ACADEMY94 • LEGAL

REFUND & RETURNS POLICY

Last updated: 10 August 2026

This policy explains when a Consumer may cancel an Academy94 purchase, return goods or request a refund. It covers purchases made through the Academy94 website, online platform, shop and booking systems, including physical goods, lessons, courses, coaching, memberships, digital content, studio hire and dated event tickets.

This policy should be read with our Terms and Conditions, the description shown before purchase and any service-specific booking terms. Nothing in this policy excludes or limits rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Who we are and how to contact us

Academy94 Ltd, trading as Academy94 (“Academy94”, “we”, “us” or “our”), is registered in England and Wales under company number 17252681. Our registered office and principal trading address are Crown House, 94 Armley Road, Leeds, England, LS12 2EJ, United Kingdom.

For a cancellation, return or refund request, email team@academy94.co.uk or call 0113 460 4323. Please include your name, order or booking number, the affected item or service and what you would like us to do.

2. A short guide

• Faulty, damaged or misdescribed goods, digital content or services: contact us promptly. Your statutory remedies apply regardless of any change-of-mind period.
• Most physical goods bought online: a Consumer normally has 14 days after delivery to tell us they wish to cancel, followed by 14 days to return the goods.
• Services bought online: a Consumer normally has 14 days after the contract is made to cancel, subject to the rules for services requested to begin during that period.
• Digital content supplied immediately: the cancellation right may be lost once supply begins if the Consumer expressly consented to immediate supply and acknowledged that consequence.
• Tickets and other leisure services for a specific date or period: the statutory 14-day cooling-off right normally does not apply. The event terms and the cancellation provisions below apply.

3. Cancelling a distance contract

3.1 Services, courses, coaching, memberships and studio hire

Where the law provides a cancellation right, a Consumer normally has 14 days from the day after the contract is made to cancel a service purchased online or at a distance without giving a reason.

If you ask us to begin a service during that period, you expressly request early performance. If you then cancel before the service is fully performed, we may deduct or charge a proportionate amount for the service supplied up to the time you cancelled. If the service is fully performed during the cancellation period following your express request and acknowledgement, the statutory cancellation right is lost.

After any statutory cancellation right has expired or does not apply, the rescheduling, attendance, cancellation and notice rules stated in our Terms and Conditions and the relevant booking confirmation apply. Reserved lesson, coaching and studio capacity cannot always be resold at short notice.

3.2 Digital content and immediate online access

Digital content includes streamed or downloadable tutorials, videos, sample packs, templates, plugins, files and other content not supplied on a physical medium. A Consumer normally has a 14-day cancellation right unless supply begins during that period after they have expressly consented to immediate supply and acknowledged that the cancellation right will be lost.

If the required consent and acknowledgement were not obtained, we will not rely on a blanket “no refunds” rule to remove a statutory right. If digital content is faulty, does not match its description or causes qualifying damage, the remedies provided by consumer law remain available.

3.3 Memberships and subscriptions

You may cancel renewal of an Academy94 membership or subscription through the method shown in your account or by contacting us. Cancellation of renewal stops future charges but does not automatically refund a period already supplied. Any applicable 14-day statutory cancellation right, early-supply request and digital-content acknowledgement are dealt with under sections 3.1 and 3.2.

If a recurring payment is taken after an effective cancellation, or the service is not supplied as agreed, contact us so that we can investigate and provide any refund or correction due.

4. Physical goods

4.1 Change-of-mind returns

For most physical goods purchased online, a Consumer normally has 14 days from the day after delivery to tell us that they wish to cancel. After telling us, the Consumer normally has a further 14 days to return the goods.

You may inspect goods as you would in a shop, but you are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish their nature, characteristics and function. Please return goods securely, with all supplied parts and, where reasonably possible, the original packaging.

4.2 Items that cannot usually be returned for a change of mind

Legal exceptions may include:

• goods made to your specifications or clearly personalised;
• sealed goods unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
• sealed audio, video or computer software after unsealing;
• goods which become inseparably mixed with other items after delivery;
• perishable goods or goods liable to deteriorate rapidly; and
• other goods or circumstances excluded by applicable law.

An exception to change-of-mind returns does not remove your rights where goods are faulty, damaged, unsafe or not as described.

4.3 Faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and timing. If an item arrives damaged, photograph the product and packaging and contact us promptly so that we can arrange the appropriate remedy.

5. Lessons, courses, coaching and studio hire

Services must be supplied with reasonable care and skill and must match the information we provided. If a service does not meet those standards, contact us promptly. We may repeat or correct the service where that is reasonable, or provide an appropriate price reduction or refund where the law requires it.

If you can no longer attend a scheduled lesson, course session, coaching appointment or studio booking, the notice and rescheduling rules in the Terms and Conditions and your confirmation apply after any statutory cooling-off right has been addressed. A missed appointment or late cancellation is not automatically refundable because the time and facilities were reserved for you, but we will consider legal rights and any exceptional circumstances fairly.

6. Event tickets and dated leisure services

Tickets for live events and other leisure services that take place on a specific date or during a specific period are normally exempt from the statutory 14-day cooling-off right. Unless the event listing or confirmation says otherwise, a ticket is therefore not refundable simply because you change your mind or can no longer attend.

If Academy94 cancels an event, we will offer a refund of the ticket price paid or, where appropriate and with your agreement, a transfer or credit. If an event is materially rescheduled or changed, we will explain the available options. We are not responsible for separate travel, accommodation or other personal costs unless the law requires otherwise.

Where ticket transfer is permitted, contact us before transferring it so that attendee, access and emergency information can be updated. A ticket may not be resold contrary to the event terms or applicable law.

7. Gift cards, vouchers and promotional credit

Gift cards and vouchers are subject to their stated expiry, eligibility and redemption terms. They are not exchangeable for cash except where required by law. If you lawfully cancel the purchase used to obtain a gift card or voucher, any refund will normally be made to the original payment method. If a gift card was used to pay for a refunded order, we may restore the relevant value to that gift card or issue equivalent Academy94 credit.

8. How to request a cancellation, return or refund

Email team@academy94.co.uk with:

• your full name and the email address used for the order;
• the order, booking or ticket number;
• the item, service or transaction concerned;
• whether you are cancelling, reporting a fault or asking for another remedy;
• a short description of the issue; and
• photographs or other reasonable evidence where relevant.

A clear statement that you wish to cancel is sufficient where a statutory cancellation right applies. You may also use the model cancellation form set out in our Terms and Conditions, but you do not have to use that form.

9. Returning goods

After we confirm the return instructions, send the goods to the address we provide. Unless the goods are faulty, damaged, misdescribed or we agree otherwise, you are normally responsible for the direct cost of return. We recommend using a tracked service and keeping proof of posting. You remain responsible for the goods until they are delivered to us.

If we sent the wrong item, or the goods are faulty, damaged or not as described, we will provide or reimburse reasonable return arrangements where required.

10. Refund timing and method

Where a refund is due following cancellation of a distance contract, we will make it without undue delay and within the applicable legal time limit. For returned goods, we may wait until we receive the goods or you provide evidence that they have been sent back, whichever happens first.

Refunds are normally made to the original payment method. We will refund standard outbound delivery charges where the law requires it, but not the additional cost of an enhanced delivery option chosen by you. We may make a lawful deduction for diminished value caused by excessive handling or for a proportion of a service already supplied at your request.

After we issue a refund, your bank or payment provider may need additional processing time before it appears. If a confirmed refund has not appeared after the provider’s stated processing period, contact the provider first and then contact us with the order and refund details.

11. Exchanges and replacements

If an exchange or replacement is appropriate, availability may affect how quickly it can be supplied. Where the same item is unavailable, we will discuss an equivalent replacement, repair, price reduction or refund as appropriate. Change-of-mind exchanges are discretionary unless the law or the product terms provide otherwise.

12. Business Customers

Statutory Consumer cancellation rights do not apply to Business Customers. Business refunds, cancellations and returns are governed by the contract, quotation, booking confirmation and Part B of our Terms and Conditions. Nothing in this section affects any remedy expressly agreed in writing.

13. Chargebacks and disputes

Please contact us before raising a chargeback so that we have a fair opportunity to investigate and resolve the issue. This request does not prevent you from using a lawful card, finance or payment-provider dispute process. We may provide the provider with relevant order, delivery, access and communication records when responding to a dispute.

14. Changes to this policy

We may update this policy to reflect changes in our services, systems or the law. The version applying to a purchase is normally the version made available when the contract was formed, except where a change is required by law or is more favourable to you.

Need help?

Contact team@academy94.co.uk or call 0113 460 4323. We will review the circumstances against this policy, the applicable service terms and your statutory rights.