Synapse Academy

Refund Policy

Last Updated: October 7, 2026 Entity: Synapse Academy

 

1. POLICY OVERVIEW

We offer a 14-day refund period for purchases made directly through Synapse Academy, subject to the standard criteria below. Our MLA AKT Money Back Guarantee is a separate exception (see Section 2 below for further details). Your statutory rights are unaffected.


2. ELIGIBILITY FOR REFUND

MLA AKT Money Back Guarantee

If you fail the MLA AKT, you can claim a FULL refund for your Synapse Academy Mock Exam purchase.

There is no time restriction or usage restriction when making a claim under this section.

  • Evidence: Email a screenshot of your result from the Exam Write System or your university results page. It must clearly show your name, the assessment, date and result.
  • Refund or tokens: Approved refunds go back to the account used for the original purchase, via the original payment method. If you prefer, you can choose free Synapse tokens of equivalent value instead.
  • Authenticity: Editing or tampering with evidence to make a false refund claim is a serious breach of honesty and integrity. We will review suspected falsification. Confirmed cases will be escalated to the relevant medical school and, where applicable, the GMC.


For details on how to make a claim, please refer to Section 4 of this page.


Standard Refunds

Request a refund within 14 calendar days of purchase. The purchase must have been made directly through our website, with no significant use of the service. This includes completing a substantial number of questions, accessing a significant amount of protected content or using tokens. We assess usage from our system logs.


3. UK & EU CONSUMER RIGHTS (COOLING-OFF PERIOD)

The MLA AKT Money Back Guarantee is additional to your consumer rights and is not limited by the usage conditions in this section.

In accordance with the Consumer Contracts Regulations (UK) and relevant EU Consumer Rights Directives:

If you reside in the United Kingdom or the European Union, you have the statutory right to cancel your purchase within 14 days without providing a reason. However, this right is conditional upon the service not having been fully performed or substantially utilised. If you access digital content within this 14-day period, you acknowledge that you may lose your right to a full refund if significant value has already been consumed.

 

4. HOW TO REQUEST A REFUND

For an MLA AKT Money Back Guarantee claim, include your result evidence as described in Section 2 of this page.

To initiate a refund request , please contact our support team via email at sales@synapseacademy.co.uk.

Please include the following information to ensure your request is processed efficiently:

  1. Full Name: The name associated with the billing.
  2. Account Email: The email address linked to your Synapse Academy account.
  3. Product/Service: The specific subscription or token pack you wish to refund.
  4. Reason for Request: Brief one to two sentence description of reason for request including whether you would like to claim under the MLA AKT Money Back Guarantee scheme.

Our Customer Support Team will review your request and aims to respond with a decision within 5 business days.

 

5. PROCESSING AND TIMELINES

If your refund request is approved:

  • Method: Refunds return to the original payment method and account. For an MLA AKT guarantee claim, you may choose free tokens of equivalent value instead.
  • Timeline: Once approved, refunds are processed internally immediately. However, depending on your financial institution, it may take up to 10 business days for the funds to appear in your account.
  • Late Refunds: If you have not received your refund after 15 business days following our approval confirmation, please contact us at sales@synapseacademy.co.uk.

 

6. EXCEPTIONS AND NON-REFUNDABLE CIRCUMSTANCES

The time-limit and usage exclusions below do not apply to an eligible MLA AKT money-back guarantee claim.

  • Post-14 Days: Refund requests submitted after the 14-day window will generally be declined. Exceptions may be made in exceptional circumstances solely at the discretion of Synapse Academy management.
  • Technical Issues: In cases where technical issues prevented the proper use of the service, or in the event of extenuating personal circumstances, we may, at our discretion, offer replacement tokens in lieu of a cash refund.

 

Partial Use: Refunds are not available for partially used subscriptions once the 14-day period has elapsed.