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Refund & Cancellation Policy

When we refund, when we do not, and how to ask.

Last updated: 7 August 2026

Short version: assessments are free to take, so you know what you are buying before you buy it. Reports are delivered instantly and are not generally refundable — but if something went wrong on our side, we will refund you without an argument.

Assessment reports

A report is a digital product delivered immediately on payment. Because you can take the entire assessment for free before paying, and because the report cannot be returned once seen, reports are non-refundable once unlocked.

We will refund a report in full if:

  • A technical fault prevented your report from generating or being delivered
  • You were charged more than once for the same report
  • Payment was taken but the report never unlocked
  • The report is materially incomplete because of an error on our side

Counselling sessions

  • Cancelled more than 24 hours before — full refund, or reschedule at no cost.
  • Cancelled within 24 hours — one free reschedule. After that, 50% is refundable.
  • Missed without notice — treated as delivered, not refundable.
  • Cancelled by us — full refund, or reschedule with a session credited.
  • Multi-session programmes — unused sessions are refundable pro rata at any time.

If a session was not right for you

If a counsellor concludes during a session that what you need is a different kind of professional, they will say so and we will refund that session. You should not pay us for telling you to go elsewhere.

Access codes

Unused codes purchased by a school, college or organisation are refundable within 90 days of purchase. Codes that have already been redeemed are not.

How to request a refund

Email s000karn@gmail.com with your name, the email you used, and the transaction reference. We respond within 2 working days. Approved refunds are processed within 5-7 working days and return to your original payment method.

Failed payments

If money was deducted but the payment did not complete, it is normally reversed automatically by your bank within 5-7 working days. If it has not been after that, contact us with the transaction reference and we will chase it with the payment gateway.