Digital delivery, digital policy
PointCPD courses are digital — there is no physical product to return, so this policy covers refunds for course access instead. The core principle is simple: if you haven’t used what you bought, you can generally get a refund; once you’ve genuinely started using it, the calculus changes because content, certificates, and CPD points are delivered instantly and can’t practically be “returned” the way a physical good can.
Before you start a module
If you’ve purchased a course and haven’t started the module, contact us within 7 days of purchase for a full refund. This covers the straightforward case — you bought something you decided you don’t need, or bought it by mistake, before ever opening it.
After you’ve started
Because course content, generated certificates, and CPD points are all delivered instantly the moment you engage with them, we generally do not offer refunds once you’ve started a module or passed its assessment. If something is genuinely broken on our end — a module that won’t load, a certificate that never arrives despite a genuine pass — contact us and we will fix it or refund you, whichever is fairer given the specific situation. We treat a technical failure on our side very differently to a simple change of mind after you’ve already engaged with the content.
Wrong course purchased
Bought the wrong course by mistake? Let us know within 48 hours and, provided you haven’t started it, we will swap you into the right one or refund the difference. This is specifically for genuine purchasing mistakes — wrong state, wrong category, clicked the wrong course in the catalogue — not a general cooling-off right after you’ve begun the correct course.
Company seat packs
Seat packs purchased for company accounts follow the same underlying logic, applied per seat: an unassigned seat that hasn’t been allocated to any staff member is more straightforwardly refundable than a seat that’s already been assigned to and used by a staff member. If you’ve bought seats you no longer need and haven’t assigned them, contact us and we’ll work through it directly — unassigned seats are the clearest case for a refund since no individual learner has engaged with the content yet.
What we won’t refund
We won’t refund a course where the assessment has been passed and a certificate and CPD points have already been issued — at that point you’ve received exactly what you paid for: genuine, assessed learning and a real, immutable record of it. Points and certificates are never retroactively revoked as part of a refund, since that would undermine the integrity of the audit trail the whole points system depends on.
How refunds are processed
Where a refund is approved, it’s processed back to your original payment method through our payment processor. Processing times depend on your bank or card provider once we’ve actioned the refund on our end, which is typically prompt once approved.
Cancelling before a course starts
If you simply change your mind before opening a purchased course, the 7-day window above covers you — there’s no need to explain why, provided you genuinely haven’t started the module. We’d rather process a straightforward refund quickly than require you to justify a simple change of mind.
Certificates and points are never revoked as part of a refund
Once an assessment is genuinely passed, the resulting certificate and CPD points are permanent — they’re never retroactively removed as a condition of any refund, cancellation, or dispute. This is a deliberate design decision, not an oversight: the entire value of our points ledger depends on it being immutable, since a regulator, employer, or auditor relying on that record needs to trust it can’t be quietly altered after the fact for any reason, including a later refund dispute.
Disputed or unauthorised payments
If you believe a purchase on your account was unauthorised, contact us immediately — we’ll investigate directly and work with our payment processor as needed. This is separate from a standard refund request and we’ll treat it with appropriate urgency.
How this policy might evolve
As company seat accounts and other purchasing options develop, we may need to refine specific edge cases in this policy — we’ll aim to do that transparently rather than silently, and this page will always reflect our current, actual refund practice rather than a stale historical version.
A note on fairness
This policy is written to be fair in both directions — we don’t want to hold onto a payment for a course you never opened, and we don’t think it’s reasonable to refund a course after you’ve genuinely used it, banked the points, and received a certificate. If your situation sits somewhere in between those two clear cases, tell us the specifics and we’ll make a genuine judgement call rather than forcing your situation into a category that doesn’t quite fit.
Need help?
Contact us via our contact page for anything refund-related — we read every message ourselves and will work through the specifics of your situation directly rather than applying a rigid script that doesn’t fit your case.