Refunds and cancellation

Version 1.0 · in force from 1 November 2026

The short version

Changed your mind? Within 14 days of buying, and before you've opened an applied lesson, downloaded a template or started the assessment, we'll refund you in full. Once you've used any of those, a change of mind is no longer covered.
Something wrong with a course? Tell us. We'll fix it, and if we can't, you can have some or all of your money back. There's no 14-day limit on that.
Refunds go back to the card you paid with, through Stripe.
When a purchase is refunded, its paid access ends, and any certificate earned with it is withdrawn.
If we close a course while you still have time left on it, we refund the part of the price for that time, and your certificates stay valid (terms of sale, section 11).

1. Your legal right to cancel, and when it ends

UK law normally gives you 14 days to cancel something you buy online. For digital content, such as our courses, that right ends once all of these have happened:

you asked us to start your access straight away, within the 14 days;
you confirmed you understand that you lose the right to cancel once access starts; and
your access started.

You do the first two by ticking the box at checkout. Access starts as soon as your payment is confirmed. So, once a purchase has gone through, the legal right to cancel no longer applies. That's why we offer our own promise below.

If your access somehow started without you having ticked that box, you keep the full 14-day right to cancel, and you won't pay anything for the access you had. That applies even if you've already started or passed the assessment: the conditions of our promise in section 2 don't limit it. Use the form in section 6, or just email us.

2. Our 14-day refund promise

This is our own promise. It's on top of your legal rights, and it applies to business buyers as well as consumers.

We'll refund you in full if you ask by the end of the 14th day after the day your payment was confirmed, and you haven't yet used what you bought. That means none of these has happened, for any course in the purchase:

you've opened one of its applied lessons (on the Core Tools courses, lesson 5 or 6);
you've downloaded one of its blank templates;
you've started an attempt at its assessment, or a certificate has been issued.

When the promise ends: the first time you do any of those things, even inside the 14 days. From then on you've had what you paid for, so changing your mind isn't a reason for a refund. Your account page shows, next to each purchase, whether the promise still applies and, if it doesn't, what ended it.

Lessons 1 to 4 and the practice are free, so using them never affects the promise. Your rights if a course is faulty or not as described (section 3) are separate: using the course never takes those away.

3. If a course is faulty or not as described

Separately from the promise above, if you're a consumer the Consumer Rights Act 2015 gives you the right to have faulty digital content fixed or replaced, and, if that can't be done properly, to a price reduction that can be a full refund. If our content damages your device because we didn't take reasonable care, we'll put that right too. These rights aren't limited to 14 days, and nothing in this policy reduces them. Our terms of sale (section 7) explain them in more detail.

4. How to ask for a refund

The quickest way: log in and go to Your account. For 14 days after each purchase there's a "Withdraw from contract here" button next to it. It shows you which purchase you're withdrawing from, then asks you to press "Confirm withdrawal". We email you an acknowledgement straight away, showing what you withdrew from and the date and time you sent it. You don't need to give a reason. There's also a "Withdraw from contract here" link at the foot of every page.

Or email [email protected] from the email address on your LearnQuality account. Tell us which course, and whether you're withdrawing, using our promise, or reporting a problem.

If you're cancelling under your legal right (section 1), the refund isn't up to us: we'll refund you in full, without undue delay and no later than 14 days after the day you tell us, to the card you paid with.

If you're using our promise (section 2), or reporting a problem (section 3), we'll reply within 5 working days, and any refund goes within 14 days of us agreeing it, to the card you paid with.

Either way, your bank may then take another 5 to 10 working days to show the money, and we never charge a fee for a refund.

5. What happens when a purchase is refunded

That course's certificate bundle ends: you can no longer open its applied lessons, download its templates or take its assessment. For FMEA, this includes the FMEA-MSR assessment that comes with it. The free lessons and the practice stay open, as they are for everyone.
Any certificate earned with that purchase is withdrawn. Its verification page will say it has been withdrawn.
Your account, the free parts of every course, and anything you've saved in them stay as they are.
A part refund (for example, a price reduction for a fault) doesn't end your access unless we agree that with you.

6. Cancellation form

You can use this form if you're cancelling under section 1, but you don't have to: an email that clearly says you're cancelling is enough.

To: LearnQuality, [email protected]

I hereby give notice that I cancel my contract for the supply of the following digital content: [course name]

Ordered on: [date]
Name of consumer: [your name]
Address of consumer: [your address]
Email address on your LearnQuality account: [email]
Signature of consumer (only if this form is sent on paper): ____________
Date: [date]

7. Chargebacks

If something's wrong, please talk to us first, because we can usually sort it out faster than your bank can. If a payment is disputed through your bank or card provider, we pause access to that course and withdraw any certificate earned with it while the dispute is open. If the dispute is decided in our favour, both are restored.

8. Closing your account

Closing your account is different from a refund: it doesn't refund anything, and any access you still have ends. You can close your account on the Your account page. Our privacy policy explains what is removed and what we have to keep.