Refund and Cancellation Policy
This policy sits alongside our Terms of Sale (https://bibikov.pro/legal/uk/terms). Where the two differ, the Terms of Sale apply.
1. Your 14-day right to cancel
If you are a consumer, you have the right to cancel within 14 days of buying, without giving a reason. The period ends 14 days after the day the contract is concluded.
To cancel, email info@bibikov.pro with a clear statement that you are cancelling. You can use the model form at the end of our Terms of Sale, but you do not have to.
2. Your 14 days and the start date
The 14 days run from the day you buy, not from the start date. At checkout you will have been asked to confirm two things:
- that you want us to give you access and start the programme without waiting for the 14 days to end; and
- that you understand you lose the right to cancel once the programme has been fully performed, and that if you cancel partway through we may keep an amount proportionate to what you have already received.
That is how the law works for services and for digital content: once you have asked us to start and we have started, the right to cancel narrows. What this means for you depends on when you buy.
You buy a month before the start. Your 14 days end before the programme begins. Cancel at any time before the start — full refund. Once the programme has started, payments are non-refundable.
You buy 5 days before the start. Cancel before the start — full refund. Cancel after the start but within 14 days of buying — refund less an amount proportionate to what has been delivered by the time you tell us. After that — no refund.
You buy after the programme has started. Your 14 days begin on the day you buy, and the programme is supplied to you straight away. Cancel within those 14 days — refund less an amount proportionate to what has been delivered by the time you tell us; sessions held since you joined and recordings of earlier sessions you have opened count as delivered. After that — no refund.
In every case the exceptions in section 4 still apply.
3. After the 14 days
If the 14 days have passed but your cohort has not started yet, we refund in full. Once it has started, payments are non-refundable.
Before your cohort starts, you can also ask to move to the next cohort once, at no additional charge.
Missing a session, not doing the homework, or deciding the programme is not for you are not grounds for a refund. Where a recording of a missed session exists, we will give you access to it.
This does not affect your statutory rights. If the programme is not delivered with reasonable care and skill, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015 — tell us and we will put it right, or refund the affected part.
4. When we refund regardless
- We cancel your cohort before it starts, or postpone the start by more than 5 calendar days — you choose between a place in the next cohort and a full refund. A postponement of up to 5 days, notified in advance, is permitted under the Terms of Sale and is not grounds for a refund.
- A session does not take place for reasons on our side and we cannot hold it within 7 days of its scheduled date — we refund the part of the price for that session. A session rescheduled within 7 days is not grounds for a refund.
- Circumstances beyond either party’s control prevent delivery for more than 30 days — we refund the part of the price for what was not delivered.
5. Business buyers
If you buy for business purposes, including as a company or sole trader, the 14-day cancellation right does not apply to you. If you cancel before the programme starts, we refund in full; once it has started, payments are non-refundable.
6. How refunds are paid
We refund to the same payment method you used, through Stripe. We do not charge a fee for processing a refund.
We pay refunds within 14 days of being told you are cancelling. How quickly the money appears depends on your bank.
If your card is in a currency other than euro, the amount you receive may differ from the amount you paid because of exchange rate movements between the two transactions. That difference is set by your bank and is outside our control.
7. Deposits, instalments and pay-later services
Deposit. Your deposit counts towards the price. If by the start date you have neither paid the rest of the price nor chosen our instalment plan, your place is released and we refund the deposit after the start date. You can also ask for your deposit back at any time before the start date.
Our instalment plan — up to 3 payments, without interest or fees, the last one due by the end of the programme. If you cancel, we refund what you have paid under the rules in sections 2 to 4, and we will not ask you for further instalments.
Pay-later services such as Klarna, where Stripe offers them at checkout. For us the price is paid in full, so we refund the amount due to that service, and the service adjusts your plan under its own terms.
8. Chargebacks
If you think something has gone wrong, contact us first at info@bibikov.pro. We aim to answer within 5 working days and most issues are resolved faster than a card dispute. Raising a chargeback without contacting us does not remove your obligations under the Terms of Sale.
9. Contact
Protocol 42 Limited
7 Bell Yard, London, England, WC2A 2JR
Company number 15407925
info@bibikov.pro