Refund & Cancellation Policy

This policy explains when you can get a refund of a Pro plan you have bought from Acumen Logic Ltd, and how to ask for one. It is part of our Terms & Conditions and is written to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “CCRs”) and the Consumer Rights Act 2015.

1. The 14‑day right of withdrawal

You normally have a statutory right to cancel an online consumer contract within 14 days of the day after the contract is concluded, without giving a reason and without penalty. This is the “cooling‑off” period under the CCRs.

2. How that right applies to a Pro purchase

Pro plans are digital content delivered over the internet, not on a physical medium. Under reg. 37(1)(a) of the CCRs, the right to cancel digital content is lost if — and only if — the consumer:

1. Expressly consents to the supply of the digital content beginning before the end of the 14‑day cancellation period; and
2. Acknowledges that the right to cancel will be lost as a result.

Before you are sent to our payment provider you are asked to tick one box that carries both statements. It is not pre‑ticked and you cannot continue without it. Test Week and Month are one contract that renews. You give this consent once, when you first subscribe; it is not repeated at each renewal, and a renewal does not restart the 14‑day period. We retain a record of each consent (timestamp, account ID, IP address and browser user agent) as evidence, and we repeat it in the email we send after each payment.

3. When we refund

3.1 Reasons we refund

We refund your most recent payment in full when:

1. Something on our side broke. A technical fault stops you using Pro and we have not fixed it within 48 hours of you telling us.
2. You were charged by mistake. A duplicate payment, or a renewal taken after you had already cancelled.
3. You have not used it at all. You paid, then did not start any test or open any drill, and you ask within 14 days of the payment.
4. A renewal you did not want. You tell us within 48 hours of a Test Week or Month renewal and have not used Pro since it renewed.

3.2 What we do not refund

We do not refund for changing your mind after using Pro, for finding it hard, or for the result of your real test. Your legal rights are unaffected (section 4).

3.3 Stopping Test Week or Month

You can cancel a renewing plan at any time: go to Settings → Billing, open the billing portal (provided by our payment processor, Stripe) and choose Cancel. Cancelling stops all future payments. You keep access until the end of the period you have paid for; that period is not refunded unless one of the reasons in section 3.1 applies.

The Season Pass is different. It is paid once, for 90 days, and never renews, so there is nothing to cancel. Refund requests for it follow the same rules above.

4. The Content is faulty, not as described or not fit for purpose

Under the Consumer Rights Act 2015 (the “CRA”), digital content must be of satisfactory quality, fit for any particular purpose we have agreed, and as described. If it is not, you are entitled to:

• A repair or replacement (we will fix the issue or replace the affected Content within a reasonable time and at no cost to you); and
• If repair or replacement is impossible or fails, a price reduction up to a full refund.

We will not ask you to give up these rights, and they apply for as long as your Pro access runs. Email support@acumenlogic.co.uk describing the issue.

The estimation procedure used does not make the Content faulty under the CRA, and is set out in the Disclaimer.

5. How to ask for a refund

Email support@acumenlogic.co.uk with:

• The email address on the account.
• The date of the payment and its order reference (it is in the email we send after each payment).
• Which reason in section 3.1, or section 4, you are using.

We reply within 2 working days. Where a refund is due we issue it within 5 working days of our reply; for a section 4 claim, where we may need to investigate, we confirm the outcome within 14 days. Refunds are paid to the original payment method; your bank may take a few additional days to clear it. We do not offer refunds in vouchers, store credit, or to a different card.

6. Chargebacks

If you raise a chargeback or payment dispute with your bank or card issuer before contacting us, we will respond to it with the consent records and the usage logs that show whether the supply began. As soon as a dispute is opened, we cancel any renewing plan and remove Pro access until the dispute is decided. Please contact support@acumenlogic.co.uk first — in the vast majority of cases we can resolve the issue faster than the bank.

7. Effect of a refund on access

If we refund your most recent payment in full, your Pro access for that period ends as soon as the refund is processed and your account reverts to the Free tier. For Test Week or Month we also cancel the plan, so nothing further is charged. Your Free‑tier results, profile and preferences are kept; the Pro Content you no longer have a licence to is hidden. A partial refund, if we agree one, does not end your access.

If you raise a chargeback, we remove Pro access when the dispute is opened, before it is decided, and cancel any renewing plan. If the dispute is resolved in your favour the account stays on the Free tier, unless you hold another paid period. If it is resolved in ours, your remaining paid period is restored automatically, as long as it has not run out.

8. Your legal rights are unaffected

Nothing in this policy removes or limits your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, the Consumer Protection from Unfair Trading Regulations 2008, or any other applicable consumer‑protection legislation. If anything in this policy appears to conflict with those rights, the statutory rights prevail.

9. Contact

• Email: support@acumenlogic.co.uk
• Post: Acumen Logic Ltd, 1 Factory Row, Beccles Road, Thurlton, Norwich, NR14 6AJ, United Kingdom