Legal
Refund Policy
When you can have your money back, when you cannot, the goodwill exceptions we apply, and exactly how to ask.
Last updated 1 September 2026 · Effective 1 September 2026
1. The short version
This policy explains your rights and our practice in detail. It forms part of our terms and conditions.
2. Why digital products are treated differently
When you buy a physical product you normally have 14 days to change your mind and send it back. Digital content is different, for an obvious reason: it cannot be returned once it has been supplied, because you still have it.
UK and EU consumer law recognises this. Your 14-day right to cancel a digital purchase is lost once supply has begun, provided you expressly consented to immediate supply and acknowledged the loss of the cancellation right. That is exactly what the checkbox at checkout records, and it is the reason the tick is mandatory.
In practice the test we apply is simple: have you accessed any of the content? Logging in to the portal, playing a video or downloading a template all count as accessing it.
3. When you are entitled to a refund
You will receive a full refund in each of the following situations.
| Situation | Deadline | Refund |
|---|---|---|
| You bought but have not accessed the portal or downloaded anything | 14 days from purchase | 100% |
| We failed to deliver your access details and could not fix it | Any time | 100% |
| The product is materially not as described on this website | 30 days from purchase | 100% |
| Duplicate payment or a technical error at checkout | Any time | The duplicated amount |
| You were charged the wrong amount or VAT was applied incorrectly | 90 days | The difference |
| You bought during a pre-order and we did not release on the stated date | Until release | 100% on request |
| Unauthorised use of your card, confirmed with your bank | Any time | 100% |
"Materially not as described" means a substantive difference between what the sales page promised and what you received — a module that does not exist, for example. It does not cover a difference of opinion about how much detail a lesson goes into, though we still want to hear about that.
4. Goodwill exceptions
Beyond our legal obligations, we will normally refund in these situations because it is the right thing to do:
- You bought the Pack and then joined our membership within 30 days. The Pack is included in the membership, so we credit what you paid against your first payments rather than charging you twice.
- You already owned it. If you bought twice, or bought after already having access through another product, we refund the duplicate.
- You bought the wrong product. If you meant to buy a service and bought the Pack, or vice versa, we will move the payment across or refund it.
- Serious personal circumstances. If something significant has happened and you have not used the materials, email us. We are two people, not a billing department.
Goodwill refunds are discretionary and decided case by case. We have never regretted giving one to someone who asked honestly.
5. When we cannot refund
We will not normally refund where:
- You have accessed the portal, watched videos or downloaded templates, and the product is as described.
- You have changed your mind after using the materials.
- You did not implement the training and therefore did not see results. The Pack teaches a process; it cannot apply itself.
- You expected rankings to improve by a specific amount. We are explicit throughout the site that nobody can guarantee search rankings.
- Your website is on a platform you cannot edit, or you have no website. Both are listed in the "not the right fit" section on the homepage.
- More than 30 days have passed and none of the situations in sections 3 or 4 apply.
- We have terminated your licence for a material breach, such as sharing your login or reselling the materials.
None of this affects your statutory rights, which cannot be excluded.
6. How to request a refund
- Email [email protected] with "Refund request" in the subject line.
- Include the email address you bought with, the approximate purchase date and your order or invoice number if you have it.
- Tell us briefly what happened. You do not have to justify yourself at length, but the more we understand, the more likely we are to fix the underlying problem for the next person.
What happens next:
- We acknowledge within 2 working days.
- We decide and tell you within 5 working days, explaining our reasoning.
- Approved refunds are issued to the original payment method within 5 working days of approval, and typically appear on your statement within 5–10 working days depending on your bank.
- Where a refund is issued, access to the Pack is withdrawn and your licence ends. You must delete any downloaded materials.
We refund in the currency you paid. Exchange-rate movements and any fees your own bank charges are outside our control.
7. Refunds and cancellation for services
Done-for-you work is different from a digital product, because we commit time to it.
| Stage | If you cancel |
|---|---|
| Before the scope is approved | Nothing is payable. Any deposit is refunded in full. |
| Scope approved, work not started | Full refund of the deposit, less any third-party costs already committed. |
| Work in progress | We invoice for work completed to date, deliver what exists, and refund the balance. |
| Deliverables handed over | No refund, as the work has been supplied. If something in the deliverable is wrong, we correct it at no charge. |
| Monthly retainer | 30 days' written notice either way. The current month is not pro-rated; the following month is not charged. |
If we fail to deliver a scoped deliverable, or deliver it materially below the standard described, we will redo it. If you would rather not, we refund the portion relating to that deliverable.
8. Chargebacks
Please talk to us before raising a chargeback with your bank. A chargeback costs us a fee and takes weeks to resolve, whereas an email usually resolves the matter within days — and if a refund is due, you will have it faster.
If a chargeback is raised, we will supply the payment processor with the order record, the terms you accepted, the delivery confirmation and the access logs. Where a chargeback is raised for a purchase that was delivered and accessed, we may suspend the account and are entitled to recover the associated fees.
9. If you disagree with our decision
Reply to our email and ask for it to be reviewed by the other director. We will look again with fresh eyes and respond within five working days.
If you are still unhappy, you retain every statutory right you had before, including the right to take the matter to the courts or, for card payments, to your card issuer. Nothing in this policy limits those rights.
Consumers in the UK can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.
10. Before you buy — read this instead
The best refund is the one nobody needs. Before you spend anything:
- Read the "right fit / not the right fit" section on the homepage honestly.
- Read two of our free guides. They are written in the same voice and cover the same material as the training — if they do not suit how you learn, the Pack will not either.
- Check the FAQ, which covers platforms, time commitment and what is included.
- Email us and ask. We will tell you if the Pack is wrong for you, and we have done so plenty of times.
This policy was last updated on 1 September 2026 and applies to purchases made from that date.