Purchase support

A fair, human refund process.

If payment succeeds but access does not, we will first help restore the family programme without asking you to pay again.

Duplicate or failed access

Use Help & Contact and include the parent email and payment reference. Never send card details, PINs or one-time passwords.

Refund requests

Request a review within 7 days of purchase. Refunds are normally considered where access could not be supplied, a duplicate payment occurred or the programme was materially different from the checkout description.

After substantial use

Once several missions have been completed or a certificate has been issued, refunds may be declined unless there was a service fault. This protects a one-time digital programme from completion-and-refund misuse.

Processing

Approved refunds return through the original payment provider and may take several business days to appear, depending on the bank or channel.

Last updated: 25 August 2026