Document Title: Refund Policy
Version: Version 1.0
Effective Date: 10/7/2026
Last Reviewed: 10/7/2026
At Silver Robin Publishing Ltd., we are committed to providing high-quality digital educational and informational content together with a fair, transparent and professional customer experience.
This Refund Policy explains when refunds may be available, how refund requests are considered and the process for requesting a refund.
It should be read alongside our:
Nothing within this Refund Policy is intended to limit or exclude any statutory rights that cannot lawfully be excluded.
This Refund Policy applies to purchases made directly through Silver Robin Publishing Ltd. for:
Unless expressly stated otherwise, this policy does not apply to purchases made through third-party retailers or distributors.
As a publisher and distributor of digital educational and informational content, the majority of our publications are supplied electronically and are made available shortly after successful payment.
Examples may include:
Because access to digital content can usually be provided immediately, refund rights differ from those that may apply to physical goods.
Where content is made available immediately after purchase, customers may be asked during the checkout process to:
This acknowledgement helps ensure that customers understand the nature of the purchase before immediate access is granted.
Nothing within this section removes or restricts any statutory rights that cannot lawfully be excluded.
4.1 General
Unless otherwise stated, one-off purchases provide the customer with ongoing access to the purchased content in accordance with our Terms and Conditions.
As immediate access is generally provided following purchase, one-off purchases are normally non-refundable once access has been granted.
4.2 Exceptions
We may consider a refund where:
Each request will be considered fairly and on its individual circumstances.
4.3 Goodwill Refunds
Nothing within this policy prevents Silver Robin Publishing Ltd. from offering a goodwill refund at its sole discretion where we believe it is fair and reasonable to do so.
Offering a goodwill refund in one circumstance does not create an obligation to provide refunds in future cases.
5.1 Initial Subscription Purchases
Customers who purchase a subscription may request a refund within 14 calendar days of their initial subscription purchase.
Refund requests should be submitted using the contact details provided at the end of this policy.
Where a refund is approved:
5.2 Subscription Renewals
Once a subscription has renewed, payments relating to subsequent billing periods are generally non-refundable unless:
Customers may cancel future subscription renewals at any time in accordance with our Terms and Conditions.
Cancellation prevents future billing but does not automatically generate a refund for subscription periods that have already commenced.
5.3 Subscription Content
As part of our publishing activities, subscription libraries may evolve over time.
Content may be:
Such changes form part of the continuing development of our publications and do not, by themselves, create a right to a refund.
If you experience difficulty accessing purchased content, we encourage you to contact us before requesting a refund.
Where a genuine technical issue exists, we will make reasonable efforts to:
Our aim is to resolve technical issues promptly and fairly.
If you accidentally purchase the same content more than once, please contact us as soon as reasonably practicable.
Where duplicate purchases can be verified, we will normally:
Customers are encouraged to review product descriptions carefully before completing a purchase.
Refunds will not normally be provided solely because:
However, we recognise that genuine mistakes can occur and may, at our discretion, consider individual circumstances where it is fair and reasonable to do so.
If you experience any concerns regarding your purchase, we encourage you to contact Silver Robin Publishing Ltd. before initiating a chargeback or payment dispute through your payment provider.
Many issues can be resolved quickly through our customer support process.
Where a chargeback is initiated, we reserve the right to provide relevant information to the payment provider for the purposes of resolving the dispute.
This may include information relating to:
Our content may be purchased by customers in countries outside the United Kingdom.
Nothing within this Refund Policy is intended to remove or restrict any mandatory consumer rights that apply under the laws of a customer's country or jurisdiction where those rights cannot lawfully be excluded.
Where local consumer protection legislation provides additional rights, those rights shall continue to apply to the extent required by applicable law.
If you believe you are entitled to a refund under this Refund Policy, please contact us using the details provided below.
To help us process your request efficiently, please include:
Providing complete information helps us investigate and resolve your request more quickly.
Each refund request is reviewed individually and fairly.
When considering a request, we may take into account factors including:
Our aim is always to reach a fair and reasonable outcome while applying this Refund Policy consistently.
Where a refund is approved, it will normally be processed using the original payment method used to complete the purchase.
Although we aim to process approved refunds promptly, the time taken for funds to appear in a customer's account depends upon the relevant payment provider or financial institution.
Most approved refunds are completed within 5 to 10 business days, although processing times may vary.
To help protect both our customers and our business, we reserve the right to investigate refund requests where fraudulent activity or misuse is reasonably suspected.
This may include reviewing:
Where fraudulent activity is identified, we reserve the right to refuse a refund where permitted by applicable law and to take any further action considered appropriate.
Nothing contained within this Refund Policy is intended to exclude, limit or replace any statutory consumer rights that cannot lawfully be excluded.
Where mandatory consumer protection legislation provides customers with additional rights, those rights shall continue to apply to the extent required by the applicable law.
This Refund Policy should be interpreted consistently with our Terms and Conditions and all applicable consumer protection legislation.
As our business develops, we may update this Refund Policy from time to time.
Updates may be made to reflect:
The latest version of this Refund Policy will always be published on our website together with its effective date.
Where changes materially affect customers, we will take reasonable steps to bring those changes to their attention where appropriate.
If you have any questions regarding this Refund Policy or would like to request a refund, please contact us using the details below.
Silver Robin Publishing Ltd.
Registered Office: 300 Ellerdine Road, Hounslow, England, TW3 2PY
Company Registration Number:
17119285
Website: www.silverrobinpublishing.com
Document Title: Refund Policy
Version: Version 1.0
Effective Date: 10/7/2026
Last Reviewed: 10/7/2026
Refund Policy