Refund Policy

Digital products & courses

 

Updated 18 September 2026. This policy covers Looking Glass Care digital products, courses and consultations. It applies to new purchases from this date and does not reduce rights attached to earlier purchases. Nothing in this policy limits your statutory rights.

 

We do not offer discretionary refunds simply because you change your mind. This is subject to the cancellation rights and remedies below, including refunds where the law requires them.

 

Digital products: if an amendment is needed, we include one round of amendments to the purchased product at no extra charge, within its original scope.

 

Courses: if needed, we include either one amendment or one clarification consultation of up to 30 minutes, at no extra charge, relating to the purchased course.

 

These support offers are additional benefits. Their one-use limits do not limit our responsibility to correct faulty, inaccessible or misdescribed content, or any other remedy required by law. Email info@lookingglasscare.co.uk with your purchase details and the issue.

 

 

Consultations & rescheduling

 

You may reschedule a consultation up to three times per booking at no extra charge. Email info@lookingglasscare.co.uk more than 24 hours before the current appointment, with your booking details and preferred alternatives. Exactly 24 hours is not more than 24 hours. We will agree a new time with you, with flexibility around your availability.

 

Rescheduling is arranged by email so we can keep track of the three changes. If you need a later or fourth change, please contact us; a further change is not guaranteed. This does not restrict your legal cancellation rights.

 

Paid consultations do not include discretionary change-of-mind refunds. If a consumer cancels outside an applicable cooling-off right or misses an appointment, any amount retained must reflect our reasonable, evidenced direct net loss. We will take reasonable steps to reduce that loss, allow for saved costs or a replacement booking, and refund any balance. There is no automatic additional penalty; we will explain any deduction.

 

Preparation included with a consultation is not separately charged and is not deducted as an extra cancellation fee. For EHCP & SEND Support, £35 covers the included preparation and one hour of video, telephone, email or message support, or an agreed combination. Send your documents, questions and expectations before the session. Book a slot or we aim to reply within 24 hours to arrange a mutually suitable time.

 

If we cancel and cannot provide the agreed service, you may choose a suitable replacement appointment or a refund for the service not provided. Refunds and other remedies required by law always take priority.

 

 

Your legal rights & getting help

 

Consumer cooling-off rights. For an online purchase of a service or digital content, a consumer normally has 14 days to cancel, starting the day after the contract is made, without giving a reason. If required cancellation information was not provided, the period may be extended by law.

 

Digital downloads and self-paced course content. The 14-day cancellation right ends when supply starts only if you first expressly consent to immediate supply, acknowledge that this ends that right, and receive confirmation of that agreement in a durable form such as email. Accepting this policy or accessing a download alone is not that consent. If these requirements have not been met, you retain the applicable cancellation right and will not be charged for digital content supplied during that period if you cancel.

 

Consultations and live teaching. Starting within the 14-day period requires your express request. If you cancel after properly requesting an early start and receiving the required information, only a proportionate charge for services actually supplied may be payable. Your cancellation right ends on full performance only with your prior express request and acknowledgement. Without the required request or information, no early-service charge is payable. For a course combining digital content and live support, the relevant rules apply to each element.

 

Faulty digital content. Paid content must be of satisfactory quality, fit for purpose and as described. Where these requirements are not met, you can require a free repair or replacement within a reasonable time and without significant inconvenience. If this is impossible or not achieved, you may be entitled to a price reduction, up to a full refund. Other statutory remedies remain available.

 

Service standards. Services must be provided with reasonable care and skill and in accordance with binding information given to you. Where the law requires it, we will repeat the service free of charge within a reasonable time and without significant inconvenience. If that is impossible or not achieved, or another legal ground applies, you may be entitled to a price reduction, up to a full refund.

 

How to contact us. Correspondence address: Looking Glass Care, Suite A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom. We operate online only; this is not a customer visiting address. Email info@lookingglasscare.co.uk with your name, order or booking reference, purchase date and the help you need. For amendments, faults or rescheduling, describe the issue or preferred dates. A statutory cancellation needs only a clear statement that you wish to cancel; a reason, this form and use of email are not compulsory. Send your cancellation before the applicable deadline expires.

 

Optional cancellation form: To Looking Glass Care, Suite A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom, info@lookingglasscare.co.uk. I/We give notice that I/We cancel my/our contract for the following digital content/service: [describe]. Ordered on: [date]. Name: [name]. Address: [address]. Order/booking reference (if available): [reference]. Date: [date]. Signature only if sent on paper.

 

Refunds due following statutory cancellation will be made without undue delay and within 14 days of your notice. A statutory price-reduction refund will be made within 14 days of our agreeing you are entitled to it. We use the original payment method unless you expressly agree otherwise, without a refund administration fee.

 

The consumer rights above apply when you buy mainly for purposes outside your trade or profession. Business purchases retain the agreed amendment/rescheduling benefits and any rights that cannot lawfully be excluded.