Support

Financial

Answers

 

I received an email stating that I need to update my payment details. What happened?

 

Mental Health Academy's cutting-edge, automated billing system has a daily routine for processing due membership fee payments. When a payment is processed and declined (declined payments can occur as a result of an expired credit card, insufficient funds, an authorisation issue with the bank, or simply a temporary communication error between the payment gateway and your banking institution), our system automatically sends out an email notification to you, letting you know we've had a problem. 
If you receive a notification, we recommend you login to your membership profile to check if your payment details are up-to-date (including the expiry date). You can do this via the "My Details" section of your "My Profile" page. If you would like the payment re-processed (i.e. you do not think there is a problem with your account), you do not need to take any action as this occurs automatically – if the payment is declined again, our system will email another notification.

Mental Health Academy's cutting-edge, automated billing system has a daily routine for processing due membership fee payments. When a payment is processed and declined (declined payments can occur as a result of an expired credit card, insufficient funds, an authorization issue with the bank, or simply a temporary communication error between the payment gateway and your banking institution), our system automatically sends out an email notification to you, letting you know we've had a problem. 


If you've received a notification, we recommend that you login to your membership profile to check if your payment details are up-to-date (including the expiry date). You can do this via the "My Details" section of your "My Profile" page. If you would like the payment re-processed (i.e. you do not think there is a problem with your account), you do not need to take any action as this occurs automatically – if the payment is declined again, our system will email another notification.

 

 

What happens if my account access is "suspended"?

When your account is suspended, you can still access your profile and records. However, you will only be able to access courses and videos you have already completed. Courses and videos "in progress" will be unavailable until your payment or membership renewal are confirmed.

 

To renew your access, simply click the "Renew" button located on the top-right window of your logged on member profile, select a membership type, and follow the prompt registration instructions.

 

I would like to pay for courses via direct debt or cheque. Is that possible?

No. However, the majority of banks now offer a free service which allows you to use your regular key card (bank card) as a credit card for online and offline purchases. If you are not sure about this service, please contact your bank to find out more. 

 

I've been paying membership fees but haven't accessed resources. Can I get a refund?

No. We do not refund paid fees on the basis of "not using the account". To draw a comparison, Mental Health Academy's memberships are very similar to a Gym membership - your payment gives you the right to access resources whether or not you decide to. It is your sole responsibility to monitor your access to resources.

 

Can I still access my completed courses after I cancel my membership?

Yes. If your membership has been cancelled or is currently suspended, you will still be able to access your completed courses. Cancellation of your membership means you won't be able to access courses or videos in progress, or new courses or videos that were released after your cancellation. And if you decide to re-join to access new programs, you can easily do so via the same profile.

 

I want to cancel my current membership. What do I need to do?

 

To cancel your Mental Health Academy membership you must submit a request, in writing or by email to admin@mentalhealthacademy.net at least 3 working days before the due date of your membership cycle. Cancellations will be processed before the monthly due date and are effective from the next due date.

 

Unless stated otherwise, the associated cost of Monthly Unlimited Memberships are for the full duration of the membership period (or minimum membership term). Cancellations received within the initial monthly membership period will accrue a cancellation fee equal to the unpaid portion of the membership, after which time no further monthly fees will be charged. 

 

For example, a cancellation received 3 months prior to the end of the membership period will accrue a cancellation fee of 3 times the monthly membership fee. The cancellation fee will be applied automatically upon receipt of cancellation to the members registered credit card. Upon expiry of the initial membership period, the members account will remain active on a month by month basis until such time as a cancellation request is provided.

 

Unless a cancellation request has been provided in writing, your monthly or annual membership will be renewed automatically upon expiry of your next monthly or annual billing cycle. 

 

 

How do I get a tax invoice for my membership fee payments?

Tax invoices for your membership fee payments are available online and can be accessed at any time via the "My Payments" section of your logged on "My Profile" page.