Commerce · Governance draft
Refund and Cancellation Policy
This is a governance draft, not a final eligibility promise. The applicable consumer-cancellation period, treatment of accessed digital content and operational refund process require legal and business approval before live sales.
Governance draft — not yet legally approved
This page is a structured launch draft for business and legal review. It describes the intended operating position without replacing statutory rights or professional legal advice. Items requiring a decision are listed at the end.
01
Learning packages
PRAGO intends to assess cancellation and refund requests against the applicable law, the approved terms presented at purchase, the date access began and the extent to which digital learning has been supplied or used.
This draft deliberately does not state a fixed refund window or automatic eligibility rule. Those terms must be approved for the launch jurisdiction before payment is activated.
02
How to request review
A learner should contact support@pragoai.co.uk from the account email and include the relevant order reference. PRAGO must define response targets, identity checks, decision authority and payment-provider processing steps before this process becomes operational.
03
Promotional and complimentary access
A £0 promotion creates governed learning access but no paid amount to return. Any effect of cancellation on a promotion, access period or future eligibility remains governed by the promotion terms and applicable law.
04
Examination vouchers
An examination voucher may be ordered with a learning package or separately where the purchasing journey presents that option. Refund eligibility, transferability, expiry and booking-change terms remain subject to the approved terms presented for the transaction and applicable law.
05
Refund processing
Approved refunds should be returned through the original payment method where appropriate. Timing, partial-refund rules, entitlement consequences, dispute handling and exceptions require final operational and legal approval.
06
Statutory rights
Nothing in an approved final policy should limit rights that cannot lawfully be limited. Which rights apply depends on the learner, transaction and governing jurisdiction; this draft does not provide legal advice or assert universal applicability.
Business / legal approval required before final publication
- Applicable cancellation period and digital-content consent/waiver process.
- Eligibility rules after access, lesson completion or assessment usage.
- Refund decision owner, response targets and Stripe refund/dispute workflow.
- Effect of refunds on entitlements and progress retention.
- Exam-voucher refund, expiry, transfer and booking-change rules.
Draft version 0.1 · prepared 6 September 2026 · contact: support@pragoai.co.uk