Refund Policy — physmat.org

This Refund Policy explains when you can get a refund of a subscription fee you have paid for physmat.org, what is refunded, and how to ask for one. It is part of your agreement with us when you buy a paid feature and must be read alongside our Sale & Cancellation Terms (which govern the sale itself, the right to cancel, and the subscription lifecycle), our Terms of Service, and our Privacy Policy. Where this policy and the Sale & Cancellation Terms overlap, the Sale & Cancellation Terms govern the right to cancel.

This service is offered in the United Kingdom. It is not offered in the United States at this time, and we do not target US users.

Your statutory rights as a consumer come first. Nothing in this policy reduces the rights the law gives you. Where this policy is more generous than the law, the more generous term applies.

1. What this policy covers

• The platform's paid features are sold on a subscription basis and paid for through Stripe (see the Terms of Service §7 and the Sale & Cancellation Terms). The current paid feature is the optional AI tutor, an opt-in add-on that is off until purchased.
• This policy is about refunds of subscription fees paid to us. Stopping a subscription so it does not renew (cancellation for the future) is described in the Sale & Cancellation Terms; a refund is the return of money already paid, which is what this document addresses.
• This is not a refund policy for event registrations, tickets, or workshops. The platform is a subscription study service and runs no such events.

2. When a refund applies

There are up to three distinct routes to a refund. They are independent — you may qualify under one even if not under another.

2.1 Your statutory right if the service is faulty or not as described

Under the Consumer Rights Act 2015, a paid digital service must be provided with reasonable care and skill, must match its description, and the digital content must be of satisfactory quality, fit for purpose, and as described. If a paid feature you bought does not meet these standards, you have a statutory right to a remedy, which may include a repair, a re-supply, a price reduction, or a refund, depending on the circumstances. We will not ask you to give up these rights, and we will not charge you for exercising them.

2.2 Your cancellation (cooling-off) right

If you bought a subscription as a consumer at a distance (online), you may have a statutory right to cancel within a cooling-off period under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and to be refunded if you cancel within it. The length of that period, how it is counted, and how the refund is calculated are set out in the Sale & Cancellation Terms; this section does not restate or change them.

Digital-content nuance. Where you ask for a paid feature to start immediately (before the cooling-off period ends) and you acknowledge that doing so may cause you to lose the cancellation right once supply has begun, the cooling-off refund right may be reduced or lost for the part already supplied. Whether, and exactly how, this applies to our subscription — including what consent and acknowledgement we must capture at checkout, and any pro-rata position — is and is determined in the Sale & Cancellation Terms, not here. We will not treat the cooling-off right as lost unless the conditions the law requires are met.

2.3 Goodwill refunds (outside your statutory rights)

Separately from your statutory rights, we offer a discretionary goodwill refund: if you cancel within 14 days of your first subscription purchase, you may request a refund of that first payment. This goodwill window applies to a first subscription only, and not where a goodwill refund has previously been given. A goodwill refund is offered in addition to, and never instead of, the rights in §2.1 and §2.2; the absence of a goodwill refund does not affect your statutory rights.

3. What is refunded, and how it is paid back

• A refund is of the subscription fee you paid us, to the extent it is due under §2. to be confirmed
• Refunds are made through Stripe to the original payment method. We process payments through Stripe and never see or store your card number or payment-method details — Stripe holds those (see the Privacy Policy §6). Because of this, a refund can only be returned to the card or method used for the original payment; we cannot pay a refund to a different account.
• We hold only Stripe identifiers (customer and subscription references) and the status of a subscription, which we use to identify the payment to be refunded.
• Any time it takes your bank or card issuer to show the refund in your account is outside our control. to be confirmed

4. How to request a refund

• Send your request to mail@physmat.org, telling us the account email, roughly when you paid, and the reason for the request. You do not need to use any particular form of words.
• For a cooling-off cancellation, the method and any cancellation form are set out in the Sale & Cancellation Terms; contacting us at mail@physmat.org with a clear statement that you wish to cancel is sufficient.
• Processing timeline: once a refund is due, we will action it within 5–10 business days after approval. Where the law sets a maximum period for a statutory refund (for example, after a valid cooling-off cancellation), we will refund within that statutory period and the placeholder above will not be used to extend it.

5. Ending a subscription is not the same as a refund

Stopping your subscription so it does not renew prevents future charges but is not, by itself, a refund of fees already paid. Whether stopping mid-period also entitles you to money back depends on the route in §2 and is governed by the Sale & Cancellation Terms. How to stop a subscription, and what access you keep until the end of a paid period, are described there.

6. Disputes and complaints

If you are unhappy with how we have handled a refund request, contact us first at mail@physmat.org so we can try to put it right. If we cannot resolve it between us, you may be able to use an alternative dispute resolution (ADR) / ombudsman scheme (where applicable), and you retain the right to ask your bank or card issuer to reverse the payment (chargeback). This does not remove your right to pursue a remedy through other lawful means, including your statutory consumer rights.

7. Changes to this policy

We may update this policy. If we make a material change, we will tell affected users before it takes effect. A change to this policy does not reduce a refund right that had already arisen on a purchase made before the change. The "last updated" date at the top shows the current version.

8. Contact

Refund requests and questions about this policy: mail@physmat.org, phone 0775 1 2 3 5 8 13. Postal: to be confirmed. For the terms of sale and the right to cancel, see the Sale & Cancellation Terms; for general terms, see the Terms of Service.