Refund and Course Transfer Policy

Cloud Aero Independent Trading as HFS Worldwide
Effective Date: 4th June 2026

Cloud Aero Independent provides online-only digital training courses for the aviation industry. We are committed to providing high-quality digital training and clear information before purchase.

We understand that, occasionally, situations may arise where a refund or course transfer is requested. This policy explains when refunds, course transfers, or goodwill discounts may be granted.

By purchasing a course from Cloud Aero Independent, you agree to this Refund and Course Transfer Policy.

Contact Information

For all refund or course transfer requests, please contact us at:

co*****@********************co.uk

1. Online Course Access

Our courses are supplied as digital content through online access. No physical goods are supplied.

Course access may be provided immediately or shortly after payment is confirmed. Where immediate access is provided, you may be asked to confirm that you want access to begin before the end of the statutory 14-day cancellation period and that you understand this may affect your right to cancel.

2. Digital Course Refund Policy

Under the Consumer Contracts Regulations 2013, digital content may become non-refundable once access, downloading, or streaming begins, provided the consumer has given express consent to immediate access and acknowledged that cancellation rights may be lost once access begins.

Cloud Aero Independent also offers the following goodwill refund and course transfer options.

3. Eligibility for Refunds or Transfers

a. 100% Refund

A full refund may be granted if all of the following conditions are met:

you notify us within 48 hours of purchase;
the course material has not been accessed, started, streamed, downloaded, or used in any way;
no videos have been watched;
no learning chapters or modules have been accessed;
no downloads have been initiated;
no quizzes, assessments, or tests have been attempted; and
a written request is sent to us within the required timeframe.

If the above conditions are met, the refund will normally be processed to the original payment method.

b. Course Transfer or 50% Goodwill Discount

If you have accessed or partially completed a course, a full refund will not normally be available.

However, at our discretion, we may offer one of the following:

a transfer to the correct course, where an error was made during enrolment or purchase; or
a 50% refund or 50% discount toward a future course, where you notify us within 7 calendar days of purchase and the course has been started but not completed.

Requests must be submitted in writing and will be assessed based on the level of course access, progress, downloads, assessment attempts, and the circumstances of the request.

c. No Refund

No refund will be issued where:

the course has been completed;
the request is made more than 7 calendar days after the date of purchase;
course materials have been substantially accessed, streamed, downloaded, or used;
quizzes, assessments, or tests have been completed or substantially attempted;
you no longer require the course;
you failed to complete the course within the access period;
you did not achieve a desired result or assessment outcome, unless the course was faulty or not as described;
the course was purchased in error but accessed before contacting us; or
access problems are caused by your device, browser, internet connection, software settings, or failure to meet stated technical requirements.

4. Course Suitability

It is your responsibility to check that the course is suitable for your needs before purchase. Course descriptions are provided on the website to help you make an informed decision.

If you are unsure whether a course is appropriate for your role, employer, regulator, approval requirement, or organisation, please contact us before purchasing.

5. Technical Problems

If you experience a technical problem accessing a course, please contact us as soon as possible.

We may ask you to provide reasonable information to help us investigate the issue, including screenshots, browser details, device information, or a description of the problem.

Where the issue is caused by Cloud Aero Independent and we are unable to provide access within a reasonable time, we may offer one or more of the following:

alternative access;
an extension of course access;
transfer to another course;
replacement access; or
a refund, where appropriate.

We are not responsible for access issues caused by your own device, internet connection, browser, firewall, software, email settings, or failure to meet any stated technical requirements.

6. How to Request a Refund or Course Transfer

To request a refund or course transfer, please send a written request to:

co*****@********************co.uk

Your request should include:

your full name;
the email address used for registration or purchase;
the course name;
the date of purchase;
a brief explanation of your situation;
whether any course content has been accessed, started, streamed, downloaded, or completed;
whether any quizzes, assessments, or tests have been attempted; and
any relevant supporting information.

We may check course access records, progress records, download records, quiz or assessment attempts, and payment records before making a decision.

7. Processing Times

We aim to respond to refund or course transfer requests within 2 working days.

Where a refund is approved, we aim to process it within 5 working days using the original payment method.

Cloud Aero Independent is not responsible for delays caused by banks, card providers, or payment processors.

8. Business Customers

Where a course is purchased by or on behalf of a business, company, employer, organisation, training provider, or other commercial entity, consumer cancellation rights may not apply.

Refunds, course transfers, or goodwill discounts for business purchases are granted at the discretion of Cloud Aero Independent unless otherwise agreed in writing or required by law.

9. Statutory Rights

Nothing in this policy affects your statutory rights.

If digital content is faulty, not as described, not fit for purpose, or we do not have the right to supply it, you may have legal remedies under applicable consumer protection law.