Refund and Cancellation Policy

This Refund and Cancellation Policy (the “Policy”) establishes the terms governing cancellation, withdrawal, refunds, credits, and related adjustments for educational products and services purchased from TSI National (“TSI”). This Policy forms part of the applicable purchase agreement and shall be read together with the Terms and Conditions, the description of the purchased product, and any applicable enrollment agreement.

1. Scope, Definitions, and Order of Precedence

1.1 Covered purchases. This Policy applies to insurance examination preparation, prelicensing education, continuing education, self-study courses, virtual instruction, in-person instruction, course packages, digital materials, and separately purchased course extensions or upgrades, except to the extent a product is expressly sold under separate disclosed refund terms.

1.2 Defined terms. “Purchaser” means the person or organization that purchases and pays for a product or service. “Student” means the individual assigned access to the purchased instruction. “Order” means the particular purchase transaction. “Course” includes the instruction, access, materials, assessments, and other components expressly included in the purchased offering. “Applicable Requirements” means mandatory law, binding regulatory approval conditions, and applicable purchase-specific or enrollment commitments that govern the affected transaction.

1.3 Controlling provisions. Applicable Requirements prevail over an inconsistent provision of this Policy. A specific binding refund commitment applicable to a purchase prevails over the general final-sale rule to the extent of that commitment. The provisions governing mandatory refunds, payment corrections, and TSI’s failure to provide the purchased service take precedence over general nonrefundability language, including such language in the Terms and Conditions.

1.4 Scope of entitlement. A refund provision applies only to the purchase, person, course format, jurisdiction, and circumstances within its scope. Reference to a statute or state-specific requirement does not represent that every TSI course is subject to that requirement or confer a cancellation privilege on an otherwise excluded transaction.

2. Texas Business Operations and Governing Law

2.1 Texas operations. TSI is based in Austin, Texas, and administers its course sales and business operations from Texas. To the fullest extent permitted by applicable law, this Policy and the contractual rights and obligations arising from purchases accepted by TSI in Texas shall be governed by the substantive laws of the State of Texas, without application of a conflict-of-laws rule that would otherwise select another jurisdiction’s law.

2.2 Mandatory rights in other jurisdictions. The Texas governing-law provision does not exclude a nonwaivable consumer, education, cancellation, or refund protection that applies to the Purchaser or Student in another state. Such a requirement controls to the extent it cannot lawfully be displaced by agreement. The state-specific provisions in Section 11 supplement this rule and are not an exclusive list of protected rights.

2.3 Dispute provisions. Any applicable agreement concerning arbitration, forum, or venue is addressed in the Terms and Conditions, subject to nonwaivable law. This Policy does not independently impose a new arbitration agreement, waive a statutory remedy, or restrict a person’s right to contact a regulator or payment provider.

3. Final Sale; General Exclusion of Voluntary Refunds

3.1 Final-sale rule. Except as expressly provided in Sections 9, 10, and 11, required by Applicable Requirements, or specifically authorized in writing by TSI, all completed purchases are final and nonrefundable, whether used or unused. TSI does not provide a general trial period, satisfaction guarantee, change-of-mind cancellation period, or unconditional money-back guarantee.

3.2 No refund arising from nonuse. Failure to log in, open materials, begin instruction, attend a scheduled class, complete assignments, or finish before access expires does not, by itself, create a refund entitlement. A request made promptly after purchase is subject to the same rule unless an applicable cancellation right provides otherwise.

3.3 Personal and employment circumstances. Selection of an incorrect course, state, license category, or format; a change of employer or employment requirements; scheduling conflicts; insufficient study time; financial hardship; dissatisfaction; a decision not to seek licensure; and unsuccessful examination or licensing results do not independently establish a voluntary refund right. This provision remains subject to protected circumstances and remedies required by Applicable Requirements.

3.4 No implied approval or waiver. Submission or acknowledgment of a request does not constitute approval of cancellation, refund, credit, or exchange. An exception is effective only to the extent confirmed by an authorized TSI representative in writing for the identified Order. An individual exception does not establish a general refund practice, amend this Policy for other purchases, or waive another contractual right.

4. Application to Course Formats and Materials

4.1 Self-study and continuing education. Online self-study, recorded instruction, downloadable materials, quizzes, Practice Tests, final examinations, and continuing education purchases are subject to the final-sale rule. Digital access or delivery does not create a right to return consumed materials. Conversely, use of materials does not extinguish a refund or cancellation right that Applicable Requirements preserve despite use.

4.2 Virtual and in-person instruction. A purchased class place is subject to the same final-sale rule, including when the Student does not attend, leaves early, or requests cancellation before the scheduled start. TSI-initiated cancellation, postponement, or a material failure to deliver is governed by Section 9 and any controlling state requirement.

4.3 Access periods and separate services. The access period and included services stated in the purchased offer govern. Standard online access is 70 days unless the product or applicable agreement provides otherwise. An extension, upgrade, rescheduling service, or additional resource does not automatically refund another purchase, restart a cancellation period, or extend access beyond the terms expressly provided for that service.

4.4 Physical materials and third-party charges. Separately sold physical materials are governed by their disclosed return terms and Applicable Requirements. TSI does not cancel or refund examination appointments, licensing applications, fingerprinting services, or other charges paid directly to a third party. A disclosed third-party charge collected by TSI is evaluated according to the actual payment record and applicable refund requirements.

5. Incorrect Purchases, Withdrawal, and Course Changes

5.1 Purchaser review. Before payment, the Purchaser is responsible for reviewing the selected course, state, license category, delivery format, access period, price, and any class dates. A Student’s employer or prospective employer may impose requirements different from those associated with the selected product.

5.2 Incorrect selection. A Purchaser who discovers an incorrect selection should notify Support promptly and discontinue use of the affected Course while the request is reviewed. An incorrect selection does not itself establish refund eligibility. Purchasing a replacement does not automatically cancel or refund the original Order.

5.3 Separate withdrawal and financial determinations. A request to end participation or withdraw from a Course is distinct from entitlement to a refund. TSI evaluates the financial consequences under this Policy and Applicable Requirements. No free transfer, substitution, upgrade, or exchange is promised by this Policy; any approved correction shall identify the applicable Course and any additional payment or access terms in writing.

6. Administrative Cancellation Deduction and Refund Calculation

6.1 Eligibility must first exist. The administrative cancellation deduction does not create a right to cancel or obtain a refund. Where a cancellation refund is available under Applicable Requirements or an authorized written exception, TSI applies a $50 administrative cancellation deduction only to the extent the governing rule permits that deduction.

6.2 Amount and limitation. Refunds are calculated using the eligible amount actually paid after discounts and coupons, rather than the undiscounted retail price. The deduction shall not exceed $50, the eligible course-price balance, or a lower controlling limit. It shall be applied no more than once per original Order, including separate cancellation requests concerning items within that Order, and shall not create an additional debt owed by the Purchaser.

6.3 Calculation method. The calculation, measurement of instruction, and sequence in which any permitted deduction and proration are applied shall follow the controlling requirement. Where no different calculation is required, the permitted deduction is subtracted from the eligible course-price refund balance. A balance of $50 or less may therefore be reduced to $0. This provision does not authorize substitution of a general percentage formula for a calculation prescribed by law.

6.4 Taxes and previous adjustments. Refundable taxes are calculated separately under applicable tax requirements and are not treated as administrative-fee revenue. Prior refunds, credits, and deductions are reconciled to prevent duplicate reimbursement or repeated deductions. A refund shall not exceed the remaining amount paid for the affected purchase.

6.5 Excluded deductions. No administrative cancellation deduction applies to a confirmed duplicate charge, a refund arising from TSI’s inability to deliver the affected purchase, or a refund that Applicable Requirements require to be paid in full without a fee. A statutory cancellation right is not reduced by a deduction merely because this Policy generally refers to $50.

7. Packages, Discounts, Employer Payments, and Credits

7.1 Packages. A package sold as one product includes the components identified in the offer. Unused components do not independently establish refund eligibility. If a partial refund is required, the controlling rule and the applicable purchase records determine the affected components and amount; a new allocation shall not be imposed retroactively to defeat an existing refund right.

7.2 Separate purchases. Separately purchased Courses are evaluated separately. Use of one Course does not extinguish a required refund for a different purchase. The per-Order deduction limit in Section 6 remains applicable.

7.3 Discounts and sponsored enrollment. Coupons, complimentary enrollment, free materials, and promotional value do not create a cash refund exceeding the amount actually paid. Employer, agency, sponsor, or group payments are refunded, when eligible, to the appropriate payer or original payment source, rather than as cash to a Student who did not make the payment.

7.4 Account credit. Account credit is handled according to its original payment record, disclosed terms, and Applicable Requirements. An account credit does not become a cash payment merely because cancellation is requested. TSI shall not require acceptance of a credit or replacement where a monetary refund is legally required.

8. Course Use, Completion, and Relevant Records

8.1 Substantive use. Course use includes intentionally opening a paid lesson, playing paid instructional video, downloading purchased materials, beginning a paid assessment, or participating in instruction. Chapter quizzes, Practice Tests, and final examinations are distinct assessment activities, each of which may constitute use of paid content.

8.2 Administrative activity. Account creation, automatic enrollment, receipt of an email, an ordinary login, viewing a course menu, or accessing a free preview does not by itself establish use of paid instructional content.

8.3 Required measurements. When refund eligibility depends on lessons completed, instructional time, attendance, or another prescribed measure, TSI applies the measure required for that transaction. A page opening does not automatically establish a percentage of completion, and a Practice Test shall not be treated as a statutory completion percentage unless the governing requirement permits that treatment.

8.4 Records. Relevant Order, payment, delivery, attendance, course activity, acknowledgment, and communication records may be reviewed to determine the facts of a request. A determination shall concern the identified purchase and Student and remain subject to applicable privacy and record-retention requirements.

9. TSI Cancellation, Delivery Failure, and Payment Corrections

9.1 Failure to supply the purchase. If TSI supplies a Course materially different from the one purchased, cancels the purchased instruction, or cannot provide a material promised component, Support will investigate and seek to correct the failure. If TSI cannot provide the affected purchase, the Purchaser may elect an available suitable replacement or a refund of the affected purchase, subject to any more protective Applicable Requirements. No cancellation deduction applies to that refund.

9.2 Postponement and interruption. A material TSI-initiated schedule change is reviewed under this Section and any applicable state rule. A temporary technical interruption does not, by itself, establish that TSI has failed to deliver the purchase. A reported access problem shall be investigated; the final-sale rule does not excuse an unremedied material failure to provide the purchased service.

9.3 Payment corrections. Confirmed duplicate charges and overpayments are corrected according to the actual payment records without an administrative cancellation deduction. Failed, pending, voided, and captured payments are distinguished before a refund amount is determined. Reports of unauthorized charges are reviewed through the appropriate payment process.

9.4 Payment disputes. The Purchaser should advise Support of an open payment dispute so that any credit can be coordinated without duplicate reimbursement. TSI may provide relevant transaction and performance records to the payment provider. The existence of a dispute does not, by itself, establish fraud, forfeit a mandatory refund, or authorize an additional chargeback penalty.

10. Texas Education Code and Protected Circumstances

10.1 Applicability of Chapter 132. Where a purchase or program is governed by Texas Education Code §132.061 and applicable Texas Workforce Commission rules, those requirements control. Their application is determined by the provider and program classification, applicable exemptions or approvals, instructional format, and program length.

10.2 Statutory cancellation and misrepresentation. Where §132.061(a) applies, the prescribed cancellation privilege permits a full refund within the statutory 72-hour period, through midnight of the third day excluding Saturdays, Sundays, and legal holidays, following signature of the enrollment agreement. The applicable remedy for enrollment procured through misrepresentation also controls. No $50 deduction is imposed on a full refund required under that subsection. Programs described in subsection (g) are subject to their separate statutory treatment.

10.3 Asynchronous instruction. For covered asynchronous distance education, the lesson-based refund requirements, effective termination date, allowable retention, prescribed proration, and payment deadline in §132.061(b)(7)–(11) apply. Those provisions include specified circumstances in which no more than $50 may be retained and require completion of the refund within 60 days after the statutory termination date. A rule applicable to live instruction shall not be substituted for the asynchronous calculation.

10.4 Resident and synchronous instruction. For covered resident or synchronous distance education, the applicable time-based calculation, termination date, permitted administrative retention, 75-percent completion threshold, and 60-day payment deadline in §132.061(b)(1)–(6) apply. TSI’s administrative deduction remains subject to its $50 per-Order maximum when a deduction is permitted.

10.5 Short programs, seminars, and workshops. Where §132.061(g) governs a program of 40 hours or less, seminar, or workshop, its separate time-based pro rata refund requirements apply. Exemption from subsection (a)’s 72-hour rule is not an exemption from subsection (g)’s refund obligations.

10.6 Discontinued instruction and military service. A refund required for discontinued instruction under §132.061(d), or a remedy required by applicable military-service protections, including §132.0611 where applicable, shall be provided under the controlling provision. Protected military withdrawal may carry refund, incomplete-grade, or re-enrollment rights. General final-sale, expiration, and fee provisions do not displace those rights.

11. Mandatory State and Program-Specific Exceptions

11.1 Nationwide reservation of mandatory protections. If a law or binding regulatory requirement applicable to a purchase requires a cancellation period, full or partial refund, particular calculation, fee limitation, form of notice, payment deadline, or other remedy, TSI shall provide that protection. This exception applies whether or not the jurisdiction is specifically named below. It is not conditioned on TSI granting a discretionary exception, and the Purchaser need not identify a statutory citation to submit a request.

11.2 Minnesota approved education. For an approved course governed by Minnesota Statutes §45.34, TSI cancellation requires return of all fees within 15 days of cancellation. If TSI postpones the course, the Student shall be offered the choice of attending later or receiving a full refund. No administrative deduction applies to those required refunds. Student-initiated cancellation or inability to attend remains governed by this Policy to the extent permitted by the statute.

11.3 California regulated postsecondary instruction. If the affected institution and program are subject to California Education Code §94920, the applicable cancellation right through the first class session or seventh day after enrollment, whichever is later, the required pro rata refund for completion of 60 percent or less of the attendance period, and the 45-day refund deadline control, together with any applicable distance-education rule. Only a deduction of the type and amount permitted by the controlling rule may be made; this Policy’s $50 provision is not independent authority to withhold a fee. These provisions apply subject to the Act’s statutory scope and exemptions, including §94874.

11.4 Approved courses and enrollment commitments. Refund terms contained in an applicable state-required enrollment agreement, school catalog, insurance education approval condition, or other binding program commitment shall be honored. This includes any applicable commitment for California, Wisconsin, West Virginia, Minnesota, Kentucky, New York, or another state in which the affected Course is offered. A general website final-sale provision does not negate a controlling approval condition or specific enrollment obligation.

11.5 Scope of exceptions. A required exception shall be applied to the affected transaction to the extent required, without creating a general voluntary refund right for other transactions. A statutory requirement concerning a particular type of licensed school, program, or instructional format applies only when its legal prerequisites are satisfied. Any applicable requirement more protective than the summaries above controls.

12. Notice, Determination, Payment, and Access

12.1 Written requests. Submit cancellation or refund requests through TSI Support or email Support@TSINational.com. Include the Purchaser’s or Student’s name, account email, Order number if known, affected Course, and the requested action. Do not include passwords, full payment-card details, or unnecessary sensitive records.

12.2 Effective notice. The first verifiable written request received by Support establishes the request time unless Applicable Requirements prescribe a different effective date or permit another form of notice. Receipt outside business hours does not postpone that time. A request need not be resubmitted through a different channel merely to preserve its timeliness.

12.3 Review and determination. The affected Course should not be used while cancellation is under review. TSI may request information reasonably necessary to identify the transaction, verify the relevant circumstances, or apply a required exception. TSI shall explain the decision and, when a refund is approved or required, its calculation and payment status. A request for information or internal approval process does not restart a statutory deadline.

12.4 Payment. Eligible refunds are returned through the original payment source or to the appropriate payer, subject to lawful payment-processing requirements. TSI shall comply with the applicable refund deadline; the payment provider may require additional time to display a submitted credit. Where a controlling rule requires refund completion by a stated date, that rule governs.

12.5 Access and academic records. When a purchase is fully canceled and refunded, its associated access and future bookings end. The effect of a partial refund on access shall be specified in the written resolution and comply with Applicable Requirements. A refund request alone does not delete an account or revoke unrelated purchases. Academic records and legitimately issued or reported completions are retained as required.

13. General Provisions and Contact

13.1 No guarantee of results. A Course purchase provides the instruction and services described in the offer. It does not guarantee examination passage, licensure, employment, compensation, or acceptance by an employer or regulator. A specific binding written commitment associated with the purchase remains enforceable according to its terms and applicable law.

13.2 Severability and nonwaiver. If a provision is held invalid or unenforceable, it shall be given effect only to the extent permitted by law, and the remaining provisions shall continue in effect to the extent enforceable. Delay in enforcing a contractual provision, or an authorized exception in an individual case, does not constitute a general waiver. These provisions do not waive statutory rights or cure a failure to meet a mandatory obligation.

13.3 Incorporation and interpretation. This Policy, the applicable Terms and Conditions, the purchased offer, and any applicable enrollment agreement establish the contractual refund terms, subject to Applicable Requirements. Headings are for organization and do not enlarge or restrict an operative provision. TSI may publish revisions for subsequent transactions; publication alone does not establish a Purchaser’s assent to a different agreement.

13.4 Support and review. Questions and requests for review of a refund determination may be submitted to Support@TSINational.com or through tsinational.com/submit-ticket/. TSI National is based in Austin, Texas 78739.