Refund Policy

Payments on Trigfell are handled by Paddle (Paddle.com Market Limited and its group companies), which acts as our Merchant of Record. This means Paddle is the seller of record for your purchase: it processes the payment, is named on your receipt, handles applicable taxes, and processes any refund back to your original payment method. When a refund is agreed, it is actioned through Paddle.

Trigfell sells access to digital content and services: online courses, a members’ community, certificates, events and cohorts, and, for businesses, team seats. Some purchases are one-off, and some are recurring subscriptions that renew automatically until you cancel.

If you are a consumer in the UK, you normally have a 14-day cancellation (cooling-off) period after buying digital content or a service online, under the Consumer Contracts Regulations.

There is an important point specific to digital content. If you ask for immediate access and start streaming or downloading the digital content within that period, and you acknowledge that you will lose your cancellation right by doing so, then the right to cancel for a refund can be lost once access has begun. Where you have not yet accessed the content, your cooling-off right continues to apply. [The exact cooling-off approach, including whether and how we ask for this acknowledgement at checkout, to be confirmed by our solicitor].

This policy does not affect your statutory rights as a consumer, including your rights if digital content is faulty or not as described.

You can cancel a subscription at any time to stop it renewing. Cancelling stops future charges; it does not, by itself, refund a charge you have already been billed for the current period, unless a refund is required by law or offered under this policy. When you cancel, you keep access until the end of the period you have already paid for, unless stated otherwise. [Whether part-period or unused-time refunds are offered to be confirmed].

To request a refund, please:

• contact us at [support email address to be completed], quoting the receipt or order reference from your Paddle confirmation email; or
• use the contact route on your Paddle receipt, as Paddle is the seller of record and processes the refund.

We will review your request and, where a refund is due under your legal rights or this policy, arrange for it to be processed through Paddle. Refunds are made to your original payment method, and the time it takes to appear depends on your bank or card provider.

If the content or service you bought is faulty, not as described, or does not work as it should, please tell us. You may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015. We want the platform to be worth your while, so please give us the chance to put things right.

To be clear and honest: we do not promise any specific professional, commercial or examination result from using Trigfell, and a refund is not available simply because a course did not lead to a particular outcome. Refunds are governed by your consumer rights and the terms of this policy.

Statutory cooling-off rights for consumers may not apply to purchases made by a business, including B2B team seats. Refunds for business purchases are governed by the applicable order terms. [B2B refund and cancellation terms to be confirmed].

We may update this policy from time to time. We will update the “last updated” date above when we make changes, and changes do not affect the terms that applied to a purchase you have already made.