The short version
Treasure Pro is digital content delivered as unlock codes. The Free plan lets learners test every subject and feature before any payment, so you know exactly what you are paying for. Once a Pro purchase is made and unlock codes are issued, the service has been delivered — so payments are non-refundable. You can still cancel future renewals at any time, and where something has genuinely gone wrong we can re-issue access codes rather than refund (see below).
Try before you pay
Every learner starts on the Free plan at no cost, with full access to practise questions, the Daily 5, Reward Shop, progress tracking and the digital tutor Treasure. There is no trial timer and no card required. We encourage parents, guardians and teachers to explore the Free plan with the learner before buying Pro, so there are no surprises after payment.
Why Pro is non-refundable
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off right does not apply to digital content once it has been delivered and the customer has consented to delivery beginning (regulation 36). Treasure Pro is delivered the moment your unlock codes are issued, and by completing payment you consent to that immediate delivery. For that reason, Pro payments are non-refundable once codes have been issued.
- If a purchase fails or no codes are issued, you will not be charged, or any charge will be reversed automatically.
- Once codes are issued, the digital service is treated as delivered and is non-refundable.
- You can cancel future renewals at any time so you are never charged again unexpectedly.
Cancelling future renewals
- Open the Plans page and use the "Manage in Stripe" button to open the customer portal.
- Cancel there in a couple of clicks. No need to contact us.
- Your Pro access continues until the end of the period you have already paid for, then your account moves back to the Free plan.
- You will not be charged again after cancellation, and your on-device progress is never lost.
Re-issuing access codes
Although Pro payments are non-refundable, we can re-issue replacement access codes so you never lose what you have paid for. We will re-issue codes, free of charge, in these situations:
- Lost, stolen or broken device — move your Pro seats to a replacement device.
- Switching devices — a learner starting on a phone and moving to a school laptop, for example.
- Code not received — payment completed but the unlock codes never arrived on the device.
- Technical error — a code that fails to redeem or a verified purchase that does not unlock Pro.
- Wrong plan by mistake — bought Parent instead of Class, or vice versa, and you tell us promptly before all seats are redeemed.
To request re-issued codes, with your purchase key from the Plans page and a short note of what happened. We aim to respond within one working day. Re-issued codes replace the originals, which are deactivated, so the total number of active seats never exceeds what you paid for.
Goodwill and errors
If we make a mistake — a double charge, a failed delivery, or a billing error on our side — we will put it right. Where re-issuing codes does not solve the problem, we may refund the affected charge at our discretion. Email us with your purchase key and we will review within one working day.
Treasure points and Reward Shop
Treasure points and Reward Shop items (stickers, books, themes) are virtual and have no monetary value. They are not refundable, exchangeable for cash, or affected by Pro refunds. Real-world treats are agreements between a learner and their family and are not refundable through us.
Free plan
The Free plan costs nothing, so there is nothing to refund. Downgrading from Pro to Free does not delete your on-device progress.
Contact
For cancellations, re-issued codes or any billing question, and include your purchase key from the Plans page.