Refund Policy
This policy explains when a subscription payment may be refunded, how full and partial refunds are assessed, and how to submit a request.
1. About this policy
This Refund Policy applies to paid subscriptions for UK Driving Theory at ukdrivingtheory.co.uk.
The platform provides online quizzes, road-sign flashcards, mock tests, Bangla explanations and progress-tracking tools. As access is digital and begins after activation, payments are not normally refundable simply because a user changes their mind, stops studying or does not use all available content.
2. Core refund rule
- A full refund may apply where paid access was effectively unavailable and no meaningful use occurred.
- A fair partial refund may apply where some meaningful use occurred before the verified access problem.
3. Portal problems that may qualify
- Payment succeeded, but the paid subscription was not activated because of an error on our system.
- A persistent portal error prevents sign-in despite valid account details.
- Paid quizzes, mock tests or other subscription features remain unavailable because of our website.
- An account is wrongly blocked or loses paid access because of our technical or administrative error.
- A serious recurring fault makes the paid service substantially unusable and cannot be fixed within a reasonable time.
Short maintenance, a temporary interruption or an isolated issue will not automatically qualify where access is restored promptly and the service remains substantially usable.
4. Full or partial refund
| Outcome | When it may apply | Factors considered |
|---|---|---|
| Full refund | No meaningful paid access was obtained because of a verified portal fault. | No or minimal usage, fault began immediately or shortly after payment, and it could not be resolved in a reasonable time. |
| Partial refund | Some meaningful use occurred before a verified portal fault prevented further access. | Time used, quizzes and features accessed, progress recorded and the remaining affected period. |
| No refund | The service was available, or the issue did not originate from our portal. | Account activity, technical findings, support records and relevant evidence. |
Any partial refund will be assessed fairly and proportionately based on the actual benefit already received and the part of the subscription affected.
5. Opportunity to resolve the issue
Before approving a refund, we may ask for a reasonable opportunity to investigate and correct the problem. We may reset access, correct membership status, repair the affected feature, provide troubleshooting steps or extend the subscription for a short verified interruption.
A refund may be considered where the problem cannot be repaired, is not corrected within a reasonable time or causes significant inconvenience.
6. Circumstances normally not refundable
Subject to your statutory rights, refunds are not normally provided where:
- You change your mind after digital access has been activated.
- You do not use, or choose not to continue using, the subscription.
- You do not pass an official driving theory test or achieve an expected score.
- The issue is caused by an incorrect password, inaccurate information or an unverified email address.
- The problem is caused by your internet connection, device, browser, security software or unsupported setup.
- You share the account, breach platform rules or use the service without authorisation.
- You expected a feature or outcome that was not advertised or included.
- A temporary interruption was resolved within a reasonable time without substantially depriving you of the service.
7. Cooling-off and statutory rights
Nothing in this policy excludes or restricts any consumer right or remedy that cannot lawfully be excluded under UK law.
If paid digital content is faulty, not as described or otherwise does not conform to the contract, you may have statutory rights to repair, restoration, a price reduction or a refund.
Online purchases may also carry cancellation rights in certain circumstances. Where you expressly request immediate access to digital content during a statutory cancellation period and acknowledge the legal effect of starting supply, your change-of-mind cancellation right may be affected or lost once supply begins, to the extent permitted by law.
8. How to request a refund
Email info@ukdrivingtheory.co.uk as soon as reasonably possible after discovering the problem.
Never email your complete card number, security code or online-banking password.
9. How requests are assessed
We may review payment status, login and access records, quiz activity, completed content, support messages, the source and duration of the fault, and the amount of meaningful use already received.
We may ask for additional reasonable information. Each request is considered on its own facts, this policy and applicable law.
10. Refund method and processing
Card payments are not processed directly on the UK Driving Theory website. Users paying by card are redirected to Stripe’s secure payment environment.
If approved, the refund will normally be submitted through Stripe to the original payment method. We aim to submit an approved refund within five working days of the decision. The time it takes to appear in your account depends on Stripe, your card issuer and your bank.
A refund cannot normally be redirected to another card, bank account or person.
11. Effect of a refund on account access
After a full refund, paid membership access may end immediately or when the refund is approved. For a partial refund, access may be adjusted or ended as explained in the refund decision.
Free account features may remain available unless the account is suspended for another reason.
12. Changes and contact details
We may update this policy when our service, payment arrangements or legal obligations change. The latest version will be published here with a revised date.