Policies and support

Effective date: August 4, 2026

Refund and Cancellation Policy

Individual courses and downloads

A learner may request a refund within 14 calendar days of purchase if the platform, access, or course experience is not a good fit, provided that a certificate has not already been issued for the course.

Refunds are generally not available after certificate issuance, except for a duplicate charge, administrative error, or an unresolved technical or accessibility issue that prevents meaningful course access.

If CPI cannot resolve a technical or accessibility issue that prevents meaningful course access, CPI may issue a full refund even after the 14-day period.

On-demand courses do not have a live-session cancellation deadline. Refund requests should include the learner's account email, product name, purchase date, and a brief description of the request. Do not include client or protected health information.

Approved refunds will be returned through the original payment method when reasonably possible. Bank or processor timing may affect when funds appear.

Membership cancellation and renewal

Membership access, price, billing frequency, renewal status, renewal timing, and cancellation terms are shown on the membership page and at checkout. Where self-service cancellation is available, learners may use the account controls provided by the platform. Learners may also email [email protected] for help cancelling future renewals.

Where a membership renews automatically, cancellation stops future renewal charges. Access continues through the paid term unless the checkout terms state otherwise. Cancellation does not automatically refund a completed charge. Any renewal-charge refund eligibility is governed by the terms shown at checkout. CPI does not promise a prorated refund unless the checkout terms expressly provide one.

How to request help or a refund

Email [email protected]. CPI will acknowledge the request within a reasonable timeframe and may ask for additional information needed to locate the transaction or troubleshoot access.

Accessibility and Accommodation Statement

Community Practice Institute intends to provide online learning that people with disabilities can access and use. CPI treats accessibility as an ongoing practice and welcomes notice of barriers.

Current practices may include:

  • Burned-in subtitles or captions for newer prerecorded course videos.
  • Learner transcripts for narration when available.
  • Downloadable, readable course documents.
  • Clear course navigation and consistent course structure.
  • A direct support route for captions, transcripts, document access, quiz access, certificate issues, or other access needs.
  • Internal documentation and correction of recurring accessibility issues.

Course 001 provides downloadable learner transcripts because its original videos were produced without burned-in subtitles. Newer CPI videos are intended to include burned-in subtitles while transcript and/or caption source files are preserved when practical.

If you encounter a barrier or need an accommodation, email [email protected]. Describe the course or page, the barrier, and the format or support that would help. Do not include client or protected health information.

CPI will acknowledge requests within a reasonable timeframe, review the request, communicate a proposed next step, and document corrective action where appropriate. If CPI cannot resolve a technical or accessibility issue that prevents meaningful course access, the Refund Policy may permit a full refund outside the ordinary 14-day period.

This statement describes CPI's accessibility process and intent; it is not a certification that every page, file, or third-party platform feature meets a particular legal or technical standard.

Learner Support and Complaint Procedure

Learners may email [email protected] about course content, accessibility, technology, account access, billing, refunds, certificates, evaluations, instructor conduct, claims language, or another learner-experience concern.

CPI will:

  1. Acknowledge the message within a reasonable timeframe.
  2. Review the concern and ask for additional information only when needed.
  3. Consult an appropriate reviewer when a concern requires specialized content review.
  4. Provide a response, proposed resolution, or next step.
  5. Document material concerns, responses, and corrective actions.
  6. Use recurring concerns for quality improvement.

Do not send real client, participant, patient, staff, incident, agency, confidential, or protected health information. Provide only the minimum personal and transaction information needed to locate the learner account or resolve the issue.