Refunds & cancellation

1. Switch off renewal

Open Account → Manage subscription to cancel future renewal. If it does not work, email us with your account email and order details; do not send full card details. Unless a refund or another legal remedy applies, access continues until the end of the period already paid for.

2. The statutory 14-day right

UK consumers normally have 14 days beginning the day after the contract is made to cancel a distance contract without giving a reason. Tell us clearly before the deadline. You can use the form below, but you do not have to.

For digital content supplied without a physical medium, immediate supply requires your prior express consent and acknowledgement that you lose the statutory cancellation right once supply begins. We must confirm that consent and acknowledgement on a durable medium. The checkout acknowledgement reads: “I want immediate access to the course and I understand that I lose my 14-day right to cancel once access begins.” It must be unticked until you actively choose it. Merely accessing a lesson, agreeing to general terms, or seeing a pre-ticked box is not enough.

If the required consent, acknowledgement or confirmation is missing, you do not bear the cost of digital content supplied during the cancellation period where the regulations provide. Nothing here removes remedies for faulty or misdescribed content.

3. Personal feedback and other services

A service element is not automatically covered by the digital-content waiver. If you expressly ask for a service to begin during the cancellation period and then cancel, a proportionate charge may apply only where the legal conditions are met. The service cancellation right is lost on full performance only where the required prior express request/consent and acknowledgement have been obtained. Premium’s personal feedback and one-to-one check-in are service elements, separate from the digital course materials. The price allocation and delivery arrangements must be explained before the order. A digital-content acknowledgement does not itself request early performance of those services: unless you separately and expressly request earlier service performance, those services should not begin during the initial cancellation period. If you make that request and cancel, only a lawful proportionate service charge may apply; the additional full-refund goodwill promise below remains available.

4. Our additional 14-day goodwill refund promise

Ask us for a full refund within 14 days of your first purchase or within 14 days of an annual renewal, including a founding-membership renewal. We honour this promise even if you have already accessed the lessons. You do not need to give a reason.

This is a goodwill promise in addition to your statutory rights. Giving the immediate-access acknowledgement does not remove this promise.

5. Problems and refund processing

If digital content is faulty, not as described or not fit for purpose, you may be entitled to repair or replacement and, where applicable, a price reduction up to a full refund. For services, repeat performance or a price reduction may apply. Contact us with the problem and order details.

Where a statutory cancellation refund is due, we refund without undue delay and no later than 14 days after being informed, subject to the applicable legal rules. We use the original payment method unless you expressly agree otherwise, without a refund fee. We process agreed goodwill refunds without undue delay and within 14 days of your request. Your bank may take additional time to display the credit.

Stripe Managed Payments handles payment transactions, refunds and transaction-level support. You can use the support details in your Stripe or Link transaction record for payment questions. Contact James at [email protected] for course problems or to request the goodwill refund; we will arrange the refund through Stripe. You may also direct a statutory cancellation request to the transaction seller using its checkout or receipt details. You do not have to use one particular contact route to preserve a legal right. Stripe sends the transaction refund confirmation; we help with course access and account questions.

6. Optional model cancellation form

To: James Leyshon T/A The Pronunciation Refinery
Address: Use the postal address given above.
Email: [email protected]

I hereby give notice that I cancel my contract for the supply of the following digital content/services: ______
Ordered on: ______
Name: ______
Address: ______
Account email/order reference (if available): ______
Date: ______
Signature (only if sent on paper): ______

7. Renewals and future law

We will apply any additional mandatory renewal/cooling-off protections when they apply to your contract. You can turn off renewal online through Account at any time, or email us if that route fails. We aim to remind you at least 30 days before an annual renewal and to provide any reminders required by applicable law. Our full 14-day goodwill refund after annual renewal is available independently of the statutory rules. We also honour any additional mandatory initial or renewal cooling-off, notice and refund rights applicable to your contract; these terms do not exclude future protections when they come into force.