Refund & Cancellation Policy

1. Your 14-day cooling-off period

Under the Consumer Contracts Regulations 2013 you have the right to change your mind about an online purchase. We honour this in full and keep it simple: for any paid plan — a monthly membership, a season pass, or the Hardest Vault — you can cancel within 14 days of purchase for a complete refund, even if you’ve already used the content. Just email us (section 5).

2. Monthly memberships

• Cancel any time from your account page, which opens the secure Stripe billing portal — no emails required, no retention hoops.
• When you cancel, your membership stays active until the end of the billing period you’ve already paid for, then simply doesn’t renew. Nothing further is charged.
• Outside the first 14 days we don’t give partial refunds for the remainder of a started billing month — cancelling before your renewal date is always free, so you never pay for a month you didn’t want.
• If a renewal payment fails, we keep your access on while Stripe retries the card for a while rather than locking you out immediately.

3. Season passes and the Hardest Vault

• Season passes (£99 Standard / £149 Pro) are a single payment for 12 months of access from the day you buy. They never auto-renew, so there is nothing to cancel — after your 14-day cooling-off period they are non-refundable and your access simply runs its course.
• The £5 Hardest Vault is a single payment for permanent access, with the same 14-day refund window.

4. Faulty or not as described

Separately from the cooling-off period, the Consumer Rights Act 2015 entitles you to digital content that is as described, fit for purpose and of satisfactory quality — with no time limit on that promise. If something we sold you is genuinely broken (for example paid content that won’t load, or a feature materially missing from what the pricing page described), tell us: we’ll fix it promptly, and if we can’t, you’re entitled to a price reduction or refund. Spotted an error in a question or solution? Report it and we’ll correct it — errors are rare and fixing them fast is part of the product.

5. How to request a refund

• Send us a message through our contact page, including the email address on your StemAdmit account and which purchase you’d like refunded. No reason needed for a cooling-off refund, though feedback always helps us improve.
• We’ll confirm within 2 working days and process the refund straight away.
• Refunds go back to your original payment method via Stripe and typically appear in 5–10 working days, depending on your bank. When a purchase is refunded, the access it granted ends.

6. Tutoring

Tutoring is billed separately from membership. Cancellation and rescheduling terms for booked sessions — including how much notice is needed to move a session without charge — are confirmed in writing when you book. Prepaid sessions you haven’t used are always refundable.

7. Your statutory rights

Nothing in this policy limits your rights under UK consumer law. If you believe we’ve fallen short of them, email us first — we’d rather fix it than argue about it.