Refund Policy

1. Overview

Ernest & Co Growth and Premium subscriptions provide immediate access to digital content, Ernie AI features and Knowledge Hub resources. This policy explains when refunds are available and how usage of premium content affects refund eligibility.

2. Immediate digital access

By subscribing to Growth or Premium, you acknowledge that access begins immediately after payment. As permitted under the UK Consumer Contracts Regulations 2013 for digital content supplied with the customer's prior express consent, your statutory 14-day right to cancel ends once you begin accessing the subscription's premium features.

3. Refund eligibility

You are eligible for a full refund of your most recent subscription payment if you request a refund within 14 days of purchase and you have not used any premium subscription feature, including:

• Asking Ernie AI a question that consumes your paid allowance
• Accessing a premium Knowledge Hub page, guide or download
• Using a premium calculator, template or business tool
• Generating an AI summary of an external resource

Refund eligibility may be affected once digital resources or premium subscription features have been accessed. Our systems automatically log usage to determine eligibility fairly and transparently.

4. Cancellation

You may cancel your subscription at any time from the billing page in your account. Cancellation takes effect at the end of the current billing period. You will retain access to subscription features until the period ends. No partial refunds are issued for unused time within a billing period.

5. Exceptional circumstances

We may, at our discretion, issue a partial or full refund where:

• A technical fault prevented you from accessing the service you paid for
• You were charged in error (e.g. duplicate charge)
• The service was materially mis-described at the point of sale

6. How to request a refund

Email help@ernestcoaccountants.co.uk with your account email and the reason for your request. We aim to respond within 5 working days. Approved refunds are returned to the original payment method within 5–10 working days.

7. Statutory rights

Nothing in this policy affects your statutory rights under UK consumer protection law. This policy is governed by the laws of England and Wales.