Refund Policy

1. Our Commitment

At Historic Homes Explorer Ltd, we are committed to providing high-quality educational content and ensuring customer satisfaction. We offer a fair and transparent refund policy in accordance with UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

2. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee on all online courses. If you are not satisfied with your course for any reason, you may request a full refund within 14 days of purchase, provided:

• The refund request is made within 14 calendar days of the purchase date
• You have accessed less than 25% of the course content
• You have not downloaded course materials or certificates
• You provide a brief explanation for your refund request

3. How to Request a Refund

To request a refund, please contact us within the 14-day period:

Email: refunds@historichomesexplorer.co.uk
Subject Line: Refund Request - [Your Order Number]
Include: Your full name, order number, course name, and reason for refund

We will acknowledge your request within 2 business days and process approved refunds within 5-7 business days.

4. Refund Processing

Approved refunds will be processed as follows:

• Refunds are issued to the original payment method
• Processing time: 5-7 business days from approval
• Bank processing may take an additional 3-5 business days
• You will receive email confirmation once the refund is processed
• Course access will be revoked upon refund approval

5. Exceptions to Refund Policy

Refunds will not be granted in the following circumstances:

• Requests made after the 14-day guarantee period
• More than 25% of course content has been accessed
• Course materials or certificates have been downloaded
• Promotional or discounted courses (unless stated otherwise)
• Bundle purchases where individual courses have been accessed
• Workshops or in-person events (see section 8)
• Virtual tour subscriptions after initial access

6. Partial Refunds

In certain circumstances, we may offer partial refunds at our discretion:

• Technical issues preventing course access (if not resolved within 48 hours)
• Course content significantly different from description
• Duplicate purchases made in error

Partial refund amounts will be determined on a case-by-case basis.

7. Course Bundles and Packages

For bundled courses or package deals:

• The 14-day guarantee applies to the entire bundle
• Refunds are not available for individual courses within a bundle
• If any course in the bundle has been substantially accessed (>25%), the entire bundle becomes non-refundable
• Bundle pricing advantages are forfeited upon refund

8. Workshops and In-Person Events

Different terms apply to hands-on workshops and in-person restoration masterclasses:

• Cancellation by Student: Full refund if cancelled 30+ days before event; 50% refund if cancelled 14-29 days before; no refund if cancelled less than 14 days before
• Cancellation by Us: Full refund or transfer to alternative date
• Transfers: You may transfer your booking to another person up to 7 days before the event
• No-Shows: No refund for failure to attend without prior notice

9. Virtual Tour Subscriptions

For virtual tour subscriptions:

• 14-day money-back guarantee applies if no tours have been accessed
• Once a tour is accessed, the subscription becomes non-refundable
• You may cancel future subscription renewals at any time
• Cancellation takes effect at the end of the current billing period

10. Technical Issues

If you experience technical difficulties accessing course content:

• Contact our technical support team immediately: support@historichomesexplorer.co.uk
• We will work to resolve issues within 48 hours
• If issues cannot be resolved, a full refund will be offered
• Technical issues do not extend the 14-day guarantee period

11. Course Updates and Changes

We continuously improve our courses with updated content and materials:

• Minor updates and improvements do not qualify for refunds
• Significant changes to course structure or content will be communicated in advance
• Enrolled students receive all updates at no additional cost
• If major changes fundamentally alter the course, existing students may request a refund within 14 days of notification

12. Promotional Offers and Discounts

Special terms may apply to promotional offers:

• Standard refund policy applies unless otherwise stated
• Heavily discounted courses (>50% off) may have modified refund terms
• Free trial courses or complimentary access are non-refundable
• Specific terms will be clearly stated at the time of purchase

13. Dispute Resolution

If you are not satisfied with our response to your refund request:

• Contact our Customer Service Manager: customerservice@historichomesexplorer.co.uk
• We will review your case and respond within 5 business days
• If still unresolved, you may contact the UK Alternative Dispute Resolution (ADR) provider
• You also have the right to lodge a complaint with your local Trading Standards office

14. Your Consumer Rights

This refund policy does not affect your statutory rights under UK consumer protection law. Under the Consumer Rights Act 2015, you are entitled to:

• Digital content that is of satisfactory quality
• Digital content that is fit for purpose
• Digital content that matches its description
• A refund if digital content is faulty

15. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the modified policy. The policy in effect at the time of your purchase will govern your transaction.

16. Contact Information

For refund requests or questions about this policy:

Historic Homes Explorer Ltd
47 Bedford Square, Bloomsbury, London WC1B 3DP, United Kingdom
Refunds: refunds@historichomesexplorer.co.uk
Customer Service: customerservice@historichomesexplorer.co.uk
Tel: +44 20 7946 8273
Hours: Monday-Friday, 9:00-17:30 GMT