Refund Policy

We want every organisation that signs up with ELEARNINGATE to feel confident in the value they're getting. This policy explains when refunds apply, how to request one, and the few situations where refunds are not available. It applies to all paid plans purchased directly from ELEARNINGATE in the United Kingdom and Ireland.

Questions about a charge or a cancellation? Email service@elearningate.com and we'll get back to you within one working day.

1. 14-Day Money-Back Guarantee (New Customers)

New customers can request a full refund within 14 days of their first paid invoice if ELEARNINGATE isn't right for them — no awkward questions. To qualify:

• The request must be made within 14 days of the initial payment date.
• The account must not have issued more than 100 course completions during the trial period.
• One-off set-up, migration and bespoke content fees (see Section 4) are non-refundable once work has started.

Refunds are returned to the original payment method within 10 working days of approval.

2. Monthly Subscriptions

Monthly plans (Starter at £349/month and Professional at £549/month) renew automatically each month until cancelled.

• You can cancel at any time from your account or by emailing us — your plan stays active until the end of the current billing month.
• We do not pro-rate or refund unused days within a monthly billing cycle once that month has begun.
• If we charge you in error after a confirmed cancellation, we'll refund the full amount immediately.

3. Annual and Enterprise Subscriptions

Annual plans (including Enterprise from £1,995/year) are paid up front for a 12-month term.

• Outside the 14-day window in Section 1, annual subscriptions are non-refundable for the remainder of the term.
• You can choose not to renew at any time before the renewal date — just email us, no notice period required.
• If ELEARNINGATE materially fails to deliver the service for a sustained period (more than 5 consecutive working days of unplanned downtime), we will, at our discretion, issue a pro-rata service credit or refund.

4. Set-up, Migration and Bespoke Content Fees

Some engagements include one-off charges such as branded set-up, data migration, SSO configuration, or bespoke courses built for your organisation.

• These fees are non-refundable once work has commenced.
• If you cancel before we begin work, the fee is refunded in full.
• For bespoke courses included free with your plan, see Section 5.

5. Bespoke Course Allowances

Bespoke course titles built for your organisation are included with paid plans as follows: 1 included with the Starter plan, 2 included with the Professional plan, and a tailored allowance with Enterprise. Additional bespoke courses are priced separately by agreement.

• Included bespoke courses have no monetary value and are not refundable as cash.
• Additional bespoke courses paid for separately are non-refundable once scripting or production has started.

6. Plan Downgrades and Seat Reductions

You can downgrade your plan or reduce your seat count at any time. Changes take effect from your next billing date. We do not refund the difference for the current paid period, but you'll always keep access to what you've already paid for until that period ends.

7. Duplicate or Incorrect Charges

If you've been charged twice for the same invoice, charged after cancelling, or billed incorrectly in any way, contact us and we'll refund the full disputed amount within 10 working days. No quibbles.

8. Chargebacks

Please reach out to us before raising a chargeback with your bank or card provider — we can almost always resolve billing issues directly and much faster. Accounts with active chargebacks may be suspended until the dispute is resolved.

9. How to Request a Refund

Email service@elearningate.com from the email address on your account with:

• Your organisation name and account ID (if known)
• The invoice number or payment date
• A short note on why you're requesting a refund

We'll acknowledge your request within one working day and complete approved refunds within 10 working days, returned to the original payment method.

10. Statutory Rights

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 (UK) or equivalent Irish consumer protection legislation. Business-to-business sales are governed by the contract in place between you and ELEARNINGATE.