Last updated 19 October 2026.
We want you to be treated fairly. Because credits are spent the moment you use something, our rules are simple.
Credits and memberships
- Credits you have bought or been given stay in your account for later use. Unused credits do not run out and do not turn back into money.
- Spent credits are not refunded, except where this page says so.
- If a payment was taken in error (for example the same payment twice, or the wrong amount), tell us. We will correct it, in credits or, for a payment we cannot credit, back to the way it was paid.
Meetings, coaching and events
- Cancel at least 24 hours before the start and the credits are returned to your balance.
- Later cancellations and missed sessions are not refunded. If we cancel or reschedule, you get your credits back or a new time.
Tools and downloads
- If a tool fails after you were charged (for example an export that did not finish), the charge is returned. A failed attempt can usually be repeated without paying again.
- Credits spent on a result that worked, a download you completed, or an unlock, are not refunded.
Courses and certificates
Enrollment credits are not refunded after you have started a track. If a track you enrolled in is withdrawn by us, you will be offered your credits back.
Support requests
Credits spent on a support request are returned if we cannot help because of a fault on our side.
How to ask
Raise a request in your dashboard under Support, or use the contact form. Tell us what happened and the date. We reply within a few working days. Credits we give back appear in your credit history.