How refunds work

Our full terms are in the Refund Policy. This article explains the process in plain English. Nothing here affects your statutory rights as a consumer.

Requesting a refund

1. Open Refunds in your account and choose the order or subscription payment.
2. Tell us the reason and anything we should know.
3. A member of our team reviews it and replies with a decision and the reason for it. You can follow the status on the same page.

What affects the decision

• The date of purchase and whether you have used the paid content or consumed paid AI or marking credits.
• Whether you agreed to start the service immediately when you bought it.
• Any technical fault that prevented you using what you paid for.

If approved

Refunds go back to your original payment method. Banks can take several working days to show them. Access linked to the refunded payment may end when the refund is processed.

Gift and institution purchases

Gift codes and institutional licences have their own terms. Contact support and we will explain what applies.