Refund Policy
Quick Summary
The table below summarises when refunds are available. Full details are in the sections that follow.
| Situation | Refund available? |
|---|---|
| Within 14 days of purchase, course not yet accessed | ✓ Yes — full refund |
| Within 14 days of purchase, course content has been accessed | ✗ No — cooling-off right waived at checkout |
| After 14 days from purchase | ✗ No — outside refund window |
| Course contains a material error affecting educational value | ◐ Yes — at our discretion after investigation |
| Course is not as described on the sales page | ◐ Yes — under the Consumer Rights Act 2015 |
| CrownEthics permanently withdraws the course before completion | ✓ Yes — pro-rated or full refund |
| Technical fault preventing access for an extended period | ◐ Considered case by case |
| Purchased at a promotional or discounted price | ✗ Non-refundable unless faulty or not as described |
| Change of mind after accessing course content | ✗ No |
Your Legal Rights
The 14-day cooling-off period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a digital content purchase within 14 days of the transaction date and receive a full refund — provided you have not yet begun accessing the content.
If you purchased a course and have not yet opened or accessed any course content, you retain your 14-day right to cancel and may request a full refund within that window.
Consumer Rights Act 2015
Separate from the cooling-off right, the Consumer Rights Act 2015 gives you additional protection. You are entitled to a remedy if the course:
- Is not of satisfactory quality — for example, contains significant inaccuracies that affect its educational value
- Is not fit for purpose — it does not deliver what a course of this type could reasonably be expected to deliver
- Is not as described — the course content differs materially from the description on the sales page
These rights exist regardless of whether you have accessed the course and regardless of the 14-day window. If you believe any of the above applies, please contact us as soon as possible.
When We Grant Refunds
Before course access — full refund
If you request a refund within 14 days of purchase and have not yet accessed any course content, we will refund the full purchase price without question. Simply email us with your order number.
Material course error
If a course contains a material factual error that significantly undermines its educational value, and we are unable to correct it promptly, a refund may be granted at our discretion following investigation. A spelling mistake or minor inaccuracy would not ordinarily qualify — the error must materially affect the course's stated purpose.
Course not as described
If the content you received differs materially from what was described on the course sales page, you may be entitled to a remedy under the Consumer Rights Act 2015. Please contact us with specific details of the discrepancy.
Course permanently withdrawn
If CrownEthics permanently withdraws a course before you have completed it, we will offer either a full refund or a pro-rated refund based on the proportion of the course you completed, at your choice.
Technical issues causing extended loss of access
If a technical fault on our side prevents you from accessing your course for an extended period (more than 72 consecutive hours), please contact us. We will investigate and consider an extension to your access period or, in exceptional circumstances, a partial refund.
When We Do Not Grant Refunds
- Change of mind after you have begun accessing course content
- Not enough time to complete the course within the 365-day access period — the period is clearly stated at the time of purchase
- Failure to pass the final assessment — you may retake the assessment within your access period
- Course not suitable for a specific regulatory outcome — our courses are educational tools and make no guarantee of any regulatory, disciplinary, or legal outcome
- Duplicate purchase — if you accidentally purchase the same course twice, contact us within 7 days and we will refund the duplicate
- Purchases made at a promotional or discounted price are non-refundable unless the course is faulty or not as described
- Purchases more than 14 days ago where no fault or Consumer Rights Act issue applies
How to Request a Refund
Request a refund
Email us with your order number and reason. We respond within 3 working days.
To process your request efficiently, please include:
- Your full name and the email address used to purchase
- Your order number (in your purchase confirmation email)
- The name of the course you are requesting a refund for
- The reason for your request
- Any supporting evidence, if your claim relates to a fault or course error
We acknowledge your request
You receive an email confirming we have received your request and its reference number.
Within 2 working daysWe review your request
We check your purchase record, whether the course was accessed, and the reason for the request. For fault-based claims we may ask for further details.
Within 5 working daysWe send our decision
We email you our decision — approved or declined — with clear reasons if declined.
Within 5 working days of reviewRefund processed
Approved refunds are returned to the original payment method. The time for funds to appear depends on your card provider.
Within 10 working days of approvalChargebacks and Payment Disputes
If you are considering raising a chargeback or payment dispute with your bank or card provider, please contact us first at info@crownethics.com. In the vast majority of cases we can resolve concerns more quickly through direct communication than through a formal dispute process.
Where a chargeback is raised without prior contact, and the purchase falls outside our refund policy, we will provide your card provider with evidence of the purchase, the access record, and the terms agreed to at checkout. We are unable to take responsibility for unfounded chargebacks.
Organisational and Bulk Purchases
For team licences and bulk purchases made by organisations, refund terms are agreed separately at the time of purchase and set out in the relevant order confirmation or contract. Please refer to your organisation's agreement with CrownEthics or contact us directly.
Governing Law
This refund policy is governed by the laws of England and Wales. Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Contact Us
For any questions about this refund policy or to discuss a purchase:
- Email: info@crownethics.com
- Website: crownethics.com
