Cancellation & Refund Policy

1.1 This policy forms part of your agreement with Econora Limited ("Econora", "we", "us"), company no. 17340610.

1.2 Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

2.1 You have the right to cancel your agreement within 14 days. When those 14 days begin depends on when you join. If you sign up on or after the day your Programme starts, they run from the day you complete signup and make your first payment. If you sign up before your Programme starts, they run from the day your Programme starts instead – so however early you join, you always get a full 14 days of live classes before you have to decide.

2.2 If you cancel within these 14 days, for any reason, we will refund your first payment in full, and access to the Service will end immediately on cancellation. If you have more than one child on your account and you remove only one of them, we refund that child's share of your first payment, that child's access ends immediately, and your other children carry on unchanged.

2.3 This is more generous than your statutory right. Because our classes run during your 14-day period, the law would normally allow us to keep a proportionate amount for the tuition and access you have already received. We choose not to – if you cancel within 14 days, you get the full initial payment back, with no deduction for classes attended or Portal access used up to that point. When you cancel, your access ends straight away.

2.4 How to cancel within the 14 days. Cancel through the Portal – or use any of the methods in section 4. You can also use the model cancellation form in the Annex, but you don't have to. Note that cancelling within the 14-day period ends the Student's access immediately. This is different from cancelling after 14 days (section 3), where access continues to the end of the month you've paid for.

2.5 How your refund is paid. We refund to your original payment method via Stripe. We will process it within 14 days of you telling us you're cancelling – usually sooner.

3.1 You can cancel at any time. Econora is a rolling monthly subscription with no notice period.

3.2 If you cancel after the first 14 days:

• your subscription will not renew on your next billing date;
• you keep access until the end of the month you have already paid for;
• there is no refund of a payment already made – you have paid for that month and keep access for it.

3.3 No pro-rata refunds. Apart from the 14-day right in section 2, we do not refund part-months, and we do not refund because a Student chose not to attend classes or check-ins. You keep full access for any period you have paid for.

4.1 You cancel through the Portal – go to Account, find the child you want to cancel, and choose Cancel place. Because one subscription covers all the children on your account, you cancel each child's place individually: cancelling one leaves your other children unaffected, and cancelling your only child (or your last remaining one) ends the subscription itself. Cancelling is quick and is at least as easy as signing up.

4.2 We will confirm your cancellation and tell you the date your access ends. If you cancel within your first 14 days, access ends immediately and we refund your initial payment. If you cancel after the first 14 days, access continues until the end of the month you have already paid for.

4.3 If for any reason you can't access the Portal, you can also cancel by hello@econora.co.uk, or by using the model cancellation form in the Annex.

5.1 If we fail to provide something we promised – a class, a resource, or a check-in – and we don't make it good (for example by providing a recording or rescheduling), you may be entitled to a refund of the proportionate value of what wasn't provided.

5.2 This does not apply where the Student simply chose not to attend a class or check-in that we made available. Missed live classes are available as recordings on the Portal, and the recording is the catch-up (see Terms & Conditions section 3).

6.1 We do not give refunds:

• for classes or check-ins a Student chose not to attend;
• for part of a month after cancellation (outside the 14-day right);
• where we end your agreement because of a serious breach of our Terms – including abusive, discriminatory or disrespectful conduct. In those cases the Student is offboarded immediately with no refund (see Terms & Conditions section 12).

7.1 If a payment fails on your billing date, the Student's access is suspended and we will let you know.

7.2 You have 7 days to resolve it. As soon as it's resolved within that time, full access is reinstated.

7.3 If it isn't resolved within 7 days, the subscription ends and access is removed. Whether you can sign up again afterwards is at our discretion, and in most cases we will allow it – we understand payments sometimes fail for reasons outside your control. (See Terms & Conditions section 10.)

8.1 How it works. If an existing customer refers a new customer to Econora:

• the new (referred) customer gets £40 off their first month – so their first payment is £159 instead of £199. Their 14-day money-back guarantee still applies in full to that first payment;
• the referring customer gets £40 off one billing cycle, applied to their first billing date that falls after the referred customer's 14-day money-back period has ended – provided the referred customer did not cancel during their 14 days.

8.2 Why the delay. The referrer's £40 credit is confirmed only once the referred customer has passed their 14-day guarantee period without cancelling. If the referred customer cancels within their 14 days, the referrer's credit does not apply.

8.3 Conditions.

• The referred customer must be new to Econora.
• The referral must be made using a code, which the referred customer must apply while signing up.
• Referral credit has no cash value and cannot be exchanged for cash.
• We may withdraw or change the referral scheme at any time; changes won't affect a credit already confirmed.
• Maximum of 3 referral credits per customer per academic year.

8.4 Disclosure. Word-of-mouth to friends and family is welcome and needs nothing special. But if you promote your referral publicly – for example in a school WhatsApp group or on social media – you must make clear that you receive a benefit for referring. This is a legal requirement (incentivised recommendations must be disclosed).

9.1 We may update this policy. If a change materially affects you during your subscription, we'll give reasonable notice, and you may cancel under this policy before it takes effect.

10.1 Questions or a refund request: hello@econora.co.uk.

10.2 If you're unhappy with how we've handled a cancellation or refund, tell us and we'll try to put it right. Data protection complaints are handled under our Privacy Policy.