I contacted IIN to enroll in their program on 3/**/2020. I signed up and gave the admissions rep, Susana, my account information, etc... I decided on 3/**/2020 that due to the pandemic, pursuing school would not be a good financial decision at this time. I contacted Susana on 3/** via email requesting information about the withdrawal policy. She advised me to contact the student support team. I contacted them and the agent I spoke with stated that she could not assist me and someone would contact me the next business day to further advise. I went ahead and reviewed my enrollment agreement which specifies the following: “ Refund Policy IIN’s Health Coach Training program is 100% online, and is therefore follows the cancellation and refund policy outlined in NY Personal Property Law, section 412-a. If you cancel this contract, IIN may keep only five percent of the cash price, but not to exceed fifty dollars, and a portion of the contract price based upon the lessons or services you have used. You may notify the seller of your intent to cancel by mail, addressed to Institute for Integrative Nutrition at *** ***** ******* *** ****** *** ***** *** **** *****. 1. No person, including any business entity, may contract to receive, or demand, in the event of cancellation of a contract for future services, more than the total of: a. five percent of the cash price, but not to exceed fifty dollars, and b. a pro rata portion of the total price, representing the proportion of services used or completed. In addition, the seller may receive or demand the cost of any ancillary goods which the buyer has consumed or wishes to retain after cancellation of the contract. In no instance shall the seller collect more than the full contract price from the buyer. 2. Within ten days after a contract for future consumer services has been cancelled, the seller shall tender to the buyer any payments made in excess of the amounts permitted to be retained pursuant to subdivision two of this section. 3. Cancellation shall occur: a. when the buyer mails to the seller notice of his intent to cancel, or b. where the seller has actual notice of the buyer's intention to cancel, or c. where the buyer fails to attend consecutive scheduled classes or lessons constituting at least twenty-five percent of the total lessons or time contracted for, without informing the seller in writing that he intends to remain enrolled.” I emailed a letter on 3/**/2020 to ensure I covered my bases as I waited to speak to a rep. at the school. I called around 10 times in 2 weeks and never once had a person pick up the phone. I proceeded to leave a voicemail on one account as well as sent a follow up email to the financial services department requesting an update on the receipt of my letter and/or further direction on withdrawal. I received an email from Raquel stating someone would reach out to me, no one reached out until I sent a follow up email 2 days later informing her no one had. Susana called me, I did miss her due to my work schedule, I attempted to call her back and again, no one answered. I sent her a follow up email and she seemed completely uninformed and asked me why I am withdrawing. I have sent Susana all records of my attempts to contact the school. My concern is now we are beyond the “10 day time period” specified in the enrollment agreement and I have no way of knowing they received my letter and I was not able to get ahold of any staff member to find another alternative (if needed).