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Cancellation and refund policy

Last updated: 30 October 2026. This policy explains when you can cancel and when refunds are available. It is written to be clear before you buy: a TheatrePass plan bundles digital study content, which is delivered in full the moment you open it, with practice services such as tutor sessions and mock interviews, and the cancellation rules below follow the consumer law that applies to each. This policy forms part of our terms of service. Nothing in it reduces your statutory rights.

The short version

  • You have a legal 14-day cooling-off period when you buy online.
  • At checkout you ask us to give you access straight away, and you expressly consent to immediate supply of the digital content and acknowledge that you lose the 14-day right to cancel it once supply begins.
  • Once you have accessed any of the content in your plan, the content part of your purchase is no longer refundable under the cooling-off rules. Question banks, model answers, mark schemes, audio tutorials and feedback reports are consumed by being read or heard, which is why the law allows this and why we state it so prominently.
  • The service parts of a plan (tutor sessions, mock interviews and Prep Lounge sessions) can still be cancelled within the 14 days. If you do, we refund the service element less a fair amount for what you have already used, worked out proportionately from your plan's price and its included tutor sessions, mock sittings and Prep Lounge sessions.
  • If you buy a plan and cancel within 14 days without having accessed any content or used any service, you receive a full refund.
  • A plan is paid once and never renews, so there is nothing to cancel to stop future payments: no further payment is ever taken.
  • If something we supply is faulty, your separate rights under the Consumer Rights Act 2015 always apply.

The legal detail

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, online purchases normally carry a 14-day right to cancel. The Regulations treat digital content differently: the right to cancel digital content not supplied on a physical medium is lost when supply begins, provided you gave express consent to immediate supply and acknowledged losing the right. Our checkout asks for exactly that consent, and your order confirmation records the words you agreed to and when. For the service elements of a plan, you ask us to start supplying them within the 14-day period; if you cancel during that period we deduct a proportionate amount for the services already used (for example tutor sessions or a completed mock interview) from the refund of the service element.

This applies to everything we sell now (interview preparation plans, moving a plan up a tier, and exam plans such as the MSRA) and to any future digital products, including revision question banks for professional examinations such as the MRCS.

What a plan includes

A plan is paid once and runs for a fixed period from the day you buy it. Its tutor sessions, mock sittings and Prep Lounge sessions are granted for the whole of that period on day one: nothing refreshes month by month, and what is unused when the plan ends is not carried over or refunded. A tutor session or a mock sitting counts the moment you press Start, even if you leave before you answer. Bonus sittings earned through the referral programme stay on your account and never expire, though they can only be used while a plan is live.

Plans do not renew

  • Every plan is a one-off purchase: you pay once, your access ends on the date shown at checkout and in your account, and no further payment is ever taken. There is no subscription and nothing to cancel to avoid a renewal.
  • If you want to continue after your plan ends, buying another plan is a new purchase with its own 14-day cooling-off period under the rules above.
  • The only other purchase available inside a plan is an upgrade to a higher plan, priced as the difference between the two plans with the same end date. An upgrade is a purchase of additional digital content and services and follows the same cooling-off rules.

Faulty or misdescribed content and services

Under the Consumer Rights Act 2015, digital content and services must be as described, fit for purpose and supplied with reasonable care and skill. If something is broken or not as described, tell us. We will repair or re-supply promptly, and where we cannot, you are entitled to an appropriate price reduction or refund. These rights are separate from the cooling-off rules and cannot be excluded.

Our fairness commitments

  • If we materially reduce what your paid plan includes during its term, you may choose a pro-rata refund of the remainder or an equivalent extension.
  • If a prolonged outage on our side stops you practising in the run-up to your interview or examination, we will offer a fair remedy such as an extension or partial refund.
  • If we terminate your account for a breach of the abuse policy involving content theft, account sharing or unlawful conduct, no refund is due for the remaining period, to the extent the law allows.

How to cancel or claim

Email hello@theatrepass.co.uk from your account email with your order reference. You may use the model cancellation form in Schedule 3 of the 2013 Regulations, but you do not have to. Approved refunds are returned to the original payment method within 14 days, normally within 5 working days. If you are considering a card chargeback, contact us first; we resolve genuine problems faster than the chargeback process does, and we contest chargebacks made after content has been accessed. Our company details are in the terms of service.