Refund Policy

Our General Position

Our products are digital and start as soon as you pay. Apart from the rights the law gives you, set out below, we do not give refunds for a change of mind, for time you did not use, for part of a month, or because a product does not work with a device, browser or platform we do not support.

Outside the rights the law gives you, any refund is at our discretion and is decided case by case.

If you think you have been charged in error, email [email protected] with the details and we will look into it.

Guides and Bundles: Your 14-Day Right to Cancel

If you are buying as a consumer, the law normally gives you 14 days to cancel an online purchase. For digital downloads, that right ends once the download is supplied, as long as you asked for it to start straight away and accepted that you would lose the right.

That is what the tick box at checkout asks you to confirm:

So once your downloads have been sent, you can no longer cancel the purchase.

Services: Your 14-Day Right to Cancel

Services, such as texting, phone, video call or face-to-face help, are covered by the same 14-day rule, but it works differently. A service starts when it is booked, at your request. If you are a consumer and you cancel within 14 days of buying:

• if the service has not started, the law entitles you to cancel
• if you asked us to start within the 14 days and the service has partly been provided, the law allows us to charge for the part already provided
• once the service has been fully provided, the right to cancel ends

Subscriptions

Cancelling

You can cancel your subscription at any time. There is no cancel button in the Hub at the moment. To cancel, do one of these:

• email [email protected] from the email address on your account
• open a support ticket from the Support page in your Hub
• if you pay by Direct Debit, stop the Direct Debit with your bank

When we have processed a cancellation sent by email or support ticket:

• no further payments are taken
• your subscription does not renew

If you pay by Direct Debit and your current month was paid by Direct Debit, cancelling, including stopping the Direct Debit at your bank, does not cut you off. You keep full access to your Hub and tools until your renewal date, nothing more is taken, and we will not send you an overdue notice.

If you pay by card, nothing is ever taken from your card automatically. You pay each month from your Hub, so if you stop paying, no more money is taken and your Hub is paused.

Your 14-day right to cancel

If you are a consumer, the law normally gives you 14 days from sign-up to cancel a new subscription. When you sign up you tick to ask for your subscription to start straight away. If you then cancel within those 14 days, you pay only for the days you have used.

If Something We Supply Is Faulty

If you are a consumer, the Consumer Rights Act 2015 gives you rights if digital content we supply is faulty, or a service is not carried out with reasonable care and skill. Usually that means we first put it right, by repairing or replacing the content or doing the service again. If we cannot, the law may entitle you to a price reduction or refund. Tell us as soon as you notice a problem.

The Direct Debit Guarantee

If you pay by Direct Debit from a UK bank account, you are protected by the Direct Debit Guarantee. You receive it when you set up your Direct Debit, and your bank can give you a copy. It includes your right to a full and immediate refund from your bank if a payment is taken in error. If you pay from a bank account elsewhere in Europe, the rules of your bank's Direct Debit scheme give you their own rights, which your bank can explain.

Chargebacks and Payment Disputes

If you open a chargeback or payment dispute with your bank or card provider without contacting us first:

• we may pause your access while the dispute is reviewed
• we may give the payment provider information about the transaction and your use of the Service