Payment policy
Version 2026-08-31.1 · in effect from 2026-08-31
Short version: a course unlocks only when the payment is confirmed to us. If money left your account and the course did not unlock, do not pay again — contact support@rayskill.example with the order reference and we will reconcile it.
Who processes your payment
Card payments on RaySkill are processed by Stripe, an external payment provider. When you check out, you are taken to a payment page hosted by Stripe.
Your card number, expiry, and CVV are entered on Stripe’s own page and are never sent to, stored by, or visible to RaySkill. What we keep is the outcome of the payment and the references needed to look it up: an order id, and Stripe’s own session and payment identifiers.
Stripe’s role is to take the payment and tell us the result. Deciding whether a card is accepted, and holding the card data, is Stripe’s responsibility, not ours.
What each payment status means
Your orders and their current status are listed in your order history. The statuses are explained in the table below.
A course unlocks only when the payment is confirmed to us by the provider — never merely because a payment page was opened, and never because the browser returned to our site.
| Status | What it means |
|---|---|
| Pending | The order exists and a payment page was opened, but no completed payment has reached us yet. Nothing is charged and no course is unlocked while an order is pending. An order can sit in this state simply because you closed the payment page. |
| Successful (Paid) | Our payment provider confirmed the payment to us, the order is settled, and the courses on it are unlocked in My Learning. A receipt is generated for the order. |
| Failed | The payment was attempted and declined, or the provider told us it could not be completed. Nothing is unlocked. You can start a new payment for the same basket. |
| Cancelled | You left the payment page without paying — by closing it, going back, or choosing cancel. There is no separate cancelled record: the order simply stays Pending and unpaid, and expires on the provider side. |
| Refunded | A refund was approved and processed back to your original payment method. Access to the refunded course is removed at that point. |
If a payment fails, hangs, or the order does not appear
If the payment page shows a decline, nothing was charged. Check the card details or try another payment method, and start checkout again.
If you lost connection, closed the tab, or went back mid-payment: check your order history first. If the order is still Pending and your bank shows no charge, nothing happened — simply check out again.
If money left your account but the course is not unlocked, do not pay again. This normally means the provider’s confirmation has not reached us yet, and it usually resolves within a few minutes. If it has not resolved after an hour, contact us with the transaction reference (below) and we will reconcile it manually.
Some card payments legitimately show as a temporary hold on your statement before they either complete or drop off. A hold is not a second charge.
If you think you have been charged twice
Re-opening checkout for the same basket does not create a second payment: clicking checkout again, refreshing, using the browser Back button, or opening a second tab all resume the same payment page rather than starting a parallel one. Paying once therefore charges once, even if you clicked several times.
If your basket changed between attempts, that is a genuinely different purchase and gets its own payment — so two different totals on your statement may both be legitimate.
If you do see two charges for the same courses, contact us with both transaction references. Confirmed duplicate charges are refunded in full, and you keep the access you paid for. You do not need to open a dispute with your bank first.
Cancelling a payment
You can abandon a payment at any point before you confirm it on the provider’s page — close the tab, press Back, or use the cancel link. Nothing is charged and nothing is unlocked.
Once a payment is confirmed it cannot be cancelled, only refunded. See the refund section below.
Refunds: eligibility, process, and timing
You can request a refund within 30 days of the order date, from the order in your order history. One open request per order at a time.
A request is reviewed by our team rather than granted automatically. Refunds are intended for courses that were not as described, were bought by mistake, or were duplicated — not as a way to consume a whole course and then reclaim the price.
If a refund is approved, it is issued back to the original payment method through the payment provider. Your bank decides how quickly it appears; that is typically 5–10 business days after we process it, and is outside our control.
When a refund is processed, access to that course is removed and the order shows as Refunded.
If a request is rejected you will be told why, and you can reply to that decision.
Disputes and chargebacks
If you do not recognise a charge from us, contact us first with the amount and date. Most unrecognised charges are a family member’s purchase, a renewed subscription, or a card statement showing our provider’s name rather than ours.
You also have the right to dispute a charge with your bank or card issuer. A dispute is investigated by the card network through our payment provider, and it typically takes considerably longer than a refund we process directly — which is why we ask you to contact us first.
While a dispute is open on an order, access to the courses on that order may be suspended until it is resolved.
Always include your transaction reference
When you contact us about a payment, include the order reference shown on the order in your order history, plus the date and amount. If you have a receipt from the payment provider, its reference helps too.
Without a reference we often cannot identify a payment with certainty, and resolving the issue takes considerably longer.
Who to contact
Payment questions go to support@rayskill.example. We aim to respond within two business days.
If you are learning through an organisation that bought your access, your organisation’s administrator handles billing questions, because the payment was theirs rather than yours.
Security and privacy
We will never ask you for your password, a one-time code, your card’s CVV, or a card PIN — not by email, not by phone, not in a support conversation. Anyone who does is not us.
Never send full card details to us in any message. We do not need them and cannot use them: card data is handled entirely by the payment provider.
We store the outcome of a payment and its references, not your card number.
Fraud and misuse
Do not attempt to exploit a technical or network problem to obtain access without paying, to trigger repeated charges, or to manipulate the checkout or refund flow.
Repeated deliberate payment attempts, chargeback abuse, and attempts to obtain refunds while retaining access may result in the account being suspended, in line with the platform terms.
Disclaimer and limits
Payment processing depends on a third-party provider, your bank, and the network between them. Temporary failures, timeouts, and delays in confirmation can happen and are not always within our control.
What we commit to is this: a payment we cannot confirm never unlocks a course, and a payment you made that we failed to record will be reconciled or refunded once you tell us about it.
Nothing in this policy limits rights you have under applicable consumer law.
Record keeping
We retain order, payment, refund, and dispute records — including the provider references and the times each status changed — for audit, dispute resolution, accounting, and legal or regulatory requirements.
These records are kept even after an account is deleted, to the extent required for those purposes, and are handled under our data-protection practices.
Changes to this policy
This policy may be updated as payment methods, providers, or legal requirements change. Each version carries a version number and an effective date, shown at the top of this page.
Material changes are announced to signed-in users before they take effect. Continuing to buy on RaySkill after a change takes effect means the current version applies to that purchase.