Refund Policy

This policy covers purchases of credits and the levels of e-learning materials unlocked with them on this website, operated by [Company Name] ("Company", "we", "our" or "us"). Because everything sold here is digital and is delivered as soon as payment clears, what can be done about a particular payment depends on the circumstances of that payment and on the rights you hold under the law that applies to you. Buying credits, or spending them on a level, means accepting the terms set out below.

1. What This Policy Applies To

The items sold on this website are:

Credits, including any extra credits included in a package where that offer is displayed
Levels of e-learning materials, unlocked by spending credits
The study material delivered with an unlocked level

Whether a refund can be considered depends on which of these a request concerns, whether the credits have already been spent, and whether the material has already been delivered.

2. Requests About a Credit Purchase

2.1 Completed Purchases: a request about a credit purchase that went through is reviewed on its own facts and against the law that applies. Where a refund is agreed, it covers only the paid credits still sitting unused in the account. Credits already spent on a level are treated separately, as set out in section 3. Credits are units for use on this website; they are not money, and they are not a bank balance
2.2 Duplicate or Incorrect Charges: if you were billed twice for one intended purchase, billed an amount you did not expect, or see a payment you did not authorise, write to [Company Email] as soon as you notice it. We may ask for the transaction reference, the date and the card or account used, so that the payment can be identified and put right
2.3 Extra and Promotional Credits: credits given without a separate payment, such as a bonus included with a package, carry no cash value and are not refundable. Where a refunded purchase included such credits, the refund is calculated on the paid credits alone, and the unpaid extra credits may be removed from the account at the same time

3. Requests About Credits Already Spent

Confirming a level deducts its credits from your balance straight away and starts the delivery described in the Delivery & Access Policy.

Why this matters for refunds: the download link and access information go to the email address given at checkout, and the material can also be reached on the platform, normally within 24 hours of your payment being confirmed. A system delay can push that out to 48 or 72 hours, and once 72 hours have passed you should contact us rather than wait. Since the material is downloadable and yours to keep from the moment it arrives, delivery counts as complete at that point, and that is the single biggest factor in how a request is assessed.

3.1 The General Position: once a level has been unlocked and the download link has gone out, the material has been supplied, and a downloaded file cannot be returned. A change of mind after that point is not usually a ground for a refund, unless the law that applies to you provides otherwise
3.2 When We Will Review: tell us if credits came off your balance twice for one level, if a level was unlocked that you did not choose, if the material delivered does not match its description, or if a fault on our side stopped you opening it. In reviewing the request we look at whether the level was opened and how much of it was read, what the material actually contained, and what our records show about the transaction
3.3 Credits Past Their Validity: credits carry a validity period of 90 days from the date of purchase, which is stated in the Terms & Conditions and shown when you buy them. Credits that have simply gone unused within that period are not refunded on that basis alone

4. Materials Not Received or Not Accessible

Delivery normally completes within 24 hours of a confirmed payment, and a delay can extend that to 48 or 72 hours. If 72 hours have passed and the material has still not reached you, or you cannot open what was sent, write to [Company Email] with your order number and the address used at checkout.

We will trace the delivery and, where the fault is ours, either resend the material or return the credits. Please raise it with us once those 72 hours are up rather than waiting, since the sooner we see the transaction the more easily it is put right. Requests of this kind are judged on the nature of the fault, our records of it, and the law that applies.

5. Restricted and Closed Accounts

Where an account is limited, suspended or closed in connection with a breach of our Terms & Conditions, any request about credits, unlocked levels or payments on that account is reviewed in light of the breach and of the law that applies. Sharing account access, copying or redistributing material, attempting to bypass payment, and misusing the credit system are all breaches of those Terms.

6. How a Refund Is Paid

An approved refund goes back to the payment method used for the original purchase, in the currency of that purchase. The time it takes is set by your bank or card issuer rather than by us. Exchange rate movements between the purchase and the refund, and any bank, card or intermediary charges, are outside the control of [Company Name].

7. How to Raise a Request

Send an email to [Company Email] and include:

The email address registered to your account
The order number, and the date and reference of the payment if you have them
The credit package, or the e-learning material and level, that the request concerns
What went wrong, and what you would like us to do about it

Every request is read and answered individually. We may come back to you for further detail before reaching a decision. No particular outcome is promised in advance.

8. Changes to This Policy

We may revise this policy when our process, the website or the applicable legal requirements change. The version published on this page is always the one in force.

9. Contact

Questions about a payment or a refund can be sent to [Company Name] at [Company Email], by telephone on [Company Phone], or by post to [Company Address].