Refund & Cancellation Policy
Nexus by Cara Technology
nexusbycara.com | Cara Technology Limited | Company No. 2242098 | VAT No. GB 492 3199 23
Version 1.0 — Last updated: 26 May 2026
Our approach to refunds
We want you to have a great learning experience with Nexus. If something hasn’t worked out, this page explains when and how you can get a refund.
This is the customer-friendly summary of our refund position. For the full legal detail, please see our Terms and Conditions (clauses 9 and 10). Where there is any conflict between this page and the Terms and Conditions, the Terms and Conditions take precedence.
The short version
- Digital courses (no kit): you have 14 days from enrolment to request a refund. How much you get back depends on how much of the course you’ve accessed.
- Courses with a physical kit: the digital part follows the rules above. The kit is refundable only if returned unopened and undamaged within 14 days.
- After 14 days: no refunds, sorry.
- Bought the wrong thing? If you haven’t started the course yet, we’ll refund in full within the 14-day window. Just email us promptly.
- How to ask: email hello@nexusbycara.com with your account email and the course concerned. We’ll respond within 5 business days.
Refunds on digital-only courses
All of our courses are digital. The moment you complete checkout and we activate your account, you can immediately start learning — which means our refund window is designed to be fair while protecting against people consuming the content and then asking for their money back.
Within 14 days of enrolment, you can request a refund:
- If you haven’t accessed any course content (0% progress): full refund.
- If you’ve accessed less than 25% of the content: 50% refund.
- If you’ve accessed 25% or more of the content: no refund.
After 14 days from enrolment, no refunds are available, regardless of how much content has been accessed.
Worked examples
Example 1 — Untouched, within window
You bought a single module for £125 on Monday. By the following Friday (5 days later), you realised you’d ordered the wrong course and emailed us before logging in.
Result: 0% progress + within 14 days = full £125 refund.
Example 2 — Partial progress, within window
You bought the Brewing Sensory Analysis module for £125. You completed about 10% of the content (the introductory lessons), then realised it wasn’t quite right for your needs. You emailed us on day 9.
Result: Less than 25% accessed + within 14 days = 50% refund (£62.50 back).
Example 3 — Substantial progress, within window
You bought a module for £125. You worked through about half the content (50% progress), then decided you didn’t want to continue and asked for a refund on day 10.
Result: 25% or more accessed = no refund. You’ll keep your access for the full 90 days.
Example 4 — Outside the 14-day window
You bought a module 30 days ago. You never logged in. You ask for a refund on day 30.
Result: Outside the 14-day window = no refund. We’d recommend logging in and making the most of the access you’ve paid for.
Example 5 — Full programme purchase
You bought the Full Programme for £575. You completed all of the first module (one of three) and started the second. You ask for a refund on day 12.
Result: Across the whole programme you’ve accessed roughly 35–40% of the content, which is more than 25%. So no refund. You retain your 180-day access for all three modules.
Refunds on courses with a physical training kit
Some of our courses come with a physical training kit (containing flavour standards or other materials). These are treated separately from the digital course for refund purposes.
Digital course portion: follows the same rules as digital-only courses above (within 14 days, progress-based thresholds).
Physical kit portion: we can refund the kit price only if:
- The kit is unopened, in its original packaging, undamaged, and in saleable condition
- It’s returned to us within 14 days of delivery
- You arrange and pay for return shipping
Once a kit has been opened, used, or returned damaged, no refund of the kit price is available.
Delivery charges: non-refundable, unless the delivery failure was caused by us or our courier (in which case we’ll cover those costs).
Worked examples — kits
Example 6 — Digital and kit, both qualifying for refund
You bought a course with a kit. The kit cost £80 and the course cost £125. You realise you ordered the wrong product before opening the kit and before logging into the course. You email us within 14 days and return the unopened kit at your own cost.
Result: Full refund of £125 (digital, 0% accessed) + full refund of £80 (kit returned unopened) = £205 refunded. Original delivery and your return shipping are not refunded.
Example 7 — Digital accessed, kit unopened
You bought a course with a kit. You logged in, worked through 40% of the digital content, but never opened the kit. You request a refund on day 12.
Result: No refund on the digital portion (more than 25% accessed). The kit can still be refunded if you return it unopened within 14 days at your own cost = kit refund only.
Example 8 — Kit opened
You opened the kit, but didn’t like the contents and want a refund.
Result: Once opened, kits cannot be refunded for hygiene and safety reasons. The digital portion follows the standard digital rules above.
What about my consumer rights?
If you’re an individual buying for personal use (not a business), UK consumer law normally gives you a 14-day “cooling-off” right to cancel a purchase. However, for digital content (like online courses), this right is lost as soon as you start accessing the content, provided you’ve agreed to immediate access at checkout.
When you tick the agreement box at checkout, you’re consenting to immediate access and acknowledging that you’re waiving your automatic 14-day cancellation right under the Consumer Contracts Regulations 2013.
That said, we voluntarily offer the refund terms above, which are often more generous than the statutory minimum (particularly for untouched purchases).
If you’re a business customer, this consumer right doesn’t apply to you, but the refund terms above still do.
Other situations
Technical issues that prevent you accessing the course
If the Platform is down for an extended period, or you have a confirmed account access issue caused by us, we won’t refund — but we’ll extend your access period for free to make up for the lost time. Email us at hello@nexusbycara.com to arrange this.
Refunds when we close your account
If we close your account because you’ve seriously breached our Terms and Conditions (for example, account sharing, content theft, or assessment fraud), no refund is given for any unused access. See Terms clause 10.11 for more detail.
Group purchases
Group seats that have been enrolled against named users follow the same refund rules as individual purchases (calculated per enrolled user).
Group seats that haven’t been allocated to anyone yet are not refundable after purchase, but they remain available to allocate for up to 12 months.
Subscription cancellations
We don’t currently sell recurring subscriptions — every purchase is a one-time payment for time-limited access. So there’s nothing to cancel: your access simply expires at the end of the period and isn’t renewed.
Extensions
If you run out of time on a course but want to keep going, we don’t generally offer paid extensions or free extensions for personal reasons. The 90-day window for modules (180 days for the full programme) is designed to be generous, and we expect most learners to complete well within it. If you’d like to continue learning after expiry, you’re welcome to purchase the course again.
How to request a refund
To request a refund, email us at:
In your email, please include:
- Your account email address (so we can find your account)
- The course or programme name
- The approximate date you purchased
- A short note on why you’re requesting a refund
We aim to respond within 5 business days. If your request is approved, the refund will be issued to your original payment method within around 10 business days.
We don’t offer cash refunds or refunds to a different payment method.
If you’re not sure
If you’re unsure whether to buy because you’re not certain the course is right for you, please contact us before purchasing rather than after. We’re happy to answer questions about course content, suitability, or what’s included — it’s much easier to help you choose the right course upfront than to navigate a refund afterwards.
Email hello@nexusbycara.com and we’ll get back to you.
Version history
v1.0 — Initial Refund & Cancellation Policy. Effective 26 May 2026.