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

The Booklet is an instant download. This section covers what you ask for at checkout and how our own guarantee works. Your legal rights above sit separately and none of this affects them.

What you ask for at checkout. Before you pay you tick a box that says: “Send me the SEND Parent Booklet straight away. I understand that I lose my 14-day right to cancel this purchase once the download begins, and I have read the Refund Policy.” That tick is your express request for immediate delivery, and your acknowledgement that the 14-day right to cancel online purchases (Consumer Contracts Regulations 2013) ends as soon as your download begins. We confirm both back to you in your order email, and we record the date and time your download starts. Until it starts your right to cancel is intact, and the next section explains how to use it.

Our 14-day money-back guarantee. This is our own promise, on top of your legal rights. The Booklet is written to do one job: give you the words to use in the meetings that decide your child’s support. If it does not do that job for you, tell us within 14 days of buying and we will refund you in full.

How to ask:

• Email hello@sen.help from the address you bought with, within 14 days of your purchase date, with “Refund request” in the subject line.
• Tell us in a couple of lines what you needed and what the Booklet did not give you. We read every one, and it is how the next edition gets better.

What happens next:

• We reply within 2 working days and give you a decision within 5.
• We consider every request in good faith, on what you have told us. If we ever say no, we tell you exactly why, in plain English.
• Approved refunds go back through Stripe to the card you paid with, and usually clear within 5 to 10 working days.

The conditions:

• One claim per person and per household, on your first purchase of the Booklet.
• The guarantee is there for parents the Booklet did not help. It is not a route to a free copy, and we may decline a request that is not made in good faith, or where the same person, household, email address or payment card has claimed before.
• The Booklet and its companion documents are licensed to you and your household, on the terms set out in our Terms of Use. When we refund you that licence ends, and you agree to delete your copies.
• After a refund we may decline to sell to you again.

These conditions apply to our own guarantee only. If your download is faulty, will not open, or is not as described, none of them apply and we handle it under your legal rights 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). The Booklet is supplied instantly: the box you tick at checkout is your request to send it straight away, and your right to cancel ends as soon as your download begins. Until your download begins you can still cancel under that right, and we record the date and time each download starts.

To cancel: tell us within the 14 days. A clear sentence is enough; you do not have to give a reason. If you cancel, we refund you in full within 14 days of your cancellation, to the card or account you paid with.

You do not have to use the form. An email to hello@sen.help saying you want to cancel is just as valid, and so is a letter to our registered office at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF. Whichever you use, we send you written confirmation that we have received it.

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.