Refunds and Cancellations
XVC aims to make both processes clear. Monthly access is paid in advance, digital services may begin immediately after payment, and some educational resources cannot practically be returned after delivery.
In plain language
A monthly subscription normally remains available until the end of the period already paid for. Cancelling prevents a future renewal; it does not ordinarily create a pro-rata refund for days that remain in the current billing period.
Refunds are considered where there is a genuine billing error, non-delivery, a material defect that cannot reasonably be corrected, or another lawful basis for a remedy.
Monthly subscriptions
A cancellation request must reach Internet Learning Solutions at least five working days before the next scheduled payment date if the customer wants that payment to be stopped.
A request received inside the five-working-day period may take effect only after the next scheduled payment has been processed. XVC does not promise that a payment already approaching collection can still be stopped.
Unless a programme-specific rule applies, ordinary subscription access normally continues until the end of the period already paid for. No automatic pro-rata refund is made merely because the customer cancels before that period ends.
A member who cancels or allows a subscription to lapse may lose any protected continuous-member price. A later subscription may begin at the price then available.
When service begins
XVC does not ordinarily enrol a learner into paid facilities before payment. Once payment is confirmed, the learner may receive access immediately or as soon as the required enrolment steps have been completed.
Where the customer requests immediate commencement and the service begins during a period in which a statutory cooling-off right might otherwise have applied, that cooling-off right may no longer apply to the service that has already begun.
This does not remove rights relating to an incorrect charge, non-delivery, defective performance or another remedy that cannot lawfully be excluded.
FBA Earned Membership
The FBA subscription provides the same core learning package as the ordinary higher-priced subscription. The substantial discount is offered because the learner agrees to meet the published weekly participation and mastery requirements.
If a learner does not meet a weekly requirement, the Earned Membership may be suspended and the account may be placed into remediation status.
Remediation status does not convert the learner to the higher-priced subscription at the lower FBA fee. It temporarily limits use of the package to the work and support required to correct the default and restore the minimum standard.
Remediation status
The learner may use the relevant diagnostic activities, SOTS Prompts, Over-the-Shoulder AI Tutor, videos, Human Tutor Fallback and other directed resources reasonably required to understand the work and meet the stated remedy.
While remediation status applies, those facilities may not be used for unrelated homework, new topics, general tutoring, examination preparation or other work outside the identified remediation route.
When the published minimum requirement has been met, ordinary full-package use may resume. A learner may enter remediation status again if a later weekly requirement is missed.
If requirements remain unmet or repeated defaults continue, Internet Learning Solutions may stop the next recurring payment and end the FBA arrangement at the conclusion of the current paid billing period.
FBA refunds
FBA fees are paid monthly in advance. Where Earned Membership is suspended because the learner did not meet the published weekly requirements, no pro-rata refund is processed for the unused portion of that billing period.
The learner continues to receive access to the resources reasonably required to remedy the default. The restriction applies to unrelated use of the discounted package, not to the support needed to learn from the missed work.
This does not prevent correction of an incorrect charge or a remedy where Internet Learning Solutions failed to provide the agreed service.
Over-the-Shoulder AI Tutor credits
Prepaid Tutor credits and credits already loaded through a subscription are allocated to the account on which they were issued. They are not transferable between accounts and are not refundable or redeemable for cash merely because a subscription ends.
Existing credits will not deliberately be removed because an FBA membership is suspended or a monthly subscription is cancelled. They remain available while the Over-the-Shoulder AI Tutor remains operational, technically viable and able to honour them.
XVC will investigate a duplicate payment, incorrect allocation or another verified billing error.
Paid Pocket Practice files
A paid Pocket Practice file is not refundable merely because the purchaser changes their mind, no longer wants it, or finds that it does not match a personal preference after the correct file has been delivered or downloaded.
A refund is not automatically due because the learner found the work too easy or difficult, preferred another teaching style, did not use the file or did not obtain the hoped-for academic result.
If the wrong file was supplied, access was never delivered, or a material technical or educational defect prevents the file from operating substantially as described, Internet Learning Solutions will investigate.
The normal first remedy is restored access, technical assistance, correction, replacement or an updated file. A refund may be appropriate where a material problem cannot reasonably be corrected or where another lawful remedy applies.
Resources included in a subscription
Where a Pocket Practice file, video, prompt or other resource forms one part of a wider subscription, a minor or correctable problem will normally be addressed through correction, replacement, restored access or technical support.
A full subscription refund is not automatically due because one included item required correction, particularly where the wider service remained available and the problem could reasonably be remedied.
A more substantial remedy may be considered where a material part of the paid service was not supplied and could not reasonably be restored or corrected.
When a refund may be considered
The same payment was processed more than once, the wrong amount was charged, or a verified payment was taken after a cancellation had already been properly completed.
The paid access, file, credits or service were not supplied and the problem could not reasonably be resolved.
A paid product or service failed substantially to operate as described and XVC could not correct, replace or restore it within a reasonable period.
A cancellation, cooling-off, refund or other consumer remedy applies and cannot lawfully be excluded.
What does not ordinarily create a refund
A refund is not ordinarily processed merely because a learner did not use the service, stopped participating, ignored remediation, changed their mind after access began, or did not obtain a particular mark or academic outcome.
A valid FBA remediation restriction, a failed bank payment, an expired card, insufficient funds or a learner’s failure to request available support does not by itself create a refund entitlement.
Each genuine billing or service problem may still be reviewed on its own facts.
Refund processing
XVC may verify the payment, account, service history, delivery record and reason for the request before approving a refund.
Where reasonably possible, an approved refund will be returned through the original payment provider or payment route.
Payment-provider and banking processing times are outside Internet Learning Solutions’ direct control. An approved refund may therefore not appear immediately.
XVC will not ask for a banking PIN, one-time password or card-security code to process an ordinary refund enquiry.
Lawful rights
Nothing on this page is intended to exclude or limit a cancellation, cooling-off, refund or other remedy that cannot lawfully be excluded or limited.
Where a particular programme, once-off purchase or service agreement contains additional terms, those terms must be read together with this policy and the XVC Terms and Conditions.
Cancel or report a billing problem
Use the email route below for subscription cancellation, duplicate charges, non-delivery or another refund enquiry. Include the account holder’s name, learner’s name, payment date and a clear explanation of the request.
