You may request a refund within 14 days of purchase for any course or bundle, provided you have not yet substantially used the content (see §04). The window starts at the moment your order is fulfilled (typically within seconds of checkout).

Two routes, both equally valid:

• Self-serve from /training/account/orders. Each order shows whether it's eligible (within the 14 days, under the 5-minute usage cap) and a one-click “Request refund” button if it is. The refund is processed against your original payment method via Stripe.
• Email tom@tomphillips.uk with your order/session ID — useful if the self-serve check has declined and you believe there's a genuine reason (charged in error, technical fault, etc.). Replies within one UK business day.

• Any course or bundle, within 14 days of purchase.
• Total watched time across all paid (non-preview) lessons in the purchased course(s) must be no more than 5 minutes.
• Refund is to the original payment method via Stripe.
• Refunds are processed in the same currency as the original purchase.

Once you have watched more than 5 minutes of paid course content on a given order, automatic refund eligibility ends — for that order, permanently, regardless of whether you are still inside the 14-day window or not.

This is consistent with your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: digital content is exempt from the standard 14-day cooling-off period once you have begun to use it and explicitly consented to that loss of the cooling-off right at checkout.

• Preview lessons (the ones marked “free preview” on the curriculum) don't count toward the 5-minute cap — only paid lessons do. So you can sample a course freely before deciding.
• Bundle purchases pool usage across every course in the bundle. Five minutes spread across three bundled courses still hits the cap.
• The watched-time counter is whatever the Bunny player has reported to our progress endpoint for your account, capped at the actual elapsed time of each lesson.

• Requests outside the 14-day window — at our discretion via email.
• Repeated refund-and-rebuy patterns suggesting abuse.
• Orders charged via routes other than tomphillips.uk Stripe Checkout (direct invoices, etc.).

Refunds against a bundle purchase are whole-bundle only — you can't keep one course from a bundle and refund the others. If you want to keep one course and refund the rest, contact us and we'll work out a sensible pro-rata.

Stripe processes refunds within 5-10 business days back to your original payment method. Bank posting times vary; in practice most UK card refunds appear within 3-5 business days.

If we materially alter or withdraw a course within 30 days of your purchase, you may request a refund regardless of the 14-day window. “Material alteration” means removal of substantial content or replacement with significantly different material — minor edits and additions don't qualify.

If you have a refund concern, please contact us first — we'd much rather resolve it directly than via a chargeback, which is slower for everyone and can result in account suspension while it's adjudicated. We don't penalise refund requests; we will respond to chargebacks initiated without prior contact.

For any refund question: tom@tomphillips.uk.