Refunds and cancellation

The short version: look at the whole thing before you pay — free, for three hours, with no card — and if you buy and it is not what you expected, say so within 14 days and you get your money back. Usually the same day you ask. What follows is the detail, because you are entitled to know it before you pay rather than after.

Look before you buy

Two ways, both free and neither needing a card. There is a full 100-question mock exam drawn from the same bank, marked at the end with a worked explanation on every question, and a section of the revision guide with it. And there is a full trial: the complete course unlocked for three hours — every question, the timed mocks and the whole guide. We email you a link and the clock starts when you click it, so you can choose an evening when you have time to use it properly.

That exists because we would much rather you looked and decided against us than bought on a hope. A course that will not show you the material before you pay is telling you something.

Try it free

Cancelling, and the 14-day refund

The Consumer Contracts Regulations 2013 give you 14 days to cancel a distance purchase of digital content without giving a reason. You have that right here. We do not ask you to sign it away before you can pay, and nothing on this site shortens it.

Tell us within those 14 days that you want to cancel and we refund you in full, to the way you paid. You do not have to give a reason and we will not argue with you about it. The 14 days run from the day your account is opened.

How to cancel

Tell us clearly that you want to — by email, or through the contact form on the sign-in page. You may use the form below but you do not have to. It is enough that the message leaves you before the window is up.

Model cancellation form

To The Arch: I hereby give notice that I cancel my contract for the supply of the following digital content — [package], ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Email: [the address your login went to]. Date: [today].

How we handle it in practice

• Email us within 14 days of your account opening and say you want to cancel. You do not have to give a reason and we will not argue with you about it.
• We refund to the way you paid, within 14 days of being told, and usually the same day.
• Outside the 14 days, ask anyway. If something has gone wrong at our end, or your circumstances have changed in a way that seems fair to us, we will look at it. There is no form and no committee.
• If the material was faulty, wrong or not as described, tell us whenever you find it — that is a separate right under the Consumer Rights Act 2015 and it is not limited to 14 days.

What we do not refund

• Time left on an account we have closed for sharing a login or copying the material out.
• A change of mind after the 14 days, unless there is something wrong with the material — though see above, because we do look at these.
• An examination fee, a booking, travel, or anything else you have paid to somebody else.

We do not refund on the basis of an examination result, in either direction. Nobody selling study material can control how a candidate's day goes, and a promise built on that would not be honest.

Extensions

If your exam moves, or an outage on our side takes out a real part of your access period, write to us. Extending an account costs us nothing and refusing would be mean.

How to ask

Use the contact form on the sign-in page, or reply to the email your login came in. A person reads it.