This policy describes how we handle credit or exchange requests for our digital korovai baking courses and modules. It applies to all online instructional products focused on the art, technique, and science of crafting traditional wedding loaves (korovai). Our intent is to ensure you receive complete, functional course materials so you can learn without interruption. Please review the eligibility criteria, submission procedure, evaluation process, and available remedies outlined below.
1. Scope of Coverage
This policy covers digital instructional content delivered in any format, including:
- Video lesson series on dough preparation, decorative piping, assembly, and stabilization.
- Downloadable PDF guides, recipe sheets, and engineering diagrams.
- Interactive assignments, quizzes, and practical troubleshooting modules.
- Live or recorded webinar sessions and community forum access.
This policy does not apply to physical equipment, third‑party software, or live coaching beyond the included digital assets.
2. Qualifying Issues
You may request a credit or exchange under this policy if you encounter any of the following:
- Access Failures
Inability to access course modules, broken links, or portal login errors, despite correct enrollment credentials. - Incomplete Delivery
Missing videos, PDF chapters, or assignment files that were advertised but not provided in your course package. - Corrupted Files
Video files that fail to play, PDF documents that cannot be opened, or materials containing formatting errors that impede learning. - Enrollment Discrepancies
Charges for modules you did not enroll in, or lack of access to modules you did purchase.
Requests based solely on a change of learning preference, lack of time, or difficulty mastering techniques do not qualify under this policy.
3. Submitting a Request
To initiate a review, please follow these steps:
- Gather Order Information
Locate your order or invoice number, course title, and the email address used for enrollment. - Document the Issue
Capture screenshots or screen recordings that clearly show the problem (error messages, missing files, playback failures). - Email Support
Send an email to our support address with:- Your order or invoice number
- Course name and module details
- A concise description of the issue
- Your supporting screenshots or recordings
Providing accurate, thorough information helps us resolve your request more quickly.
4. Evaluation Procedure
Upon receiving your request, our team will:
- Verify Enrollment
Confirm that you are correctly enrolled in the affected course or module. - Test Access
Attempt to replicate the issue on at least two different devices or browsers to isolate user‑specific factors. - Inspect Content
Examine master course files to ensure that all lessons and resources are intact and free from corruption. - Validate Credentials
Check that any required license keys or access tokens are functional and correctly assigned to your account.
We aim to complete this evaluation promptly and will keep you informed of our findings via email.
5. Resolution Options
If your request is approved, you may choose one of the following remedies:
- Corrected Access
Provision of updated links, corrected files, or restored portal access to the affected modules. - Course Exchange
Selection of a different korovai baking course or module of equal value, subject to availability. - Account Credit
A credit equal to the purchase amount, redeemable towards any future digital course.
If refunding the original payment method is not feasible due to payment processor limitations, account credit will be issued by default.
6. Partial Deliverables
For isolated issues—such as a single corrupted video or missing PDF—you may receive only the affected component rather than re‑downloading the entire course. This targeted approach minimizes disruption and conserves bandwidth.
7. User Responsibilities
To facilitate a smooth resolution, please:
- Verify Prerequisites
Ensure you have installed any free software specified in course instructions (e.g., PDF reader, required browser codecs). - Test on Multiple Devices
Attempt access from a second device or network to rule out local connectivity issues. - Retain Records
Keep error messages, screenshots, and correspondence related to your request for reference. - Follow Setup Guides
Adhere to any installation or login steps provided in the course welcome materials before reporting issues.
8. Exclusions
This policy does not cover:
- User errors stemming from failure to follow course setup guides.
- Technical problems caused by unsupported browsers, outdated operating systems, or firewall restrictions.
- Requests for additional tutoring, live one‑on‑one coaching, or custom recipe modifications.
9. Policy Revisions
As digital learning technologies evolve, this policy may be updated to reflect improved delivery methods and support practices. The current version will always be posted on our website. We welcome your feedback to help us refine our processes and ensure high‑quality educational experiences.
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