The short version
The full DTV application guide is instant-access digital content - the moment you complete your purchase, everything unlocks immediately. Because of that, and in line with UK consumer law on digital content, refunds work a little differently than they would for a physical product.
Your right to cancel, and what changes with instant access
Under the Consumer Contracts Regulations 2013, UK consumers ordinarily have a 14-day "cooling-off" period after an online purchase, during which they can cancel for any reason and receive a full refund.
For instant-access digital content specifically, the law allows a seller to ask the customer to expressly agree to waive that cooling-off right in exchange for immediate access, rather than waiting 14 days for the content to unlock. That's what happens here: at checkout, you'll be asked to confirm you understand that starting access immediately means giving up the standard 14-day cancellation right for this purchase.
Our goodwill refund window
Even though the standard legal cooling-off right doesn't apply once you've started accessing instant digital content, we offer a goodwill refund window anyway:
- If you request a refund within 24 hours of purchase, and you haven't made meaningful use of the guide - downloaded either template, printed or saved pages, or worked through the content in any substantial way - we'll refund you in full.
- If you have, we'll assess refund requests case by case rather than automatically declining them - genuine technical problems or duplicate purchases are always refunded. Downloading or printing the bulk of the guide's content shortly before requesting a refund won't qualify for the automatic window, even if you didn't download either named template specifically.
This is a goodwill policy on our part, not a statement of your legal entitlement - see the section above for what the law actually requires.
What isn't covered
- Change of mind after you've downloaded and made use of the templates
- Dissatisfaction with a specific school's DTV process, embassy decision, or visa outcome - the guide helps you prepare, it doesn't control or guarantee the result
- Requests made more than 30 days after purchase
How to request a refund
Email us at [email protected] with your order confirmation and the reason for your request. We aim to respond within 2 business days, and any approved refund will be issued to your original payment method within 14 days.
Free content
The free DTV guide, the comparison page, and browsing school listings are entirely free and don't require payment - there's nothing to refund there, since nothing was charged.