Refund Policy
At Carnaby Creative Limited, we provide a range of digital products, consultancy, and in-person training. Because our offerings vary in nature, refund eligibility is determined by the specific product or service purchased.
1. Product-Specific Terms
| Product | Refund Terms |
|---|---|
| e-Learning | Non-refundable once course content has been accessed. By purchasing, you agree to waive your 14-day right to a refund upon first accessing the course materials. |
| Consultancy | Non-refundable if digital content has been accessed or if the service falls within the cancellation schedule outlined below. |
| In-Person Training | Subject to the cancellation schedule outlined in Section 2 below. |
| Bespoke Services | Subject to the cancellation schedule outlined in Section 2 below. |
2. In-Person Event Fees
| Notice Period | Cancellation | Rescheduling |
|---|---|---|
| More than 1 month before | Full refund | No fee |
| 1 month to 8 days before | 50% refund | 50% rescheduling fee |
| 7 days or less | No refund | 50% rescheduling fee |
3. Statutory Rights & Digital Content
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period for online purchases. However, for digital content, you acknowledge and agree that you lose this right once you access the course materials.
At the point of purchase, you will be asked to confirm that you understand and accept these terms before proceeding.
4. How to Request a Refund
To request a refund, please email enquiries@stevencarnaby.com with the following information:
- Your full name
- Proof of purchase (order confirmation or receipt)
- The product or service name
- Your reason for requesting a refund
We will review your request within 10 business days. If approved, refunds will be returned to the original payment method within 5 to 10 working days.
5. Chargebacks & Disputes
If a chargeback is filed with your payment provider, we reserve the right to contest the chargeback and provide evidence of the transaction. Access to your account and any associated course materials may be suspended while the dispute is under review.
6. Exceptional Circumstances
We understand that exceptional circumstances can arise, such as medical emergencies or bereavement. In these cases, we may consider refund requests outside of the standard terms at our sole discretion. Please contact us with supporting documentation and we will review your case sympathetically.