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. We retain a record of each consent (timestamp, account ID, IP address and browser user agent) as evidence.

So, in plain terms: once you have ticked that box and opened any paid content, you have used up your 14‑day cancellation right and we do not refund simply because you have changed your mind. Section 3 explains the situations where you are still entitled to a refund.

3. Scenarios — what you are entitled to

3.1 You have not yet accessed any paid Content

If you have not started any drill or opened any provider‑specific assessment, the supply has not yet begun. You can cancel within 14 days of purchase for a full refund — even though the consents in section 2 were given. Email support@acumenlogic.co.uk with your order reference and we will refund the full amount.

For the avoidance of doubt: signing in to the platform and viewing the dashboard is not, on its own, “starting the supply.” Opening a drill, an assessment or a paid analytics page is.

3.2 You have accessed paid Content, after giving the consents at checkout

Once you have given the express consent and acknowledgement at checkout and have started using paid Content, your 14‑day right to cancel is lost under reg. 37(1)(a) CCRs, and we do not give refunds for a change of mind. This does not affect your statutory rights under section 3.3 below if anything is wrong with the Content.

3.3 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 the lifetime of your Pro term. 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.

4. How to request a refund

Send any clear written statement of your decision to cancel to support@acumenlogic.co.uk with:

• Your full name and the email address on the account.
• The date of purchase and the Stripe order reference (we send this in the receipt email and you can also see it under Settings → Billing).
• Which route you are using: the statutory 14‑day right where you have not opened any paid Content (section 3.1), or the Consumer Rights Act for faulty Content (section 3.3).

We acknowledge every request within 3 business days of receiving it. For a section 3.1 cancellation we confirm and issue the refund within 5 working days of your email. For a section 3.3 CRA claim, where we may need to investigate, we confirm the outcome within 14 days. Refunds are paid to the original card you used at checkout; 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.

5. 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. We may also suspend the account pending the outcome. Please contact support@acumenlogic.co.uk first — in the vast majority of cases we can resolve the issue faster than the bank.

6. Effect of refund on access

If we refund your purchase in full, your Pro access ends as soon as the refund is processed and your account reverts to the Free tier. 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 suspend Pro access when the dispute is opened, before it is decided. If the dispute is resolved in your favour the account stays on the Free tier; if it is resolved in ours, email us and we will restore your remaining Pro term.

7. Statutory 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.

8. Contact

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