Refund Policy
Last updated: 28 August 2026
Introduction
This Refund Policy explains how refunds work for subscriptions to Edupeak, our web-based business management software. It sets out our 14-day money-back guarantee, how refund requests are handled outside of that window, how refunds apply across different payment methods, and what happens to your account and data if a refund is issued. This policy should be read alongside our Terms of Service and our Privacy Policy, which together govern your use of Edupeak.
This policy applies to subscription payments made for access to the Edupeak platform. It does not cover, and Edupeak has no responsibility for, any payments, invoices, or financial arrangements between you and your own customers that you manage using Edupeak's invoicing and financial record-keeping tools. Those transactions are entirely between you and your customers, and are not payments made to Edupeak.
We have tried to write this policy in plain, straightforward language, but if anything here is unclear, or if your situation doesn't seem to be covered by what follows, please contact us directly and we will do our best to help.
Our 14-Day Money-Back Guarantee
We want new customers to be able to try Edupeak with confidence, which is why we offer a 14-day money-back guarantee on eligible purchases.
How It Works. If, within 14 days of your initial subscription payment, you decide that Edupeak is not the right fit for your business, you can request a full refund of that payment, subject to the eligibility conditions set out below. This gives you a genuine opportunity to explore the platform, set up your dashboard, add your customers and projects, and get a proper feel for how Edupeak works for your business, without needing to commit to a longer-term financial decision before you've had the chance to do so.
When the 14 Days Start. The 14-day period begins on the date your initial subscription payment is successfully processed, not the date you first log in or begin actively using the platform. We would encourage you to begin exploring Edupeak as soon as your account is set up, so that you have a realistic amount of time within the window to properly evaluate whether the platform suits your business.
What Is Covered. The money-back guarantee applies to your first subscription payment when you initially sign up for an eligible Edupeak package. It is designed to cover the situation where a new customer tries Edupeak for the first time and decides, within a reasonably short window, that it isn't the right fit.
Eligible Purchases. The guarantee applies to eligible purchases, which generally means standard new subscriptions to one of our published packages, purchased directly through Edupeak. Certain purchases may be excluded from the guarantee, including but not limited to promotional, discounted, or custom arrangements where different terms have been agreed separately, and these exclusions will be made clear to you at the point of purchase wherever they apply. If you are ever unsure whether your specific purchase is eligible, please contact us before or shortly after subscribing, and we will confirm this for you.
One Guarantee Per Business. The 14-day money-back guarantee is intended to give new customers a genuine opportunity to try Edupeak, and is generally available once per business or customer account, rather than being available repeatedly across multiple sign-ups, cancellations, and re-subscriptions by the same customer.
How to Request a Refund Under the Guarantee
If you decide within your first 14 days that Edupeak isn't right for your business, requesting a refund is intended to be a simple process.
Step 1: Contact Us. Get in touch with our support team through the contact details provided on our website or within your account, letting us know that you would like to request a refund under the 14-day money-back guarantee. Please include the email address associated with your account, and, if you have it to hand, your subscription or order reference, to help us locate your account quickly.
Step 2: Confirmation of Eligibility. We will check that your request falls within the 14-day window and that your purchase is eligible under this policy. In most cases, this is a quick and straightforward check, and we aim to confirm eligibility promptly.
Step 3: Refund Processed. Once your refund request has been confirmed as eligible, we will process your refund back to the original payment method used for your subscription. Refunds are issued through Stripe, our payment processor, in the same way your original payment was collected.
Step 4: Refund Timing. While we aim to process eligible refund requests promptly on our end, please note that the time it takes for a refund to appear back in your account can vary depending on your bank or card provider, and, in the case of Bacs Direct Debit payments, the standard processing timescales associated with that payment method. It is not unusual for a refund to take a number of business days to be visible in your account after it has been processed on our end.
No Need to Explain Your Reasons. While we welcome any feedback you're willing to share about why Edupeak wasn't the right fit, since it helps us improve the platform, you are not required to provide a detailed explanation in order to receive a refund under the 14-day guarantee, provided your request is within the eligible window and meets the conditions of this policy.
Refund Requests Outside the 14-Day Window
Once the initial 14-day money-back guarantee period has passed, refund requests are handled differently, and a refund is not automatically guaranteed.
General Approach. Any purchase made after the initial 14-day window is generally non-refundable, reflecting the fact that you will have had the opportunity to use the platform and evaluate it, and to request a refund within that window if you no longer wished to continue.
Closing Your Account Without a Refund. Because each Edupeak package is a one-off purchase that grants lifetime access, there are no future or recurring payments to prevent — nothing renews or is charged again after your initial purchase. If you decide at any point that you no longer wish to continue using Edupeak, you can close your account through your account settings, or by contacting us directly if you need assistance. Closing your account outside the 14-day window does not, on its own, entitle you to a refund of a payment that has already been processed, in line with the general approach above.
Exceptional Circumstances. We recognise that there may be exceptional circumstances that fall outside the ordinary situations this policy anticipates, for example where a payment was taken in error, where a technical fault with the platform meaningfully prevented you from being able to use the service you paid for, or where a duplicate payment was accidentally processed. In these kinds of situations, we will review the circumstances of your individual request and may issue a refund or partial refund at our discretion, even though the request falls outside the standard 14-day guarantee window. If you believe your situation falls into this category, please contact us with as much detail as possible, including relevant dates, so that we can look into it properly.
No Ongoing Charges. Because each package is a one-off payment for lifetime access, there are no billing periods, renewals, or further charges to prorate. Outside of the 14-day money-back guarantee, or an exceptional circumstance as described above, Edupeak does not provide refunds once a package has been purchased, and your access does not expire.
Refunds and Different Payment Methods
Because Edupeak accepts payment through more than one method, the way a refund reaches you can differ slightly depending on how you originally paid.
Card Payments. For subscriptions paid by card through Stripe, refunds are issued back to the same card used for the original payment. Depending on your card issuer, refunded amounts can typically take a number of business days to appear on your statement.
Bacs Direct Debit. For subscriptions paid via Bacs Direct Debit, refunds are returned to the bank account from which the original payment was collected. Because Bacs Direct Debit operates on its own processing timescales, refunds made through this method may take longer to clear than card refunds, and we would ask for your patience while a Direct Debit refund makes its way through the banking system. If you have any concerns about a Direct Debit refund not appearing within a reasonable time, please get in touch and we can check the status on our end.
Failed or Reversed Refunds. In rare cases, a refund may fail to reach the original payment method, for example if a card has since expired or a bank account has been closed. If this happens, please contact us so that we can work with you to arrange the refund through an alternative method where possible.
Subscription Packages and Refund Considerations
Because Edupeak offers a range of subscription packages, each with its own combination of features and usage limits, a few package-specific points are worth setting out clearly.
Upgrades. If you upgrade your package, any additional payment associated with that upgrade is generally treated as a new charge for the enhanced features or usage limits you have gained access to, rather than as a fresh 14-day guarantee period for your package as a whole. If you are unsure how a specific upgrade will be billed or whether it is covered by the guarantee, please check with us before confirming the upgrade.
Downgrades. If you downgrade your package, this does not itself generate a refund for the difference in price already paid. Because each package grants lifetime access, you will retain lifetime access to the features included in your original package unless you separately purchase a different package.
Package Changes During the 14-Day Window. If you switch between packages during your initial 14-day window, your money-back guarantee continues to apply to your overall initial subscription, based on the date of your very first payment to Edupeak, rather than restarting with each package change, provided you remain within the original 14-day period.
Trial Periods. If, at any given time, we are offering a free trial period as an alternative or in addition to the 14-day money-back guarantee, the specific terms of that trial, including whether and how it interacts with this refund policy, will be made clear at the time the trial is offered.
What Happens to Your Data if You Are Refunded
We know that once you've started setting up your Edupeak dashboard, you may have already begun entering customer records, project details, employee information, or financial data, and it's reasonable to want to understand what happens to that information if you request a refund and your subscription ends.
Account Access. If your refund request under the 14-day guarantee is approved, your access to the Edupeak platform will generally end once the refund has been processed, in line with the cancellation of the associated subscription.
Your Data Remains Yours. The records you entered into Edupeak while your subscription was active — your customer records, project details, employee information, and financial data — belong to your business. If you would like to retain a copy of that information before your access ends, we would encourage you to export or download relevant records from your dashboard prior to requesting your refund, or to let us know if you need assistance doing so.
Data Retention After Cancellation. How long your data is retained on our systems after your subscription ends, and the circumstances under which it may be deleted, are addressed in our Privacy Policy and Terms of Service, which we would encourage you to review for full details. As a general principle, we do not treat a refund as erasing the fact that you were previously a customer, but we do stop providing you with active access to the platform and your dashboard once the associated subscription has ended.
Re-Subscribing Later. If you request a refund under the 14-day guarantee and later decide you'd like to use Edupeak again, you're welcome to subscribe again in the future. Please note, however, that the 14-day money-back guarantee is generally intended to apply once per business, as set out earlier in this policy, so a later re-subscription would not automatically come with a fresh money-back guarantee, and would instead be treated in line with our standard refund terms for existing or returning customers.
Chargebacks and Payment Disputes
We would always prefer that a customer come to us directly with any concern about a payment, rather than initiating a chargeback or payment dispute directly with their bank or card issuer, as this allows us to resolve the situation more quickly and avoids unnecessary complications for both sides.
Contact Us First. If you believe you have been charged in error, charged the wrong amount, or charged after you believed your subscription had already been cancelled, please contact us as a first step. In our experience, the vast majority of payment concerns can be resolved quickly and amicably once we understand exactly what has happened.
Unauthorised Chargebacks. If a chargeback or payment dispute is raised directly with a bank or card issuer without first contacting us, and it is later found that the payment in question was valid and properly authorised, we reserve the right to take appropriate action in line with our Terms of Service, which may include suspending or terminating access to the platform. We would always rather avoid this outcome by resolving concerns directly and promptly.
Important Notes on the Scope of This Policy
This Refund Policy relates specifically to payments made by you to Edupeak for your subscription to our platform. A few important boundaries are worth restating clearly here, consistent with the wider terms under which Edupeak operates.
We Do Not Handle Payments Between You and Your Customers. Edupeak is a software provider. We do not hold or transmit funds on behalf of third parties, and this policy has no bearing on any invoices, payments, or financial arrangements between you and your own customers. Any disputes, refunds, or payment issues relating to your own customers' payments to you are a matter for you to resolve directly with them, using whatever payment arrangements and terms you have agreed.
This Is Not Financial or Legal Advice. Nothing in this Refund Policy constitutes financial, tax, or legal advice, either in relation to your own business's refund or payment practices, or in relation to your rights as a consumer or business customer of Edupeak. If you have questions about your legal rights in relation to a purchase, you may wish to seek independent advice.
Statutory Rights. Nothing in this policy is intended to limit or exclude any statutory rights you may have as a consumer or business customer under applicable law, which exist independently of, and in addition to, our 14-day money-back guarantee and the other terms set out in this policy.
Frequently Asked Questions About Refunds
I subscribed 10 days ago and I'm not sure Edupeak is right for us. What should I do? You're still within the 14-day money-back guarantee window, so you can contact us at any point before that window closes to request a full refund of your initial payment. If you're on the fence, it's worth spending any remaining days properly testing the features most relevant to your business before deciding.
Will I ever be charged again after my initial purchase? No. Edupeak packages are a one-off purchase that grants lifetime access — there's nothing to renew and no recurring billing, so you won't be charged again unless you choose to purchase a different package.
Can I get a refund for the time I'm not using Edupeak after I've closed my account? Outside of the 14-day guarantee window, we generally do not issue partial refunds for unused access, as set out earlier in this policy. Because each package is a one-off payment for lifetime access rather than a recurring charge, there is no unused period to refund.
I was charged twice for the same package. What should I do? Please contact us as soon as possible with details of both charges. Duplicate payments made in error are treated as an exceptional circumstance under this policy, and we will investigate and refund any confirmed duplicate charge.
Does the 14-day guarantee apply to every package Edupeak offers? The guarantee applies to eligible purchases as described in this policy. Most standard subscription packages purchased directly through Edupeak are eligible, though certain promotional or custom arrangements may carry different terms, which would be made clear to you before you complete your purchase.
How will I know when my refund has been processed? Once we've confirmed your refund request is eligible and processed it on our end, we will let you know. From there, the time it takes to appear in your account depends on your payment method and your bank or card provider, as explained earlier in this policy.
What if I want a refund but I've already used a lot of the features during my 14 days? The 14-day money-back guarantee is not conditional on how much or how little you've used the platform during that window. Provided your request is made within 14 days of your initial payment and meets the eligibility conditions in this policy, the amount of usage during that time does not affect your entitlement to a refund.
Can I request a partial refund if I only want to remove one team member from my package? Adjustments to your subscription, such as reducing team size or usage limits, are generally handled as a change to your package going forward rather than as a refund. If you're unsure how a specific change would affect your billing, please contact us before making the change so we can explain what to expect.
Who do I contact if I disagree with a refund decision? If you've received a decision on a refund request that you'd like to query or appeal, please reply to our original response or contact our support team again with any additional information relevant to your case. We review these situations individually and are happy to take a second look where new information is provided.
Changes to This Refund Policy
We may update this Refund Policy from time to time, for example to reflect changes to our subscription packages, our payment processes, or applicable legal requirements. Where we make a material change to this policy, we will take reasonable steps to make this clear, such as updating the effective date shown on this page or notifying customers directly where appropriate. We would encourage you to review this policy periodically, particularly before making a purchase, so that you are aware of the version of the policy that applies at that time.
The version of this Refund Policy that applies to your purchase is the version published and in effect at the time your payment was made, unless we notify you otherwise.
Contact Us
If you have any questions about this Refund Policy, would like to request a refund, or aren't sure whether your situation is covered by the terms set out above, please get in touch with our support team through the contact details provided on our website or within your Edupeak account, or email us at aryanaware2@gmail.com or support@edupeak.co.uk, or write to us at 16 Summer Lane, Hockley, B19 3SA, United Kingdom. We aim to respond to refund-related queries promptly and to make the process as straightforward as possible.
We built the 14-day money-back guarantee because we want customers to feel confident trying Edupeak, not locked into a decision before they've had a proper chance to see whether the platform works for their business. If something about your experience with a refund request doesn't feel right, please tell us directly — we would always rather understand and address a concern than have a customer walk away unsatisfied.