Refund & Complaints Policy

Effective Date: 16/01/2026

This Refund & Complaints Policy explains how GSS Pathway handles refund requests and customer complaints fairly, transparently, and in line with good consumer protection practices in Malawi. We advise users to not panic, in the event of a technical fault. Simply lodge complaint and a refund may be strongly considered and indeed approved upon internal review.

1. Purpose of This Policy

We are committed to:

• treating users fairly,
• resolving complaints promptly,
• providing appropriate remedies where services are not delivered as promised.

This policy applies to all users who purchase or use paid services on GSS Pathway.

2. Paid Services Covered

This policy applies to:

• Paid assessments
• Certificates and diplomas
• Any other paid educational services offered on the Platform

Free courses and content are not subject to refunds.

3. General Refund Principles

We aim to apply refund decisions based on:

• fairness,
• reasonableness,
• whether the service was delivered as described.

Refunds are not automatic and are assessed on a case-by-case basis.

4. When Refunds May Be Granted

A refund or alternative remedy may be provided where:

• Payment was successfully made, but access to the paid service was not granted due to a system error.
• A technical fault prevented completion of a paid assessment and could not be resolved within a reasonable time.
• Duplicate or incorrect charges occurred.
• A paid service was materially different from what was described at the time of purchase.

Where appropriate, we may offer:

• re-access to the service, or
• rescheduling of an assessment, or
• a partial or full refund.

5. When Refunds Are Not Normally Granted

Refunds are generally not provided where:

• A learner has already accessed or completed an assessment.
• A certificate or diploma has already been issued.
• The learner fails an assessment.
• The learner changes their mind after accessing the service.
• Non-completion is due to the learner’s own circumstances (e.g. lack of time, internet access issues outside our control).

These conditions are clearly disclosed before payment.

6. How to Request a Refund

To request a refund, users must:

• Contact us within 14 days of the payment date.
• Provide:
  • full name,
  • registered email address,
  • transaction reference,
  • clear explanation of the issue.

Requests should be sent to: gsspathway@gmail.com

7. Refund Review Process

• All refund requests are acknowledged within 5 working days.
• A decision is communicated within 14 working days, where reasonably possible.
• Approved refunds are processed through the original payment method, subject to third-party processor timelines.

8. Complaints Handling Procedure

a) What You Can Complain About

You may lodge a complaint regarding:

• payment or billing issues,
• access to services,
• assessment or certificate concerns,
• platform conduct or communication.

b) How to Lodge a Complaint

Complaints should be submitted via email and include:

• your full name and account email,
• a description of the issue,
• any relevant evidence or screenshots.

Email: gsspathway@gmail.com

c) Our Commitment

We commit to:

• treating complaints respectfully and impartially,
• investigating issues thoroughly,
• providing clear explanations and outcomes.

9. Escalation & External Remedies

If a complaint cannot be resolved internally:

• we encourage continued dialogue for amicable resolution;
• users may seek guidance from relevant consumer protection bodies in Malawi, where applicable.

10. Changes to This Policy

We may update this policy periodically. Any changes will be published on this page with an updated effective date.

11. Contact Information

For refunds, complaints, or policy questions, contact:
GSS Pathway
Email: gsspathway@gmail.com
Country of operation: Malawi