This policy explains when you can cancel and when you are (and are not) entitled to a refund. It forms part of our Terms of Service.
1. The short position
- You can cancel automatic renewal at any time and keep access until the end of the period you've already paid for.
- We do not give refunds for the unused part of a billing period, for change of mind, for not using the Platform, or for forgetting to cancel before a renewal.
- Because Levo gives you immediate access to digital content, your 14-day cooling-off right ends as soon as you start using it — you confirm and accept this at checkout (see section 3).
- Your legal rights if something is genuinely faulty or not as described are unaffected (see section 5).
2. Cancelling your subscription
2.1 You can cancel at any time by turning off automatic renewal in your account settings.
2.2 Cancelling stops your next payment. It does not end your current Subscription early: you keep full access until the end of the period you have already paid for, after which your access ends and no further payment is taken.
2.3 We do not provide partial or pro-rata refunds for time left in a billing period when you cancel — including for annual plans cancelled part-way through. You keep access for the remainder of the term you paid for.
3. The 14-day cooling-off period and why it does not usually apply
3.1 Under the Consumer Contracts Regulations 2013, consumers normally have 14 days to cancel a distance contract for a refund.
3.2 Levo provides digital content and immediate access to that content as soon as your Subscription starts. At checkout, you are asked to:
- expressly consent to Levo starting immediately, within the 14-day period; and
- acknowledge that you therefore lose your right to cancel for a refund once access has begun.
3.3 Once you have given that consent and your access has begun, the 14-day cooling-off right no longer applies and you are not entitled to a refund under it. If you subscribe but have not yet accessed any paid content, contact us within 14 days at info@levolearning.co.uk and we will honour the cooling-off refund.
4. When we do not give refunds
To be clear, and except where the law requires otherwise (section 5), we do not refund:
- change of mind after access has begun;
- not using, or under-using, the Platform;
- forgetting to cancel before an automatic renewal;
- the unused portion of a billing period after cancellation;
- dissatisfaction with exam results or grades (Levo is a study tool and does not guarantee outcomes);
- account suspension or termination caused by your breach of our Terms (for example, account sharing or misuse of Content).
5. Your rights if something is faulty — which we cannot and do not exclude
5.1 Nothing in this policy removes your statutory rights under the Consumer Rights Act 2015. If the Platform or its Content is faulty, not of satisfactory quality, or not as described, you are entitled to a remedy — which may include a repair, a re-supply, or a refund — as the law provides.
5.2 If you think something is genuinely faulty, contact us at info@levolearning.co.uk with details. We will investigate and, where your legal rights apply, put it right. Temporary interruptions, planned maintenance, or issues caused by your own device or connection are not faults in the Platform.
6. How to make a claim
Email info@levolearning.co.uk from the email address on your account, describing the issue. Where a refund is due, we process it to your original payment method, usually within 14 days of accepting the claim. Refunds are handled through our payment provider.
7. Chargebacks
If you believe a charge is wrong, please contact us first — we will resolve legitimate issues quickly. Raising a chargeback or payment dispute without contacting us, in circumstances where no refund is due under this policy, may result in your account being suspended.
8. Discretionary refunds
Any refund we give outside your legal rights is entirely at our discretion, decided case by case, and does not set a precedent or create any obligation to do the same again.
9. Changes to this policy
We may update this policy from time to time. The version that applies to your Subscription is the one in force when you subscribed or last renewed. The current version always lives at levolearning.co.uk/refunds.