Refunds and cancellations

Before digital access begins

Where applicable consumer law gives you a statutory 14-day cancellation period for a distance purchase of digital content, you may cancel within that period before the supply of the digital content begins, subject to the applicable rules. The period generally starts when the contract is made.

The purchase flow must clearly explain whether you are asking us to begin supply during that period. Browsing the catalogue or adding a product to a cart is not an order.

When digital access begins early

Under UK consumer rules, the statutory cancellation right for digital content not supplied on a physical medium may be lost when supply begins during the cancellation period only after the customer gives express consent to early supply and acknowledges that doing so causes the cancellation right to be lost. The required confirmation must also be given.

This does not remove legal remedies for faulty, inaccessible or misdescribed digital content. We will not treat payment alone as consent to waive cancellation rights.

Faulty or misdescribed content

If digital content does not conform to the contract, applicable consumer law may provide rights to repair or replacement, price reduction or refund. We will assess requests in line with those rights and do not exclude them by a blanket “no refunds” rule.

How to request a cancellation or refund

Use the support contact details on our Contact page and provide the order reference, purchase date, email used for the order, the product and a brief explanation. Do not send payment-card details.

Where a refund is legally due, it will be processed without undue delay, in the legally required time period (generally within 14 days after entitlement is agreed for applicable digital-content remedies), to the original payment method unless the customer expressly agrees otherwise. Card issuers may take additional time to show the credit.

Disputes and chargebacks

Please contact us first to help resolve access or billing problems. You may also have rights to raise a payment dispute with your card provider. Nothing in this policy limits mandatory statutory consumer rights.