Returns and Complaints.

For complaints, technical issues or questions about course access, payments or certificates, please email biuro@pfa.edu.pl.

When contacting us, please include your full name, learner account email address, course name, a description of the problem and your order or certificate number, if available.

If the problem concerns the website, it is helpful to include a screenshot, the name of your browser and a brief description of what you were doing when the problem occurred.

After a successful payment, access to the Online Personal Trainer Course should be assigned to your learner account automatically.

In exceptional cases, access activation may take a short time due to communication between the payment provider and the platform.

If access does not appear after payment, PFA Academy will check the order status and whether the course has been assigned to your account.

If payment has been collected but access has not been granted for technical reasons, PFA Academy will take corrective action or propose an appropriate resolution.

A complaint may concern, in particular, missing access after purchase, a sign-in error, or problems with the learner dashboard, a quiz, the final exam, a certificate or downloading a document.

PFA Academy may request additional information needed to reproduce the problem and check your account.

If the error is caused by the platform, PFA Academy will take corrective action within a reasonable time.

If the problem is caused by your device, browser, internet connection or settings, PFA Academy may provide guidance but is not responsible for your technical environment.

The Online Personal Trainer Course is made available as digital content or a digital service in the learner dashboard.

As a general rule, a consumer may have the right to withdraw from a distance contract within 14 days, unless a statutory exception applies to the commencement of the supply of digital content or a digital service with the consumer’s express consent.

Before proceeding to payment, users must accept the Terms and Conditions and the Returns Policy, and consent to supply beginning before the end of the 14-day period following conclusion of the contract.

After a successful purchase and once the course has been made available in the learner dashboard, supply begins and the user loses the right to withdraw from the contract to the extent provided for by law.

After a successful purchase and access activation, PFA Academy begins fulfilling the contract by making the online course, lessons, materials, quizzes and certification pathway available in the learner dashboard.

In this situation, a refund under the standard 14-day right of withdrawal is not available once supply has begun and course access has been granted, provided that consent was validly given before payment.

A refund may be considered in the event of an incorrect or duplicate payment, a technical inability to grant access despite payment having been collected, or a persistent technical problem on PFA Academy’s side that could not be resolved.

A refund is not available solely because a user changes their mind after receiving course access, does not start or complete the course, does not take the final exam or does not use the materials.

A refund is also not available where the user has received course access in accordance with their order and the problem is caused solely by their device, browser, internet connection or settings.

If a refund is granted in an individually justified case, it should be processed using the payment provider’s available methods or another agreed method.

PFA Academy does not collect payment card details to issue refunds manually — payments are handled by Stripe.

If a certificate has been generated with incorrect details, the user should contact PFA Academy and describe the problem.

If the error results from incorrect information supplied by the user, PFA Academy may request confirmation of the correct details before generating the document again.

If the problem concerns downloading a certificate in Polish or English, or public verification of a certificate number, PFA Academy will check the document’s status in the system.

Registering interest in an in-person course or a course marked as coming soon does not automatically constitute a course purchase or guarantee that the course edition will take place.

The current interest forms for in-person courses and courses coming soon do not constitute a paid reservation, do not result in an automatic purchase and do not create a payment obligation.

Interest forms are used solely for organisational contact, sharing information about planned dates or compiling an interest list.

PFA Academy responds to enquiries within a reasonable time, depending on the nature of the matter and the completeness of the information provided.

If an enquiry requires checking a payment, course access, exam history or a certificate, the response time may depend on verification of technical data.

Contact for returns and complaints: biuro@pfa.edu.pl.