Adaptibles Refund Policy
Last Updated: Saturday, 14th March 2026
1. Our Approach to Refunds
We want every learner on Adaptibles to feel confident when they invest in a course. We also want instructors to be protected against unfair use of our refund process. This policy is designed to be fair to both.
We honour your statutory rights under UK consumer law in full, and we have built a refund process that is straightforward, humane, and free of unnecessary friction. We recognise that neurodivergent learners may need more time to evaluate whether a course is the right fit, and we have factored that into our approach.
2. Your Statutory Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a digital content purchase within 14 days of the date of purchase (the 'cooling-off period'), unless you have expressly requested that the service begin immediately and acknowledged that you will lose your right to cancel once the content has been fully delivered.
When you purchase a course on Adaptibles, we ask for your consent to begin accessing the content immediately. By ticking this box during checkout, you acknowledge that your statutory 14-day cancellation right may be limited once you have accessed a substantial portion of the course content.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.
3. Standard Refund Eligibility
3.1 Eligible Refund Window
You may request a refund for any course purchase within 14 calendar days of the date of purchase, subject to the conditions set out in section 3.2 below.
3.2 Conditions for Refund
To be eligible for a refund under our standard policy, all of the following must apply:
- Your refund request must be submitted within 14 calendar days of your purchase date
- You must not have completed more than 20% of the course content at the time of your request
- You must not have downloaded any course materials that are made available for download
- The request must not form part of a pattern of refund abuse, as described in section 6
If you meet these conditions, your refund will be approved without requiring you to provide a reason. We trust our learners.
3.3 Partial Completion
If you have completed between 20% and 50% of a course and you have a genuine reason for requesting a refund, we will consider your request at our discretion. We handle these cases individually and with care. Please use the email below to explain your circumstances. We will respond within five working days.
4. Exceptional Circumstances
We will consider refund requests outside the standard 14-day window in the following exceptional circumstances:
Significant Change to Course Content
If the content of a course changes materially after your purchase in a way that makes it substantially different from what was advertised, you may be entitled to a refund regardless of how much of the course you have completed. Please contact us with details of the change you have identified.
Technical Fault
If a technical fault on our platform prevented you from accessing course content you purchased and we were unable to resolve it within a reasonable timeframe, you may request a full or partial refund depending on the extent of the issue.
Medical or Personal Emergency
We recognise that life is unpredictable. If a serious medical situation, bereavement, or other emergency prevented you from accessing a course within the standard refund window, we will consider your request with compassion and without requiring you to provide extensive documentation. We ask only for a brief explanation.
Neurodivergent Experience of Course Mismatch
We recognise that neurodivergent learners may sometimes find that a course's delivery style, pacing, or format is not a good fit for their learning needs in ways that were not apparent from the course description. If this applies to you and you are outside the standard refund window, please contact us. We will review your request individually.
5. Courses Not Eligible for Refund
Refunds will not be issued in the following circumstances:
- The course has been completed in full
- More than 14 days have passed since purchase and none of the exceptional circumstances in section 4 apply
- The purchase was made using a promotional code, voucher, or coupon that stated at the time of use that the purchase was non-refundable
- The course was purchased as part of a bundle and individual courses within a bundle cannot be separated for refund purposes unless the bundle as a whole qualifies
- The refund request relates to a subscription fee rather than an individual course purchase. Subscription refund terms are set out separately in your subscription agreement.
6. Refund Abuse
Our refund policy is built on trust. We do not require learners to justify standard refund requests. In return, we ask that the policy is not abused.
We monitor refund patterns across user accounts. Where we identify behaviour that suggests a learner is systematically enrolling in courses, accessing their content, and then requesting refunds, we reserve the right to:
- Decline future refund requests from that account
- Require a detailed explanation before processing any further refund
- In serious cases, suspend or terminate the account in accordance with our Terms and Conditions
We will always communicate with you directly before taking any of these steps and will give you an opportunity to respond.
7. How to Request a Refund
To request a refund, please use the email below with the subject line 'Refund Request' and include the following:
- The email address associated with your Adaptibles account
- The name of the course you are requesting a refund for
- Your purchase date
- A brief reason for your request, if you would like to share one (this is optional for standard requests within the 14-day window)
We aim to acknowledge all refund requests within two working days and to process approved refunds within ten working days of approval. Refunds are returned to the original payment method used at the time of purchase.
8. Instructor Impact
When a refund is approved, the relevant course revenue is reversed from the instructor's pending earnings. Instructors are notified when a refund is issued in relation to their course. Refunds that fall within our standard policy are not contestable by instructors. Refunds approved under exceptional circumstances may be reviewed jointly with the instructor where relevant.
Full details of how refunds affect instructor earnings are set out in the Instructor Agreement.
9. Payment Processing
All refunds are processed through Stripe, our payment provider. The time it takes for a refund to appear in your account depends on your bank or card issuer, but is typically between three and ten working days after we have processed the refund on our side.
Adaptibles does not charge any administrative fee for processing refunds.
10. Contact
If you have any questions about this policy or about a specific refund request, please send an email to
