Refund Policy
teique.com
Effective Date: [DATE] | Version 1.0
Supersedes the Refund Policy previously published at teique.com
1. WHAT THIS PAGE IS
1.1 This page governs cancellation and refunds for anything you buy through a Personal Account, or through a commercial account to which clauses 4.1.3 to 4.1.9 of the General Commercial Terms apply. It forms part of the Personal Account Terms and of those clauses, and you accept it when you accept the Terms that apply to your account.
1.2 This is the whole of the position, not a summary of rules kept somewhere else. Where the Personal Account Terms mention cancellation or a refund elsewhere, this page still governs, except that clause 8.7 of those Terms governs accreditation bought for professional purposes. Where this page and any other provision of the Terms that apply to your account differ, whichever is more favourable to you applies.
1.3 Every refund is made on request. Nothing on this page is paid automatically. Email support@teique.com and LPL Ltd. deals with it; clause 6 says how, and how long each side has. Where LPL Ltd. knows a refund is due to you it tells you so and invites the request, but the request is still what starts it.
1.4 Nothing here removes a right the law gives you and does not allow to be removed.
1.5 This page is for consumers. If you hold a Coach, Business, or Enterprise Account, clauses 6 and 7 of the General Commercial Terms apply to that account instead, unless you hold that account wholly or mainly outside your trade, business, craft or profession: clauses 4.1.3 to 4.1.9 of those Terms then apply this page to your purchases. If a coach or organisation bought an assessment and you took it, you bought nothing and this page does not apply to you. If somebody invited you to a compatibility assessment, you bought nothing either; clauses 6 and 6.12 of the Personal Account Terms govern your position and your own account.
1.6 Accreditation bought for the purposes of your profession is not a consumer contract. Clause 8.7 of the Personal Account Terms governs cancellation and refunds for that purchase instead of this page, and clause 8.1.2 of those Terms explains why. Where accreditation is not bought for professional purposes, this page applies to it in full.
2. YOUR LEGAL RIGHTS
2.1 When you buy from a business as a consumer, the law gives you rights. LPL Ltd. does not, and cannot, exclude them.
2.2 You have fourteen (14) days to change your mind about most online purchases. They begin on the day you place your order and end at the close of the fourteenth day after it. The confirmation email at clause 3.4 states that date.
2.2.1 What counts is when you send your email, not when LPL Ltd. reads it. Send it at any point up to the close of that fourteenth day and your cancellation stands, whenever LPL Ltd. opens it and whenever it replies. Send it after that day and the fourteen day right has gone, though clauses 2.4, 4 and 5.1 may still give you a refund.
2.3 What LPL Ltd. sells is digital content, not goods. For digital content the fourteen day right ends early only if you asked for it to be supplied straight away and confirmed that you understood you would lose the right. LPL Ltd. asks you for both at checkout and confirms them by email. If you were not asked and did not confirm, you keep the full fourteen days.
2.3.1 For a report made from a background questionnaire, LPL Ltd. asks you for both at checkout. The questionnaire is made available to you as soon as you have paid and opens when you choose to start it, so where you were asked and did confirm, your fourteen day right to cancel that purchase ends when you start it. Where you were not asked and did not confirm, clause 2.3 applies and you keep the full fourteen days. Clause 3.5.1 of the Personal Account Terms sets out what you are told before you pay.
2.4 If what you bought is faulty, not as described, or not of satisfactory quality, you have the remedies in the Consumer Rights Act 2015: repair or replacement under section 43, and where that does not fix it, a price reduction under section 44, which can be a reduction to nothing. A refund under section 45 arises where LPL Ltd. had no right to supply the content. Those apply whenever the problem appears, not only in the first fourteen days.
2.5 Nothing on this page affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
3. CANCELLING WITHIN FOURTEEN DAYS
3.1 You can cancel any purchase and receive a full refund within fourteen (14) days, provided you have not started using it.
3.2 You have started using a purchase once any of the following has happened:
(a) you have begun or completed the assessment;
(b) a report has been generated for you;
(c) you have opened or played any lecture, video, or learning module;
(d) you have started the accreditation course;
(e) for a compatibility assessment, the other person has accepted the invitation;
(f) for a report made from a background questionnaire, you have started that questionnaire. You start it by pressing the button marked to begin it. Opening your account, opening the confirmation email, and reading the page describing the report are not starting it. This is use of that report only. Where it forms part of a package, clause 3.5 does not operate on the rest until you start using another part: you may cancel the unused parts within the fourteen days and LPL Ltd. refunds the portion of the package price attributable to them, clause 3.5's exclusion of partial refunds not applying to that cancellation;
(g) for a purchase made under a Coach or Business Account to which clauses 4.1.3 to 4.1.9 of the General Commercial Terms apply, an Assessment Credit has been redeemed, an Instrument has been assigned to a candidate or administered, or a Report has been generated for a candidate.
3.2.1 Paragraphs (a) and (b) refer to the assessment and report in the purchase you are cancelling. A further or alternative report bought from an assessment completed earlier, as clause 3.1 of the Personal Account Terms allows, is a new purchase: that earlier completion and that earlier report are not use of it. Its own fourteen days run from the day you order it.
3.3 Compatibility assessments. Until the other person accepts, your funds are held and you may cancel at any time and be refunded in full. If they never accept, your fourteen days are unaffected and you keep the right for the whole of that period. Once they accept, payment is taken, both of you have access, the purchase is used, and your right to cancel ends.
3.4 What LPL Ltd. asks you at checkout. LPL Ltd. asks you to confirm two things: that you want access straight away rather than waiting fourteen days, and that you understand you lose your right to cancel once you start using the purchase. That is what allows immediate access. For a compatibility assessment, LPL Ltd. also tells you the purchase is used when the other person accepts, and asks you to confirm you understand. Where you buy a report made from a background questionnaire, that questionnaire is made available to you as soon as you have paid, opens when you choose to start it, and is the first component of the report you bought. Starting it is the supply beginning, so LPL Ltd. asks you at checkout to request it expressly and to acknowledge that your right to cancel ends when you start it. LPL Ltd. confirms your purchase, and these confirmations, by email.
3.5 Packages. Where a purchase is made up of more than one item, it is sold as a single package at a package price. Starting to use a part of it ends your right to cancel that part. It does not end your right to cancel a part you have not started using: you may cancel those within the fourteen days, and LPL Ltd. refunds the portion of the package price attributable to them, calculated by reference to its published individual prices for the items concerned. For Assessment Credits, the portion attributable to a Credit is the package price divided by the number of Credits purchased. Otherwise LPL Ltd. does not give partial or pro rata refunds. Clauses 3.2(f) and 4.7 are unaffected.
3.5.1 Where a package is cancelled within the fourteen day period without any part having been used, the full package price is refunded.
3.6 Accreditation not bought for professional purposes. Cancel within fourteen days of purchase for a full refund, provided you have not started it. Starting means opening any lecture, module, or exam within it. Clause 1.5 states when this page does not apply to accreditation at all.
4. WHEN LPL LTD. REFUNDS YOU FOR SOME OTHER REASON
Each of these is a refund you are entitled to. As clause 1.3 says, you get it by asking at support@teique.com. Where the reason is something LPL Ltd. has done, it tells you the refund is available and invites you to claim it.
4.1 LPL Ltd. cannot provide what you paid for. Full refund, whenever that becomes clear.
4.2 LPL Ltd. declines your order after taking payment. Full refund.
4.3 What you bought is faulty, not as described, or not of satisfactory quality. Clause 2.4 applies.
4.4 LPL Ltd. withdraws or materially changes something you have already bought. LPL Ltd. offers you a reasonable alternative. You may take it or refuse it, and if you refuse it LPL Ltd. refunds the part affected.
4.5 You do not accept amended terms and close your account. LPL Ltd. refunds anything you have paid for and not used.
4.6 LPL Ltd. closes your account, for any reason including your serious breach. LPL Ltd. refunds anything you have paid for and not started using, less any sum you owe it. Suspension under clause 12.2 of the Personal Account Terms is not a closure and gives rise to no refund while it lasts.
4.7 A compatibility assessment the other person does not accept. Nothing is taken from your card at all: the authorisation is released. This is the one thing on this page that needs no request from you, because no payment was ever taken.
5. WHEN NO REFUND ARISES
5.1 You have started using what you bought, or more than fourteen days have passed. Outside the fourteen day period, or after you have started using a purchase, LPL Ltd. refunds you only where clause 4 applies. Your remedies under the Consumer Rights Act 2015 where digital content is faulty, not as described, or not of satisfactory quality are unaffected by this clause: repair or replacement under section 43, and a price reduction under section 44. A refund under section 45 arises where LPL Ltd. had no right to supply the content.
5.2 You close your account yourself, having started using what you bought or the fourteen days having passed. Clauses 4.1 to 4.5 and 4.7 are unaffected: closing your account does not remove a refund you are entitled to under any of them.
5.3 Your account is deleted automatically because nobody has signed into it for sixty months, or for the shorter period you have set. A report still waiting for you is deleted with it and the price is not refunded. LPL Ltd. emails you at least thirty days beforehand, and signing in at any point prevents it. Clause 10.4.1.2 of the Personal Account Terms sets this out in full.
5.4 You bought a report made from a background questionnaire and have not completed the required fields in it. Three fields are required: your date of birth, your highest level of education completed, and what you want the assessment for, and the report cannot be produced without them. The report waits in your account and you can complete those fields at any time while your account is open. Clause 5.3 states the one circumstance in which it is lost. Nothing you decide about the optional or sensitive questions affects this, and answering "prefer not to say" to any of them still gets you your report. Clause 10.4.1.1 of the Personal Account Terms governs this.
5.5 The archive periods in clause 10.3 of the Personal Account Terms, and the legal retention periods in clause 10.5 of the General Terms of Service, are separate from anything on this page.
6. HOW TO CLAIM, AND HOW LONG IT TAKES
6.1 Email support@teique.com. That is the only route, and it is the route for every refund on this page. Say what you bought and when. You do not have to give a reason. Any clear statement that you are cancelling will do; you may use the model cancellation form at the end of this page, but you do not have to. There is no button and no automatic process: a person reads your email and deals with it.
6.2 There are two fourteen day periods and they are not the same one.
| Whose | Runs from | What it does | |
|---|---|---|---|
| Your fourteen days | Yours | The day you place the order | The time you have to send your cancellation. Clause 2.2. |
| LPL Ltd.'s fourteen days | LPL Ltd.'s | The day your email arrives | The time LPL Ltd. has to pay you. Clause 6.3. |
The second does not shorten the first. Cancelling on day fourteen is as good as cancelling on day one.
6.3 LPL Ltd. refunds you to the payment method you used, without undue delay and in any event within fourteen (14) days of the day you tell it you are cancelling.
6.4 LPL Ltd. does not charge a fee for processing a refund.
7. IF YOU ARE NOT HAPPY
7.1 Email support@teique.com and say so.
7.2 LPL Ltd. does not belong to any alternative dispute resolution or ombudsman scheme and will not use one. Clause 11.3.2 of the General Terms of Service names an approved body competent to consider a dispute of this kind and states what LPL Ltd. tells you if it cannot settle your complaint.
7.3 Clause 16 of the General Terms of Service states which courts you can use and the protection you keep if you live outside the United Kingdom.
ANNEX: MODEL CANCELLATION FORM
You only need to use this form if you want to. Any clear statement that you are cancelling will do. Complete and return it to support@teique.com, or to the postal address at clause 13.3 of the Personal Account Terms.
To: London Psychometric Laboratory Ltd., 27 Old Gloucester Street, Holborn, London WC1N 3AX, United Kingdom. Email: support@teique.com
I hereby give notice that I cancel my contract for the supply of the following service:
Description of what was purchased: ..............................................
Ordered on: .......................... Received on: ..........................
Name: ..............................................
Address: ..............................................
Signature (only if you send this on paper): ..............................................
Date: ..........................
Contact
London Psychometric Laboratory Ltd.
27 Old Gloucester Street, Holborn, London WC1N 3AX, United Kingdom
Company registration number 07447169
