Immersive Engineering, Inc.
Refund and Cancellation Policy
This policy explains when a purchase from Total Machinist can be refunded, how to request one, and how long it takes. Individual purchases and organisational purchases are treated differently, and section 1 explains which you are.
1. Which kind of purchase is yours
Individual purchases — refundable
You bought a class for yourself, at the price shown on the site. Sections 2 to 5 give you full refund rights.
Organisational purchases — final
A school, college, employer, bookstore or reseller bought seats, a bundle or codes for onward supply — by purchase order, invoice or credit card. Section 6 applies and all sales are final.
The difference is not how you paid. Organisations pay by credit card as often as by purchase order, and that does not change the terms. Nor is it the size of the order. It is whether the purchase was made at the listed price by the person taking the class, or agreed as a package with an organisation.
2. What we sell
Total Machinist sells access to online training. Two things can be bought:
- Subscription codes — a code that unlocks a class in the learning platform for a set period. Codes are delivered by email immediately after payment.
- Software licences and bundles — access to industry software supplied with training, sold through the Industry Store.
Both are digital. Nothing is shipped, and there is nothing to return.
3. The rule individual refunds turn on
A subscription code can be refunded until it is redeemed. Once a code has been entered into the learning platform it has done its job — it has opened a class, and it cannot be withdrawn or reissued. From that point the purchase is final, except in the circumstances in section 5.
This is why we ask you to check the class before you redeem, not after. Every class page shows the school, the class, the instructor, what the class covers and how long access lasts, and it is readable without buying or redeeming anything. If anything there is not what you expect, ask us before entering the code — at that point we can still refund it.
4. Refunds we give to individual customers
Unredeemed subscription codes
Refundable in full within 15 days of purchase, for any reason. You do not need to explain why.
Wrong class, wrong school
If your code was bought for the wrong class or the wrong organisation and has not been redeemed, we will either refund it or exchange it for the correct class, whichever you prefer.
Duplicate payments
Refunded in full, whenever we or you find them, with no time limit.
Software licences and bundles
Refundable in full within 15 days of purchase, provided the licence has not been activated. Once activated with the software vendor, a licence cannot be returned to us and we cannot refund it.
5. Refunds after a code has been redeemed
A redeemed code is normally final. We will still refund it in these cases:
- The class did not work. If a technical fault on our side stopped you using the class and we could not fix it, we refund in full.
- The class was withdrawn or substantially changed by us after you bought it.
- The purchase was not authorised by the cardholder.
Outside those cases, a redeemed code is not refundable. In particular:
- Changing your mind after starting the class is not a refund reason. Deciding the class is not what you expected, once you have redeemed the code and seen the material, does not qualify.
- Not using a class you unlocked is not a refund reason. We have no way to tell an unused class from a completed one, and the access has already been granted.
The 15 days in section 4 apply only to codes that were never redeemed. Redeeming a code ends the refund window immediately, whether that happens on the first day or the fifteenth. This is deliberate: the class opens the moment the code is used, and we cannot close it again.
We may make an exception at our discretion. Doing so once does not create a right to it, and does not oblige us to do the same again.
6. Organisational purchases — all sales final
Purchases made by a school, college, employer, bookstore or reseller are final. Subscription codes supplied to an organisation are not returnable and not refundable, whether or not they have been redeemed, distributed or sold on. This applies however the order was paid — purchase order, invoice or credit card.
These purchases are agreed rather than transacted. Price, seat count and term are settled as a package before the order is placed, and the price reflects the volume committed to. Once we have issued the codes we cannot withdraw them from the learning platform or supply them to anyone else, so unused seats stay with the organisation in the same way as any other course material bought for a term.
How long a code stays valid
A code is good until it is used, or for two years from purchase, whichever comes first. An organisation can hold codes back and issue them across more than one term without losing them, but two years after the order an unredeemed code stops working.
The two years are the time allowed to redeem the code. Redeeming it starts the class period the code was sold for, which runs from that point and is not shortened by how long the code sat unused.
Three things this does not affect
None of these is a refund, and none of them depends on this section:
- A code that does not work is replaced. If a code we issued fails to redeem through a fault on our side, we reissue a working one at no charge. That obligation has no time limit.
- Codes we billed for but did not deliver. If an invoice covers codes that were never issued, we correct the invoice.
- Duplicate or incorrect invoicing is corrected whenever it is found.
Where a signed agreement exists
Where a signed supply, reseller or renewal agreement is in place, that agreement governs and this section yields to it. Where a public institution’s own procurement terms require something different, those terms control for that customer, as set out in section 10 of the End User Licence Agreement.
7. If you were given your code by a school or bought it from a bookstore
Your request goes to them, not to us. They bought the codes and hold the payment, and we cannot refund a purchase we were not party to. Your school or bookstore decides what it does for its own students.
If the code itself will not redeem, contact us and we will replace it — that is a fault on our side and we fix it whoever supplied the code.
8. How to request a refund
Email support@immerse2learn.com with:
- your order number, from the confirmation email;
- the email address used at checkout;
- which codes or items the request covers.
We do not require an account to buy from us, so the order number and the email address are how we find your purchase. Please keep the confirmation email.
We reply within two business days and tell you whether the refund is approved before we process it.
9. How long a refund takes
Approved refunds are returned to the original payment method. We cannot send a refund to a different card or account.
- We process approved refunds within five business days.
- Your bank or card issuer then takes five to ten business days to post it. That part is outside our control.
10. Cancelling before delivery
Codes are delivered within moments of payment, so there is rarely a window in which an order can be cancelled rather than refunded. If your order has not yet been delivered, email us and we will cancel it instead — the effect is the same and it is usually quicker.
11. Disputes
If you believe a charge is wrong, please contact us before disputing it with your bank. Almost every dispute we have seen was a refund we would have given on request, and a chargeback takes far longer to resolve for both of us.
This policy is governed by the laws of the State of Michigan, and forms part of the terms you accept at checkout.
Contact
support@immerse2learn.com
Immersive Engineering, Inc.
+1 248 865 2001