Refund an Online Course or Coaching Programme

Online courses and coaching programmes promise a lot, but sometimes they fall short. If you've paid for a service that didn't deliver on its promises or was simply not fit for purpose, you have rights. Don't let providers tell you a 'no refund' policy overrides your statutory protections.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

Skip the writing, get your claim in 15 seconds.

We'll draft a firm, ready-to-send demand tailored to your situation. Free.

Build my claim →

Your rights

In the UK, the Consumer Rights Act 2015 states that services, including online courses and coaching, must be performed with reasonable care and skill. They must also be as described and match any information given to you by the provider. If the service fails to meet these standards, you are entitled to a repeat performance or, if that's not possible or fails, a price reduction, which can be a full or partial refund. Additionally, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have a 14-day cooling-off period to cancel an online service and receive a refund. This right can be lost if you explicitly agreed to immediate performance and acknowledged losing your cancellation right, or if the service was fully performed within the 14 days.

Step by step

1Review the provider's terms and conditions, specifically looking for their refund policy and any mention of a cooling-off period or cancellation rights.
2Gather all relevant evidence, including marketing materials, course descriptions, emails, screenshots of content, and any communication that shows the service was not as described or not delivered with reasonable care and skill.
3Contact the provider in writing, clearly stating your issue, referencing your rights under the Consumer Rights Act 2015 (and the Consumer Contracts Regulations 2013 if applicable), and explicitly requesting a full refund.
4If the provider refuses, consider escalating your complaint. You can initiate a chargeback with your bank or credit card company if you paid by card, or pursue a claim through the Small Claims Court if the amount warrants it.

What they'll say, and your comeback

“You agreed to our 'no refund' policy when you signed up.”

Comeback, Unfair terms in a contract, including 'no refund' clauses, are often unenforceable under the Consumer Rights Act 2015 if they seek to remove your statutory rights. Services must still be provided with reasonable care and skill and match their description.

“You've accessed the content, so we cannot offer a refund.”

Comeback, Accessing content does not negate your right to a refund if the service itself was not delivered with reasonable care and skill, or if it was not as described, under the Consumer Rights Act 2015. The 14-day cooling-off period may also apply if not explicitly waived.

“We don't guarantee results, the outcome is up to you.”

Comeback, While results aren't guaranteed, the *service* itself must be delivered with reasonable care and skill and match the descriptions given to me. My complaint is about the quality or description of the service, not just the outcome.

FAQ

What if the course provider is based outside the UK?

If you purchased from a UK-facing website or the provider marketed specifically to UK consumers, UK consumer law may still apply. However, enforcement can be more complex. Your bank's chargeback scheme might be your most effective route.

Can I get a refund if I just changed my mind?

Potentially, if you are within the 14-day cooling-off period granted by the Consumer Contracts Regulations 2013 and have not fully consumed the service or explicitly waived your cancellation rights. Otherwise, a change of mind usually isn't grounds for a refund unless the service was faulty.

Ready to get your money back?

Reclaim it now, free →

More money you might be owed

A self-serve tool, not a law firm. General information, not legal advice.