Partner support

Refunds & corrections

Send the purchase or order reference through our contact page, with a short description of the issue. Do not send pupil information or API secrets. These business-purchase rules do not remove any applicable mandatory rights.

Unused bundles

Request a full refund within 14 calendar days of payment if the entire bundle remains unused and unreserved. For a partly used bundle, we review exceptional requests individually; there is no automatic change-of-mind refund for consumed or expired credits. Refunds for our failure to supply remain available separately below. This does not affect applicable statutory rights.

Failed or delayed preparation

A failed preparation releases the reservation to its original credit batch and expiry. We aim to update orders requiring intervention within one UK business day. If unresolved after two UK business days, we will offer cancellation and return of the reserved credit, a refund of its paid value, or an extension explicitly agreed with the partner.

If our failure leaves a returned credit already expired, we will offer a cash refund of the affected paid credit value. You will not need to make another purchase to resolve our failure. Paid value is based on the original bundle price per credit, with previous refunds reconciled and no double recovery.

Incorrect, incomplete or inaccessible packs

We repair our factual, citation, rendering or delivery defects without charging another credit. If we cannot supply the agreed complete pack, we offer the affected credit’s paid value back. A logo or contact correction can be re-rendered without a new licence; this does not include changing the inspector or buying a refreshed collection.

Broken links are replaced or repaired without regeneration charges. A refund and credit return must be reconciled together so the same entitlement is not refunded twice. A collection is not accepted as complete while required originals are missing.

How refunds are processed

Our support team confirms the amount, remaining reservations and previous refunds before returning funds to the original payment method. We aim to initiate an agreed refund within five UK business days; bank receipt may take longer. Refunded credits are withdrawn, and access associated with a refunded licence is reviewed. A payment hold protects the affected batch while any partial refund is reconciled.