Last Updated: June 14, 2026

Student Complaint, Withdrawal, and Accommodation Policy

Last Updated: June 6, 2026

Positive Psychology Institute, a division of Unbound Education, Inc., a Public Benefit Corporation (“Positive Psychology Institute,” “PPI,” “we,” “us,” or “our”), is committed to providing high-quality educational programs in a respectful, ethical, accessible, and professionally responsible learning environment.

This policy explains how PPI handles trainee complaints, course disputes, withdrawals, refund-related issues, disability accommodation requests, trainee confidentiality, course evaluations, and completion documentation.

This policy applies to PPI courses, trainings, certificate programs, continuing education offerings, communities, live sessions, virtual programs, on-demand courses, and other educational offerings.

This policy should be read together with our Terms of Service, Payment & Refund Policies, and Privacy Policy.

Educational and Credentialing Disclaimer

PPI provides educational and professional-development programs. Participation in or completion of a PPI course does not, by itself, grant a license, credential, certification, board certification, government authorization, or legal authority to practice any regulated profession.

Some PPI programs may be designed to support coach training, continuing education, professional development, or preparation related to third-party credentials, including the Board Certified Coach credential administered by the Center for Credentialing & Education.

Unless expressly stated in writing on a specific course page and supported by current written authorization from CCE or another applicable credentialing body, no PPI course, training, certificate, or program should be understood as CCE-approved, BCC-approved, NBCC-approved, ICF-approved, accredited, endorsed, sponsored, or guaranteed to satisfy any credentialing, licensure, certification, examination, or continuing education requirement.

For any course that is approved or qualified for CCE credential-eligibility credit, PPI will identify the course clearly and will use only CCE-authorized approval language, provider numbers, logos, and related statements.

Credentialing requirements may change at any time. Participants are responsible for confirming current requirements directly with CCE, BCC, NBCC, ICF, licensing boards, employers, professional associations, or any other credentialing or regulatory body before relying on any PPI course for credentialing, certification, continuing education, or professional purposes.

Non-Discrimination Policy

PPI does not discriminate with respect to its services, courses, programs, or activities on the basis of race, color, religion, creed, sex, gender, gender identity, sexual orientation, national origin, age, disability, marital status, veteran status, organizational membership, or any other status protected by applicable law.

PPI does not require or encourage participants to accept or support any particular political or religious belief, principle, or creed.

Disability Accommodation Policy

PPI is committed to providing access to its programs in a manner consistent with the Americans with Disabilities Act and other applicable federal, state, and local disability laws.

Participants who need reasonable accommodations for a course, assessment, live session, virtual program, on-demand course, learning platform, or other PPI offering should contact us as early as possible and preferably before the course begins.

Accommodation requests should be sent to:

Email: info AT positivepsychology.institute
Subject Line: Accommodation Request

Your request should include your name, the course or program name, the accommodation requested, the course date or cohort if applicable, and any relevant information that will help us evaluate and respond to the request.

PPI may request reasonable documentation where permitted by law. We will review accommodation requests in good faith and provide reasonable and appropriate accommodations where required by applicable law.

Because some accommodations require advance planning, late requests may limit our ability to provide the requested accommodation before the relevant course, live session, assessment, or deadline.

Trainee Confidentiality Policy

PPI protects the confidentiality of trainee information, including trainee identity, enrollment records, attendance information, course submissions, assessments, evaluations, completion records, and materials submitted by trainees, consistent with applicable law, our Privacy Policy, and relevant credentialing-provider requirements.

PPI uses reasonable administrative, technical, and organizational safeguards to protect trainee records. Access to trainee information is limited to individuals and service providers who reasonably need the information to operate the Site, administer programs, support students, process payments, maintain records, provide instruction, evaluate completion, comply with law, or satisfy credentialing-provider requirements.

Participants are also expected to respect the privacy and confidentiality of other participants. Some PPI programs may include coaching practice, peer coaching, reflective exercises, discussion boards, live discussion, role play, case discussion, community participation, or personal and professional sharing. Participants agree not to disclose private, identifying, sensitive, or confidential information shared by other participants in a course, community, live session, or practice activity.

However, PPI cannot guarantee that other participants will maintain confidentiality. Participants should use discretion when sharing personal, client-related, clinical, business, or sensitive information in any group, course, community, or online setting.

Participants should not submit or disclose client-identifying information, protected health information, confidential third-party information, or sensitive personal information unless they have all necessary permissions and such disclosure is lawful, appropriate, and consistent with their professional obligations.

Course Registration Requirements

Each PPI course or program may have its own registration requirements, eligibility expectations, prerequisites, deadlines, tuition terms, technology requirements, attendance requirements, assessment requirements, and completion criteria.

Participants are responsible for reviewing the applicable course page, checkout page, enrollment agreement, welcome materials, and course instructions before enrolling and during participation.

PPI may deny, suspend, or terminate enrollment if a participant provides inaccurate registration information, fails to meet payment obligations, violates course policies, violates intellectual property rules, disrupts the learning environment, or otherwise fails to comply with applicable terms.

Course Completion Requirements

Course completion requirements vary by course and will be described in the applicable course materials, course page, learning platform, enrollment agreement, or participant instructions.

Depending on the course, completion requirements may include attendance at live sessions, completion of on-demand materials, participation in course activities, submission of assignments, completion of assessments or post-tests, participation in practice activities, submission of a trainee evaluation, payment in full, and compliance with conduct and confidentiality requirements.

For virtual or on-demand courses, PPI may use a learning platform, assessment process, quiz, completion tracker, or other system designed to verify that the participant has completed the course in full.

PPI may withhold certificates of completion, completion documentation, or course credit if a participant has not satisfied all applicable completion requirements.

Certificates of Completion

Where applicable, PPI may issue certificates of completion, attendance, participation, or training.

A certificate of completion indicates only that the participant satisfied PPI’s completion criteria for the specific course or program. A PPI certificate is not a license, government authorization, professional credential, CCE credential, BCC credential, board certification, or guarantee of eligibility for any third-party certification, examination, continuing education credit, employment opportunity, or professional designation unless expressly stated in writing and supported by current approval from the applicable authority.

For CCE-qualified courses, the applicable course page or course instructions will identify the certificate delivery method and expected time frame.

Course Evaluations

PPI may ask or require participants to complete a course evaluation. Course evaluations help PPI assess course quality, relevance, materials, instruction, delivery platform, participant satisfaction, and opportunities for improvement.

For CCE-qualified courses, PPI may be required to make available a trainee evaluation document that allows participants to rate the course content, presenter or author knowledge and presentation skills, course materials, relevance to the CCE credential, and, when applicable, the suitability of the facility or online delivery platform.

PPI may use evaluation data internally to improve course quality and may be required to maintain evaluations and provide summary evaluation reports to CCE or another credentialing body when required. Unless requested by CCE or required by law, PPI will not submit individual trainee evaluations to CCE.

Complaint and Dispute Resolution Policy

PPI is committed to reviewing trainee complaints and disputes in a fair, professional, and timely manner.

Participants may submit complaints or disputes related to a PPI course, program, instructor, course access, course materials, fees, refunds, withdrawals, accommodations, completion requirements, certificates, participant conduct, or other course-related issues.

Complaints should be submitted by email to:

Email: info AT positivepsychology.institute
Subject Line: Trainee Complaint

The complaint should include your name, your email address and phone number, the course or program name, the date or cohort if applicable, a clear description of the concern, any relevant supporting information or documentation, and the resolution you are requesting.

PPI will review complaints in good faith. We may request additional information, consult relevant instructors or administrators, review course records, review applicable policies, propose corrective action, or issue a written response.

PPI will attempt to acknowledge receipt of a complaint within 10 business days and to provide a substantive response within 30 business days, when reasonably practicable. Some matters may require more time depending on complexity, availability of information, legal considerations, credentialing-provider requirements, or the need to consult with relevant parties.

Submitting a complaint does not guarantee a refund, transfer, deferral, credit, certificate, grade change, credentialing outcome, or other requested resolution.

CCE-Related Complaint Reporting

For courses that are CCE-qualified or otherwise subject to CCE Registered Credential Training Provider requirements, PPI may be required to report certain complaints, disputes, grievances, legal matters, or policy-related matters to CCE.

Where reporting is required, PPI will disclose only information reasonably necessary to comply with applicable law, CCE policy, credentialing-provider requirements, contractual obligations, or legitimate administrative needs.

Course Withdrawal Policy

Participants may withdraw from a course or program by sending written notice to:

Email: info AT positivepsychology.institute
Subject Line: Course Withdrawal

The withdrawal request should include your name, the course or program name, the date or cohort if applicable, the email address associated with your enrollment, and the effective date of withdrawal.

Withdrawal means that you are choosing not to continue participating in the course or program.

Withdrawal within the applicable refund period may qualify for a refund if all refund conditions are satisfied.

Withdrawal after the applicable refund period does not automatically entitle you to a refund, release you from payment obligations, preserve course access, transfer you into a later cohort, extend access deadlines, or create a credit for future use unless such rights are expressly stated in the applicable program-specific written terms or approved by PPI in writing.

If a program-specific withdrawal deadline, deferral option, credit option, access-extension option, or refund schedule is provided on the sales page, checkout page, enrollment agreement, or written purchase terms, that program-specific policy controls.

PPI may administratively withdraw a participant from a course or program for nonpayment, violation of participant conduct expectations, unauthorized sharing of materials, violation of confidentiality, misrepresentation of credentialing status, disruption of the learning environment, or other conduct inconsistent with PPI’s policies.

Administrative withdrawal does not relieve the participant of outstanding payment obligations.

Refund and Fee Policy

Unless a different refund policy is expressly stated on the applicable program sales page, checkout page, enrollment agreement, or written purchase terms, PPI offers a 7-calendar-day money-back guarantee for eligible digital courses and online programs.

For live cohorts, live online programs, in-person events, retreats, workshops, certificate programs, CCE-qualified courses, or time-specific programs, the applicable program-specific refund, withdrawal, cancellation, transfer, or deferral terms may differ from the general digital course refund policy.

To request a refund, participants must email:

Email: info AT positivepsychology.institute
Subject Line: Refund Request

If a refund is issued, PPI may remove access to the applicable course, program, community, digital materials, downloads, bonuses, certificates, and related resources. The participant agrees to delete any downloaded materials and stop using, copying, teaching from, sharing, repurposing, or distributing refunded materials.

PPI reserves the right to deny a refund if we reasonably believe the refund policy is being abused, including substantial downloading or copying of materials before requesting a refund, unauthorized sharing of materials, repeated refund requests, or completion of a significant portion of the course before requesting a refund.

Participant Conduct and Administrative Termination

PPI is committed to a respectful, ethical, inclusive, and productive learning environment.

Participants agree to engage respectfully with instructors, staff, students, participants, clients, community members, and other users. Participants may not engage in harassment, abuse, threats, discrimination, intimidation, disruption, defamation, plagiarism, intellectual property misuse, unauthorized sharing of materials, cheating, credential misrepresentation, or conduct that interferes with the learning experience of others.

PPI may limit, suspend, administratively withdraw, or terminate a participant’s access to any course, program, community, event, platform, certificate, or materials without refund if PPI determines, in its sole discretion, that the participant has violated PPI policies, failed to meet payment obligations, misused course materials, disrupted the learning environment, violated confidentiality, acted unlawfully or unethically, or engaged in conduct that is unsafe, discriminatory, or harmful.

Termination or administrative withdrawal does not relieve the participant of outstanding payment obligations.

Course Records and Retention

PPI may maintain records related to registration, attendance, course participation, completion, assignments, assessments, course evaluations, certificates, payments, complaints, withdrawals, accommodations, communications, and other educational or administrative matters.

For CCE-qualified courses, PPI may be required to maintain certain course and trainee records for at least five years, including course rosters, presenter and author information, course descriptions, trainee evaluations, promotional and marketing materials, course materials distributed to trainees, and learning objectives.

PPI retains records as reasonably necessary to administer programs, verify completion, comply with legal or tax obligations, satisfy credentialing-provider requirements, support audits, respond to participant requests, resolve disputes, enforce agreements, prevent fraud, and support legitimate business purposes.

Contact Information

Questions, accommodation requests, complaints, withdrawal requests, refund requests, or policy-related inquiries may be sent to:

Positive Psychology Institute
A division of Unbound Education, Inc.
A Public Benefit Corporation
Harvard Square
One Mifflin Place, Suite 400
Cambridge, MA 02138
Website: https://positivepsychology.institute
Email: info AT positivepsychology.institute