Prime Education · Fair and clear refunds
Refund & Cancellation Policy
Clear refund information for individual online courses and Prime Membership Packages, including our 14-day guarantee and your consumer rights.
1. Our refund promise
At Prime Education, we want you to buy online training with confidence. We offer clear refund options for individual courses and Prime Membership Packages. The rules for each type of purchase are explained below.
2. Full refunds within 14 days
For an individual course purchase, you can ask for a 100% refund within 14 days of purchase, including when you change your mind, the course does not meet your expectations or you have trouble accessing it.
This individual-course guarantee applies even if you have already started studying. We do not deduct processing or bank charges from a refund under this guarantee.
For a Prime Membership Package, please see the separate conditions below. Our voluntary guarantees are separate from your legal cancellation rights. Where digital content begins immediately, special rules may apply to statutory cancellation, but your mandatory rights remain protected.
3. Partial refunds after 14 days
For an individual course purchase, after the first 14 days, you may request a voluntary partial refund if you have completed 60% or less of the course and no completion certificate has been issued.
We calculate the refund using the unused percentage of the amount you paid for that course, based on the progress recorded in your learner account.
Example:You paid £100 and completed 40% of the course.
Unused portion: 60% — starting partial refund: £60.
Any actual bank transfer charge for this voluntary partial refund will be explained and deducted before payment. No other administration fee is charged.
At exactly 60% completion, the starting partial refund is 40% of the price paid. This arrangement applies to eligible direct course purchases and does not replace your legal rights.
4. Prime Membership Package refunds
Prime Membership Packages give you access to add courses to your learner profile. If you change your mind, our voluntary membership refund depends on how many courses you have added to your profile and whether any certificate has been issued.
| Courses added to your profile | Voluntary refund |
|---|---|
| 1 course, no certificate, refund requested within 14 days of purchase | 100% of your membership payment — no bank transfer deduction |
| 2–10 courses, no certificate issued | 70% of your membership payment, less any actual, disclosed bank transfer charge |
| 11–15 courses, no certificate issued | 50% of your membership payment, less any actual, disclosed bank transfer charge |
| 16 or more courses added | No voluntary membership refund |
| Any certificate issued through the membership | No voluntary membership refund, regardless of how many courses were added |
How we count courses:We use the number of distinct courses added to your learner profile through the membership at the time of your refund request. This is based on enrolments, not the percentage of lessons completed.
Full membership refund:Our additional 14-day full money-back guarantee for memberships is available if you have added only one course, no certificate has been issued and you request it within 14 days of purchasing the membership.
Partial membership refunds: The 70% and 50% amounts are calculated from the membership price you paid. Any actual bank transfer charge will be explained before we process an eligible voluntary partial refund. We do not charge a separate administration fee.
Example: You paid £100 for Prime Membership, added 8 courses and received no certificates. Your voluntary refund would start at £70, less any disclosed actual bank transfer charge.
If you added 12 courses with no certificate, the starting refund would be £50, less any disclosed actual bank transfer charge.
5. Certificate and completion rules
For individual courses, once a course certificate has been issued, we do not normally offer a voluntary partial refund after 14 days. For Prime Membership Packages, our voluntary refund offer ends as soon as any membership course certificate has been issued.
For individual courses, voluntary partial refunds are also unavailable after 14 days if your course progress is above 60%. Membership eligibility is based on the number of courses added, not course completion percentage.
Important:A certificate or course completion percentage does not remove any refund or other remedy that UK consumer law requires us to provide for faulty, misdescribed or undelivered digital content.
6. Individual course refunds at a glance
This table applies to individual course purchases. See section 4 for the Prime Membership Package rules.
| Situation | What you can receive |
|---|---|
| Within 14 days — change of mind | Full refund |
| Within 14 days — course or access issue | Full refund |
| After 14 days; 60% or less completed; no certificate | Partial refund for unused course percentage, less any disclosed actual bank transfer charge |
| After 14 days; more than 60% completed | No voluntary refund |
| After 14 days; certificate issued | No voluntary refund |
| Faulty, not as described or not supplied as agreed | Your statutory consumer remedies still apply |
7. Problems with your course or membership
If something is not working, please contact us. This includes problems with enrolment, lessons, videos, assessments or certificate access. We will look into the issue and try to put it right.
If digital content is faulty, not as described or cannot be supplied as agreed, UK consumer law may entitle you to a repair, replacement, price reduction or refund. These legal rights are not restricted by our 14-day period, progress threshold or certificate rule.
8. How to request a refund
To request a refund, contact us using the support contact details on our website. Please include:
- Your full name and the email used for your learner account
- Your order number and course title
- A short explanation, if you wish to share one
You do not need to explain why you have changed your mind when claiming our 14-day guarantee. We may ask for information needed to locate and verify your order.
9. How and when refunds are paid
We aim to process approved voluntary refunds within 14 days. Where a legal refund is due, we follow the applicable statutory deadline.
Refunds are normally returned using your original payment method unless we agree another method with you. Your bank or payment provider may take additional time to show the funds.
We do not deduct fees from refunds required by law or from refunds under an applicable 14-day full money-back guarantee. Only eligible voluntary partial refunds for individual courses or memberships may have an actual, disclosed bank transfer charge deducted.
10. Your access after a refund
When an individual course or Prime Membership Package is refunded, we may remove access to the refunded course or membership courses from your learner account. We may keep relevant records where necessary for accounting, certificate verification or other lawful purposes. For details, see our Privacy Policy.
11. Your UK consumer rights
This policy gives you additional refund options. It does not exclude or limit rights under the Consumer Rights Act 2015 or the rules for distance sales.
For immediate digital content access, statutory cancellation rights may depend on whether you gave the necessary express consent and acknowledgement, and received the required confirmation. Our voluntary guarantees apply as described above, without limiting any mandatory rights.
If any part of this policy conflicts with your mandatory consumer rights, those rights take priority.
You can also read our Terms & Conditions.
12. Contact Prime Education
Need help with a purchase, cancellation or refund? Please contact our support team.
Prime Education
Operated by PRIME EDU TRAINING LTD Company number:17573553
Registered office:27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
Website: primeeducation.org.uk Customer support email:info@primeeducation.org.uk
© Prime Education · PRIME EDU TRAINING LTD · Registered in England and Wales, company no. 17573553