Refund and cancellation policy

1. Cancelling

You can cancel a personal plan at any time, in one step, from your account page (Manage billing → Cancel) or by emailing us. Nothing further is charged. Your access continues to the end of the period you have already paid for, then stops. You do not need to give a reason. If you pay a launch price, cancelling ends it: come back later and you pay the price published at that time.

2. Why there is no refund for changing your mind

DrawWarm is digital content supplied online: a software simulator that runs in your browser, together with its lessons and call-outs. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer who buys digital content online has a 14-day right to cancel unless they ask the trader to supply the content within those 14 days and acknowledge that, by doing so, they lose the right to cancel.

That is exactly what happens at our checkout. Before you pay you tick a box that says:

“I ask DrawWarm to give me access immediately. I acknowledge that DrawWarm is digital content supplied online and that, once access begins, I lose my 14-day right to cancel and no refund is due for changing my mind. I accept the terms at drawwarm.com/terms and the refund policy at drawwarm.com/refunds.”

Access begins the moment payment succeeds, and the order confirmation email we send at that moment repeats the acknowledgement you gave, with the terms and this policy, so you have a copy. From that point there is no statutory right to a refund, and we do not offer one voluntarily, whether you used the simulator for an hour, finished every course, or never signed in.

If you would rather keep your 14-day right to cancel, do not tick the box: we will not take payment, and you can come back when you are ready. We never supply access without that acknowledgement.

3. Monthly and yearly plans

• Monthly. Each payment buys the month ahead. Cancel at any point in the month and you keep access until the month ends; the month already paid for is not refunded, in whole or in part. At least every six months we email you to say the plan is running and how to cancel.
• Yearly. The same rule applies to the year already paid for. We email you 30 days and 7 days before a yearly plan renews, and you can switch renewal off from your account at any time before the renewal date. One exception: if a yearly plan renews and you did not mean it to, tell us within 14 days of the renewal payment and we refund that payment in full and end the plan.
• Sandbox. The same rules apply.

4. When we do refund

Your legal rights are not affected by this policy. We refund, in full or in part as the law provides, when:

• the simulator is faulty, not as described or unfit for purpose and we cannot put it right within a reasonable time (your rights under the Consumer Rights Act 2015 for digital content: repair or replacement first, then a price reduction or refund);
• we charged you twice, or charged you after you had cancelled;
• we make a change that removes something material you paid for, in which case you may cancel and we refund the unused part of the period;
• we end your account because we believe it is being used for a competing business and it has broken the terms in no other way, in which case we refund the unused part of the period;
• a court, a regulator or a change in the law requires it.

Email [email protected] from the address on your account with what happened. Refunds go back to the card that paid, usually within five working days of our reply.

5. Businesses and organisations

A business that bought one plan. If you chose “My business” at checkout, the plan is a business contract under Part B of the terms, and you ticked: “I confirm that I am buying this plan for my business, as a sole trader, a partnership or a company, in the course of that business, and that this is a business contract to which consumer law does not apply. The invoice is issued to the business named at checkout. I ask DrawWarm to give me access immediately, and I accept that there is no cooling-off period and no refund for changing my mind. I accept the business terms at drawwarm.com/terms#business.” The plan works as in sections 1 and 3: cancel at any time from the account page, access runs to the end of the period paid for, and nothing more is charged. There is no cooling-off period, no refund for changing your mind, and the refund of an unintended yearly renewal in section 3 does not apply; we still send the renewal reminders. Section 4 applies except for the rights that only a consumer has.

Organisations. Seats, pilots, quoted arrangements and embedded licences bought by or for a college, training provider, employer or any other organisation are business contracts under Part B of the terms. They have no cooling-off period. A seat licence runs for 12 months, paid in advance, and the fee for the term is not refundable once the term has started: the licence cannot be ended early for convenience, unused seats are not refunded, and the free pilot is where an organisation evaluates DrawWarm. Seats can be added during the term and reduced only at renewal. The only refunds are the unused part of the term, pro rata, where we end a licence for convenience on 90 days’ notice, where we remove something material you paid for, or where we stop providing the service. The paid employer pilot is credited in full against a licence taken within 30 days of the pilot ending and is not otherwise refundable.

6. Chargebacks

If you ask your bank to reverse a payment instead of contacting us, we give the bank the checkout record (including your acknowledgement above), the sign-in and usage log for the account, and this policy. Accounts with an open dispute are suspended until it is resolved.

7. Cancelling before we start

Because access starts as soon as payment succeeds, there is normally no gap in which to cancel. If for any reason you have paid and access has not begun, you may cancel by emailing us with the words “I cancel my DrawWarm purchase”, your name and the email address on the account, and we refund in full.

See also the terms (Part A for individuals, Part B for businesses and organisations) and the privacy notice.