Who this applies to
Anyone buying a course, a learning path or an assessment from CEJ Experts for themselves. If your practice, trust or employer is buying training for a group, see Organisations and group bookings further down — the rules are different and mostly weaker, because business buyers do not get consumer protection.
Your right to change your mind
Buying online means you have 14 days from the day you buy to cancel and get your money back. You do not have to give a reason, and we will not ask you for one.
This is a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, not a favour we are doing you.
The part everyone gets caught by
Online courses are digital content, and there is an exception in the law for digital content you start using straight away.
If you ask to start the course inside the 14-day window, you have to agree to two things first: that you want it to start immediately, and that doing so ends your right to cancel. At that point the 14 days stop applying and the refund right goes with them.
We will put that in front of you as a clear, separate tick box at checkout, in plain words, before you pay. We will not bury it, we will not pre-tick it, and we will not treat clicking a “start now” button as the same thing as agreeing to it. If we ever fail to do that, your 14 days stand.
If you buy and simply do not start the course, your 14 days run normally and you can cancel for a full refund.
How to cancel
Email info@cejexperts.com with your name, the course, and the date you bought it. Any clear statement that you are cancelling is enough — you do not need a form or a particular wording. We will confirm in writing that we have received it.
How refunds are paid
- Back to the card or account you paid from. We cannot send it somewhere else.
- Within 14 days of us accepting the cancellation, and usually much sooner.
- The full amount, with no cancellation charge and no admin fee.
- How quickly it appears is then down to your bank, not us. A few working days is normal.
Refunds outside the 14 days
Once the 14 days have passed, or once you have waived them by starting the course, we are not obliged to refund you. In practice we will still refund, in full or in part, if:
- the course was substantially not what we described;
- a technical fault on our side stopped you accessing it and we could not fix it in reasonable time;
- you were charged twice, or charged in error; or
- something in your life has gone badly wrong and asking us is the reasonable thing to do. Ask. We are a small team and we can use our judgement.
What is not a ground for refund: not passing an examination, changing your mind about your career, or finding the content harder than you expected. We say clearly in our Terms of Use that we cannot guarantee an outcome, and a refund policy is not a way around that.
Subscriptions
If we introduce a subscription, these will be the rules and they will be on the page before you sign up:
- Cancel any time. You keep access until the end of the period you have already paid for.
- No refund of part of a period you have used, unless one of the situations above applies.
- We will email before an annual renewal, not after it.
- Cancelling is done in your account, in the same number of clicks it took to subscribe. No phone call, no retention script.
Live and scheduled sessions
Where a course has a live component with a fixed date, the 14-day right still applies from the date you buy. Additionally:
- Cancel more than 14 days before the session and you get a full refund.
- Cancel inside 14 days of the session and we will offer a transfer to the next running of it. A refund at that point is at our discretion, because the seat is unlikely to be resold.
- If you cannot attend, tell us — a transfer is nearly always possible and costs you nothing.
If we cancel or change something
If we cancel a course or session, you choose: a full refund, or a place on the next one. If we materially change what you bought — the content, the format, the date, the person teaching it — we will tell you, and you can take a full refund if the change does not work for you.
Organisations and group bookings
The 14-day statutory right is a consumer right. It does not apply when a practice, trust, university or company buys training, so group bookings are governed by whatever we sign with you.
Our standard position, unless the agreement says otherwise: cancel more than 30 days before the start date for a full refund; between 30 and 14 days, 50%; inside 14 days, no refund but a transfer to the next cohort. Named places can be swapped for a different person at no cost up to the start date — if someone leaves, send someone else.
See also the Data Processing for Organisations page for how we handle your team’s information.
Chargebacks
Please email us before going to your bank. Nearly everything is quicker to resolve directly, and a chargeback locks the payment up for weeks while it is investigated. If you have genuinely been defrauded, do what you need to do.
Complaints
If you are unhappy with how a refund was handled, our complaints process sets out the escalation route and the timescales we hold ourselves to.
When this changes
The policy that applies to your purchase is the one published on the day you bought. We will not apply a later, worse version to something you have already paid for.