Refund and returns policy

Last updated: 25 September 2026

This Refund and Returns Policy applies to online courses, training materials and other digital content purchased through OCTET360 Academy.

Digital courses and training

OCTET360 Academy courses are digital products that provide access to online learning content, assessments, resources and, where applicable, downloadable materials and certificates.

Because our courses provide digital content that can be accessed immediately after purchase, different rules apply from those governing the return of physical goods.

Your right to cancel

If you are purchasing as a consumer, you will normally have a 14 day cancellation period from the date the contract is entered into.

Where you request immediate access to a course during this period, we will ask you to expressly consent to the supply of the digital content beginning immediately and to acknowledge that your statutory right to cancel will be lost once supply of the digital content begins. This reflects the rules applying to digital content supplied online.

If you do not request or consent to immediate access, your applicable statutory cancellation rights remain unaffected.

Refunds after course access has begun

Once you have been given access to digital course content after providing the required consent and acknowledgement, we do not normally provide refunds simply because you have changed your mind, no longer wish to complete the course, or have not completed the course.

This does not affect your statutory rights.

We may consider exceptional circumstances on a case by case basis.

Problems with a course

If you experience a technical problem that prevents you from accessing content you have purchased, please contact us at team@octet360.co.uk.

We will make reasonable efforts to resolve access or technical issues.

Under the Consumer Rights Act 2015, digital content must meet applicable statutory requirements, including being of satisfactory quality, fit for purpose and as described. Depending on the circumstances, consumers may have statutory rights to remedies where digital content does not conform to the contract.

Nothing in this policy limits or excludes your statutory consumer rights.

Duplicate or incorrect purchases

If you accidentally purchase the same course more than once, please contact us as soon as possible at team@octet360.co.uk.

Where we can verify a genuine duplicate transaction, we will normally refund the duplicate payment.

If you believe you purchased the wrong course, contact us before accessing or completing the course. We will consider whether the purchase can be transferred or refunded depending on the circumstances and whether digital content has already been supplied.

Course cancellation by OCTET360 Academy

If OCTET360 Academy withdraws a paid course before you have received the digital content or access you purchased, we will provide an appropriate remedy, which may include replacement access, transfer to another course or a refund where applicable.

Certificates

A refund will not normally be available after a learner has completed the course assessment and a certificate of completion has been issued, except where required by law.

Business and organisational purchases

Where courses are purchased by a business or organisation for employees or other participants, consumer cancellation rights may not apply.

Any cancellation, substitution or refund arrangements agreed for organisational purchases will be governed by the applicable order, proposal, invoice, contract or other written agreement with OCTET360.

Unless otherwise agreed, learner places that have already been activated or accessed are not normally refundable.

Promotional and discounted purchases

Purchases made using promotional prices or discount codes are subject to the same refund principles as full price purchases. A promotional price does not remove any statutory rights that would otherwise apply.

How to request a cancellation or refund

Please email team@octet360.co.uk and include:

Your name
Your order number
The course purchased
The email address used for the purchase
The reason for your request

We may request additional information where reasonably necessary to verify the purchase or investigate an access problem.

Where a refund is legally due, it will be processed in accordance with applicable consumer law. Statutory refunds for qualifying digital content must generally be made without undue delay and, where the relevant Consumer Rights Act refund provisions apply, within 14 days after entitlement to the refund is agreed.

Contact us

For questions about cancellations, refunds or course access, contact:

OCTET360 Academy
Email: team@octet360.co.uk

Statutory rights

Nothing in this Refund and Returns Policy is intended to restrict, exclude or replace any rights you have under applicable consumer protection law.