Saltar para o conteúdo
iKnowTheUK

Refund and Cancellation Policy

Refund and Cancellation Policy

Last updated: [TODO — set on publication]

We keep refunds simple. No arguments, no long forms, no pressure to stay.

There are two separate ways to get your money back. Both end the same way: a full refund to your original payment method.

Under the Consumer Contracts Regulations 2013, you normally have 14 days to cancel an online purchase and get a refund.

For digital content supplied immediately (like our pass), the law works like this:

  • If you want your access to start straight away, you must expressly agree to immediate supply and acknowledge that you lose your 14-day right to cancel once the supply begins.
  • At checkout, you do this by ticking a clearly labelled, unticked checkbox: "I agree to immediate access and acknowledge that I lose my 14-day right to cancel once access begins."
  • You cannot pay without ticking it, and it is never pre-ticked.

What this means in practice:

  • If you tick the box (the normal flow): your 12 months of access start immediately, and the 14-day cooling-off refund no longer applies. Our pass guarantee (section 2) still fully applies.
  • If we ever failed to get that consent and acknowledgement properly, your 14-day cancellation right remains intact and we would honour it in full.

This waiver only affects the cooling-off right. It does not affect your other statutory rights — for example, your rights under the Consumer Rights Act 2015 if the digital content is faulty.

2. Our pass guarantee — more generous than the law requires

The cooling-off waiver is the legal minimum. Our guarantee goes further. Long after the 14 days are gone, if you did the work and still failed, we pay you back.

You qualify for a full refund if all of these are true:

  1. You completed at least 80% of your study plan in iKnowTheUK; and
  2. You completed at least 5 full mock tests in iKnowTheUK; and
  3. You then failed the real Life in the UK Test; and
  4. You claim within 60 days of your real test date.

How to claim — 2 clicks, no interrogation:

  1. Go to Settings → Refund in your account.
  2. Confirm your test date and result. Submit.

That is the whole process. If your account activity shows you met the criteria, the refund is approved automatically. We do not ask why. We do not offer "discounts to stay". We do not make you talk to anyone.

Evidence: the test date on your profile and your self-declared result are normally enough. We reserve the right to ask for reasonable verification (such as your official result notification) if we suspect abuse, and to refuse fraudulent claims. One guarantee claim per pass.

3. Faulty or misdescribed digital content

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If something is genuinely broken and we cannot fix it within a reasonable time, you are entitled to a price reduction or refund. Email [email protected] and we will sort it out.

4. How refunds are paid

  • Always to your original payment method (the card, Apple Pay, Google Pay, or PayPal account you paid with).
  • Within 14 days of the refund being approved. Usually much faster — banks can take a few days to show it.
  • Always the full amount you paid, including VAT.

When a refund is issued, your paid access ends. Your free-tier access and your study history remain.

5. Things we do not do

  • No partial refunds offered as a way to avoid full ones.
  • No refund "processing fees".
  • No requirement to phone anyone or explain yourself.
  • No dark patterns. If you are entitled to money back, the product itself will tell you so.

6. Questions

Email [email protected]. First response within 24 hours. See also our [Complaints Procedure](./complaints.md).