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Refund Policy

Last Updated: January 10, 2026 Entity: Synapse Academy

 

1. POLICY OVERVIEW

At Synapse Academy, we are committed to providing high-quality digital services. We offer a 14-day refund period on all online subscriptions and digital tokens purchased directly through our website, subject to the eligibility criteria outlined below.

 

2. ELIGIBILITY FOR REFUND

To be eligible for a return of funds, your purchase must meet the following criteria:

  • Timeframe: The request must be submitted within 14 calendar days of the original purchase date.

 

  • Purchase Source: Refunds apply exclusively to digital products or subscriptions purchased directly via www.synapseacademy.co.uk. We cannot process refunds for purchases made through third-party affiliates or external app stores.

 

  • Fair Usage: You must not have made significant use of the service. Significant use is defined as completing a substantial number of questions, accessing a significant portion of the protected content, or utilising digital tokens prior to the refund request. Synapse Academy reserves the right to determine what constitutes "significant use" based on system logs.

 

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

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

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: (Optional, but appreciated for quality assurance purposes).

 

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: The refund will be credited back to the original payment method used for the purchase. We cannot refund to a different card or bank account.

 

  • 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

  • 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.