1. Our approach
Refund requests are reviewed fairly and promptly. This policy adds a voluntary first-module review promise and does not reduce any statutory right to a refund, price reduction, repair or repeat performance that applies to faulty, misdescribed or undelivered digital content or services.
2. Recorded programme: first-module promise
In addition to any statutory rights, a first-time buyer may request a full refund within seven calendar days after access is supplied if they have viewed no more than the first module and have not downloaded a substantial part of the programme materials. The request should briefly identify why the format was not suitable so access can be closed correctly.
3. Recorded programme: access or quality problems
If access is not delivered, repeatedly fails, or the content is materially different from its description, contact support with the order reference and a description of the issue. The Provider will first try to restore access, correct the content or supply an equivalent solution within a reasonable time. If that is not possible, an appropriate refund will be issued.
4. Live cohort refunds
- A full refund is available when the Provider cancels the cohort.
- A full refund is available for a valid statutory cancellation made within the applicable period.
- At least seven days before the published start date, the buyer may request a full refund or a free transfer.
- Less than seven days before the start date, the Provider will normally offer a free transfer to the next suitable cohort.
- After a cohort starts, refunds are assessed according to the part delivered, the reason for withdrawal and applicable consumer law.
5. Duplicate and unauthorised payments
Confirmed duplicate charges will be refunded in full. Suspected unauthorised payments should be reported immediately to the published support contact and to the card issuer. Additional identity or transaction information may be requested to protect the account holder.
6. Requesting a refund
Once enrolment opens, send the request to the published support email with the buyer name, order email, transaction reference, product and reason for the request. Acknowledgement is targeted within two business days. Approved refunds are returned to the original payment method; the bank or card network may take additional time to display them.