Refund & Cancellation Policy
Last updated 31 Oct 2026
Refunds and Cancellations Policy
Partners Academy
Last updated: 31 October 2026
1. Introduction
This Refunds and Cancellations Policy explains your rights and our procedures for cancelling purchases, ending subscriptions, requesting refunds and resolving payment-related issues on Partners Academy.
Partners Academy is operated by KAI Holdings Ltd, a company registered in England and Wales.
We aim to provide clear pricing, fair cancellation arrangements and appropriate remedies where a product or service does not meet its description or applicable legal standards.
This policy applies to purchases made directly from KAI Holdings Ltd through Partners Academy, unless a separate agreement expressly applies.
Nothing in this policy limits or excludes any statutory rights that cannot lawfully be restricted.
2. Our Products and Services
Partners Academy offers several types of products and services, each with different cancellation arrangements.
- Free introductory courses and resources.
- Individually purchased digital training courses.
- Recurring professional community memberships.
- Courses delivered by independent instructors.
- Live webinars, workshops and educational events.
- Recorded webinars and digital learning resources.
- One-to-one consultancy, mentoring and advisory sessions.
- Other professional education and networking services.
Any additional cancellation conditions applicable to a particular product will be disclosed before purchase.
3. Your Statutory Consumer Rights
Where you purchase as a consumer, applicable consumer protection laws may give you rights to cancel certain online purchases within 14 days and obtain remedies where digital content or services are faulty, misdescribed or not supplied in accordance with the contract.
The cancellation rules differ according to whether you purchase digital content, an ongoing service, a subscription or a scheduled event.
Where the statutory right to cancel applies, the usual cancellation period for a service or digital content contract begins when the contract is concluded and lasts for 14 days, subject to the applicable legal exceptions and requirements.
Different rules may apply where a product or service is purchased for business purposes rather than as a consumer.
We will honour all applicable mandatory consumer rights regardless of any other provision in this policy.
4. Free Courses and Free Accounts
Our free introductory courses may be accessed without payment, subject to registration and the relevant account requirements.
You may stop using a free course or request closure of your free account at any time.
No refund is payable for a course or service supplied entirely free of charge.
Account closure and deletion of personal information are subject to our Privacy Policy and any applicable legal retention obligations.
5. Paid Digital Courses
5.1 Individual Course Purchases
Paid courses are generally purchased individually and provide access to the specific educational content described at the point of sale.
Unless expressly stated otherwise, purchasing a paid course does not automatically include a paid professional community membership.
Course descriptions will identify relevant access conditions, course content and any material restrictions before purchase.
5.2 Fourteen-Day Cancellation Rights
Where a statutory 14-day cancellation right applies, you may cancel your eligible digital course purchase during that period unless the right has lawfully been lost.
If you request immediate access to digital content during the cancellation period, we may ask you to:
- Give your express consent to the immediate supply of the digital content.
- Acknowledge that you will lose the statutory right to cancel once supply of that digital content begins.
We will provide the required confirmation of your agreement on a durable medium, such as email.
Where all applicable legal requirements are satisfied and supply of the digital content has begun, the statutory change-of-mind cancellation right may be lost.
Merely purchasing a course, accepting general Terms and Conditions or receiving a login does not, by itself, establish that these requirements have been satisfied.
5.3 Where Immediate Access Has Not Been Properly Authorised
If the required consent, acknowledgement or contractual confirmation has not been obtained, you may retain your statutory cancellation rights despite digital content having been supplied.
We will not impose charges or refuse a statutory refund where applicable law prohibits us from doing so.
5.4 Change-of-Mind Requests Outside Statutory Rights
Once the statutory cancellation period has expired, or a cancellation right has lawfully been lost following the start of digital content supply, we do not generally provide discretionary refunds solely because:
- You have changed your mind.
- You no longer have time to study.
- You decide the subject is no longer relevant to your interests.
- You do not complete the course.
- You expected a particular commercial or financial outcome.
- You purchased the course but later found similar information elsewhere.
We may nevertheless consider exceptional circumstances individually and may offer a discretionary refund, credit or alternative arrangement.
This section does not affect any legal remedy for faulty, misdescribed or non-conforming digital content.
6. Faulty, Inaccessible or Misdescribed Courses
We aim to ensure that courses supplied by KAI Holdings Ltd meet their published descriptions and applicable legal requirements.
If a purchased course is materially different from its description, contains a qualifying defect or cannot be accessed due to a problem for which we are responsible, please contact us.
Depending on the circumstances and applicable law, we may provide:
- Technical assistance to restore access.
- Correction or replacement of affected materials.
- An appropriate alternative course where you agree.
- A partial price reduction.
- A full refund where required by law.
We will not require you to accept store credit instead of a refund to which you are legally entitled.
Remedies will be provided within the timescales required by applicable law.
7. Courses Delivered by Independent Instructors
Partners Academy may host courses created or delivered by independent teachers, trainers, consultants and industry professionals.
Where KAI Holdings Ltd sells a course directly to you, we remain responsible for our contractual obligations and any applicable statutory consumer rights, regardless of whether an independent instructor created or delivered the content.
Independent instructors are expected to provide accurate course descriptions, appropriate educational materials and services consistent with their published commitments.
Where an instructor fails to deliver a course or materially misrepresents its contents, we may investigate and provide an appropriate remedy in accordance with the contract and applicable law.
Where a course is sold directly by an independent instructor under a separate contract, the identity of the contracting supplier and applicable refund arrangements will be clearly disclosed before purchase.
We do not permit an independent instructor's refund conditions to override statutory consumer rights.
8. Paid Community Memberships
8.1 Recurring Subscriptions
Partners Academy may offer paid community memberships billed on a recurring basis.
Before you subscribe, we will display the subscription price, billing frequency, applicable minimum commitment, renewal arrangements and cancellation procedure.
Unless otherwise stated, recurring memberships renew automatically at the end of each billing period until cancelled.
8.2 How to Cancel a Membership
You may cancel future subscription renewals through the subscription management controls provided in your account or by contacting help@partners.academy.
We will not require you to telephone us or provide an unnecessary explanation in order to cancel.
Cancellation will stop future recurring charges, subject to any clearly disclosed minimum contractual commitment and applicable law.
We will provide confirmation when your cancellation has been processed.
8.3 Access After Cancellation
Unless a statutory cancellation right, refund remedy or other applicable agreement requires otherwise, cancelling an ordinary recurring membership will normally allow you to continue using the paid membership features until the end of the billing period already paid for.
After that date, your account may revert to a free membership with reduced access.
Individually purchased courses will not automatically be cancelled merely because you end your community membership, unless the relevant course was expressly included as a subscription-only benefit.
8.4 Membership Refunds
Where a statutory cooling-off right applies, we will honour it.
If you expressly request that membership services begin during the statutory cancellation period and subsequently exercise a valid right to cancel, we may be entitled to charge a reasonable and proportionate amount for services already provided, where the law permits and the required information and consent arrangements have been satisfied.
Where services have been fully performed during the cancellation period, the cancellation right may be lost only if the applicable legal requirements have been met.
Outside applicable statutory rights and contractual remedies, subscription fees already paid are generally not refunded solely because you choose to stop using the membership before the end of a billing period.
We will consider refunds or appropriate price reductions where services have not been supplied as agreed or where required by law.
8.5 Annual Memberships
Where annual memberships are offered, the full annual price and renewal arrangements will be disclosed before purchase.
Cancellation of an annual membership will normally prevent the next renewal, while access continues until the end of the paid annual term.
Any right to an earlier refund, partial refund or termination will depend on the applicable statutory rights, contract and circumstances.
9. Subscription Renewals and Price Changes
We will clearly explain recurring payment obligations before you subscribe.
We will not impose undisclosed recurring charges.
Where a subscription price or material contractual term changes, we will provide appropriate advance notice and any cancellation rights required by law.
We will not retrospectively increase the price of a billing period that has already been paid for.
Any renewal reminders or other notices required by applicable law will be provided.
10. Webinars and Online Events
10.1 Recorded Webinars
Recorded webinars and other pre-recorded educational materials supplied as digital content are generally subject to the digital content cancellation provisions described in this policy.
10.2 Live Webinars and Workshops
Cancellation arrangements for paid live webinars and workshops will be stated before booking.
Where a statutory cancellation right applies, we will honour it. Certain bookings for leisure activities on specified dates may fall within statutory exceptions, but we will not assume that every educational webinar or workshop qualifies for such an exception.
Where no statutory or contractual refund entitlement applies, we may consider a transfer to another available session or another reasonable arrangement.
10.3 Events Cancelled by Partners Academy
If we cancel a paid event and do not provide an agreed equivalent replacement, we will offer an appropriate refund.
If an event is rescheduled, we will inform affected customers and provide the cancellation or refund options required by the applicable contract and law.
11. One-to-One Consultancy and Advisory Bookings
Partners Academy may offer individual consultancy, mentoring or advisory appointments, including sessions advertised at USD $199 per hour or another price clearly displayed at booking.
Payment may be required in advance to confirm a booking.
11.1 Customer Rescheduling and Cancellation
Subject to statutory rights, we offer the following standard appointment arrangements:
- More than 48 hours before the appointment: You may cancel for a full refund or request a rescheduled appointment.
- Between 24 and 48 hours before the appointment: You may request a rescheduled appointment without an additional fee, subject to availability.
- Less than 24 hours before the appointment: A refund or rescheduling is not guaranteed and will be considered in light of the circumstances, costs reasonably incurred and applicable law.
- Failure to attend: We may retain a reasonable amount reflecting the services reserved, costs incurred and losses caused by the missed appointment, subject to applicable law.
These are our standard commercial arrangements and do not override statutory cancellation rights or remedies.
Any cancellation charge must be fair and proportionate and must not operate as an unlawful penalty.
11.2 Statutory Cancellation Rights for Consultancy
Where an eligible consumer books consultancy online, a statutory 14-day cancellation period may apply.
If you request that the service begin during that period, we will obtain any legally required express request or consent and provide the required information.
If you validly cancel after part of the service has been supplied, a proportionate payment may be due where permitted by law.
If the service has been fully performed, the statutory cancellation right may be lost where all relevant legal conditions have been satisfied.
11.3 Cancellation by Partners Academy
If we cannot deliver a confirmed appointment, we will offer a suitable alternative date or a refund for the undelivered service.
We will not retain payment for a service that we cancel and do not provide where a refund is legally due.
12. Courses or Services Withdrawn from Sale
We may discontinue courses, replace outdated materials or remove content where necessary for legal, technical, educational or operational reasons.
Removing a course from sale does not automatically mean that existing purchasers will lose access.
Where we have made a contractual commitment to provide access for a particular period, we will honour that commitment or provide an appropriate remedy where required by law.
If a purchased course becomes permanently unavailable before the agreed access period ends, we will assess whether a replacement, price reduction or refund is appropriate.
13. Account Suspension and Termination
We may suspend or terminate accounts in accordance with our Terms and Conditions, including where there is serious fraud, unlawful activity, security abuse or a material breach of platform rules.
Any decision to withhold a refund following suspension or termination will take account of the reason for termination, the services already supplied, the contractual terms and applicable law.
We will not automatically retain all prepaid fees in circumstances where doing so would be unfair or unlawful.
Where an account is closed, we will ensure that recurring billing is appropriately addressed. We will not continue charging for a service that we have terminated without a lawful contractual basis.
14. Duplicate and Unauthorised Payments
If you believe you have been charged twice, charged an incorrect amount or billed without authorisation, please contact us promptly.
We will investigate the transaction and correct any verified billing error.
Where an unauthorised or incorrect payment has been taken, we will provide the appropriate refund or correction without unnecessary delay.
Nothing in this policy limits your rights under applicable payment services legislation or your payment provider's dispute procedures.
15. Promotional Offers, Discounts and Coupons
Courses and memberships purchased using promotional codes or discounts remain subject to applicable statutory consumer rights.
Where a refund is due, it will generally be calculated using the amount actually paid, subject to applicable law.
Promotional offers may include clearly disclosed eligibility restrictions and expiry dates.
We will not use promotional conditions to remove mandatory consumer rights.
16. Certificates, Badges and Course Completion
Course certificates and completion badges are issued according to the relevant course requirements.
Completing a course or receiving a certificate does not automatically create an additional refund entitlement.
Equally, receiving a certificate does not remove any statutory remedy that may apply because a course was faulty, misdescribed or otherwise non-compliant.
Partners Academy certificates do not represent external professional accreditation unless expressly stated.
17. How to Request a Refund
To request a refund, cancellation or billing correction, please contact:
Email: help@partners.academy
Where possible, include:
- Your full name.
- The email address associated with your account.
- The course, membership, event or service purchased.
- The order number or transaction reference.
- The date of purchase.
- A brief explanation of the issue, where relevant.
You do not need to provide a reason when exercising a statutory no-fault cancellation right.
We may request reasonable information to verify the transaction and prevent fraud.
We aim to acknowledge refund enquiries within three working days and resolve straightforward requests promptly. More complex cases may require additional investigation.
18. How Refunds Are Paid
Approved refunds will normally be returned to the original payment method unless you expressly agree to another lawful arrangement.
Where a statutory refund is due, we will comply with the applicable deadline, generally no later than 14 days after the relevant legal refund obligation arises.
We will not impose a refund administration fee where doing so is prohibited by law.
The time taken for funds to appear in your account may also depend on your bank or payment provider.
Where a purchase was made in a foreign currency, the amount returned to your account may be affected by your payment provider's exchange rates or charges. This does not reduce any refund amount we are legally required to pay.
19. International Customers
Partners Academy may provide services to customers in the United Kingdom and internationally.
This policy is based primarily on UK consumer protection requirements.
Customers located in other jurisdictions may benefit from additional mandatory cancellation, refund or consumer protection rights under the laws applicable to their purchases.
Nothing in this policy excludes those rights where they apply.
20. Business Purchases
Where a course, membership or service is purchased wholly or mainly for business purposes, consumer-specific cancellation rights may not apply.
Business purchases are governed by the relevant contractual terms and applicable law.
Any separate corporate training agreement, bulk licence or business services contract may contain its own cancellation and refund arrangements.
Such terms will be made available before the relevant agreement is concluded.
21. Model Cancellation Notice
If you wish to exercise a statutory right to cancel, you may send the following information to us by email or post. You are not required to use this exact wording.
To: KAI Holdings Ltd, trading as Partners Academy
Email: help@partners.academy
I hereby give notice that I cancel my contract for the following product or service:
Product or service: __________________________
Ordered on: _________________________________
Customer name: _____________________________
Customer address: ___________________________
Customer email: _____________________________
Date: ______________________________________
Where a statutory cancellation right applies, a clear cancellation statement sent within the relevant period is sufficient. You do not have to use this model notice.
22. Complaints and Disputes
If you are dissatisfied with a refund or cancellation decision, please contact us and explain your concerns.
We will review the circumstances, the relevant contractual terms and any applicable statutory rights.
We aim to resolve complaints fairly and without unnecessary delay.
Nothing in this policy prevents you from seeking assistance from a relevant consumer protection authority, payment provider, alternative dispute resolution body where applicable, or court of competent jurisdiction.
23. Relationship With Other Policies
This policy should be read alongside our:
Where this policy conflicts with mandatory legal rights, those rights take precedence.
24. Changes to This Policy
We may update this policy to reflect changes in our products, services, business practices or applicable law.
Changes will be published on our website with an updated revision date.
We will not retrospectively remove contractual or statutory refund rights relating to purchases already made.
25. Contact Information
KAI Holdings Ltd
Trading as Partners Academy
Gradene
Station Road
Ulceby
Lincolnshire
DN39 6UQ
United Kingdom
Registered in: England and Wales
Company Registration Number: [INSERT COMPANY NUMBER]
Email: help@partners.academy
Website: www.partners.academy
© 2026 KAI Holdings Ltd. All rights reserved.