Refund and cancellation policy

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have fourteen days from the day you subscribe to change your mind and get a full refund, without giving a reason.

That right applies to digital content like ours. The fourteen days run from the day your subscription starts.

Our modules are digital. The moment you subscribe, you can download the documents and watch the video. There is no way to un-download a document, which is why the law lets you give up the fourteen-day right in exchange for getting the content straight away.

So at checkout we ask you to tick a box confirming two things: that you want access immediately, and that you understand you will lose your fourteen-day right to cancel once the download starts. We record the date and time you ticked it.

You have to tick it to continue, because instant access is the only way we supply the modules. If you would rather keep your cancellation right, do not tick the box — instead email us and we will hold your order for fourteen days before releasing the files. Almost nobody chooses this, but it is genuinely available.

Waiving the fourteen-day right does not affect your statutory rights if something is wrong with what we sold you. Digital content must be of satisfactory quality, fit for purpose, and as described.

If a module is faulty, incomplete, or plainly not what the catalogue page described, you are entitled to a repair, a replacement, or a refund under the Consumer Rights Act 2015. Contact us and we will sort it out.

Each module subscription lasts twelve months and renews automatically so your activities do not stop without warning.

You can cancel a renewal at any time, right up to the day before it is due. You keep full access until the end of the term you have already paid for. We will email you before each renewal so it is never a surprise.

To cancel, use the contact form or reply to any of our emails. We will confirm in writing within two working days.

If a renewal goes through and you tell us within thirty days that you did not want it, we will refund it in full, provided nobody at your care home has downloaded the module in that renewal period. This is our own policy, and it is more generous than the law requires.

Beyond thirty days, or where the module has been used, we will look at it case by case. Care homes have a lot going on and we would rather be reasonable than argumentative.

Refunds go back to the card or account you paid from. We start them within three working days of agreeing to one, and your bank usually takes another three to five working days to show it.

We never refund in credit or vouchers unless you ask us to.

Some modules are free samples. There is nothing to cancel and nothing to refund, and no cancellation waiver is asked for at checkout because there is no payment.

Use the contact form on the main page, or reply to any email from us. Tell us the module name and the care home, and we will do the rest. We reply within two working days.