Question 1

I have purchased a course; how do I access it?

Accepted Answer

Your active courses are accessible from your transcript. You can access your transcript by clicking on “Transcript View” on your Learner Home page.

Question 2

Can I purchase a course and complete it later?

Accepted Answer

Yes. When ready, you can access your course from your transcript section of your profile. All of our courses can be completed at your own pace except for the Registered Behaviour Technician (RBT) course which expires after 180 days as per BACB requirement. Some of our speaker recordings have limited availability (review the course description for details and dates).

Question 3

How do I change my profile details?

Accepted Answer

Please email contactus@sonderly.io. You will need to provide your name, current email address and your requested changes. Please note that your username is your email address, once you change your email the username will change as well.

Question 4

I cannot access my certificate of completion. Can I get my certificate emailed or mailed?

Accepted Answer

To access your certificate, after you have completed the course, please go to your Transcript and find the course. The course will appear under the completed status. You will be able to see the option “View Certificate” in the drop down next to the course name.  Refer to Q13 for additional details.

Question 5

I am a French speaker, can I view details in French?

Accepted Answer

Of course! When creating an account, you will be able to select French as your preferred language. Once registered, you will be able to view the portal in French. If you did not choose French as your preferred language at registration, you can visit “My Account” page from main menu and change your language preference. Many of our courses are available in both languages.

A course usually has various modules. When you begin a module, you will be asked again to choose your language preference – English or French (if both are available). Depending on the language that you have chosen, you will view the course in the same language.

*Please note the tests are only available in the language of your account preference.

Question 6

What is your refund policy?

Accepted Answer

For our refund policy, please refer here.  If you have questions, please email contactus@sonderly.io for more information. Please allow 1-3 business days for a response.

Question 7

How do I cancel my purchase?

Accepted Answer

You send us an email at contactus@sonderly.io. We will issue a refund within 1-3 business days if eligible. Please visit our refund policy here.

Question 8

Instead of receiving a refund can I receive a credit on my account or/ transfer my purchase to another training?

Accepted Answer

No. A refund must be issued for your original purchase. Please allow 1-3 business days to process this request should you qualify for a refund.

Question 9

Can I be invoiced for training? Do you accept purchase orders?

Accepted Answer

For individual registrations, we accept credit card or PayPal payments only. For organizations processing large group transactions, (minimum CAD$1,000), invoicing is available as a payment method. Organizations can pay with credit card, PayPal, or EFT payments (for invoices).

Question 10

I would like to purchase in-class custom training for my organization. What topics do you offer and what are the fees?

Accepted Answer

See here for our live topics. These topics are available for organizations requesting live training for a minimum of 20 staff. Follow the steps to complete a company purchaser account and we will be in touch with more details. Our office will prepare a quote for you to review the fees. The fees are priced per attendee.

If you already have an account but need to set up a Company Purchaser account, please email contactus@sonderly.io with your account details and your request.

Question 11

How do I register a group of staff for online training?

Accepted Answer

To purchase spots for a group (minimum 5 people), register yourself  online as the company purchaser here. We will get back to you once we receive your request. If you already have an account, but need a company purchaser  account, please email contactus@sonderly.io with your account details and your request. 
For groups less than 5, each person must be registered individually

Question 12

I have a technical issue with my course. What do I do?

Accepted Answer

Please email contactus@sonderly.io with screenshots of the specific issue you see and provide the following details:  Your full name (same as you have on your Sonderly profile) Email address (same as you have on your Sonderly profile)  Full course title Module number Issue description

Question 13

I finished a course and now it’s disappeared from my transcript. Where can I find it?

Accepted Answer

Your training history is accessible from your transcript. You can access your transcript by clicking on “Transcript View” on your Learner Home page. Under the drop-down “Active”, select Completed.

Question 14

I tried launching my course and it will not open.

Accepted Answer

Please check your browser settings to allow pop ups from Sonderly™.

Question 15

What is the RBT certification process?

Accepted Answer

Completing Geneva Centre’s RBT training course is only one step in the process to becoming RBT (2nd edition) certified. The BACB has outlined a multi-step process which requires a series of criteria to be met. Please, visit https://www.bacb.com/rbt/ to see the full requirements as stated by the BACB. The RBT® training is 40 hours in length. You are required to complete the course in no less than 5 days, and no more than 180 days. This requirement was set by the Behaviour Analyst Certification Board. Please note, all applicants must be 18 years old and demonstrate completion of high school or equivalent prior to taking the course.

Frequently asked questions