Refund and Cancellation Policy

Last updated: 10 July 2026

1. Introduction

This Refund & Cancellation Policy explains how subscriptions, purchases, cancellations and refunds are managed by QS Assistant Ltd ("QS Assistant", "we", "us" or "our").

It applies to all purchases made through the QS Assistant website and learning platform (the "Platform").

This Policy should be read together with our:

Cookie Policy;

Disclaimer;

Acceptable Use Policy; and

any additional terms applicable to specific Services.

By purchasing a Subscription or other digital Services, you acknowledge that you have read and accepted this Policy.

2. About QS Assistant

QS Assistant Ltd is an independent provider of online educational services for construction professionals.

Our Services include, but are not limited to:

online learning modules;

narrated educational presentations;

interactive Assessments;

CPD learning activities;

downloadable Certificates;

annual Subscriptions; and

other educational Services introduced from time to time.

Unless expressly stated otherwise, all Services are supplied digitally.

3. Scope of this Policy

This Policy applies to:

annual Subscriptions;

individual digital purchases (if offered);

promotional purchases;

corporate purchases unless separate contractual terms apply.

Separate written agreements entered into with Business Customers may contain different cancellation or refund provisions.

Where such agreements exist, those provisions shall prevail over this Policy.

4. Digital Content

QS Assistant supplies digital educational content.

Unlike physical goods, digital content may become accessible immediately after payment has been successfully processed.

This includes access to:

learning modules;

educational videos;

Assessments;

downloadable Certificates;

subscriber-only educational content.

Because digital content can be accessed immediately, your cancellation rights may differ from those applying to physical goods.

5. Immediate Access to Digital Content

Where required by applicable law, before immediate access to digital content is provided, you will be asked to:

expressly request immediate performance of the contract; and

acknowledge that doing so may affect your statutory cancellation rights.

Access to the Platform normally begins immediately following successful payment.

Nothing within this Policy limits any statutory consumer rights that cannot lawfully be excluded.

6. Subscription Period

QS Assistant currently offers annual Subscriptions.

Your Subscription begins on the date your payment is successfully processed unless otherwise stated during checkout.

Your Subscription continues until:

it expires;

you cancel future renewal;

QS Assistant terminates the Subscription in accordance with the Terms of Use; or

another event provided for within these legal documents occurs.

7. Automatic Renewal

Annual Subscriptions automatically renew unless cancelled before the renewal date.

By purchasing a Subscription, you authorise QS Assistant and its payment provider to collect the applicable renewal fee using your selected payment method.

Where reasonably practicable and where required by law, we will provide advance notice before renewal.

It remains your responsibility to ensure:

your payment details remain current;

sufficient funds are available;

your Subscription is cancelled before renewal if you do not wish it to continue.

8. Cancelling Your Subscription

You may cancel your Subscription at any time.

Cancellation prevents future renewal charges.

Unless otherwise required by law:

cancellation does not automatically entitle you to a refund;

access normally continues until the end of the paid Subscription period;

no further payments will be collected after cancellation takes effect.

Subscriptions may be cancelled through:

your Account settings (where available); or

by contacting QS Assistant using the contact details provided within this Policy.

9. Refund Eligibility

QS Assistant aims to treat all customers fairly.

Refund requests are considered individually, taking account of:

applicable consumer protection legislation;

the nature of the Services purchased;

the circumstances surrounding the request.

Where a refund is approved, it will normally be made using the original payment method.

10. Circumstances Where a Refund May Be Available

Subject to applicable law, refunds may be considered where:

duplicate payments have been taken;

payment has been made in error;

technical failures have prevented meaningful access to the Platform and cannot reasonably be resolved;

QS Assistant has failed to provide the Services purchased;

another circumstance exists where a refund is required by law or is considered appropriate by QS Assistant.

Each request will be assessed on its own individual merits.

11. Circumstances Where a Refund Will Normally Not Be Available

Subject always to your statutory rights, refunds will not normally be available where:

you have changed your mind after receiving immediate access to digital content;

you have accessed a substantial proportion of the educational content included within your Subscription;

Assessments have been completed;

Certificates have been issued;

your Account has been suspended or terminated due to your breach of the Terms of Use;

the request relates solely to dissatisfaction with learning outcomes, career progression or examination results;

you have failed to cancel before automatic renewal.

Nothing within this section limits any refund rights that cannot lawfully be excluded under applicable consumer protection legislation.

12. Failed or Disputed Payments

If a payment cannot be successfully processed, QS Assistant may:

suspend access to paid Services;

retry payment where authorised;

restrict access to subscriber-only content;

terminate the Subscription if payment remains outstanding.

Where a payment is disputed or reversed through a chargeback, we reserve the right to suspend access to the Platform while the matter is investigated.

13. Technical Issues

QS Assistant is committed to providing a reliable learning experience.

If you experience a technical issue that prevents you from accessing the Services you have purchased, we encourage you to contact us as soon as reasonably practicable.

Where a technical issue is reported, we may:

investigate the issue;

request additional information to assist with troubleshooting;

provide technical support;

restore access where possible;

offer an appropriate remedy where required by law.

Users are responsible for ensuring they have:

a compatible device;

a supported web browser;

a stable internet connection;

appropriate software where required.

QS Assistant is not responsible for issues arising solely from a user's own equipment, internet connection or third-party software outside our reasonable control.

14. Subscription Price Changes

QS Assistant reserves the right to amend Subscription prices from time to time.

Any change in pricing will apply only to future purchases or future renewal periods.

Existing paid Subscription periods will not be affected by price changes introduced after payment has been successfully processed.

Where required by applicable law, or where reasonably practicable, users will be notified before revised pricing takes effect.

15. Promotional Offers and Discounts

From time to time QS Assistant may offer:

introductory pricing;

promotional discounts;

voucher codes;

limited-time offers;

educational campaigns;

complimentary access to selected content.

Unless expressly stated otherwise:

promotional offers cannot be exchanged for cash;

promotions cannot be transferred;

promotions cannot be applied retrospectively;

only one promotional offer may normally be used per purchase;

promotional pricing applies only during the advertised period.

QS Assistant reserves the right to withdraw, amend or end promotional offers at any time where reasonably necessary.

Such changes will not affect purchases already completed.

16. Business Customers

Business Customers purchasing access for employees or authorised users may be subject to separate commercial agreements.

Where a separate written agreement exists, that agreement shall govern:

cancellation rights;

renewal arrangements;

payment terms;

refunds;

licence management.

Nothing within this Policy overrides any mandatory statutory rights available to Business Customers under applicable law.

17. Suspension and Termination

QS Assistant may suspend or terminate access to the Platform in accordance with our Terms of Use.

Where access is suspended or terminated due to:

fraudulent activity;

misuse of the Platform;

unauthorised Account sharing;

breach of the Terms of Use;

unlawful activity;

infringement of Intellectual Property Rights,

the user will not normally be entitled to a refund unless required by applicable law.

Any outstanding payment obligations accrued before suspension or termination shall remain payable.

18. Chargebacks

If you believe that a payment has been taken incorrectly, we encourage you to contact QS Assistant before requesting a chargeback through your payment provider.

This allows us the opportunity to investigate and, where appropriate, resolve the matter promptly.

Where a chargeback is initiated, QS Assistant may:

temporarily suspend access to paid Services;

investigate the disputed transaction;

request additional information;

contest fraudulent or inaccurate chargeback claims where appropriate.

If the chargeback is resolved in your favour, any suspended Services will be addressed in accordance with the outcome of that process.

Nothing in this clause limits your legal rights to dispute unauthorised or fraudulent transactions with your payment provider.

19. Statutory Consumer Rights

Nothing in this Refund & Cancellation Policy excludes, restricts or limits any rights that consumers have under applicable law.

In particular, where you are a consumer, your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and any other applicable consumer protection legislation remain unaffected.

If any provision of this Policy conflicts with mandatory consumer protection law, the applicable law shall prevail.

20. Changes to this Policy

QS Assistant may amend this Refund & Cancellation Policy from time to time to reflect:

changes in legislation;

regulatory guidance;

improvements to the Platform;

changes to our Services;

changes to payment processes;

changes to our business operations; or

other legitimate business requirements.

Where changes are material, we will take reasonable steps to notify registered users where appropriate.

The latest version of this Policy will always be published on the Platform.

Changes will apply only from their effective date and will not retrospectively affect purchases already completed unless required by law.

21. Contact Us

If you have any questions regarding this Refund & Cancellation Policy, wish to request a refund, or require assistance with your Subscription, please contact us using the details below.

QS Assistant Ltd

Company Number: 16408967

Registered Office:

47 Coronation Drive

Warrington

Cheshire

WA5 2DD

United Kingdom

Email

[email protected]

We aim to acknowledge enquiries as soon as reasonably practicable and will endeavour to respond promptly.

22. Version Control