Refund Policy
Refund and Cancellation Policy
Child Therapy Service CIC and Child Therapy Practitioners Limited Last reviewed: May 2026 Next review due: May 2027
- Introduction
This policy sets out the terms under which refunds and cancellations apply to all paid products and services provided by Child Therapy Service CIC and Child Therapy Practitioners Limited (together referred to as “we”, “us”, or “our”).
It applies to:
- Directory listings, including all listing tiers
- Digital products such as workbooks, toolkits, and downloadable resources
- Memberships and training packages
- Live and on-demand courses
- Bespoke and commissioned training
By purchasing or accessing any of our services, you confirm that you have read and agree to this policy.
- Your Right to Cancel — Statutory Rights
Under the Consumer Contracts Regulations 2013, if you are a consumer purchasing a service, you have the right to cancel within 14 days of purchase without giving a reason, unless you have requested that the service begins immediately and it has already commenced, in which case your right to cancel may be reduced or lost.
Where you have purchased a digital product and downloading or accessing it has begun with your agreement, your right to cancel is lost at the point of access.
Nothing in this policy affects your statutory rights under UK consumer law.
- Directory Listings
3.1 Cancellation Before Approval
If you cancel your Directory listing before it has been reviewed and approved, you may request a full refund. To request cancellation, email [email protected] with your order details.
3.2 Cancellation After Approval and Publication
Once a listing has been reviewed, approved, and published, it is considered active. No refund will be issued if you subsequently choose to deactivate or remove your listing voluntarily. You may request removal at any time, but the listing fee is non-refundable from the point of publication.
3.3 Rejected Listings
If your listing is rejected during the verification process and you are unable to meet our required standards, a full refund will be issued. If your listing fails verification on a second occasion, no refund will be provided.
3.4 Auto-Renewal and Subscription Cancellation
Where a listing or membership is set to auto-renew, you may cancel at any time before the next billing cycle. Please cancel via your account dashboard or contact us at [email protected] at least five working days before your renewal date to avoid being charged for the next period.
- Digital Products
Downloaded digital products, including toolkits, PDFs, and workbooks, are non-refundable once accessed or downloaded, unless required by UK consumer law.
If you believe you have a valid claim under UK consumer law, please contact us within six months of purchase at [email protected] with your order details and the reason for your request. Each case will be considered on its merits.
- Memberships
Refund requests for memberships are considered on a case-by-case basis, taking into account the level of platform access already provided at the time of the request.
Where a refund is approved, an administration fee of £50 maybe be deducted from the refunded amount, depending on the complexity of the request.
To submit a request, email [email protected] with your full name, order or invoice reference, and the reason for your request.
Refunds will not be issued where a membership has been suspended or terminated as a result of a breach of our Terms and Conditions or this policy.
- Live and On-Demand Courses
Refunds are not available for live or on-demand course bookings once access to digital materials has been granted, which occurs immediately upon purchase.
If you are unable to attend a live session, you may request to reschedule on one occasion, subject to an administration fee of £25. Rescheduling requests must be made in writing to [email protected] before the session begins.
We are not responsible for technical issues, device incompatibility, or internet connectivity problems that prevent access or attendance. Please ensure that your device and network are compatible with our event platforms, including Zoom, before a session begins.
- Bespoke and Commissioned Training
Refund requests for bespoke or commissioned training are assessed on a case-by-case basis. Where a refund is approved, an administration fee of £50 will be deducted from the refunded amount.
No refund will be provided for bespoke training sessions that were booked but not attended or accessed.
- No Refunds for Policy Breaches
Refunds will not be issued where a listing, membership, course, or service has been removed or suspended as a result of:
- a breach of our Terms and Conditions or any applicable policy
- the submission of false, misleading, or unverifiable information
- repeated complaints, safeguarding concerns, or ethical breaches
- Voluntary Cancellations
Refunds are not available where you voluntarily cancel a listing, membership, or course after approval or once access has been granted. This includes, but is not limited to, situations where:
- your business or employment circumstances change
- you receive fewer enquiries or leads than anticipated
- you are dissatisfied with visibility, engagement, or outcomes
- Processing Refunds
Approved refunds will be processed to the original payment method within 7 to 10 business days of approval. We are not responsible for any additional delays caused by your bank or payment provider. Written confirmation will be provided once a refund has been processed.
- How to Submit a Request
All refund and cancellation requests must be submitted in writing to:
Email: [email protected]
Please include:
- your full name
- your order or invoice reference number
- the reason for your request
We aim to acknowledge all requests within two business days.
- Governing Law
This policy is governed by the law of England and Wales. Any disputes arising from or in connection with this policy are subject to the exclusive jurisdiction of the courts of England and Wales.
Last reviewed: May 2026. Next review due: May 2027.