Refund and cancellation policy

3.1 Overview

3.2 Cancelling future monthly renewals

You may cancel a monthly subscription at any time through your account billing page or by contacting accounts@learnwhatyouwant.co.uk. Cancellation prevents future renewal charges. Your paid access will normally remain available until the end of the period already paid for. We do not charge a cancellation fee.

3.3 The 14-day consumer cancellation period

Where you purchase a subscription online as a consumer, you normally have 14 days from the date the contract is entered into to cancel without giving a reason.

To exercise this right, contact us at accounts@learnwhatyouwant.co.uk and provide a clear statement that you wish to cancel.

You may use the following wording:

“I hereby give notice that I cancel my contract for the Learn What You Want subscription purchased on [DATE]. My name is [NAME] and my account email is [EMAIL].”

3.4 Immediate access to generated digital content

Learn What You Want generates digital content on demand.

At checkout or before the first generation, you may be asked to confirm:

• that you want immediate access to the service and immediate supply of generated digital content during the 14-day cancellation period; and
• that you understand your statutory cancellation right for generated digital content may be lost once supply begins.

Where you provide this consent and acknowledgement and then generate or access digital content, we may refuse a change-of-mind refund for the digital content already supplied. If the ongoing service started at your request during the cancellation period, we may make a lawful proportionate deduction for the service already provided.

3.5 When a refund may be available

A full or partial refund may be available where:

• you cancel within the statutory period before requesting immediate supply;
• we took a payment after a cancellation had validly taken effect;
• you were charged twice in error;
• the service was materially unavailable for an extended period;
• paid digital content was faulty or not as described and we could not correct it within a reasonable time;
• we discontinued your paid plan during a prepaid period;
• a refund is required under UK consumer law; or
• we agree to a refund as a gesture of goodwill.

3.6 When a change-of-mind refund is not normally available

Subject to your statutory rights, refunds are not normally provided where:

• you forgot to cancel before renewal;
• you did not use the subscription;
• you changed your mind after generated digital content was supplied with your prior consent and acknowledgement;
• you generated fewer courses than your plan allowed;
• you disliked the style of otherwise functioning AI-generated content;
• you failed to cancel a free trial before it converted to a paid subscription;
• access was restricted because of a serious breach of our Terms;
• you purchased an organisation seat that was not subsequently allocated or used; or
• you failed to use the available cancellation method before renewal.

We will nevertheless consider exceptional circumstances fairly.

3.7 Faulty or unsatisfactory digital content

Your legal rights are separate from the change-of-mind cancellation rules. Where paid digital content does not conform to the contract, you may be entitled to an appropriate remedy, which may include:

• correction or replacement;
• regeneration;
• restoration of credits;
• a price reduction; or
• a refund.

Please provide enough information for us to investigate the issue.

The presence of an isolated factual error in AI-generated educational material will not automatically entitle you to a full subscription refund where the issue can reasonably be corrected or regenerated. This does not affect rights that cannot legally be excluded.

3.8 Renewal payments

Cancelling after a renewal payment has been processed normally stops the following renewal but does not automatically refund the current renewed period.

We may consider a refund request made promptly after renewal where:

• there has been little or no use following renewal;
• no new digital content has been generated;
• the request results from a genuine mistake; or
• exceptional circumstances apply.

Any discretionary refund is assessed individually and does not create an obligation to provide the same outcome in another case.

3.9 Family subscriptions

Refund requests for family subscriptions must be made by the paying adult account holder. Use of the subscription by any authorised family profile may be taken into account when assessing:

• whether digital content has been supplied;
• the amount of service already used; and
• whether a proportionate deduction is appropriate.

3.10 Organisation subscriptions and seats

Organisation subscriptions purchased for business purposes are normally non-refundable once the subscription term has started, except where:

• required by the applicable contract;
• required by law;
• we have materially failed to provide the contracted service; or
• we agree otherwise in writing.

Unused or unallocated seats are not normally refundable. Removing a user does not cancel the underlying seat or organisation subscription. Seat reductions normally take effect from the next renewal date unless the relevant order form states otherwise.

3.11 How to request a refund

Email accounts@learnwhatyouwant.co.uk with:

• the account holder’s name;
• the account email address;
• the transaction date;
• the amount charged;
• the reason for the request; and
• any relevant screenshots or evidence.

We may ask for additional information to verify the account or payment.

3.12 Refund processing

Approved refunds will normally be returned to the original payment method. We will process a refund without undue delay and, where a statutory refund is due, within the period required by law. Your bank or payment provider may require additional time to display the refund. We do not charge a refund administration fee.

3.13 Payment disputes and chargebacks

Please contact us before starting a payment chargeback so that we have an opportunity to investigate. Fraudulent or abusive chargebacks may result in account suspension and recovery of reasonable costs where legally permitted. This does not affect your right to contact your bank or card provider.