Last updated: September 2026

At Oakley Tree Learning Hub, we want families to understand exactly what they are purchasing before completing an order.

This Refund Policy explains when refunds may be available for our digital learning programmes, online resources and other digital content.

1. Digital products and programme access

Oakley Tree Learning Hub provides digital products and services that may include:

• online learning programmes

• downloadable worksheets

• revision guides

• answer and support guides

• online tests

• parent support resources

• other digital learning materials

Because these products can be accessed online or downloaded shortly after purchase, different cancellation rules apply from those that apply to physical goods.

2. Your 14-day cancellation right

When purchasing digital content online, you may normally have a 14-day cancellation period.

However, if you choose to receive immediate access to digital content during that period, you will be asked to:

• agree for access to begin immediately; and

• acknowledge that once supply of the digital content begins, you will lose your 14-day right to cancel.

Where you have provided this agreement and acknowledgement and access has begun, you will no longer have the automatic right to cancel simply because you have changed your mind.

3. Before digital access begins

If you cancel your purchase before access to the digital content has begun, please contact us as soon as possible.

Where your statutory cancellation right still applies, we will process any refund you are legally entitled to.

4. Problems with your digital content

Your statutory consumer rights are not affected by this policy.

Digital content must meet the standards required by UK consumer law, including being as described and of satisfactory quality.

If you believe a resource or programme you purchased is faulty, substantially different from what was advertised or cannot be accessed because of a problem with the content itself, please contact us.

We may first attempt to correct the problem, restore access or provide an appropriate replacement. Where the legal requirements for a refund or price reduction are met, we will provide the remedy required by law.

5. Technical problems

If you experience a technical problem, please contact us before requesting a refund.

Where possible, we will help resolve issues such as:

• trouble accessing your account

• programme content not loading

• download problems

• online test issues

• missing resources associated with your purchase

A problem caused by a customer's own device, internet connection or incompatible third-party software will not normally make the digital content itself faulty.

6. Accidental or duplicate purchases

If you believe you have accidentally purchased the same product more than once, please contact us as soon as possible.

We will review duplicate purchases individually and, where appropriate, arrange a refund.

7. Change of mind

Once digital content has been supplied after you have expressly requested immediate access and acknowledged the loss of your cancellation right, refunds will not normally be provided simply because:

• you changed your mind

• your child no longer wishes to use the programme

• you decide you no longer need the resources

• you did not use all or part of the programme

This does not affect any statutory rights you may have if there is a problem with the content itself.

8. How to request help or a refund

Please contact Oakley Tree Learning Hub through our Contact Us page.

Where possible, include:

• your name

• the email address used for the purchase

• the programme or resource purchased

• the date of purchase

• a short explanation of the issue

This will help us investigate your request quickly.

9. Approved refunds

Where a refund is due, it will be returned using the original payment method unless another method is expressly agreed.

Where UK consumer law requires a refund for faulty digital content, it must be made without undue delay and, in relevant circumstances, within 14 days after agreeing that the customer is entitled to it.

10. Your statutory rights

Nothing in this Refund Policy removes or limits your rights under applicable UK consumer law.