1. Refund windows at a glance
- Free trial: 14 days, free, no card. Nothing is charged, so there is nothing to refund.
- A new paid subscription: no refund window. Pro access starts the moment you pay, and you agree to that at checkout, which ends the statutory cancellation right. Section 3 explains this properly.
- An automatic renewal: 14 days. If your subscription renews and you did not want it to, contact us within 14 days of the renewal date and we will refund that renewal.
- A fault, or a service not as described: no time limit. Your statutory rights apply whenever the problem comes to light.
The windows above are our own, and they apply to subscriptions bought on our website. Where you bought inside one of our mobile apps, Apple or Google is the seller and their refund policy applies instead. Section 7 sets out who handles what.
2. The free trial
The 11+ Daily trial is 14 days, completely free, and does not ask for a card. It does not turn into a paid subscription on its own. If you decide not to subscribe, nothing is charged and there is nothing to refund. Your Pro access simply ends when the trial does.
This is why there is no refund window on a new subscription. You get a full two weeks to decide before any money is involved, without having to hand over card details first.
3. New paid subscriptions
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you would normally have 14 days to cancel a new paid subscription without giving a reason.
When you take out a paid subscription, you ask us to unlock Pro immediately, before those 14 days are up. You consent to that at checkout and acknowledge that you lose the right to cancel once we have started providing the paid subscription. That is what the tick box on the payment screen is for. Because of it, we do not offer a refund window on a new subscription purchase.
This waiver applies to each new subscription purchase. It does not apply to automatic renewals, which are covered in section 4, and it does not affect the free trial, which is free anyway.
4. Automatic renewals: 14 days
Subscriptions renew automatically until you cancel them. If a renewal goes through and you did not want it, you have 14 days from the renewal date to ask for a refund of that payment. You do not need to give a reason.
This applies to both monthly and annual plans. We would rather refund a renewal you did not want than keep money from a parent who has stopped using 11+ Daily.
5. If something is wrong with the service
Separately from all of the above, you are entitled to a refund where the law requires one, for example where 11+ Daily was not as described, was not of satisfactory quality, or was not fit for purpose. There is no time limit on this and nothing on this page affects those statutory rights.
Beyond that, we would rather hear from you than not. If something has gone wrong, if you were charged unexpectedly, or if 11+ Daily is not working for your child, contact us and we will look at it properly.
6. Cancelling a paid subscription
You can cancel at any time. Cancellation stops the next payment and takes effect at the end of the billing period you have already paid for, so you keep Pro access until then. Cancelling does not, by itself, refund the period you are currently in.
Where you cancel depends on where you subscribed. On the web, use the manage subscription link in your account. For a subscription bought inside one of our mobile apps, cancel through your Apple App Store or Google Play account, because those subscriptions are managed by Apple or Google rather than by us.
7. Who handles the refund
This depends on where you bought the subscription, because the seller differs by route.
- On our website: we are the seller. We take the payment, issue your receipt, and handle refunds ourselves. You can view your invoices, change your card or cancel from the billing section of your parent account, and you can ask us for a refund directly.
- Through the Apple App Store: Apple is the seller. Refunds are handled by Apple under Apple's policies, through your Apple account.
- Through Google Play: Google is the seller. Refunds are handled by Google under Google's policies, through your Google Play account.
You do not need to work out which of those applies before contacting us. Get in touch and we will tell you where it needs to go, and help you get there.
8. How to ask for a refund
Use our contact form or email support@11plusdaily.co.uk. Tell us the email address on the account and roughly when you were charged, and that is enough for us to find it. We aim to reply within two working days.
9. How this relates to our Terms
This page is a plain summary of the refund and cancellation position. The full contractual terms are in our Terms and Conditions, in particular the sections on subscriptions and billing, your right to cancel, and refunds. If anything here is ever unclear, the Terms are the operative wording.