Refunds
The short version: if the papers aren't right, tell us and we'll sort it out. Last updated 28 July 2026.
In one paragraph
If something is wrong with the content — errors, it doesn't match the description, it doesn't work — you have full legal rights to a fix or your money back, and we will honour them without a fight. On top of that, if you simply bought and then decided within 14 days that it wasn't for you, and you've barely used it, we'll refund you as a goodwill gesture. Email support@cemappractice.co.uk with the email address you paid with.
1. If the content is faulty — Consumer Rights Act 2015
What we sell is digital content, so Chapter 3 of the Consumer Rights Act 2015 applies. By law it must be:
- •of satisfactory quality — the standard a reasonable person would expect, including that it's free from significant errors and works properly;
- •fit for purpose — including any particular purpose you told us about before buying;
- •as described — it really is the number of papers, in the formats, covering the units we said.
If it falls short, you are entitled to ask us to repair or replace it. We'll usually do that quickly — a wrong answer key or a mis-marked question gets fixed and republished, normally within a few days. If we can't fix or replace it, or can't do so within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction of up to the full amount you paid.
These rights last well beyond 14 days. If a fault turns up months after you bought, you can still bring it to us.
If our content damages your device or other digital content because we failed to use reasonable care and skill, you may also be entitled to a repair or compensation under s.46 of the Act.
2. If you changed your mind — the 14-day cancellation position
Buying online normally gives you a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Digital content supplied immediately can be treated differently. A shop that unlocks content straight away is allowed to end that 14-day right early — but only if it asks you at checkout to consent to supply starting immediately and to acknowledge that you lose the right when it does. That is regulation 37(1), and it is what most e-book, app and streaming purchases do.
We do not ask you for that consent, so you keep the statutory right in full. You can cancel within 14 days of buying and get all your money back, with no reason given and no deduction for the papers you have already used. Just tell us and we'll process it.
Free preview questions are available on every paper before you pay, precisely so you can see the style, difficulty and explanation quality before committing.
3. Our 14-day goodwill refund
We'd rather have a happy person who moved on than an unhappy one who felt trapped. So beyond anything the law requires:
If you ask within 14 days of buying and you've only used a small part of the content, we will refund you in full — no reason needed.
As a rough guide, “a small part” means you haven't worked through much of what you bought — a couple of papers out of 28, or a paper or two out of a single unit. We look at this sensibly and we give people the benefit of the doubt. We are not going to nickel-and-dime you over one extra paper.
This goodwill policy sits on top of your legal rights and never cuts them down. Within 14 days of buying, the statutory cancellation right in section 2 above applies however much of the content you have used — including if you have worked through the whole library. The “small part” guide above is about what we offer beyond that, not a limit on it. Your Consumer Rights Act rights in section 1 above always apply, in full.
Beyond the 14-day window, we don't refund because an exam attempt didn't go the way you hoped. Practice papers are practice, and we never claim to guarantee a pass.
4. If we close the site
“Lifetime access” means for as long as we operate the site — we explain that honestly in our terms. If we ever wind the site down we'll give at least 30 days' notice, and if that happens within 12 months of your purchase you can ask us for a pro-rata refund and we'll pay it.
5. How to ask for a refund
- 1.Email support@cemappractice.co.uk from — or quoting — the email address you paid with. That's how we find your payment, since we don't run accounts.
- 2.Tell us roughly when you bought and, if something is wrong, what the problem is. You don't need to give a reason for a goodwill refund.
- 3.We aim to reply within 2 working days and to approve or explain within 5 working days.
- 4.Approved refunds go back through Stripe to the original payment method, normally within 14 days of us agreeing (and in any event within the statutory time limit where one applies). Your bank may take a few more days to show it.
You don't have to use a form of words. A plain email saying you want to cancel or want a refund is enough.
Once a refund is issued, access is withdrawn — the licence in our terms ends with the refund.
6. If you're not happy with our answer
Tell us and we'll look at it again — the complaints route is on our contact page. You can also get free, impartial advice from Citizens Advice consumer service.
Nothing on this page limits your legal rights. The goodwill refund is extra — it sits on top of the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and never replaces them.
Refunds are handled by Edward Jones, trading as CeMAP Practice Papers.