Cancellation and refunds

This page explains when you can cancel, when you get your money back, and what the tick at checkout means.

The short version

If you bought as a consumer, you normally have 14 days to change your mind about digital content and get a full refund. You give that right up if you ask for your access to start straight away and acknowledge that you are giving it up. Every purchase starts straight away, so before the payment form opens our checkout asks you to tick one box, which is never ticked for you:

You cannot pay without ticking it, and we record the moment you did.

Basic and Premium are monthly. If you have opened a course or started an assessment in the last 12 months, cancelling either takes 3 months' notice: you keep access and pay for those 3 months. The checkout says this beside the price before you pay; the details are under "Cancelling a subscription" below.

Why you are asked

The law here is the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For most things bought online you get 14 days to cancel. Digital content is a special case: once it has been supplied, it cannot be handed back, so the rules say the cancellation right ends when supply begins, but only if two things happened first:

1. 1You expressly consented to the content being supplied before the 14 days were up, and
2. 2You acknowledged that consenting means you lose the right to cancel.

Both of those have to be clear and your own rather than a line buried in the terms. That is why the checkout does not bundle it into "I agree to the terms". It is a separate tick, worded plainly, that you have to give yourself, and we store the exact time against your order.

Orders placed before 23 September 2026 could choose instead to keep the right and start 14 days later. If you placed one of those, your billing page shows it as starting soon and offers Start now, which asks for the same acknowledgement, opens it at once and records the time.

Once you have paid, we email you a confirmation: what you bought, the price including VAT, that access has started, and the time you ticked the box. For a plan it also gives the regular monthly price, the first renewal date and the notice period. It says how to cancel and links to these terms and this page.

If you ever want to know what you agreed to and when, ask us at training@rtriibe.com and we will tell you the timestamp we hold.

Single courses bought outright

You can buy a single course rather than a subscription. This is how refunds work on one.

A single course bought outright has no end date, and opens as soon as you have paid, so the 14-day cancellation right no longer applies once it has. You can still get your money back if:

• The course is faulty, does not work, or is not as we described it.
• The course was withdrawn before you could finish it, or an accreditation we advertised was not in fact in place.
• You were charged twice, or charged the wrong amount.
• You bought the wrong course by mistake and have not started it. We are not required to refund this, but in practice we will if you tell us within 14 days of buying it and no sections have been opened.

If you placed an order before 23 September 2026 and kept your 14-day right: cancel any time before the course opens, for any reason or none, and you get all of your money back. Email training@rtriibe.com. We refund within 14 days of you telling us, to the card you paid with.

Once you have passed and we have issued a certificate, the purchase is fully performed. We will not refund a completed course because the certificate has value in itself: it is the thing you were buying.

Section tutor top-ups

Each month your tutor allowance covers a set amount of use of the section tutor. If you run out, you can buy a one-off top-up. It is not a course and not a subscription: it adds tutor allowance, which is used after your monthly allowance runs out and lasts until you use it.

It starts as soon as you have paid, with the same tick at checkout, so the 14-day right to cancel does not apply once it has. But unused tutor credit is refunded on request within 14 days of buying it; credit you have already used is not. Email training@rtriibe.com. A refund takes back the allowance it paid for.

Subscriptions

A subscription is a rolling monthly agreement. Two things about it work differently from a one-off purchase and are worth reading before you buy.

Cancelling a subscription

• You cancel with Cancel plan on your billing page, or by emailing training@rtriibe.com.
• If you have not opened a course or started an assessment in the last 12 months: cancelling ends the plan at the end of the period you have paid for. It stops the next payment and does not refund the current month. Your access runs to the end of that period, and then stops.
• If you have opened a course or started an assessment in the last 12 months: cancelling takes 3 months' notice, on Basic and on Premium. You keep access and pay for those 3 months. The plan ends at the end of the billing period that contains the date 3 months after you cancel, and no payment is taken after that. Before you confirm, the billing page shows the exact end date and how many payments are left, and the cancellation email repeats both. "Opened a course" means opening a section of any course. The 12 months are counted back from the day you cancel, and include time before this subscription began, so if you used the training recently and subscribe again, the notice applies from the start.
• Moving between Premium and Basic does not change the notice period.
• Your 14-day right to cancel is not affected. It works exactly as described above, whichever plan you are on.
• We do not charge a cancellation fee. Until the plan ends you can change your mind from the same page and the subscription carries on.
• Cancelling never ends a plan on the spot. Cancel plan always ends it at the end of a paid period, as above. Only our staff can end a plan the same day, and they do it where it is right to, for example when a course or the platform has let you down, or when you ask us and we agree. When they do, they choose between refunding the last payment in full, refunding the unused part of it, or no refund, and your email confirming the end says which. Your training record and certificates are kept either way.
• If we refund a payment, that does not by itself end the subscription. Cancel it as well, or ask us to when you ask for the refund.
• A discount for staying. When you confirm a cancellation we may offer you 50% off your plan for your next 12 monthly payments instead. We ask once per person, whatever you choose, and not while you are in a free trial, have a payment outstanding or already have a discount. Taking it does not cancel anything and nothing is charged when you take it: it starts with your next payment. It stays with the subscription if you change plan, so it comes off the new plan's price. When the 12 payments are up, the plan goes back to its full price with no further step from you; the billing page shows the date. You can still cancel at any time on the terms above, including any notice period, and the discount ends with the plan. Turning it down changes nothing: the cancellation goes ahead exactly as described above.

The first 14 days of a subscription

A plan opens as soon as you have paid, with the tick described above, so the 14-day right went when it opened. A plan bought before 23 September 2026 with the right kept opens 14 days after it was bought; until then it can be cancelled for a full refund of that first payment by emailing us, and Start now on the billing page opens it at once and ends the right.

If you were on one of our older training plans

If you are still paying for one of our older training plans, subscribing to rTraining sets that older plan to end at the close of its current billing period, so you do not pay for both. It is never ended early and nothing already paid for it is refunded. We tell you before you pay, on the pricing page and at checkout, and again in your order confirmation.

Renewals

• A subscription renews automatically until you cancel. The price and the renewal date are shown in your account.
• We email you before a price change takes effect, in time for you to cancel.
• We also email you seven days before the first full-price payment after an introductory offer, before the payment at each six-month point of a monthly plan, and before every yearly renewal. Each reminder gives the price, the date and how to cancel.
• We do not refund a renewal you forgot about as a matter of policy, but tell us within 14 days of the renewal and, if you have not used the account since it renewed, we will refund it. We do not want to charge anybody for a month they plainly did not want.
• If a payment fails, we email you straight away and your courses stay open for seven days from that first failed payment while we retry the card. If it has not been paid by then, your courses pause until you pay what you owe, which is the failed payment and any others that have fallen due since: we email you the day before, and again when they pause. Your billing page shows what is owed and lets you pay it or change the card, and the courses open again as soon as it is paid. A failed payment does not end the subscription. It stays in place until it is paid or you cancel it, and cancelling works as described under "Cancelling a subscription", notice period included. Your training record and certificates are kept whatever happens.

Disputed payments

If you ask your bank to reverse a payment (a chargeback) instead of asking us, your access carries on while the dispute is open. If the bank decides it in your favour, what the payment was for ends: a course bought outright closes, and a plan is cancelled. Your training record and certificates are kept either way. Please write to us first; a refund we give is quicker than a dispute.

Changing plan

Both changes are made from your billing page and take effect straight away. Moving from Basic to Premium charges the difference for the rest of the month at once. Moving from Premium to Basic credits the unused part of the month against your next bill; nothing is refunded to your card. Note that Basic does not include a course marked as Premium only, as a course that carries an accreditation normally is: if you move down while part-way through one, you lose access to it at once, until you move back up or buy it outright. The billing page tells you this before you confirm.

If you are locked out of an assessment

Some courses limit how many attempts you can make at the assessment, and reaching the limit locks it for a period, twelve months unless the course says otherwise. The terms explain the two limits and what counts. The limits are shown on the course page before you start.

• A subscription carries on during a lockout and is billed as normal. A lockout on one course does not stop the others, and you can still read the locked course's material. You can cancel under the usual rules above.
• A single course bought outright that stays locked for the whole lockout period can have its access extended, so that the lockout does not use up the time you paid for. Ask us and we will add it.
• In either case, if you are locked out and need help, email training@rtriibe.com. We may lift the lockout, for example as a reasonable adjustment or where something went wrong.

Your training record after a refund

A refund reverses the sale, but it does not delete your training record.

• If a course was refunded before you completed it, access ends and no certificate is issued.
• If a certificate was already issued and we then refund the purchase, for example because the course was withdrawn, we will tell you plainly whether the certificate stands or is withdrawn, and why. We do not quietly withdraw certificates: a withdrawal is emailed to you with its reason.
• Records of the transaction itself are kept for as long as tax law requires. See the privacy notice.

Organisations

Organisation purchases are business-to-business, and the 14-day consumer cancellation right does not apply to them. Seats, invoicing, renewal notice periods and what happens to your records at the end of a subscription are in the organisation terms.

In short, for an organisation:

• Ending a seat subscription takes three months' notice: it ends at the end of the billing period that contains the date three months after you tell us.
• Seats are refundable before any of them has been used, up to 14 days from the invoice date.
• Unused seats mid-term are not refunded; reduce your seat count at renewal instead.
• If we fail to deliver the service, the usual legal remedies apply. There are no automatic service credits.
• Your training records survive the end of the subscription either way.

How to cancel, and how long a refund takes

Write to training@rtriibe.com and say what you want to cancel. You do not have to give a reason and you do not have to use a particular form of words. A subscription can also be cancelled with Cancel plan on your billing page.

If you would like to, you can use the model cancellation form below, which is the one set out in the Consumer Contracts Regulations 2013. Using it is optional: an email saying you want to cancel does just as well. Copy it into an email to training@rtriibe.com, or post it to the address on it.

We will acknowledge within 5 working days and refund within 14 days of accepting the cancellation, using the same payment method you used to pay. Your bank may take a few days longer to show it.

If you disagree with our decision

A refund decision you think is wrong is a complaint. Our complaints and appeals procedure sets out how to raise one, what happens next, and how to escalate it if you are still not satisfied.

If we still cannot agree, your rights under the Consumer Rights Act 2015 and the 2013 Regulations are unaffected by anything on this page, and you can complain to Trading Standards through Citizens Advice. We do not belong to an alternative dispute resolution scheme. If we cannot settle your complaint, we will tell you so in writing.