Refund Policy

This policy explains how refunds work on everything we sell, what you need to do to request one, and what to expect. It sits alongside, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Legal Rights Come First

Whatever you buy from us, if it is faulty, does not work, or is not as described, you are entitled to have it put right or refunded, up to the full price, under the Consumer Rights Act 2015. Nothing in this policy reduces those rights, and we would never try to.

For digital content like the Booklet, those rights include a repair or replacement where the content is faulty, some or all of your money back where that cannot be fixed, and compensation if content we supply damages your device or other digital content because we failed to use reasonable care and skill.

The SEND Parent Booklet and Instant Downloads

These are delivered as downloads, and at checkout you choose how. Tick the instant-delivery box and we send the Booklet straight away; in ticking it you also acknowledge that, once the download begins, you lose the 14-day right to cancel that usually applies to online purchases (Consumer Contracts Regulations 2013). Leave the box unticked and you keep that full 14-day right: your downloads unlock when the cancellation period ends, or sooner if you ask us in writing. Your order confirmation email repeats whichever choice you made. A download cannot be handed back once it is opened, so instead of a returns window we give you a genuine guarantee that the product works for you.

14-day money-back guarantee. If you have worked through the Booklet to prepare for your meeting and it has not helped, we will refund you in full.

To request a refund, please:

• Contact us within 14 days of your purchase date.
• Email hello@sen.help from the email address you used at checkout, with “Refund request” in the subject line.
• Tell us which parts of the Booklet you used to prepare, and what specifically did not help you. A couple of lines is plenty, and it helps us make the Booklet better.

What to expect:

• We reply within 2 working days and make a decision within 5.
• Approved refunds are for the full amount and go back to the card or account you paid with.
• The guarantee is one refund per customer, and your licence to use the Booklet ends once a refund is issued. Both conditions apply to this guarantee only; they never cut down your statutory rights described above.

Your 14-Day Right to Cancel, and the Cancellation Form

When you buy online as a consumer you normally have 14 days, starting the day after your purchase, to cancel and get a full refund (Consumer Contracts Regulations 2013). For the Booklet, that right ends early only if you chose instant delivery and your download has begun. If you left the instant-delivery box unticked, the right runs its full course and nothing is delivered until it ends.

To cancel: email hello@sen.help within the 14 days saying you want to cancel; a clear sentence is enough. You can use the model cancellation form below, but you do not have to. If you cancel, we refund you in full within 14 days of your cancellation, to the card or account you paid with.

Model cancellation form (copy it into an email or letter, complete it and send it to us):

Professional Directory Subscriptions

Directory subscriptions are business services, sold only to professionals subscribing for the purposes of their trade, business, craft or profession, and you confirm that purpose when you apply. Because of that, the consumer cancellation rights in the Consumer Contracts Regulations 2013 do not apply to them. Subscriptions are billed monthly through Stripe and run until you cancel.

• You can cancel any time by emailing hello@sen.help. Cancelling stops all future payments.
• Your listing stays live until the end of the month you have already paid for.
• We do not refund part-months for a change of mind.
• We will refund where the fault is ours: a billing error, a technical failure that hid your listing for a meaningful period, or a verification that failed for a reason we did not flag when you applied.
• Chargebacks: if you dispute a charge with your card provider before raising it with us, we may suspend your listing while the dispute is open. If we do, we will tell you, and if the dispute ends in your favour or is withdrawn we will reinstate your listing promptly and add the days you lost to your paid period. Talk to us first; most billing issues are fixed in days. This applies to professional subscriptions only, never to parents.

How We Handle Every Refund Request

• Send your request to hello@sen.help with “Refund request” in the subject. If you forget the subject line, your request still counts; the subject just helps us find it faster.
• We acknowledge it within 2 working days and tell you our decision within 5.
• Approved refunds are processed through Stripe to your original payment method, and usually clear within 5 to 10 working days.
• If we ever turn a request down, we will explain why, in plain English.

SEN Help is a trading name of SEN Help Network Ltd (company number 17277924). If you are not happy with how we have handled a refund, your statutory rights and routes to escalate are unaffected.