Refunds

• Valid cancellation. Where a consumer validly exercises the statutory right of cancellation, or a business customer cancels within a period attracting no charge, under the cancellation policy.
• Order declined by us. Where we are unable to accept an order, all sums paid are refunded in full.
• Cancellation by us. Where we cancel a service or a scheduled session and you do not elect to transfer to an alternative date.
• Failure to perform. Where we fail to deliver a service and the failure is not attributable to you.
• Non-conforming service. Where a service has not been performed with reasonable care and skill, or digital content does not conform, and the remedies of re-performance or repair are impossible or not provided within a reasonable time.
• Duplicate payment. Where a payment has been taken twice for the same order.

• Where the statutory right of cancellation has been lost because digital content was supplied, or a service fully performed, with your express consent and acknowledgement.
• Where a business customer cancels within a period attracting a charge under the contractual scale.
• Where you fail to attend a scheduled session without notice, or fail to engage with a programme after access has been provided.
• Where a stated prerequisite was not met and this was not disclosed at the point of order.
• Where a service has been delivered as described and the request reflects a change of mind after the applicable period has expired.
• Where the request relates to an outcome that was not warranted — for example admission to a programme of study, publication of a manuscript, or a particular grade or assessment result.

Where a service has been partly performed at your request and a refund becomes due, the sum refunded is reduced by an amount proportionate to what has been supplied, assessed against the full price of the contract.

Where a service is composed of identifiable elements — for example a training module made up of individual protocols, or a doctoral bundle made up of discrete services — the assessment is made by reference to the elements delivered rather than by reference to time elapsed.

Where a staged deliverable set has been released in part, sums attributable to stages already released are not refundable, and sums attributable to stages not yet released are refunded in full.

Requests should be made in writing to info@stellarcatalystuk.co.uk and should state:

• The order reference shown on your confirmation.
• The service to which the request relates.
• The ground on which the refund is sought.
• Where the ground is non-conformity, a description of the respect in which the service fell short.

We acknowledge requests within two working days and give a substantive response within five. Where a request requires investigation, we will tell you and give an expected date for our decision.

Once a refund has been issued by us, the time taken for funds to appear in your account is determined by your card issuer and typically takes a further three to five working days. That period is outside our control.

Where the original payment method is no longer available, we will agree an alternative with you. We do not make refunds in cash and do not refund to an account other than the one from which payment was taken, save where that account has been closed and evidence is provided.

Where you disagree with a decision on a refund, the matter should be raised under the complaints procedure, which provides for review at a level above the person who made the original decision.

Nothing in this policy affects your right to pursue a claim through the courts, or a consumer's right to refer an unresolved dispute to an alternative dispute resolution provider where one is available.