Version: 1.1 — May 2026 | Effective date: 1 June 2026 | Last updated: 11 May 2026
This is a summary of the refund terms set out in clause 6 of our Terms of Service. Where this policy and the Terms of Service differ, the Terms of Service govern.
At a glance
- 14-day money-back guarantee on your first subscription, no questions asked.
- After 14 days, you can cancel any time — the cancellation takes effect at the end of your current billing cycle and you keep access until then. No partial or pro-rata refunds for the unused portion of a paid period.
- We refund in full or in part for genuine technical issues or billing errors at any time.
- Statutory rights under the Consumer Rights Act 2015 are unaffected.
1. The 14-day money-back guarantee
1.1 If you are unhappy with QS Guidance Notes for any reason within 14 days of your initial subscription, you may request a full refund — no questions asked.
1.2 To request a refund within the 14-day window, email hello@qsguidancenotes.com from the email address on your account. Tell us briefly that you would like a refund. You do not need to give a reason.
1.3 We will process the refund through our payment processor (Lemon Squeezy) and the refunded amount will normally appear on your statement within 5–10 business days, depending on your bank.
1.4 The 14-day window starts on the date of your initial subscription. Once we issue the refund, your access to the Service ends.
1.5 The 14-day window applies to your initial subscription only. It does not restart on subsequent monthly or annual renewals.
2. Cancelling outside the 14-day window
2.1 You can cancel at any time from your account (the Lemon Squeezy customer portal) or by emailing hello@qsguidancenotes.com.
2.2 Cancellation takes effect at the end of your current billing cycle:
- Cancel a monthly subscription mid-month → keep access to the end of that month, no further charges.
- Cancel an annual subscription mid-year → keep access to the end of that year, no further charges.
2.3 We do not refund the unused portion of a paid period. This is consistent with how most digital subscriptions work: you have already had the benefit of the period you paid for.
3. Refunds for technical or billing issues
We will refund — in full or in part as appropriate — where any of the following apply, regardless of how long you've subscribed:
3.1 Duplicate or erroneous charges. If our payment processor has billed you twice for the same period, billed you after a cancellation took effect, or otherwise charged you in error, contact us and we will refund the difference.
3.2 Extended unavailability. If the Service is unavailable to you for a materially extended period due to our fault (e.g. a multi-day outage of the library or template downloads), contact us and we will arrange a fair refund or service credit.
3.3 Service not as described. Where the Service does not match what we said it would be — for example, a guidance note we promised does not exist, or a template we said was downloadable cannot be downloaded — contact us and we will work to fix the issue or refund.
3.4 Statutory rights. Nothing in this policy or our Terms of Service limits any statutory rights you have under the Consumer Rights Act 2015 in relation to digital content that is not as described, unfit for purpose, or of unsatisfactory quality.
4. When refunds are not available
4.1 Outside the 14-day money-back guarantee, refunds are not available for:
- (a) the unused portion of a current billing cycle when you cancel ordinarily;
- (b) renewals you forgot to cancel before they were taken (we recommend reviewing your subscription before each renewal — your account dashboard shows the next renewal date);
- (c) accounts terminated for breach of our Terms of Service;
- (d) circumstances beyond our reasonable control (e.g. bank or card-issuer fees, foreign-exchange differences).
4.2 Subject always to the technical / billing exceptions in section 3 and your statutory rights.
5. How to request a refund
Email us at hello@qsguidancenotes.com with:
- the email address on your account
- whether your request is under the 14-day money-back guarantee, or relates to a technical / billing issue
- a brief description (one or two sentences) is enough
We aim to respond within 2 business days and process valid refunds within 5–10 business days thereafter.
6. Chargebacks and disputes
6.1 If you have a concern about a charge, please email us first — we are quick to refund where the request is valid, and resolving issues directly is faster than going through your bank.
6.2 Where a customer raises a chargeback or payment dispute without first contacting us, we may treat the corresponding subscription as terminated for breach pending investigation.
7. Changes to this policy
We may update this Refund Policy from time to time. Material changes will be notified to active subscribers by email at least 14 days before they take effect. The "Last updated" date at the top of this policy always reflects the most recent version.
8. Contact
Questions about a refund or this policy? Email hello@qsguidancenotes.com.
QS Guidance Notes is operated by Chiao-Lin Chen, a sole trader. This Refund Policy is provided alongside our Terms of Service and Privacy Policy.