REFUND POLICY
Last updated: 23 September 2026
This Refund and Cancellation Policy applies to online courses and course bundles provided by WELLHANDS, trading as Japanese Language Hub (“JLH”, “we”, “us” or “our”).
1. Cancellation and Refund Period
Students may request to cancel a course and receive a refund for the unused portion of the course within three (3) months from the original payment date.
The refund request must be received by JLH within this three-month period.
After three months from the original payment date, the course will no longer be eligible for cancellation or refund, even if some video lessons or Zoom lessons remain unused.
This three-month refund period is a policy offered by JLH. Nothing in this Policy limits any mandatory consumer right or remedy that cannot lawfully be excluded under applicable Singapore law.
2. Refunds Are Based on Course Usage
If a valid refund request is received within the three-month refund period, the refund will be calculated according to the amount of course content already used.
Each course consists of a specified number of:
- pre-recorded video lessons; and
- included Zoom lessons.
Each video lesson and each Zoom lesson is treated as one content item for refund-calculation purposes.
The calculation is:
Refund Amount = Course Fee − Value of Content Already Used
The value of content already used is calculated as:
Course Fee ÷ Total Number of Content Items × Number of Content Items Used
The amount attributable to used content will be rounded to the nearest Singapore cent before being deducted from the applicable course fee.
3. How Video Lessons Are Counted
JLH uses the viewing records available through the Thinkific learning platform to determine whether a video lesson has been accessed.
A video lesson will be counted as one used content item once Thinkific records that lesson as Viewed.
A lesson may be recorded as Viewed when the student opens or accesses the lesson, even if the video is only partially watched or is not played in full.
JLH uses Thinkific's Viewed record rather than the Completed status for refund calculations. The Completed status depends on whether the student marks the lesson as complete and is therefore not used as the primary basis for determining course usage.
Once a video lesson has been recorded as Viewed, it will remain classified as one used content item for refund-calculation purposes.
4. How Zoom Lessons Are Counted
Each Zoom lesson included in the course is counted as one content item.
A Zoom lesson is considered used once the student has attended the Zoom lesson.
Each Zoom lesson used will therefore be added to the number of video lessons viewed when calculating the total number of content items used.
Unused Zoom lessons will not be deducted from the refundable portion of the course.
Separate cancellation and rescheduling conditions for individual Zoom appointments may apply under JLH's Terms and Conditions.
5. Example – Basic-I
Basic-I consists of:
- 54 video lessons; and
- 12 Zoom lessons.
The total number of course content items is therefore:
54 + 12 = 66 content items
If the Basic-I course fee is S$322, the value per content item is:
S$322 ÷ 66 = approximately S$4.88 per content item
For example, if the student has:
- viewed 10 video lessons; and
- attended 2 Zoom lessons,
the student has used:
10 + 2 = 12 content items
The value of content already used is:
S$322 ÷ 66 × 12 = S$58.55
The refund would therefore be:
S$322 − S$58.55 = S$263.45
6. Bundle Courses and Partial Cancellation
Where a student purchases a bundle containing two or more courses, the total amount actually paid for the bundle will be divided equally among the number of courses included in the bundle.
For example:
3-course bundle price ÷ 3 = Allocated Course Fee for each course
Each course in the bundle will then be treated separately for refund-calculation purposes.
A student may cancel:
- the entire bundle; or
- one or more individual courses within the bundle,
provided that the cancellation request is received within three (3) months from the original payment date.
Partial Cancellation of a Bundle
If a student cancels only one course within a bundle, the refund will be calculated only for that course.
The calculation will be:
Refund Amount for Cancelled Course = Allocated Course Fee − Value of Content Already Used in that Course
The value of content already used will be calculated using:
Allocated Course Fee ÷ Total Number of Content Items in that Course × Number of Content Items Used
The student's access to the other courses in the bundle will continue as normal.
JLH will not re-price the remaining courses at their individual standard prices simply because one course within the bundle has been cancelled.
Example
If a three-course bundle is purchased for S$900:
S$900 ÷ 3 = S$300 allocated to each course
If the student cancels Basic-I only, Basic-I will be treated as a S$300 course for refund purposes.
If Basic-I contains 66 content items and the student has used 12:
S$300 ÷ 66 × 12 = S$54.55 used
Refund for Basic-I:
S$300 − S$54.55 = S$245.45
The student will receive a refund of S$245.45 for Basic-I.
Access to the other two courses in the bundle will continue.
If no content has been used in the cancelled course, the full allocated amount for that course will be refundable, provided the cancellation request is received within the three-month cancellation period.
If more than one course in the bundle is cancelled, the refund for each cancelled course will be calculated separately and the amounts will then be added together.
7. Promotional and Discounted Prices
Refund calculations will always be based on the actual amount paid by the student, rather than the standard or regular advertised price.
For a discounted individual course, the discounted amount actually paid will be used as the course fee.
For a discounted bundle, the total discounted bundle price actually paid will be divided equally among the courses included in the bundle before the usage calculation is applied.
8. Date Used for the Refund Calculation
The student's course usage at the time JLH receives the refund request will be used for the calculation.
Once you decide to cancel, you should stop accessing the course immediately.
Any video viewed or Zoom lesson used before JLH receives the cancellation request may be included in the refund calculation.
JLH may temporarily suspend access to the relevant course or bundle after receiving a refund request while the refund calculation is being confirmed.
9. How to Request a Cancellation and Refund
A cancellation and refund request must be submitted within three months of the original payment date by:
Email: info@wellhands.sg
or
WhatsApp: (Singapore +65) 8522 7120
Please provide:
- your full name;
- the email address registered with JLH/Thinkific;
- the course or bundle purchased;
- the payment date; and
- your request to cancel the course.
JLH will review the student's Thinkific activity and Zoom lesson records.
We will then provide the student with a refund calculation showing:
- the applicable course fee;
- the number of video lessons counted as viewed;
- the number of Zoom lessons counted as used;
- the total number of content items used;
- the value of the used content; and
- the final refund amount.
For bundles, the calculation will also show how the bundle purchase price has been allocated among the individual courses.
If the student believes that a usage record is incorrect, the student should contact JLH before the refund is processed.
10. Refund Payment Method
Where the original payment system allows JLH to process the refund directly, JLH may use that method.
For one-time course purchases where a refund cannot be processed directly through Thinkific, JLH will arrange the refund directly with the student after confirming the refund amount.
Refunds will normally be made by:
- PayNow for students with an eligible Singapore PayNow account; or
- PayPal for students outside Singapore.
JLH will communicate with the student by email or WhatsApp to obtain the information required to make the refund.
Any currency-conversion, bank, PayPal or receiving fees independently imposed by a financial institution or payment provider may apply.
11. Course Access After Cancellation
Once a refund has been processed, access to the cancelled course will be terminated.
For the cancelled course:
- access to course videos and online materials will end;
- unused Zoom lesson entitlements will be cancelled; and
- previously downloaded materials will remain subject to JLH's Terms and Conditions and intellectual-property restrictions.
Partial Cancellation of a Bundle
If only one or some courses within a bundle are cancelled:
- access to the cancelled course or courses will end;
- access to all other courses in the bundle will continue;
- unused Zoom lessons belonging to the remaining courses will continue to be available under the applicable course terms; and
- the price of the remaining courses will not be recalculated or increased as a result of the partial cancellation.
The three-month cancellation period continues to be measured from the original payment date of the bundle for all courses included in that bundle.
12. Errors and Disputes Concerning Usage Records
If a student believes that:
- a video lesson has incorrectly been recorded as viewed;
- a Zoom lesson has incorrectly been recorded as used;
- the bundle allocation is incorrect; or
- another error has occurred in the refund calculation,
the student should contact JLH before the refund is processed.
JLH will review the relevant Thinkific, Zoom and payment records and make reasonable corrections where appropriate.
13. Mandatory Consumer Rights
Nothing in this Refund and Cancellation Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under applicable Singapore law.
Where a mandatory legal requirement applies, that requirement will take priority over this Policy.