Refund Policy

1. Overview

UKMLACE Ltd provides digital educational services through ukmlace at ukmlace.org. Because access to the Service, platform content, and paid practice features is granted immediately upon payment, most purchases are non-refundable except in the specific circumstances described below. This policy does not affect any statutory rights you may have under applicable consumer protection law.

All refund requests must be submitted to support@ukmlace.org with your account email and details of the transaction. We aim to review and respond to all requests within 5 business days.

2. Subscription plans

Monthly subscriptions: You may cancel your subscription at any time from your account settings. Cancellation stops future renewals but does not entitle you to a refund for the current billing period, as you retain access to all paid features until the period ends.

Annual subscriptions: If you cancel an annual subscription within 14 days of the initial purchase date and have not used any paid session credits included in the plan, you may request a full refund. Cancellations after 14 days or after credit use are not eligible for a refund. You will retain access to the plan until the end of the annual period.

Free trial upgrades: If a free trial is available and you are charged after converting, you have 7 days from the first charge to request a full refund if you have not used any paid features.

3. Practice session credit top-ups

Credit top-up purchases are non-refundable once processed, as credits are issued immediately to your account. Credits do not expire while your account is active and are non-transferable.

Exception: if a technical fault on our side causes a credit deduction without a session being delivered, we will restore those credits or issue a refund at our discretion. Please contact support with the session date, time, and station so we can investigate.

4. Mock examination bookings

Mock examination sessions are booked with independent examiner doctors. The following cancellation policy applies:

• Cancellation more than 48 hours before the scheduled session: full refund issued to your original payment method within 5–10 business days.
• Cancellation between 24 and 48 hours before the session: 50% refund issued. The remaining 50% is paid to the examiner as a late-cancellation fee.
• Cancellation less than 24 hours before the session or no-show: no refund. The full payment is released to the examiner.
• Examiner cancellation: if the examiner cancels with less than 24 hours' notice, you will receive a full refund and a complimentary rebooking credit.
• Technical failure: if a verified platform outage prevents the session from proceeding, you will receive a full refund or priority rebooking, at your choice.

To cancel a booking, go to your bookings page in the app or contact support@ukmlace.org with your booking reference. ukmlace acts as a booking intermediary and facilitates refund processing; it is not responsible for the examiner's conduct or the quality of individual sessions.

5. Duplicate or erroneous charges

If you have been charged more than once for the same subscription period or top-up, or if you have been charged in error, contact us at support@ukmlace.org within 14 days of the charge. We will investigate and, if confirmed, issue a full refund for the erroneous charge.

Please include your account email, the charge amount, and the date it appeared on your statement so we can locate the transaction in Stripe.

6. Service disruptions

If a paid feature is unavailable for an extended period due to a verified technical issue on our side (for example platform or session service downtime exceeding 24 hours), we may offer affected users a prorated service credit, extended subscription, or partial refund at our discretion. We will communicate any such remedy proactively if widespread disruption occurs.

7. Statutory rights

If you are a consumer in the United Kingdom or European Union, you may have statutory cancellation rights under the Consumer Contracts Regulations 2013 (UK) or the Consumer Rights Directive (EU). For digital services accessed immediately upon purchase, these rights may not apply or may be waived at the time of purchase. Where statutory rights do apply, nothing in this policy overrides them.

8. Chargebacks

We encourage you to contact us before initiating a chargeback with your bank or card issuer. We take all refund requests seriously and resolve legitimate cases quickly. Unwarranted chargebacks may result in account suspension. If a chargeback is filed, we reserve the right to provide evidence of service delivery and terms acceptance to our payment processor.

9. Refund processing

Approved refunds are returned to the original payment method via Stripe. Depending on your card issuer, refunds typically appear within 5–10 business days of approval. ukmlace does not issue refunds by any other method (e.g., bank transfer or cash).

10. Contact

For all refund requests and billing queries, email support@ukmlace.org with the subject line "Refund Request". Please include your account email, transaction date, amount, and reason. We respond within 5 business days.