REFUND POLICY
REFUND POLICY
REFUND POLICY
This Refund Policy explains cancellation and refund rights for digital Courses, digital content, subscriptions, fixed-term digital access, and other eligible purchases made from DEATH DOULA LTD through the digital platform operated by DEATH DOULA LTD, a private limited company incorporated in England and Wales (Company Number 17171845), with its registered office at 54 Mead Way, High Wycombe, England, HP11 1RH ("Company", "we", "us", or "our").
This Policy forms part of our Terms of Service and, where applicable, our Course Terms and Conditions.
Nothing in this Policy limits or excludes consumer rights that cannot lawfully be limited or excluded. In particular, UK consumers may have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. SCOPE OF THIS POLICY
1.1.
This Policy applies to eligible purchases made from DEATH DOULA LTD through the Platform, including:
- paid digital Courses and learning materials;
- auto-renewing subscriptions to digital services;
- fixed-term access to digital services;
- other digital content or digital services expressly sold by DEATH DOULA LTD.
1.2. Donations
Donations made through the Platform to the Ukrainian public organisation Громадська організація «Доула Смерті» (registration number 46392077), or to another legally separate non-profit recipient expressly identified in the donation flow, are not purchases from DEATH DOULA LTD and are not governed by this Refund Policy. The recipient organisation and any applicable donation terms are identified in the relevant donation flow.
1.3. Physical goods
This Policy is written for digital products and services. If physical goods are offered for sale, the terms and return rights applicable to those goods will be stated separately in the relevant purchase flow or terms.
1.4. Third-party purchases
If a product or service is sold to you by a third party rather than DEATH DOULA LTD, that third party's refund and cancellation terms apply, together with any mandatory consumer rights. The identity of the trader should be shown before purchase.
2. THE 14-DAY CANCELLATION PERIOD
2.1. General rule
Where the Consumer Contracts Regulations 2013 apply, a consumer normally has 14 days to cancel a distance contract for digital content or digital services without giving a reason, subject to the specific rules below.
The cancellation period generally begins when the contract is entered into.
2.2. Digital content supplied immediately
If you purchase digital content and want access to begin during the 14-day cancellation period, we may ask you before supply begins to:
- expressly consent to the supply of the digital content beginning before the end of the cancellation period; and
- acknowledge that, once supply begins, you will lose the statutory right to cancel that digital content.
Where the legal requirements for this exception are satisfied, the statutory cancellation right for that digital content ends when supply begins.
If the required consent and acknowledgement have not been properly obtained, your statutory rights remain unaffected.
2.3. Digital services started during the cancellation period
If you ask us to begin supplying a digital service during the 14-day cancellation period and then cancel before the service has been fully performed, we may, where permitted by law, charge a proportionate amount for the service supplied up to the time you tell us that you wish to cancel.
Where the law requires an express request before service begins during the cancellation period, we will obtain that request.
2.4. Services fully performed during the cancellation period
Where a service is fully performed during the cancellation period, the statutory right to cancel may be lost only where the applicable legal requirements for early performance and acknowledgement have been satisfied.
2.5. Courses containing both content and services
A Course may contain both digital content and service elements. Cancellation rights may therefore apply differently to different elements of the Course. We will apply the legal rules according to the nature of what has actually been supplied.
3. COURSES AND DIGITAL LEARNING CONTENT
3.1. Course not yet accessed
If you purchase a Course and have not begun accessing digital content, you may normally cancel within the applicable 14-day cancellation period and receive the refund required by law.
3.2. Course content accessed after valid waiver
Where you expressly consented to immediate supply of digital Course content and acknowledged loss of the statutory cancellation right, the statutory right to cancel that digital content may end once supply begins.
Opening, streaming, or downloading Course content is relevant only where the legal requirements for immediate supply and loss of the cancellation right have been satisfied.
3.3. Educational assessment or professional outcome
A refund is not automatically due merely because you:
- do not complete a Course;
- do not pass an assessment;
- do not receive an Education Certificate;
- do not obtain a particular qualification;
- do not obtain or retain Active Specialist Status (Admission to Practice);
- are not entered into, or later cease to appear in, the Register of Active Specialists.
Those outcomes depend on the applicable educational or professional requirements and are legally separate from the purchase of digital Course access, unless the Course was materially misdescribed or another statutory or contractual refund right applies.
3.4. Material change or withdrawal
If we materially reduce or withdraw paid Course content during the access period in a way that means the Course no longer conforms to what you were entitled to receive, we will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include restoration of access, replacement content, a price reduction, or a full or partial refund.
4. AUTO-RENEWING SUBSCRIPTIONS
4.1. Initial subscription purchase
Where an auto-renewing subscription is subject to a statutory cancellation period, you may cancel the initial contract within that period. If you expressly requested that the digital service begin immediately, we may deduct a proportionate amount for the service already supplied where the law permits this.
4.2. Cancellation of future renewals
You may cancel an auto-renewing subscription using the cancellation method made available on the Platform or by contacting us.
Unless applicable law or another term gives you an earlier termination right, cancellation stops future renewals and access continues until the end of the current paid billing period.
4.3. Renewal charges — additional refund policy
In addition to any statutory rights you may have, if an automatic renewal charge has been taken and you contact us within 14 days of that charge, we will normally refund the renewal charge if you have not made material use of the paid service during the renewed billing period.
For this purpose, material use may include significant use of paid AI Chat functionality, substantial use of paid Course content, or other meaningful use of the renewed paid service.
This additional policy does not reduce any stronger cancellation or refund right that applies under law.
4.4. Billing errors
If you believe a subscription renewal was charged after a valid cancellation, charged more than once, or charged in an amount different from the agreed price, contact us so that we can investigate and correct any billing error.
5. FIXED-TERM DIGITAL ACCESS
5.1.
Fixed-term access is provided for the period stated at checkout and does not automatically renew unless the checkout expressly states otherwise.
5.2.
Where fixed-term access is a digital service and you ask for it to begin during the cancellation period, a lawful cancellation may be subject to a proportionate charge for the service already supplied.
5.3.
Where fixed-term access includes digital content supplied immediately after the required express consent and acknowledgement, the statutory cancellation right for that digital content may end when supply begins.
5.4.
After the applicable cancellation period has ended, fixed-term access is generally non-refundable merely because you no longer wish to use it, unless this Policy, the Terms of Service, or applicable law gives you another right to a remedy.
6. FAULTY, NOT-AS-DESCRIBED, OR NON-CONFORMING DIGITAL CONTENT
6.1. Statutory quality rights
Under the Consumer Rights Act 2015, digital content supplied to a UK consumer must meet applicable statutory standards, including being of satisfactory quality, fit for an applicable purpose, and as described.
6.2. Repair or replacement
Where digital content does not conform to the contract, you may have a statutory right to require repair or replacement. We must provide the remedy within a reasonable time and without significant inconvenience where the statutory conditions are met.
6.3. Price reduction
Where repair or replacement is impossible, disproportionate, or is not provided within a reasonable time and without significant inconvenience, you may have a right to an appropriate price reduction. Depending on the circumstances, the reduction may be up to the full price.
6.4. Digital services
Where a digital service is not performed with reasonable care and skill or does not conform to binding information given about the service, you may have statutory remedies including repeat performance or a price reduction, depending on the circumstances.
6.5. Platform-side faults
Examples of issues that may give rise to a remedy include paid Course content that cannot be accessed because of a persistent fault on our side, paid functionality that materially fails to operate as described, or content that is materially different from the description forming part of the contract.
Temporary outages, maintenance, or problems caused solely by your own device, network, browser configuration, or third-party systems do not automatically create a right to a refund, although we will assess the actual circumstances and any rights that apply.
7. HOW TO REQUEST A CANCELLATION OR REFUND
7.1.
You may contact us at [email protected] from the email address associated with your account.
Please include, where available:
- the email address associated with your account;
- the order, invoice, checkout, or transaction reference;
- the date of purchase or renewal;
- the Course, subscription, or service concerned;
- what you are requesting.
You do not need to give a reason when exercising a statutory right to cancel without reason.
7.2. Model cancellation wording
You may use the following wording if helpful:
I hereby give notice that I cancel my contract for the supply of the following digital content or service: [description], ordered on [date]. Name and account email: [details].
You do not have to use this exact wording.
7.3. Acknowledgement and review
We aim to acknowledge refund and cancellation requests within 3 business days. This service target does not extend any statutory deadline for making a refund.
We may request reasonable information necessary to identify the transaction, verify the account holder, and determine the applicable refund right.
8. HOW REFUNDS ARE PAID
8.1. Statutory refunds
Where you have a statutory right to reimbursement following cancellation, we will make the reimbursement without undue delay and within the period required by applicable law.
Under the Consumer Contracts Regulations 2013, this is generally no later than 14 days after we are informed of a valid cancellation in circumstances where those Regulations require reimbursement.
8.2. Payment method
Where required by law, reimbursement will be made using the same means of payment used for the original transaction unless you expressly agree otherwise and the alternative does not cause you to incur fees.
Payment-provider processing times after we issue the refund may vary and are outside our direct control.
8.3. Cryptocurrency payments
Blockchain transactions cannot be reversed. Where a payment was made using cryptocurrency, a refund may therefore need to be processed as a new transaction through the relevant payment provider or to a wallet address that you securely confirm.
The amount of the refund to which you are legally or contractually entitled is determined by the applicable purchase price and refund right. Because cryptocurrency exchange rates fluctuate, the quantity of cryptocurrency used to deliver a refund may differ from the quantity originally paid.
We will not reduce a statutory refund by blockchain network fees or provider charges where applicable law does not permit such a deduction. Any legally permitted charge or technical limitation will be explained before the refund is completed.
8.4. Provider limitations
Where a payment provider requires identity, compliance, wallet, fraud-prevention, or other information before it can process a refund, we may ask you to complete the steps reasonably necessary for the refund to be issued.
9. WHEN A REFUND MAY BE DECLINED
9.1.
Subject always to mandatory consumer rights, we may decline a discretionary refund where:
- the applicable statutory cancellation period has ended;
- a valid digital-content waiver applies and no other statutory or contractual remedy exists;
- the purchased content or service conforms to the contract and there is no other refund entitlement;
- the request falls outside an additional refund promise expressly made in this Policy or at checkout;
- there is reasonable evidence of fraud or abuse of the refund process;
- the purchase was made from another trader and DEATH DOULA LTD is not the seller.
9.2.
The fact that digital content has been accessed or substantially consumed does not remove statutory rights relating to content that is faulty, not as described, or otherwise non-conforming.
9.3.
Nothing in this section permits us to reject a refund or other remedy that applicable law requires us to provide.
10. CHARGEBACKS AND PAYMENT DISPUTES
10.1.
If you believe a charge is incorrect, duplicated, unauthorised, or otherwise disputed, you may contact us first at [email protected] so that we can try to resolve the issue promptly.
This does not limit any right you have to contact your bank, card issuer, payment provider, or other dispute-resolution service.
10.2.
If a payment provider reverses, freezes, or places a transaction under dispute, access associated with that payment may be temporarily affected where payment is no longer confirmed. We will not use suspension merely as a penalty for exercising a lawful chargeback or consumer right.
10.3.
Fraudulent or abusive chargeback activity may result in account restrictions where reasonably necessary to protect the Platform, subject to applicable law and your legitimate consumer rights.
11. CHANGES TO THIS REFUND POLICY
11.1.
We may update this Refund Policy to reflect changes in law, payment methods, Platform functionality, products, or business operations.
The current version will be published on the Platform with its "Last Updated" date.
11.2.
A later version of this Policy will not retrospectively remove a statutory or contractual refund right that already arose in relation to an earlier purchase.
12. CONTACT
DEATH DOULA LTD
Company Number: 17171845 (England and Wales)
Registered Office: 54 Mead Way, High Wycombe, England, HP11 1RH
Email: [email protected]