Legal

Refund Policy

Last updated: June 2025 · Essex 11 Plus Hub · essex11plushub@gmail.com

Our refund policy reflects the nature of our products as digital content. Please read this policy before purchasing. For any questions, email essex11plushub@gmail.com.

1. Digital PDF Downloads — Our Policy

Once a PDF has been downloaded, we are unable to offer a refund. This is because digital content cannot be returned. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation right does not apply to digital content once download has begun, provided the customer consented to immediate delivery — which you confirm at the point of purchase.

We ask that you read the product descriptions carefully before purchasing. If you have any questions about whether a pack is right for your child, please contact us before buying — we are happy to help.

2. When We Will Re-Issue or Refund a Download

Despite the above, we will always put things right if the fault is ours. We will re-issue your download free of charge if:

The PDF file is corrupt or cannot be opened despite using the correct password
You received the wrong paper
The download link expired before you were able to access it (within 48 hours of purchase)

In these circumstances, please email us at essex11plushub@gmail.com with your order confirmation and a description of the issue. We aim to respond and resolve within one working day.

If we are unable to provide a working file, we will issue a full refund within 5 working days to the original payment method.

3. Curated Mini Practice Papers

Because mini papers are produced to your specific brief (topic and difficulty level), we are unable to offer a refund once production has begun. If you wish to cancel an order for a mini paper, you must contact us within 2 hours of placing the order and before we have confirmed work has started. Contact us at essex11plushub@gmail.com as quickly as possible.

4. Creative & Continuous Writing Assessment Bundles

Assessment bundles (Standard and Premium) are prepaid for 4 weeks. The following applies:

Before any assessments have been delivered: you may request a full refund within 7 days of purchase by emailing essex11plushub@gmail.com.
After one or more assessments have been delivered: we are unable to offer a refund for the portion of the bundle already used. We may, at our discretion, offer a partial refund for unused assessments in exceptional circumstances (for example, prolonged illness preventing use of the service). Please contact us to discuss.
Service quality: if you are dissatisfied with the quality of an assessment, please let us know and we will either re-assess the work or provide a credit toward a future bundle.

5. How to Contact Us

For all refund or re-issue requests, please email essex11plushub@gmail.com with:

Your full name and the email address used at checkout
Your order number (shown on your Stripe invoice)
A brief description of the issue

We aim to respond to all requests within one working day.

6. Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights under UK consumer law. For further information, visit citizensadvice.org.uk or contact the Citizens Advice consumer helpline on 0808 223 1133.