions, group work)
• Respond to tutor communication and engage with feedback
• Engage with available support and remediation attempts from Create
• Submit assessments and coursework on time or within agreed extensions

Failure to engage reasonably with the course or Create's remediation attempts will invalidate eligibility.

2.5 Payment Status

To be eligible for this guarantee, the learner must:

• Not be in arrears or in breach of their payment plan terms
• Have made all payments due to date on their payment schedule
• Be in good standing with their finance provider (if applicable)

Note: You can apply for the Money Back Guarantee even if you have an active payment plan with Create or a third-party finance provider. However, any refund will only be processed once your financial obligation has been fully settled. See Section 4.3 for refund processing details.

If a learner is in arrears at any point during the course or at the time of application, they will not be eligible for this guarantee.

2.6 Refund Request Timing

The learner must:

• Request a refund in writing within 14 calendar days of receiving Create's formal course completion notification email
• Include evidence of all service issues reported during the course (copies of support tickets, emails, issue reports)
• Disclose their current payment status (fully paid, active payment plan with Create, or active finance agreement with third party)

Requests received after 14 days will not be considered.

3.1 How to Apply

To request a refund, the learner must:

Step 1: Email [email protected] with the subject line "Money Back Guarantee Request" within 14 days of your completion email. Include:

• Your name and email address
• The course(s) completed
• Copies of all service issues you reported during the course (emails, support tickets, issue reports)
• A brief summary of how these unresolved issues impacted your course experience

Step 2: Participate in a structured assessment interview with Create (mandatory)

• Create will contact you within 5 business days to schedule
• The interview will be arranged at a mutually convenient time, within 14 days of the request
• You must confirm attendance within 5 business days or your application will be closed

Step 3: Participate in the assessment interview

During this conversation, you will:

• Review the service issues you reported
• Discuss Create's response and remediation attempts
• Clarify the impact these issues had on your learning and outcomes
• Provide any additional context or evidence

Failure to attend the scheduled interview or cooperate in the process will invalidate your claim.

4.1 Assessment Criteria

Create will assess your claim based on:

• Verification of all reported service issues and their timing
• Create's documented response and remediation attempts
• Whether issues were resolved to your satisfaction
• The severity and duration of each unresolved issue
• Your engagement with the course and remediation attempts
• Payment status and arrears history

A minimum of two decision-makers will review each claim.

4.2 Refund Outcomes

Based on the assessment, Create will determine an appropriate refund. This may be:

• A full refund: where Create failed to meet documented service standards and could not adequately remediate
• A partial refund: proportional to the severity, duration, and number of unresolved service issues
• An alternative resolution: such as additional mentoring, support, or resources in lieu of refund
• No refund: where service standards were met or issues were adequately resolved

Refund amounts are determined through good faith discussion with the learner based on the documented evidence and impact of service failures.

4.3 Refund Amount & Processing

What is refunded:

Create will refund fees paid directly to Create for the completed course. The refund applies to:

• Personal Training Diploma

The refund does not include:

• Travel, accommodation, or equipment costs
• External course materials or resources purchased separately
• Finance/lending fees or interest

If paid in full:

• Refund will be processed within 30 days of approval.

If paid via finance agreement:

• You are responsible for settling your finance agreement with the lender
• Once the lender confirms settlement in writing to Create, we will process your refund within 30 days
• Alternatively, you can continue your finance agreement and Create will refund the approved amount directly to you (subject to your lender's agreement)

Refund deadline: If finance is not settled within 6 months of refund approval, the approved refund will expire.

The guarantee does not apply where:

• The learner did not complete all required elements of the programme
• The learner withdrew voluntarily from the course
• The learner was removed for misconduct or breach of Create's terms
• The learner did not report service issues within 5 working days of them arising
• The learner did not engage with Create's remediation attempts
• Service issues were resolved to the learner's satisfaction during the remediation window
• The learner is in arrears or has outstanding payment obligations
• The learner did not attend the mandatory assessment interview
• The refund request is received more than 14 days after course completion
• The learner completed the course after the 12-month allocated study period

This guarantee exists to protect learners who engage fully and communicate issues in a timely manner, giving Create the opportunity to address them. It is not a refund mechanism for disengagement, silent dissatisfaction, or failure to complete the course.

Create reserves the right to:

• Interpret and apply these Terms & Conditions reasonably and in good faith
• Request additional evidence or clarification as needed
• Decline applications that do not meet the stated eligibility criteria

Future changes:

The Money Back Guarantee may be amended or withdrawn for future enrolments at any time. However, any guarantee offered at the time of enrolment will be honoured in accordance with the version provided to the learner.