# Handle a learner’s refund request

Written by Geeta Thakker
Updated 2026-09-19

Route workshop refund requests through explainx support and the applicable purchase terms. Keep the payment decision and the learner’s enrollment state coordinated.

## Gather the context privately

Ask for the workshop run, purchase reference, request date, and reason through support. Review the [refund policy](https://explainx.ai/refund) and the terms that applied to the purchase. Do not promise approval before the request is reviewed.

## Coordinate the decision

Authorized staff should confirm the refund outcome, any enrollment change, and the message sent to the learner. A payment-provider action alone should not be assumed to update every learning surface.

## Communicate the result

Tell the learner what was approved and what happens next, using the confirmed process and timing. Keep receipts and payment details out of Community. If the learner only needs lesson help, address that separately without treating support participation as a condition for a legitimate refund request.