REFUNDS POLICY

Refunds Policy

Last updated 9 August 2026.

This explains your legal right to cancel a purchase made online, how that right applies to a digital subscription like Firefighter Mentor's, and separately, how to cancel your ongoing subscription.

Your 14-day legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most purchases made online by a UK consumer come with a 14-day right to cancel for a full refund, no reason needed — this applies to your Firefighter Mentor subscription as it would to any other online purchase.

Why that right is lost once you get access

The 14-day right has a specific exception for digital content: it is lost from the moment you start accessing the content, provided you agreed to that in advance and acknowledged you'd be giving up your cancellation right by doing so.

At checkout, before you pay, you're asked to confirm exactly that — that you agree to immediate access to the digital content and understand you're giving up your 14-day right to cancel once that access begins. That confirmation, and a link to our Terms of Service, is presented as part of the payment step, and Stripe records your acceptance on the transaction.

Requesting a refund within 14 days

If you cancel before you've accessed the paid content, email support@firefightermentor.co.uk within 14 days of your payment. We'll refund the payment in full through Stripe and end your access.

Cancelling your ongoing subscription

This is different from the 14-day right above — it's how you stop future billing at any point, not a refund. You can cancel anytime from your dashboard's billing portal. Cancelling stops future payments but doesn't refund the period you've already paid for— your access continues until the end of that billing period, and you're not charged again after it ends.

Charged twice, or charged in error

If you're accidentally charged twice — for example, subscribing again without realising you already had an active subscription — contact support. This is handled as a support case rather than an automatic refund, since it needs a person to check what happened; we don't currently refund a duplicate charge automatically. We do keep a record of it and aim to sort it out promptly.

Contact

Cancellations and refund requests: support@firefightermentor.co.uk. See our Terms of Service for the subscription itself and our Privacy Policy for how your data is handled.