Legal
Refund policy
If a course is not right for you, contact support and we will review your request. Here is how to ask and what happens next.
Our refund policy in brief
This is the Healthcare Practise UK refund policy for courses bought on portal.healthcarepractise.com. If you are not happy with a course, or bought something by mistake, contact support and we will review your request. We look at each request individually and treat everyone fairly.
This policy does not affect your statutory rights. If you are a consumer, UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, gives you rights over digital content, and those rights apply whatever this page says. Our terms and conditions set out the wider rules for buying courses.
How to request a course refund
- Email support@healthcarepractise.com from the address you used to buy, or use the contact page.
- Include your order number and the name of the course or courses.
- Tell us briefly why you are asking. For example, you bought the wrong course, bought it twice, or the course did not work as described.
- If something went wrong technically, add your device and browser and a screenshot of any error message.
You do not need to explain anything about a complaint or case you may be facing. We only need enough to identify the order and understand the problem.
What happens after you ask
- We confirm we have your request and review it against your order and your course activity.
- We may ask a question or suggest a fix if the issue is something we can solve, such as an access problem.
- We tell you our decision by email. If we agree a refund, we explain what happens to your course access and any certificate for that course.
- Agreed refunds go back to the payment method you used. Your bank or card provider controls how long it takes to appear.
Common situations
I bought the wrong course
Tell us as soon as you can and say which course you meant to buy. If you have not started the course, we can review the request quickly. The how it works page explains how courses, assessments and certificates fit together, which may help you choose.
I was charged twice
Send both order numbers and we will check them.
The course will not load or the assessment is not working
Contact support first. Most access problems can be fixed, and we would rather get you through the course than leave you without the learning you need.
I bought a bundle and only want part of it refunded
Bundles are made up of individual courses. Tell us which courses you are asking about and we will review them one by one.
The outcome of my case was not what I hoped
Courses support reflection and remediation, but regulators and panels make their own decisions. A case outcome is not, on its own, a reason the course did not work as described. If you have concerns about the course itself, please still tell us.
Before you contact your bank
Please contact us first. We can usually sort out a problem faster than a card dispute, and it avoids your account being locked while a dispute is open. If you are not satisfied with our answer, you keep all your rights, including those with your card provider. Answers to common questions about buying and taking courses are in the FAQ.
Frequently asked questions
How do I ask for a refund?
Email support@healthcarepractise.com from the address you bought with. Include your order number, the course name and a short reason. We will review your request and reply by email.
Can I get a refund after I have started or completed a course?
You can still ask. We look at each request individually, including how much of the course has been used. Your statutory rights as a consumer are not affected.
I bought the wrong course. Can I swap it?
Tell support which course you bought and which one you meant to buy, and we will review the options with you.
Where will my refund go?
If we agree a refund, it goes back to the payment method you used. Your bank or card provider decides how quickly it appears on your statement.
What happens to my certificate if I am refunded?
We will explain this when we reply to your request, because it depends on the course and how far you got.
Do I have to tell you about my fitness to practise case?
No. We only need your order details and the reason for the request. Please do not send case documents.