Refunds, Cancellations and Digital Products Policy - Please read carefully

Last updated: July 2026

This policy applies to digital products, downloadable resources, ebooks, personalised written materials, consultations, coaching sessions, support meetings and other services purchased from ADHD in Practice through adhdinpractice.uk or by direct booking.

Please read this policy carefully before purchasing or booking.

Nothing in this policy affects any statutory rights that cannot legally be excluded or restricted.

1. Digital Products and Ebooks

The digital products sold by ADHD in Practice may include:

  • ebooks;

  • downloadable guides;

  • workbooks;

  • checklists;

  • templates;

  • parent resources;

  • school-meeting preparation materials;

  • scripts;

  • printable resources;

  • digital educational materials;

  • other electronically supplied content.

These products are supplied digitally and are not physical books or goods.

Immediate access and cancellation rights

Digital products are normally made available immediately after payment or sent electronically shortly afterwards.

Before receiving immediate access, customers may be asked to confirm that:

  1. they want the digital content to be supplied immediately; and

  2. they understand that, once the download, access or supply begins, they lose the usual 14-day right to cancel.

Once a digital product has been downloaded, accessed, opened, emailed or otherwise supplied following that agreement, it cannot normally be returned and a refund will not be provided simply because:

  • the customer changed their mind;

  • the customer no longer wants or needs the product;

  • the product was purchased by mistake;

  • the customer did not read the product description;

  • the customer expected different information from that described;

  • the customer did not use the resource;

  • the customer found similar information elsewhere;

  • the customer’s circumstances changed;

  • the customer purchased the wrong digital product;

  • the customer does not have suitable software or equipment to open the file.

Customers are responsible for reading the product description and checking that the product is suitable before purchasing.

Problems accessing a download

If a customer has paid for a digital product but has not received it or cannot access the file, they should contact ADHD in Practice at:

Email: adhdinpractice@gmail.com

Please include:

  • the customer’s name;

  • the email address used for the purchase;

  • the order number, where available;

  • the name of the product;

  • a brief description of the problem.

ADHD in Practice will make reasonable efforts to resend the product, provide a replacement link or resolve a genuine technical access problem.

A technical issue that can reasonably be corrected will not automatically result in a refund.

Faulty or incorrectly described digital products

Customers should contact ADHD in Practice promptly if digital content is:

  • materially different from its description;

  • corrupted or technically defective;

  • incomplete because of an error;

  • inaccessible despite reasonable attempts to resolve the problem;

  • not supplied as agreed.

ADHD in Practice may first attempt to repair, replace or resend the digital content.

Where the problem cannot reasonably be corrected, an appropriate refund or price reduction may be provided in accordance with the customer’s legal rights.

This policy does not exclude rights relating to digital content that is faulty, not as described or otherwise fails to meet applicable legal standards.

2. Copyright and Permitted Use

All ebooks, guides, scripts, templates, workbooks and downloadable resources remain the intellectual property of ADHD in Practice or the identified copyright owner.

Unless a product description expressly states otherwise, purchase provides one customer with a personal, non-transferable licence to use the material for their own family or individual circumstances.

Digital products must not be:

  • copied for other families;

  • forwarded to friends, colleagues or professional groups;

  • uploaded to shared drives or online platforms;

  • sold or resold;

  • distributed through schools or organisations;

  • reproduced as part of another paid service;

  • altered and presented as another person’s work;

  • published on social media, websites or membership groups;

  • used commercially without written permission.

A parent may usually share a completed or relevant section with their child’s school or another professional directly involved in supporting that child, where this is reasonably necessary for the intended personal use of the resource.

Purchase does not transfer copyright or ownership.

3. General Information Versus Personalised Advice

Website articles, social-media posts, newsletters, ebooks, downloadable guides and general resources are provided for educational and informational purposes.

They do not constitute:

  • legal advice;

  • medical advice;

  • diagnosis;

  • psychological assessment;

  • occupational therapy;

  • counselling;

  • psychotherapy;

  • emergency support;

  • representation in legal proceedings;

  • a guarantee of a particular educational, medical or legal outcome.

General content cannot take account of every child’s circumstances, school context, medical history or local-authority process.

Customers should seek appropriately qualified professional or legal advice where their circumstances require it.

4. Contact Enquiries and Calls

Contacting ADHD in Practice through email, a website form, social media or telephone does not automatically create a professional relationship.

Brief administrative communication may be used to:

  • identify the service being requested;

  • discuss availability;

  • explain how a service works;

  • determine whether ADHD in Practice is likely to be suitable;

  • arrange payment or booking;

  • signpost to a more appropriate service.

Administrative contact is not a substitute for a booked consultation.

Introductory or discovery calls

Where ADHD in Practice offers a complimentary introductory call, the purpose of that call is to understand the broad nature of the enquiry and explain possible service options.

A complimentary call is not intended to provide:

  • a detailed review of documents;

  • a complete support plan;

  • personalised school strategies;

  • detailed EHCP guidance;

  • a written action plan;

  • case analysis;

  • professional liaison;

  • a diagnosis or assessment;

  • extensive advice that would ordinarily form part of a paid service.

Where an enquiry requires detailed consideration, personalised recommendations or substantial guidance, the customer may be advised to book a paid consultation.

5. Paid Consultations and Support Calls

A paid telephone, video or online appointment is a professional consultation service.

The consultation fee covers more than the number of minutes spent on the call. Depending on the service purchased, the fee may also reflect:

  • professional knowledge and experience;

  • preparation before the appointment;

  • reading information supplied in advance;

  • identifying priorities;

  • consideration of the child’s or family’s circumstances;

  • personalised guidance;

  • discussion of practical next steps;

  • meeting preparation;

  • note-taking;

  • follow-up information specifically included in the service description;

  • administrative and booking time;

  • the appointment time reserved exclusively for the customer.

A consultation provides professional guidance based on the information available at that time. It does not guarantee:

  • a diagnosis;

  • an EHCP;

  • particular school provision;

  • agreement from a school or local authority;

  • a successful complaint, appeal or application;

  • admission to a particular school;

  • a change in professional opinion;

  • a specific behavioural, emotional or academic result.

The customer remains responsible for deciding whether and how to act on the information discussed.

6. Customer Cancellation of Consultations

Customers who need to cancel or rearrange an appointment should provide as much notice as possible.

The following cancellation terms apply unless different terms were stated clearly at the time of booking.

More than 48 hours’ notice

Where more than 48 hours’ notice is given, the customer may normally choose to:

  • rearrange the appointment once without an additional fee; or

  • request a refund, less any reasonable payment-processing charges or charges for work already completed.

Any refund will take account of preparation, document review, personalised work or other services already supplied before cancellation.

Between 24 and 48 hours’ notice

Where cancellation is made between 24 and 48 hours before the appointment:

  • the appointment may normally be rearranged once, subject to availability;

  • an administration or rescheduling charge may apply;

  • a refund is not normally provided where the reserved time cannot reasonably be rebooked or preparation has already been completed.

ADHD in Practice will consider the circumstances fairly.

Less than 24 hours’ notice

Where less than 24 hours’ notice is given, the consultation fee is normally non-refundable.

This is because:

  • the appointment time has been reserved;

  • other clients may have been unable to book it;

  • preparation may already have been completed;

  • the time may not be capable of being filled at short notice.

At the discretion of ADHD in Practice, one rearrangement may be offered in exceptional circumstances.

Any discretionary rearrangement does not create an entitlement to further rearrangements or refunds.

7. Missed Appointments and Late Arrival

A customer is responsible for attending at the confirmed date and time and for using the correct telephone number or meeting link.

If a customer does not attend and has not cancelled in advance, the appointment will be treated as a missed appointment.

Missed appointments are non-refundable.

Where possible, ADHD in Practice will make a reasonable attempt to contact the customer using the details supplied.

If the customer arrives late:

  • the consultation will normally still finish at the original scheduled time;

  • the full fee remains payable;

  • additional time cannot be guaranteed;

  • a refund will not be given for time lost because of the customer’s late arrival.

If the customer is more than 15 minutes late without making contact, the appointment may be treated as missed.

8. Cancellation or Rearrangement by ADHD in Practice

Occasionally, ADHD in Practice may need to cancel or rearrange an appointment because of illness, emergency, technical failure or circumstances outside reasonable control.

Where this happens, the customer will be offered:

  • a rearranged appointment; or

  • a refund for the part of the service that has not been provided.

ADHD in Practice will not be responsible for indirect losses arising from an unavoidable cancellation, but this does not affect rights that cannot legally be excluded.

9. Consultations Beginning Within the Cancellation Period

Where a customer books an online, telephone or video consultation that will begin within 14 days of purchase, they may be asked to expressly request that the service starts during that period.

If the customer later cancels after work has begun, they may be required to pay a proportionate amount for the services already provided.

This may include:

  • preparation;

  • reading documents;

  • reviewing background information;

  • producing notes or written materials;

  • conducting part or all of the consultation;

  • other work completed at the customer’s request.

Where the service has been fully performed following the customer’s express request and acknowledgement, the right to cancel may no longer apply, subject to applicable law.

10. Personalised Written Work and Parent Scripts

Personalised written materials may include:

  • parent scripts;

  • school letters;

  • meeting questions;

  • action plans;

  • personalised summaries;

  • consultation follow-up documents;

  • document reviews;

  • EHCP preparation materials;

  • written recommendations;

  • tailored templates.

Because this work is created for an individual customer using information supplied by them, refunds are not normally available once preparation or drafting has begun.

If the customer cancels before work begins, a refund may be considered.

If work has partly been completed, ADHD in Practice may retain or charge an amount that reasonably reflects:

  • work already undertaken;

  • time reserved;

  • preparation completed;

  • administrative costs;

  • payment-processing costs.

Where a service includes one reasonable revision, this means a correction or proportionate amendment within the original agreed scope.

It does not include:

  • an entirely new document;

  • a change to the purpose of the document;

  • substantial new information supplied after completion;

  • repeated revisions;

  • legal representation;

  • unlimited editing;

  • rewriting following a change in the customer’s circumstances.

Additional work may require a further fee.

11. Packages and Multiple-Session Bookings

Where a customer purchases a package of consultations or support sessions:

  • the package is personal to the named customer or family;

  • sessions cannot normally be transferred to another person;

  • sessions must be used within any validity period stated at purchase;

  • unused sessions do not automatically qualify for a full refund;

  • sessions already used will be charged at the applicable individual-session rate before any remaining refund is calculated;

  • work already completed will be deducted from any refund;

  • discounted package pricing may no longer apply if the package is ended early.

For example, where a package was sold at a discounted rate and the customer has already used some sessions, those completed sessions may be recalculated at the standard single-session price. Any legitimate remaining balance can then be considered.

Any cancellation charge will be reasonable and will reflect actual work, reserved time and losses rather than operating as a punishment.

12. Medication, Health and Safeguarding Information

Customers are responsible for providing accurate and relevant information where it may affect the safety or suitability of a consultation.

ADHD in Practice does not prescribe medication, alter medication or provide emergency mental-health care.

Any urgent concern involving:

  • immediate danger;

  • risk of serious harm;

  • suicidal intent;

  • a medical emergency;

  • abuse or safeguarding risk;

should be directed to the appropriate emergency, medical, safeguarding or statutory service.

A consultation should not be used as a replacement for urgent assistance.

Where safeguarding concerns arise, ADHD in Practice may need to act or share relevant information in accordance with legal and professional responsibilities.

13. Dissatisfaction With a Consultation

A customer is not automatically entitled to a refund because:

  • they disagree with the guidance;

  • the advice was not what they hoped to hear;

  • a school, local authority or professional did not agree;

  • they decided not to follow the recommendations;

  • the desired outcome was not achieved;

  • the consultation confirmed that further professional input was required.

Professional consultation involves judgement and guidance rather than a guaranteed result.

However, ADHD in Practice takes genuine concerns seriously.

Customers who believe that a paid service was not delivered as described should contact ADHD in Practice within 14 days of the service and explain:

  • which service was purchased;

  • the date of the appointment;

  • what they believe was not provided;

  • what resolution they are seeking.

ADHD in Practice will review the concern fairly and may offer, where appropriate:

  • clarification;

  • correction of an error;

  • completion of an omitted element;

  • a reasonable revision;

  • a further short discussion;

  • a partial refund;

  • a full refund where legally required or clearly justified.

14. Chargebacks and Payment Disputes

Customers are asked to contact ADHD in Practice before raising a chargeback or payment dispute so that any genuine issue can be investigated.

Fraudulent or misleading chargebacks may be challenged using:

  • order records;

  • booking confirmations;

  • download records;

  • access records;

  • correspondence;

  • consultation attendance records;

  • evidence of work supplied;

  • confirmation that the customer agreed to immediate digital delivery.

This does not prevent a customer from using any lawful remedy available to them.

15. Exceptional Circumstances

ADHD in Practice recognises that families may experience emergencies, illness, bereavement and unexpected difficulties.

Where appropriate, exceptional circumstances may be considered individually.

Any refund, credit or rearrangement offered outside this policy is discretionary and does not create an obligation to provide the same outcome in another case.

16. How Refunds Are Processed

Where a refund is approved:

  • it will normally be returned to the original payment method;

  • reasonable deductions may be made for services already provided where legally permitted;

  • processing times may depend on the payment provider or bank;

  • ADHD in Practice is not responsible for delays caused by the customer’s bank or payment provider.

Customers will be informed of the amount approved and the reason for any lawful deduction.

17. Contact Details

Questions about this policy, cancellations or service concerns should be sent to:

Business: ADHD in Practice
Website: adhdinpractice.uk
Email: adhdinpractice@gmail.com

Please include the relevant order or booking details so the enquiry can be investigated efficiently.

18. Policy Changes

ADHD in Practice may update this policy to reflect changes to services, business practices or legal requirements.

The policy that applied when a customer made their purchase will normally govern that transaction, except where a change is required by law.

Checkout Agreement for Digital Products

Place the following unticked checkbox beside the purchase button for ebooks and downloadable products:

“I expressly request immediate access to this digital product and understand that once the download or digital supply begins, I will lose my 14-day right to cancel. This does not affect my rights if the digital content is faulty, not as described or cannot be supplied.”

The box should not be pre-ticked.

Booking Agreement for Consultations

Place the following unticked checkbox beside the consultation booking button:

“I have read and agree to the Refunds, Cancellations and Digital Products Policy. Where my appointment or preparation begins within 14 days of booking, I expressly request that ADHD in Practice begins providing the service during that period. I understand that I may be charged for work completed if I later cancel.”

Brief Version for Product Pages

Digital products

Due to the immediate nature of digital downloads, ebooks and downloadable resources are non-returnable once access or supply has begun and the customer has agreed to immediate delivery. This does not affect your statutory rights if digital content is faulty, not as described or cannot be supplied.

Consultations

Paid calls are professional consultation services, not informal advice calls. More than 48 hours’ notice is required to cancel or rearrange. Appointments cancelled with less than 24 hours’ notice and missed appointments are normally non-refundable. Any preparation or personalised work already completed may be charged.