Refund Policy

1Our Approach to Refunds

We want customers to have a genuine opportunity to evaluate Scholargrowth after purchasing, and to feel confident that the platform is the right fit for their business before relying on it. This policy is built around that principle: it sets out a clear, time-limited money-back guarantee for new customers, alongside the more general rules that apply to refunds.

Each Scholargrowth Package is a single one-off payment for Lifetime Access, as defined in our Terms and Conditions, rather than a recurring subscription. Because that one payment funds the ongoing provision of the Service for as long as access continues, including hosting, support, security, and continued development, refunds are necessarily more limited once a customer has moved beyond the initial evaluation period. Our approach to refunds reflects that reality while still aiming to be fair and transparent.

This policy applies to Package purchases made by Scholargrowth's Customers as described in our Terms and Conditions. Where a Customer has entered into a separate written agreement with Scholargrowth that includes different refund terms, the terms of that separate agreement will take precedence over this policy to the extent of any conflict.

2The 14-Day Money-Back Guarantee

Eligible purchases of a Scholargrowth Package are covered by a 14-day money-back guarantee. This means that a new Customer who is not satisfied with the Service within the first 14 days following their original purchase may request a full refund of the amount paid for that initial purchase, subject to the conditions set out in this policy.

The 14-day period is calculated from the date of the original purchase, meaning the date on which the Customer completed checkout for their first Package. It is not calculated from the date the Customer first logs in or begins actively using the Service, since we recognise that a business may take a short time to begin exploring a new platform after purchasing it.

The guarantee applies to the Customer's first Package purchase for a given account. It is generally intended as a one-time evaluation opportunity for new customers, rather than a guarantee that resets with every change of Package, as explained further in the sections below.

Where a refund is approved under the 14-day guarantee, the Customer's access to the refunded Package will end once the refund has been processed, since the guarantee is intended to reverse the original purchase rather than to provide free, ongoing access to the Service alongside a refunded payment.

3What the Guarantee Covers

The 14-day money-back guarantee applies to the one-off payment made for a Customer's initial Package. Because each Package is paid for with a single upfront payment, the guarantee, where eligible, covers a refund of that payment in full.

The guarantee is intended to cover standard Package payments made through the checkout process on the Scholargrowth website or another designated purchasing channel. It does not automatically extend to any separate, non-standard charges that may apply in specific circumstances, such as custom implementation services, bespoke integration work, or other services arranged outside the standard checkout process, which may be subject to separate terms agreed with the Customer at the time.

Where a Customer has purchased more than one Package, for example if they maintain more than one Scholargrowth account for different parts of their business, the 14-day guarantee applies separately to each individual initial purchase, rather than being combined or shared across multiple accounts.

4Eligibility Conditions

Refund eligibility under the 14-day guarantee is not automatic and may depend on a number of factors that we consider when reviewing a request. These include the Package that was purchased, the timing of the refund request relative to the date of the original purchase, and the extent to which the Account has been used during the 14-day period.

Requests submitted after the 14-day period has elapsed will generally fall outside the scope of the guarantee and will not be eligible for a refund on that basis, although they may still be considered under the general discretionary provisions described later in this policy, or under any rights a Customer may separately have under applicable consumer protection law.

We reserve the right to review the pattern of usage on an Account when assessing a refund request made under the 14-day guarantee. Where usage during the evaluation period is consistent with a genuine attempt to trial the Service, such as exploring the available features, entering sample data, or setting up an initial workspace, a request will typically be treated as eligible. Where usage patterns instead suggest that the guarantee is being used in a manner inconsistent with its intended purpose, such as extensive ongoing use of the platform for live business operations across the full evaluation window followed by a refund request, we reserve the right to decline the request or to discuss the circumstances further with the Customer before making a decision.

Eligibility may also be affected where a Customer has previously received a refund under the 14-day guarantee for an earlier purchase and has since purchased again. In such cases, we reserve the right to treat the guarantee as already used in relation to that Customer or business, and to assess any further refund request on a discretionary basis rather than as an automatic entitlement.

5How to Request a Refund

To request a refund under the 14-day money-back guarantee, a Customer should contact our support team through the contact channels made available on the Scholargrowth website, within 14 days of their original purchase.

When submitting a request, it is helpful to include the email address or other identifier associated with the Scholargrowth Account, the approximate date of the original purchase, and a brief explanation of the reason for the request, where the Customer is willing to share one. While a specific reason is not required in order to request a refund under the guarantee, this information can help us process requests efficiently and can also help us understand where the Service may not be meeting the expectations of prospective customers.

Our support team will review each request and aim to respond within a reasonable period, confirming whether the request has been approved and, where approved, the timeline for processing the refund. Where we require additional information in order to assess a request, such as confirmation of the Account or purchase details, we will contact the Customer directly to request it.

6How Refunds Are Processed

Approved refunds are processed back to the original payment method used for the purchase, through Stripe, our third-party payment processor. Scholargrowth does not issue refunds by any method other than a reversal to the original payment method, except in unusual circumstances where the original payment method is no longer available, in which case we will work with the Customer to identify an appropriate alternative. Once a refund has been approved, we will submit the refund instruction to Stripe as promptly as reasonably possible. The time it then takes for the refunded amount to appear in the Customer's account or on their card statement depends on the processing times of Stripe and of the Customer's own bank or card issuer, which are outside our direct control, but which typically fall within a period of several business days to around two weeks from the date the refund is submitted.

Where a Customer paid by Bacs Direct Debit or another supported payment method with its own particular processing characteristics, the timeline for a refund to be completed may differ from card-based refunds, and we will advise the Customer of the expected timeline at the point the refund is approved. Where a Customer paid with Klarna, the refund is returned to Klarna and applied in line with Klarna's own terms, which may include reducing or cancelling any remaining instalments.

No fee is charged by Scholargrowth for processing an eligible refund under this policy. However, we are not responsible for any fees that may be charged by a Customer's own bank, card issuer, or other financial institution in connection with receiving a refunded payment.

7Refunds Outside the 14-Day Guarantee

Once the 14-day evaluation period has passed, the one-off payment for a Package is generally non-refundable, including in circumstances where a Customer has made limited use of the Service or decides that they no longer wish to use it.

This approach reflects the nature of a lifetime purchase: a single payment funds access to, and support for, the Service for as long as that access continues, rather than a fixed billing period that can be cancelled and refunded pro rata. Because there are no recurring charges, Customers will not be billed again for their Package and do not need to cancel anything to avoid future payments.

Notwithstanding the general position described above, we may, at our discretion, consider a refund request outside the 14-day guarantee in certain limited circumstances, such as where a Customer was charged in error, where a technical fault attributable to Scholargrowth prevented the Customer from being able to access or use the Service for a significant period, or where we otherwise consider it fair and reasonable to do so in the circumstances. Any such discretionary refund is considered on a case-by-case basis and does not create an ongoing entitlement to similar treatment in future.

8Billing Errors and Duplicate Charges

If a Customer believes they have been charged in error, such as through a duplicate charge for the same Package, a charge that does not match the Package the Customer selected at checkout, or a charge the Customer did not authorise, the Customer should contact our support team as soon as possible with details of the charge in question.

Where we confirm that a billing error has occurred, we will correct the error and issue an appropriate refund for any amount incorrectly charged, processed back to the original payment method in accordance with the refund processing provisions of this policy. Billing error corrections of this kind are treated separately from the 14-day money-back guarantee and are not subject to the same 14-day time limit, though Customers are encouraged to report suspected billing errors promptly so that they can be investigated and resolved while the relevant transaction details remain readily available.

We reserve the right to request reasonable supporting information from the Customer in order to investigate a suspected billing error, such as confirming the payment method used, the date of the disputed charge, and the Package the Customer believes should have applied.

9Closing an Account and Its Relationship to Refunds

Closing an Account and requesting a refund are related but distinct actions. Because each Package is a single one-off payment, there is no subscription to cancel and no future billing to stop. A Customer may close their Account at any time by contacting our support team. Closing an Account does not, on its own, entitle the Customer to a refund of any payment already made, except where the 14-day money-back guarantee or another provision of this policy applies.

A Customer who no longer wishes to use the Service is not charged again whether or not they close their Account. We recommend that Customers export any Content they wish to keep before asking us to close their Account, as described in our Terms and Conditions.

Where a Customer requests and is granted a refund under the 14-day money-back guarantee, access to the refunded Package ends once the refund has been processed, since the purpose of the guarantee is to unwind the original purchase in full, rather than to provide a refund while access to the Service continues.

10Changes Between Packages

A Customer who wishes to move to a different Package can purchase it through the checkout on the Scholargrowth website while signed in, or by contacting our support team. The new Package is a separate one-off payment at the price shown at checkout, and it applies to the Customer's existing workspace as soon as checkout is complete. Unless we state otherwise at the time of purchase, no credit or refund is given for the amount paid for the previous Package.

Moving to a lower-priced Package does not give rise to a refund of the difference in price, unless otherwise stated at the time the change is requested. Payments for a new Package are treated the same way as other Package payments for the purposes of this policy.

Switching between Packages does not, on its own, restart or extend the 14-day money-back guarantee described earlier in this policy. The guarantee relates to a Customer's original purchase, rather than to each subsequent change of Package.

11Free Trials and Promotional Offers

Where Scholargrowth offers a free trial period, promotional discount, or other special offer in connection with a Package, the specific terms of that trial or offer, as communicated to the Customer at the time, will govern how payment and any applicable refund rights apply, and will take precedence over the general provisions of this policy to the extent of any conflict.

A free trial does not convert automatically into a paid purchase. A payment is only taken when the Customer completes checkout for a Package, so Customers do not need to cancel anything at the end of a trial to avoid being charged. Where the 14-day money-back guarantee applies, it is calculated from the date the Customer completes checkout for their first Package.

12Chargebacks and Payment Disputes

If a Customer has a concern about a charge relating to their Scholargrowth purchase, we encourage them to contact our support team directly in the first instance, so that we can investigate and resolve the matter promptly, including through a refund where appropriate under this policy.

Initiating a chargeback or payment dispute directly with a card issuer or bank, without first raising the matter with Scholargrowth, can result in delays to resolving the underlying issue, and may in some cases result in the Customer's Account being suspended while the chargeback is investigated, consistent with standard practices for handling disputed payments. We would generally prefer the opportunity to address a billing concern directly before a formal chargeback process is initiated, and are typically able to resolve legitimate billing issues more quickly through direct contact with our support team.

Where a chargeback is initiated and is ultimately found, following investigation by the relevant card network or bank, to relate to a charge that was properly authorised and valid under these terms, Scholargrowth reserves the right to suspend or terminate the associated Account, consistent with the general termination provisions of our Terms and Conditions, in addition to any other remedies available to us.

Nothing in this section is intended to limit any right a Customer may have under applicable law or under the rules of their card issuer or bank to dispute a charge through the chargeback process available to them.

13Currency and Taxes

Refunds are processed in the same currency in which the original payment was made. Where currency conversion was applied to the original payment, for example because the Customer's card was denominated in a different currency to the price displayed at checkout, any refund will generally reflect the amount originally charged in the currency of that charge, and the Customer's bank or card issuer may apply its own exchange rate when converting the refunded amount back into the Customer's local currency, which can result in a small variation between the original charge and the amount ultimately received.

Where applicable taxes, such as value-added tax or sales tax, were charged in addition to the underlying Package price, an approved refund will generally include a corresponding refund of the tax amount charged on the refunded portion of the fee, consistent with applicable tax rules. Where local tax law requires a specific document, such as a credit note, to be issued alongside a refund, we will aim to provide the relevant documentation to the Customer.

14Relationship to Consumer Protection Law

This policy is intended to operate alongside, and not in place of, any statutory rights a Customer may have under applicable consumer protection law in their jurisdiction, including any mandatory cancellation or cooling-off periods that may apply to online purchases of digital services. Where applicable law grants a Customer rights that are broader than, or different from, those described in this policy, those statutory rights will apply in addition to, and where relevant in place of, the corresponding provisions of this policy.

Customers who believe that applicable consumer protection law in their jurisdiction entitles them to a refund in circumstances not otherwise covered by this policy are encouraged to raise this with our support team, referencing the specific law or regulation they believe applies, so that we can review the request accordingly. Because Scholargrowth is intended primarily for business use rather than for personal, family, or household purposes, certain consumer protection rights that apply to purchases made by individual consumers may not apply in the same way to purchases made by a business entity, depending on the applicable law in the relevant jurisdiction. Customers with questions about how consumer protection law applies to their specific circumstances are encouraged to seek their own legal advice.

15Business Customers and Bulk or Custom Arrangements

Where a Customer has arranged a custom Package, a bulk purchase covering multiple accounts, or another non-standard purchasing arrangement negotiated directly with Scholargrowth, the specific refund terms applicable to that arrangement will be as set out in the relevant order form, quotation, or separate written agreement, and will take precedence over the general provisions of this policy to the extent of any conflict. In the absence of any such separate written terms, the general provisions of this policy, including the 14-day money-back guarantee described above, will apply to custom or bulk purchases in the same way as they apply to standard Package purchases made through the Scholargrowth website.

16Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, our Packages, or applicable law. Where we make material changes to this policy, we will take reasonable steps to notify existing Customers, such as by updating the "last updated" date on this policy or, where appropriate, through direct communication.

Except where a change is required by law to apply retroactively, changes to this policy generally apply to purchases made after the updated policy takes effect, and do not retroactively remove refund rights that had already arisen under the version of the policy in place at the time of an earlier purchase.

17Contact Us

If you have questions about this Refund Policy, or would like to request a refund in accordance with its terms, please contact our support team through the contact channels made available on the Scholargrowth website. Including your Account details and the approximate date of the relevant purchase will help us respond to your request as efficiently as possible.

For broader questions about billing, Package changes, or your Account more generally, our support team is also available to help, and can direct your enquiry to the appropriate area of our billing or account management processes.