Course Policy

Our online courses, and the guides and downloads that come with them

One policy for every course we run, now and later. Patch to Progress is the first of them. What you are buying, what you may do with it, and how the money works.

Four things up front, in plain terms.

• You get personal access for you and your family. Not to be shared, copied or resold.
• A course is education, not care. It supports what your doctor is doing. It does not replace a consultation.
• Fourteen days to change your mind, no questions asked, however much you have watched.
• Sixty days on Dr Claire's Do the Work Guarantee, if you work through the programme and it genuinely does not help your family.

The rest of the page fills in the detail.

Kids Eyes LLC, the same company that runs the website

Our courses and everything you buy through the site are run by Kids Eyes LLC. Your consultations are delivered by Dr Claire's practice, which is a different thing and is covered by our Terms of Service.

Throughout this page, "we", "us" and "our" mean Kids Eyes, and "a course" means any online course, programme, workshop or paid resource we sell.

Yes. This is the umbrella, and the course page carries the specifics

One policy covers all of them, so you are not reading a new set of rules every time we publish something. What changes from course to course is the detail, and that lives on each course's own page:

• the price, and what is included;
• how long your access lasts;
• whether it is self-paced or runs to a start date;
• whether it comes with a group, a community space or live sessions.

Where a course page says something more generous than this policy, the course page wins. It can never be less generous than what is written here.

Access to digital content, opened the moment you pay

You are buying access to digital material: video lessons, guides, worksheets, charts and whatever else that course includes, delivered online. You are not buying a physical product and nothing is posted to you.

Your access opens as soon as your payment is confirmed. Because of that, a course is treated as delivered the moment you can get into it, whether or not you have watched a single lesson. That matters for refunds, and refunds have their own group further down.

For as long as we run the course, unless its own page says otherwise

Each course page states how long your access lasts. Where it does not say anything, you keep access for as long as we continue to run that course, and you keep any worksheets or downloads you have saved for good.

Patching is not a short job, and a parent who bought a course in March should not lose it in September because their child is having a hard month.

A device that plays video, and a reasonable internet connection

You need a phone, tablet or computer that can play video and open documents, and a connection good enough to stream. We keep the files as light as we sensibly can, because we know what South African data costs.

If you cannot get in, email us before you do anything else. Nearly every access problem is fixed in a few minutes, and it is never a reason to lose what you paid for.

No. It is education, and it sits alongside your child's care

Our courses are built to help you understand and manage your child's eye care at home with confidence. They are general education, not a diagnosis and not a treatment plan for your individual child.

• A course does not replace a consultation with Dr Claire or with your own eye-care professional.
• Buying or taking a course does not create a doctor-patient relationship between you and Dr Claire or the practice.
• Where a course and your own doctor disagree about your child, your own doctor is the one who has examined your child. Follow them, and tell us, because we would want to know.

Our Disclaimer explains this in full, and it applies to everything in our courses.

We can promise you the tools. We cannot promise your child's eyes

A course can only help if you work through it, and what happens next depends on your child, their condition, their age and how consistently the plan is followed at home. Two children with the same diagnosis do not respond the same way.

So we make no promise about a particular clinical result, and any example or story we share is one family's experience rather than a prediction for yours. What we do promise is on the tin: by the end you will understand what you are doing and why, and you will have practical ways to make it easier. If that does not happen, the guarantee below is exactly for you.

Use it with your own family, freely. Anything beyond that, no

You get a personal, non-exclusive, non-transferable licence to use the course and its materials for your own family's benefit.

Yes, and we are glad you asked:

• Print a worksheet or a patching chart for your own child, as many times as you need.
• Show a lesson to your child's other parent, a grandparent or a childminder who helps with the patching.
• Print a chart for your child's teacher so the classroom knows what is happening.

No:

• Sharing your login, or giving another family access.
• Copying, uploading, posting or distributing the videos or materials.
• Selling, sub-licensing or repackaging any of it, or using it to build a competing course or service.
• Recording, screenshotting or transcribing the lessons for anything other than your own notes.

The course and everything in it belongs to Kids Eyes, or to the people we license it from, and it stays ours. Buying access does not transfer ownership of anything.

We may close it, and there is no refund in that case

Keep your login details private. You are responsible for what happens on your account, so tell us straight away if you think somebody else has your password.

Where an account is being shared, or the material is being copied, posted or resold, we may suspend or close access without a refund, and we may take it further where the copying is commercial. We would far rather have a conversation first, and in practice we do.

Be kind, stay on topic, and protect other families' privacy

Where a course includes a community space, a group or live sessions, a few basics apply.

• Be kind and respectful to other parents. Everyone there is worried about a child.
• What another parent shares in the group stays in the group. Do not repeat, screenshot or share another family's information anywhere.
• Do not give medical advice to other members, and be careful what you take from it. Ask us or your own doctor instead.
• No promotion, recruiting or selling to the group.

We may remove content, or remove access, where these basics are broken. A live session may be recorded so the parents who could not attend can watch it, and where it is, we say so at the start.

Paid upfront, in full, and your access opens straight away

• The price is shown before you pay, and a course is paid for upfront.
• Once your payment is confirmed, your access opens automatically. If it does not, email us and we will open it by hand.
• Our online pricing is set in US dollars, so if your account is in rand the amount that leaves it can differ slightly with the exchange rate and your bank's fees. Those differences are not something we control or can refund.
• Your card details are handled by our payment provider and are not stored by us.

A price change never affects a course you have already paid for.

Yes. Fourteen days, no questions asked

If you buy a course and it is not what you expected, tell us within 14 days of buying and we refund you in full.

• You do not have to explain why, and it does not matter how much of it you have watched.
• Where a course has a start date, the 14 days run from the day you paid or from the day the course starts, whichever is later. A course that begins in six weeks cannot have a guarantee that expires before it opens.
• Email us from the address you bought with. We refund by the route you paid, and your access ends.

Then Dr Claire's Do the Work Guarantee runs to 60 days

Some parents only find out whether a programme has helped after living with it for a few weeks. So there is a second route, and it stays open far longer.

To use it, we ask three things:

• Work through the course. At least 80% of the lessons completed. Your progress is recorded as you go, so there is nothing for you to prove.
• Give it 30 days. Follow the programme with your child for at least a month before you decide.
• Tell us within 60 days of buying, by email, what you tried and why you feel it did not help.

We refund by the route you paid, and access to the course ends. The guarantee is once per family per course. It is not a way to take each new course for free.

We would also rather hear what did not work than simply refund you, so tell us if you have a minute. It is how the next version gets better.

Yes, and these do not depend on either guarantee

None of this takes away a right you have under the law that cannot be signed away. Our Refunds and Returns Policy covers physical products, and it explains those rights in full.

Please talk to us first. It is quicker, and usually kinder to both of us

If something has gone wrong with a purchase, email us and give us the chance to put it right. A chargeback takes longer than a refund does, and it turns a five-minute fix into a dispute we both have to untangle.

Your rights with your own bank are yours, and we do not ask you to give them up. We only ask to hear about the problem first.

It can get better. It will not quietly get smaller

We improve courses over time: re-recording a lesson, adding a worksheet, updating something as the clinical guidance moves. Improvements reach you at no extra cost.

If we ever have to retire a course, we give you reasonable notice and a fair way to keep what you paid for, which usually means access for a stated period and the chance to download the materials before it closes.

Yes, and the date at the top tells you when it last did

We may update this policy, for example when we add a new kind of course. The version that applies to your purchase is the one that was on this page when you bought, so a change never takes away something you already had.

The headings on this page are written as the questions a parent would ask, so it can be scanned rather than waded through. They are for convenience and do not affect how the policy is read.

One inbox, and a person on the end of it

For anything about a course, access, a refund or this policy, start here. Use the email address you bought with and it is quicker.

Read this together with the rest

This policy forms part of our Terms of Service. Anything else we agree with you in writing forms part of them too.