Refund policy

If something is wrong with it

Files that will not open, materials that do not match what this site said they contain, or a substantive error in the content: tell us and it is put right or refunded in full, whichever you prefer.

Where you bought as a consumer, the Consumer Rights Act 2015 requires digital content to be of satisfactory quality, fit for the purpose you made known, and as described. Those rights are not excluded by anything on this page and cannot be. They give you a repair or replacement, and a price reduction where that is not possible or not done within a reasonable time.

Where you bought for an organisation, the same standard is offered as a term of the contract, so a defective kit is put right or refunded on the same basis.

Changing your mind

There is no change-of-mind refund once a download has begun. That needs explaining rather than asserting.

If you buy as an individual rather than for an organisation, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 would normally give you 14 days to cancel. Digital content is treated differently: the right ends once supply starts, provided you expressly asked for immediate supply and acknowledged that asking for it ends the right. That is what the checkbox at checkout is, and your answer is recorded with your order.

If you would rather keep the cancellation right, do not tick it. Say so by email before buying and delivery will wait until the 14 days have passed, after which the files are sent.

The reason for holding this line is simple and worth stating rather than hiding. A kit is a set of files. Once downloaded it cannot be given back, only deleted, and a policy that refunds anyone who asks makes the product free to anyone who asks. The price is what pays for the work in it.

Buying for an organisation

Business purchases carry no statutory cancellation right at all. The position above on faulty or misdescribed materials still applies as a contractual term.

The Reviewed tier

If you bought the Reviewed tier and the session has not yet taken place, you can cancel that part and be refunded the difference between your tier and the Papers price. The files are not refundable, for the reason above; an hour that has not happened is.

Once the session has taken place it has been delivered and is not refundable.

How to ask

Email craig.fearn@lighthousementoring.co.uk from the address you bought with, saying what you bought and what is wrong with it. Refunds go to the original payment method, usually within five working days, with no fee deducted.

If we cannot agree

Say so plainly and it will be looked at again by a person, not a policy. Where you bought as a consumer, nothing here affects your statutory rights or your ability to take the matter further, including through the Citizens Advice consumer service to your local Trading Standards.

The licence, delivery and data terms sit in the terms of supply, and what each tier contains is on the kits page.