Refund Policy

This Refund Policy applies to all purchases of Services from AOC SDN BHD ("AOC," "we," or "us"). This Policy is incorporated into and governed by our Terms of Service.

IMPORTANT: Your refund rights vary based on your location. Please read the section applicable to your jurisdiction carefully before purchasing.

1. Jurisdiction-Specific Refund Windows

Your Location	Refund Window	Waiver Trigger
UK / EU	14 days	First Access to Member Portal (with express consent)
Australia	7 days	First Access to Member Portal
United States	7 days	First Access to Member Portal
Malaysia / Other	7 days	First Access to Member Portal

The "refund window" starts from the date of purchase, defined as the timestamp when payment is successfully processed by Stripe or PayPal.

2. The "First Access" Rule (Universal Waiver)

2.1 Automatic Forfeiture

YOUR RIGHT TO A REFUND IS AUTOMATICALLY AND IRREVOCABLY WAIVED UPON "FIRST ACCESS" TO THE MEMBER PORTAL.

"First Access" is defined as: The timestamp when you first log into the Member Portal and view, download, stream, or interact with ANY module, lesson, video, document, or other digital content.

2.2 Why This Rule Exists (Legal Basis)

For All Jurisdictions, accessing digital content constitutes: commencement of performance of the contract (the product has been delivered), receipt of the benefit of the Services (you have consumed the educational content), and loss of the right to withdraw (knowledge cannot be "returned").

This principle is recognized in:

• UK: Consumer Contracts Regulations 2013, Regulation 37
• EU: Consumer Rights Directive 2011/83/EU, Article 16(m)
• Australia: Australian Consumer Law — digital goods exception
• Malaysia: Consumer Protection (Electronic Trade Transactions) Regulations 2012
• US: No statutory cooling-off period, but industry standard for digital goods

2.3 Your Express Consent is Required

CRITICAL FOR UK/EU CUSTOMERS: The waiver of your withdrawal right ONLY applies if you provided express consent via the checkout confirmation checkbox (see Section 8). If you did NOT tick the consent box (which is required to complete purchase), the First Access rule does NOT apply, and you retain your full 14-day withdrawal right.

2.4 No Exceptions After First Access

The following are NOT valid grounds for a refund after First Access:

• ❌ "I changed my mind"
• ❌ "I did not find the content valuable"
• ❌ "I did not achieve profitable results"
• ❌ "I did not pass a funded trader challenge"
• ❌ "I did not have time to complete the Bootcamp"
• ❌ "The content did not meet my expectations"
• ❌ "I found the material too difficult / too easy"
• ❌ "I found a cheaper alternative"
• ❌ "My financial circumstances changed"

2.5 Australian Consumer Law Exception

FOR AUSTRALIAN CUSTOMERS ONLY: The First Access rule applies to "change of mind" refunds. Your rights under the Australian Consumer Law for guarantee failures remain unaffected — see Section 6.

3. Refund Request Process

3.1 How to Request

Refund requests must be submitted via email to support@theartofcrypto.co with the subject line "REFUND REQUEST". Your request must include:

• Full name
• Email address used at purchase
• Order number or transaction ID (found in your purchase confirmation email)
• Date of purchase
• Reason for refund request (optional but helps us improve)

3.2 Verification Process

We will verify:

• A. Timing Verification: Is the request within your applicable refund window (7 or 14 days)? If NO → Refund denied, time-barred.
• B. Access Log Verification: Did you log into the Member Portal? Did you view/stream/download ANY content? If YES → Refund denied, waiver applies.
• C. Consent Verification (UK/EU only): Did you tick the express consent checkbox at purchase? If NO → Refund may be granted even after First Access.

3.3 Processing Time

If your refund is approved:

• UK/EU: Full refund within 14 days of approving your request
• Australia/US/Other: Refund within 5–10 business days
• Refunds issued via original payment method
• Payment processor fees (Stripe ~2.9% + $0.30, PayPal ~3.5%) are non-refundable

3.4 Refund Confirmation

You will receive an email confirmation when your refund is approved, denied (with reason), or processed (with expected arrival date).

3.5 Partial Refunds

Partial refunds are NOT available. If you purchase a bundle (e.g., Bootcamp + Blueprint), accessing ANY component voids the refund right for the ENTIRE purchase.

4. Access Logs as Evidence

4.1 Automated Tracking

AOC maintains automated, timestamped logs of all Member Portal activity, including login timestamps, module access timestamps, video watch time, download activity, and device information.

4.2 Consent to Use as Evidence

BY COMPLETING YOUR PURCHASE, YOU CONSENT TO THE USE OF THESE LOGS AS CONCLUSIVE EVIDENCE of First Access in any refund dispute, chargeback proceeding, legal action, or regulatory investigation. You acknowledge that: (a) access logs constitute reliable and admissible records; (b) you will not dispute the accuracy of these logs in bad faith; (c) AOC has the right to present these logs to payment processors, banks, courts, or regulators.

4.3 Data Protection Compliance

Access logs are collected and processed in accordance with our Privacy Policy and applicable data protection laws (PDPA, GDPR, Australian Privacy Act). UK/EU Customers: You have the right to access your logs under GDPR (Article 15). Contact support@theartofcrypto.co to request a copy.

4.4 Log Retention

Access logs are retained for 24 months after account closure for chargeback defense and dispute resolution.

5. Chargebacks and Fraudulent Refund Attempts

5.1 What is a Chargeback

A chargeback is when you dispute a charge directly with your bank or credit card company, bypassing our refund process.

5.2 Our Chargeback Defense Policy

If you initiate a chargeback after First Access has occurred, AOC will submit evidence to the payment processor (including access logs, screenshots of content accessed, transaction records, signed consent form, and these Terms), contest the chargeback vigorously at every stage, and reserve the right to pursue legal action if the chargeback is made in bad faith.

5.3 Consequences of Chargeback Abuse

Initiating a chargeback after accessing content constitutes breach of contract, attempted theft of digital goods, and fraud (if false claims are made to the bank). This will result in:

• ✓ Immediate termination of all account access
• ✓ Permanent ban from future purchases or re-enrollment
• ✓ Reporting to fraud databases (where permitted by law)
• ✓ Legal action for recovery of original purchase price, chargeback fees ($15–$25 USD per incident), legal costs, and damages for breach of contract

5.4 When Chargebacks Are Appropriate

You SHOULD initiate a chargeback if: your card was used without authorization (fraud/theft), you were charged the wrong amount, you were charged multiple times by error, or you did not receive a refund you were entitled to after requesting one.

5.5 Chargeback vs. Refund Request

ALWAYS contact us first at support@theartofcrypto.co before filing a chargeback. Most issues can be resolved quickly and amicably without involving banks. Filing a chargeback without contacting us first (when you've accessed content) may be considered bad faith and will be defended accordingly.

6. Australian Consumer Law (ACL) Guarantees

This section applies only to Australian customers.

6.1 Consumer Guarantees Cannot Be Excluded

Under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010), you have statutory guarantees that CANNOT be excluded by this Refund Policy or the Terms of Service.

6.2 What Are Consumer Guarantees?

The Services must:

• Match descriptions: Be substantially consistent with our marketing materials, website descriptions, and promotional content
• Be of acceptable quality: Be free from defects, safe, durable, and acceptable in appearance
• Be fit for disclosed purpose: Be suitable for any specific purpose we told you they would fulfill
• Be supplied with due care and skill: Be delivered professionally and competently
• Be reasonably fit for purpose: Be suitable for the purpose a reasonable consumer would expect

6.3 Your Rights If Guarantees Are Not Met

For Minor Failures: Repair or replacement of the Service (at our option), or compensation for the reduction in value.

For Major Failures: Cancel the contract and receive a full refund, OR keep the Services and receive compensation for the reduction in value. A "major failure" includes Services that are substantially different from the description, substantially unfit for their intended purpose and cannot be easily fixed, or unsafe.

6.4 How This Interacts with Our "First Access" Rule

• "Change of mind" refunds: The 7-day / First Access rule applies.
• ACL guarantee failures: Your ACL rights apply REGARDLESS of whether you accessed content.

Example: If you access the Bootcamp and simply don't like the teaching style → No refund (change of mind after First Access). If you access the Bootcamp and it's fundamentally different from how we described it → ACL remedy applies (refund possible).

6.5 How to Make an ACL Claim

Email support@theartofcrypto.co with the subject line "ACL CONSUMER GUARANTEE CLAIM". Include your order details, which guarantee(s) you believe were not met, evidence (screenshots, specific examples), and the remedy you are seeking. We will respond within 30 days.

6.6 Complaints to ACCC

If you are not satisfied with our response, you may contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or by phone at 1300 302 502.

7. UK/EU Statutory Withdrawal Rights

This section applies only to UK and EU customers.

7.1 Your 14-Day Right to Cancel

Under the Consumer Contracts Regulations 2013 (UK) and EU Consumer Rights Directive 2011/83/EU, you have a statutory right to cancel purchases within 14 days without giving a reason. This is your legal right and cannot be excluded by contract.

7.2 Exception for Digital Content

You LOSE the right to cancel if: (a) the digital content has been supplied (i.e., you accessed it), AND (b) you gave your express consent to supply beginning before the end of the 14-day period, AND (c) you acknowledged that you would lose your right to cancel.

7.3 How This Works in Practice

Scenario A — You Do NOT Access Content: You purchase the Bootcamp, do NOT log into the Member Portal, and change your mind within 14 days. Result: You are entitled to a FULL refund.

Scenario B — You Access Content (With Consent): You purchase the Bootcamp, tick the express consent checkbox at checkout, log in and watch a video, then change your mind. Result: You have NO right to a refund (consent + access = waiver).

Scenario C — You Access Content (Without Consent): Due to a technical glitch, consent was not recorded, but you accessed content and later change your mind. Result: You ARE entitled to a refund (no valid consent = withdrawal right intact).

7.4 What the Consent Must Include

For the waiver to be valid, we must obtain your express request for immediate access (not implied), acknowledgment that you will lose the right to cancel, and consent given BEFORE accessing content — via the mandatory checkout checkbox.

7.5 Burden of Proof

AOC has the burden of proving that you gave valid consent and accessed the content. We do this via timestamped consent checkbox logs and access logs showing First Access.

7.6 Refund Timeline (UK/EU)

If you are entitled to a refund, we will reimburse you within 14 days of receiving your cancellation notice, using the same payment method you used, with no charge for the refund.

7.7 UK/EU Consumer Advice

• UK: Citizens Advice — www.citizensadvice.org.uk
• EU: European Consumer Centre — ec.europa.eu/consumers/ecc

8. Technical Issues and Exceptions

8.1 Platform Errors (Our Fault)

If you CANNOT access the Member Portal due to a technical error on AOC's side, contact support@theartofcrypto.co immediately. If we cannot resolve the issue within 48 hours, a refund may be issued at our discretion, even after First Access.

Qualifying technical errors: server outage preventing login, corrupted video files, missing modules, payment processed but no account created.

Non-qualifying issues: slow internet connection, incompatible browser, forgotten password, user error.

8.2 Duplicate Charges

If you are accidentally charged twice for the same purchase, the duplicate charge will be refunded immediately upon verification (typically within 24–48 hours).

8.3 Unauthorized Purchases (Fraud)

If your payment method was used without your authorization, contact support@theartofcrypto.co immediately with the subject "URGENT: UNAUTHORIZED CHARGE". We will suspend the account, cooperate with fraud investigations, issue a refund once fraud is verified, and provide documentation for police reports if needed.

8.4 Wrong Product Purchased

If you accidentally purchase the wrong product, contact us within 24 hours and do NOT access the content. We will cancel the incorrect purchase and process the correct one. If you've already accessed content, no exchange is possible.

9. Non-Refundable Circumstances

No refunds will be issued under any circumstances in the following situations:

9.1 After Refund Window Expires

Once your applicable refund window (7 or 14 days) has passed, refunds are not available, even if you never accessed content.

9.2 Subjective Dissatisfaction

• "I didn't like the teaching style"
• "The content was not what I expected"
• "The strategies didn't work for me"
• "I found it too difficult / too easy"
• "I prefer a different trading approach"

9.3 External Circumstances

• Change in personal financial situation
• Job loss or income reduction
• Relocation or life changes
• Family emergencies
• Medical issues

9.4 Failure to Achieve Results

• "I didn't become profitable"
• "I didn't pass a funded challenge"
• "I lost money trading"
• "I didn't get the results I wanted"

9.5 Time Constraints

• "I didn't have time to complete the program"
• "The 90-day Bootcamp was too long/short"
• "I couldn't attend live calls due to time zones"

9.6 Community Removal

If you are removed from Community Channels for violating conduct rules, you are NOT entitled to a refund. You retain access to digital content.

9.7 Account Termination for TOS Violations

If your account is terminated for breach of Terms (IP theft, account sharing, etc.), no refund will be issued.

10. Bundle Purchases

10.1 Definition

A "bundle" is when you purchase multiple products together (e.g., Bootcamp + Blueprint, Bootcamp + 12-Month Advisory).

10.2 All-or-Nothing Rule

Accessing ANY component of the bundle constitutes First Access and voids the refund right for the ENTIRE purchase. Example: You buy a Bootcamp + Blueprint bundle, access one video from the Blueprint, then decide you don't want the Bootcamp. Result: No refund for any part of the bundle.

10.3 No Partial Refunds

Partial refunds for unused components are NOT available.

10.4 Separate Purchases

If you purchase products separately (not as a bundle), each purchase has its own refund window and First Access tracking.

11. Subscription / Auto-Renewal (If Applicable)

Note: This section applies only if AOC offers subscription-based access in the future. Subscription terms, cancellation, and refund provisions will be completed at that time.

12. Disputes and Escalation

12.1 Internal Resolution (First Step)

If you disagree with a refund denial, email support@theartofcrypto.co with the subject "REFUND DISPUTE - [Your Order Number]". Provide a detailed explanation, any supporting evidence, and reference to specific policy sections. We will review and respond within 5 business days.

12.2 Management Escalation

If you remain unsatisfied, request escalation with the subject "ESCALATION: REFUND DISPUTE - [Your Order Number]". A senior manager will review within 10 business days.

12.3 External Dispute Resolution

• UK: Citizens Advice Consumer Service — www.citizensadvice.org.uk
• EU: EU Online Dispute Resolution Platform — ec.europa.eu/consumers/odr
• Australia: ACCC — www.accc.gov.au / your state's consumer protection agency
• US: Better Business Bureau — www.bbb.org / your state's Attorney General consumer protection division

12.4 Legal Action (Last Resort)

If all dispute resolution attempts fail, legal action may be pursued in accordance with the Governing Law provisions in the Terms of Service (Section 13).

13. Refund Policy Updates

13.1 Changes

We reserve the right to modify this Refund Policy. Changes apply only to purchases made after the updated policy is posted.

13.2 Your Purchase is Governed By

The version of the Refund Policy in effect at the time of your purchase governs your refund rights.

13.3 Notification

Material changes will be communicated via email notification (at least 30 days in advance) and prominent notice on the Platform.

14. Contact Us

14.1 Refund Requests

Email: support@theartofcrypto.co
Subject: "REFUND REQUEST"

14.2 Questions About This Policy

Email: support@theartofcrypto.co
Subject: "REFUND POLICY QUESTION"

14.3 Technical Support (Can't Access Platform)

Email: support@theartofcrypto.co
Subject: "TECHNICAL SUPPORT"

14.4 Postal Address

AOC SDN BHD
7-2, Plaza Danau 2, Jalan 2/109F
Taman Danau Desa, 58100 Kuala Lumpur
Malaysia