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

Contact support with 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