Refund and Cancellation Policy

1. Before learning access is activated

A cancellation request submitted before learning access is activated may be considered for a refund, less any non-refundable payment processing or administration cost.

2. After access is activated

Once digital learning access has been activated or used, refunds are not automatic. Each request is reviewed according to the circumstances, programme period and level of use.

3. Duplicate or incorrect payments

Confirmed duplicate payments and clear payment-processing errors may be corrected or refunded after verification.

4. Access or service problems

Users should first report an access problem so support can investigate and restore the service. Where purchased access cannot be provided within a reasonable time, an extension, credit, alternative access or refund may be considered.

5. Examination programmes

Exam Success packages operate for an approved examination-preparation period. Normal expiry at the end of that period is not treated as a cancellation.

6. Submitting a request

A refund request should include the account-holder name, learner name, programme, payment reference, payment date and reason for the request. Approved refunds are returned through an available and verifiable payment method.