Refunds and cancellations

Draft

1. How it works

   Booking starts with a free 30-minute call, followed by a written plan. If you go ahead, you pay for the programme in full through a secure payment link. There are no instalments. Your contract with us starts when your payment is confirmed. Coaching starts on the date of the student’s first one-to-one session.

   When you cancel	What you get back
   Before coaching starts, at any time	A full refund
   Within 14 days of payment, after coaching has started	What you paid, less a proportionate amount for what was delivered
   More than 14 days after payment, once coaching has started	No refund under the cancellation right. The onDesk Promise and your other legal rights apply

2. Before coaching starts

   If you cancel before the student’s first one-to-one session, you receive a full refund of everything you paid. This applies whenever you tell us, even if more than 14 days have passed since you paid. You do not need to give a reason.

3. Your 14-day right to cancel

   Because you buy from us online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days, without giving a reason. The 14 days start on the day your payment is confirmed and our contract begins.

   Our full refund before coaching starts covers this period and goes further, because it continues after 14 days for as long as coaching has not started.

4. If coaching has started within the 14 days

   When you pay, you ask us to start coaching straight away rather than waiting for the 14 days to end. This means the student can begin without delay. You keep your right to cancel during the 14 days, but if you cancel after coaching has started, the law allows us to charge for the part of the programme already provided.

   In that case we refund what you paid, less a proportionate amount for what was delivered up to the time you told us you were cancelling, compared with the whole programme. This is based on the sessions held, document reviews returned and other parts of the programme provided. We will show you how we have worked it out.

5. After the 14 days, once coaching has started

   Once the 14 days have passed and coaching has started, programme fees are not refundable under the cancellation right. This is because we reserve advisor time and plan the whole programme around the student’s application season from the start.

   This does not affect your rights if something goes wrong. If we do not provide the service with reasonable care and skill, or as described, you can ask us to put it right, and you may be entitled to a price reduction, up to the full price, under the Consumer Rights Act 2015. If we have to end the programme for a reason that is not your fault, we refund any part you have paid for but not received.

6. The onDesk Promise

   If the cycle does not land, the onDesk Promise continues the student’s support rather than refunding it:

   “If you attend your sessions, complete your set tasks and apply to your agreed list by the deadlines, and the cycle does not land, your plan, portal and support continue into the next cycle. Full refund if you cancel before coaching starts. Your statutory rights are not affected.”

   See The onDesk Promise for how it works. The Promise is in addition to your legal rights.

7. onDesk Assessment credit

   The price of the onDesk Assessment for Years 9-11 is credited in full against the University Programme if you join within 14 days of the Assessment. The Assessment itself follows the same cancellation rules as any programme: a full refund if you cancel before it takes place.

8. How to cancel or ask for a refund

   Tell us clearly that you want to cancel. The easiest way is to email info@getondesk.com. Please include:

   • your name and the student’s name;
   • the programme; and
   • the date you paid.

   You can use the form below if you like, but you do not have to. We will confirm by email that we have received your request.

   Model cancellation form

   I hereby give notice that I cancel my contract for the supply of the following service:

   Programme:

   Paid on:

   Name of customer:

   Address of customer:

   Signature of customer (only if this form is sent on paper):

   Date:

9. How and when we refund you

   We refund you without undue delay, and no later than 14 days after the day you tell us you are cancelling. We refund to the card or account you paid with, through Stripe, and we do not charge a fee for the refund. Your bank may take a few working days to show it.

   Refunds are made in pounds sterling. If you paid in another currency, the amount you receive may differ slightly because of exchange rates.

10. Your statutory rights

    Nothing in this policy affects your statutory rights. For more information, contact Citizens Advice (citizensadvice.org.uk, or 0808 223 1133).

11. Contact us

    • Email: info@getondesk.com
    • WhatsApp: +44 7440 346747

DraftDraft prepared for onDesk. Have it reviewed by a qualified UK solicitor before relying on it.