Refund Policy

Version v2-2026-11-08 · Effective 8 November 2026

1. When you can get a full refund

You can get a full refund of a purchase if BOTH of these are true:

(a) you ask for it within 72 hours (3 days) of paying; and

(b) you have not used the product beyond a brief evaluation. "Brief evaluation" means you have answered no more than 10 questions in total and have not started a mock exam.

Our records of your activity (see section 4) decide whether (b) is met.

2. After that, fees are non-refundable

Access is digital content and is available in full from the moment you pay. If you ask after 72 hours, or after you have used the product beyond a brief evaluation, the fee is non-refundable. This includes unused time left on your access period and a change of mind after use.

3. How to ask for a refund

Email help@thekonceptuals.com from the email address on your account, with your username and the date of purchase. We aim to reply within 2 working days. Approved refunds are returned to the original card through Stripe; your bank may take several days to show it.

4. Our records

We keep a record of your signed agreement, your logins (date, time, IP address and browser) and your study activity (questions answered, mock exams, comments). We rely on these records to decide refund requests and to answer card disputes.

5. Chargebacks are not a substitute for contacting us

If you are unhappy, contact help@thekonceptuals.com first and give us the chance to put it right. If you start a chargeback or card dispute without contacting us, or after your refund window has closed and you have used the product, we will send your bank and Stripe this Refund Policy, your signed agreement, your login history and your usage records, and we may suspend access while the dispute is open.

6. Your statutory rights

This Refund Policy does not take away any right you have by law that cannot be excluded. For digital content in the UK, the 14-day right to cancel under the Consumer Contracts Regulations 2013 ends once access begins, because you expressly ask for immediate access and acknowledge this when you sign up. If the Service were ever treated as a service rather than digital content, you would owe a proportionate amount for access already provided. Within the window in section 1, our refund promise applies in addition to your statutory rights.