CPD.me.uk

1. Overview

This Refund Policy explains the circumstances under which Sacred Skills Ltd ("we", "us", "CPD.me") will provide refunds for services purchased through cpd.me.uk. This policy forms part of our Terms and Conditions.

We aim to be fair and transparent in all refund matters. If you have any questions about this policy before making a purchase, please contact us at support@cpd.me.uk.

2. 14-Day Cooling Off Period

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your purchase within 14 days of the date of purchase without giving any reason.

To exercise your right of cancellation, you must inform us of your decision by a clear statement (email to support@cpd.me.uk) before the 14-day period expires.

If you cancel within the cooling off period, we will reimburse all payments received from you without undue delay and no later than 14 days from the day we receive your cancellation notice.

Important exception: If you have expressly consented to the provision of digital services beginning within the cooling off period and acknowledged that your right of cancellation will be lost, refunds may be reduced or unavailable (see Digital Services Exception below).

3. Digital Services Exception

Our accreditation services constitute digital services. Under the Consumer Rights Act 2015, once the supply of digital services has begun with your express consent, your right to cancel may be limited.

Specifically:

If accreditation review work has already commenced (i.e., your submission has entered the assessment queue), refunds may be partially reduced based on the administrative and assessment work already completed.
If you requested immediate commencement of services (such as Fast Track review), you may lose your cancellation right once work begins.
Where partial refunds apply, we will provide a clear breakdown of any deductions.

4. Fast Track Fee Conditions

Fast Track accreditation fees are subject to the following conditions:

Before review commences: Full refund available within the 14-day cooling off period.
Once review has commenced: Fast Track fees are non-refundable, as the expedited service constitutes immediate commencement of digital services.
If your programme requires amendments: The Fast Track fee is not refunded, as the initial review work has been completed. You may resubmit under standard timelines at no additional Fast Track cost.
If your programme is rejected: The Fast Track fee is not refunded, as the review service was provided. You may appeal or resubmit subject to standard terms.

5. Refund Request Process

To request a refund:

Email support@cpd.me.uk with the subject line "Refund Request".
Include your full name, organisation name, and the email address associated with your account.
Describe which purchase you wish to be refunded and the reason for your request.
Include any relevant order reference or transaction ID if available.

We will acknowledge your request within 2 working days and provide a decision within 5 working days. If approved, refunds are processed back to the original payment method and typically arrive within 5-10 business days depending on your bank.

6. Non-Refundable Circumstances

Refunds will not be provided in the following circumstances:

Where accreditation review has been fully completed (regardless of outcome).
Where the 14-day cooling off period has expired and services have commenced.
Where accreditation has been suspended or revoked due to breach of our Terms.
Where fraudulent or materially misleading information was submitted.
Where a provider has been removed from the platform for conduct violations.
Directory listing fees once the listing has been published and active for more than 14 days.
Any administrative fees or processing charges already incurred.

7. Subscription Cancellation Rules

Subscriptions can be cancelled at any time through your account dashboard or by contacting support. Cancellation terms depend on your billing cycle:

Cancellation takes effect at the end of your current billing period. You retain access to services until that date.
No partial refunds are provided for unused time within a billing period.
If you cancel mid-cycle, you will not be charged for the next period.
Accreditation status is maintained until your subscription period ends, after which it may lapse if not renewed.

8. Annual Package Refund Terms

For annual subscription packages:

Within 14 days of purchase: Full refund available, provided no accreditation review work has commenced.
After 14 days but within first 30 days: Pro-rata refund may be available at our discretion, minus any services already rendered and a 10% administrative fee.
After 30 days: No refund is available. You may continue to use services until the end of your annual period.
Early cancellation of annual packages does not entitle you to a refund for the remaining months.

9. Monthly Subscription Cancellation Timing

Monthly subscriptions:

Must be cancelled at least 24 hours before the next billing date to avoid the next charge.
If cancelled less than 24 hours before billing, the next month's charge may still be processed.
In this case, you will retain access for the charged period and no refund will be issued for that final charge.
You can verify your next billing date in your account dashboard.

10. Administrative Fees

Where a refund is approved but work has already been performed, we may deduct a reasonable administrative fee to cover costs incurred. This may include:

Payment processing fees (typically 2-3% charged by Stripe, which are non-recoverable).
Administrative costs for processing your submission or account setup.
Partial assessment fees where review work has begun but not completed.

Any deductions will be clearly communicated and itemised before the refund is processed. You will have the opportunity to accept or reject a partial refund offer.

11. Duplicate Payment Handling

If you are charged twice for the same service due to a technical error or payment processing issue:

Contact us immediately at support@cpd.me.uk.
We will investigate and, upon confirmation of the duplicate charge, refund the additional payment in full within 5 working days.
No administrative fee applies to genuine duplicate payment refunds.

12. Chargeback Policy

If you initiate a chargeback (dispute) with your bank or card issuer without first contacting us to resolve the issue, the following may apply:

Your account may be immediately suspended pending resolution.
Accreditation status may be frozen.
We will provide evidence to your bank to contest unwarranted chargebacks.
If a chargeback is found to be unjustified, we reserve the right to recover the disputed amount plus any fees incurred.
Repeated unjustified chargebacks may result in permanent account termination.

We strongly encourage you to contact us directly before initiating a chargeback. We are committed to resolving payment disputes fairly and promptly.

13. Abuse Prevention

We monitor refund patterns to prevent abuse of this policy. We reserve the right to:

Refuse refund requests from accounts with a pattern of repeated purchases and cancellations.
Require additional justification for refund requests where a pattern of abuse is suspected.
Terminate accounts that repeatedly abuse our refund policy.
Modify refund terms for specific accounts where abuse has been identified.

Legitimate refund requests made in good faith will always be honoured in accordance with this policy and consumer protection law.

14. Contact Details

For all refund enquiries, please contact:

Email: support@cpd.me.uk
Subject line: Refund Request (for new requests) or Refund Enquiry (for questions)

We aim to acknowledge all refund communications within 2 working days and resolve requests within 5 working days.

If you are not satisfied with the outcome of a refund request, you may escalate your complaint in writing. We will provide a final response within 14 days of escalation.