Cancellation and refunds
Cancellation and refund terms
Your 14-day cancellation right, how it applies to our digital content, the EBSA Track subscription and workshop bookings, and exactly how to cancel or ask for a refund.
Start-immediately consentDigital contentEBSA Track subscriptionWorkshop bookings
Who these terms cover
These cancellation and refund terms apply to everything sold by Simplified Support Ltd, The Hand Stadium, Davis Lane, Clevedon, BS21 6TG, United Kingdom, registered in England and Wales, company number 16358501. That is the EBSA Support Plan digital content, the optional EBSA Track monthly subscription, and workshop bookings.
They sit alongside our main terms and our privacy page. Nothing here removes any right you have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
To cancel anything or ask for a refund, email Jessica@SimplifiedSupport.co.uk or call 0330 043 0263. Tell us your name, the email on your account or booking, what you bought and the date. You do not have to give a reason, though it helps us improve if you choose to.
Your 14-day right, in plain words
Under UK consumer law, when you buy something online you usually have 14 days from the day after purchase to change your mind and get a full refund. This is sometimes called the cooling-off period.
Digital content is treated differently. If you ask for the digital content straight away and acknowledge that doing so ends your 14-day cancellation right, that right ends once the content has been delivered to you.
The start-immediately consent step at checkout
When you buy the EBSA Support Plan you will see a clearly labelled box at checkout. It explains that the Support Plan is digital content and that asking for it now ends your 14-day cancellation right once it is delivered. You must tick this box to continue - the pay button stays disabled until you do.
This is the consent the law asks for: you are agreeing to receive the digital content straight away and acknowledging that this choice ends your cooling-off period. Nothing is hidden in small print, and nothing starts automatically.
Even after you consent, we go further than the law requires: if you have not opened your Support Plan, ask us within 14 days and we will refund you in full, no questions asked.
EBSA Support Plan - £39 digital content
The EBSA Support Plan is digital content. When you buy it you are asking for immediate access, and you are told at checkout that this ends your 14-day cancellation right once your Support Plan has been delivered. Once you have generated or opened your Support Plan, the legal right to a 14-day refund has ended.
We go further than the law requires. If you have not yet generated or opened your EBSA Support Plan, ask us within 14 days of purchase and we will refund you in full, no questions asked.
If you have opened your Support Plan and it is genuinely not what was described, faulty, or does not work, tell us within 14 days and we will look at it fairly. Where digital content is faulty, the Consumer Rights Act 2015 gives you a right to a repair or replacement, and to a refund where that is not possible - and we will always refund where that is the right thing to do.
EBSA Track - £12.99/month monthly subscription
EBSA Track is a separate, optional monthly subscription for ongoing tracking. It is never started automatically: buying the EBSA Support Plan does not start a subscription, and we will never add one for you.
You can cancel EBSA Track at any time, with no notice period, no cancellation fee and no phone call needed. Go to your Home page, open account and billing, and choose cancel EBSA Track - or email us and we will cancel it for you the same day.
When you cancel, you keep access until the end of the month you have already paid for. We do not take any further payment after you cancel, and we do not give part-month refunds for a month that has already started.
If you cancel within 14 days of first starting EBSA Track and have not used the tracking during that time, tell us and we will refund that first payment in full.
Cancelling EBSA Track never deletes your EBSA Support Plan or anything you have saved. Weekly tracking and new progress reporting simply pause until you choose to restart.
Workshop bookings
Workshops are live online sessions delivered through Zoom at the date and time shown when you book. The price shown on the session you choose is the price you pay, per person.
You can cancel a workshop booking for a full refund up to 48 hours before the session start time. Email Jessica@SimplifiedSupport.co.uk with your booking reference and we will confirm the cancellation and refund.
Inside 48 hours we cannot offer a refund, because the place cannot reasonably be resold. Where another session has spaces, we will move your booking once, free of charge, if you ask before the session starts.
If we cancel or significantly change a session, you can choose a full refund or a free move to any other date. If you cannot join because of a technical failure on our side, we will refund you or move you to another session - your choice.
Bookings made with a free access code can be cancelled or moved in the same way, but have no cash value and no refund is due.
How refunds are paid
Refunds are made to the original payment method. We process them as soon as we confirm your refund, and the money usually reaches you within 5 to 10 working days depending on your bank.
If a payment fails or you are charged in error, contact us straight away and we will put it right.
If you are unhappy with how we handled it
If you think we have not applied these terms fairly, please tell us - we would much rather fix it directly. Our complaints page explains exactly how to raise a complaint and what happens next, step by step.