Refund and Cancellation Policy

1. About this Policy

Pass the MSRA provides digital educational content and online learning services, including courses, question banks, mock examinations, revision notes, flashcards, active-recall resources, textbooks, audio and video content.

In this Policy:

• “Pass the MSRA”, “we”, “us” and “our” refer to the operator of passthemsra.com;
• “you” and “your” refer to the customer or account holder;
• “digital content” means content supplied electronically, including questions, notes, textbooks, flashcards, audio and video;
• “service” means online access to the platform, dashboards, courses, question banks and other hosted learning features;
• “plan” means a paid membership, subscription or fixed-period access package.

Questions about refunds or cancellations may be sent to:

passthemsra@gmail.com

2. Your statutory rights

Nothing in this Policy removes rights available under applicable consumer law.

Depending on the nature of the purchase, you may have rights where digital content or services:

• are not as described;
• are not of satisfactory quality;
• are not fit for a purpose made known to us;
• are not supplied with reasonable care and skill;
• cannot be repaired or restored within a reasonable period;
• cause qualifying damage to a device or other digital content.

Where digital content does not conform to the contract, the Consumer Rights Act 2015 may provide rights to repair or replacement and, in appropriate circumstances, a price reduction or refund.

3. Statutory cancellation period

Online consumers may normally have a 14-day cancellation period for distance contracts.

However, different rules apply where digital content is supplied immediately.

Where you have:

• expressly requested immediate supply of digital content before the end of the cancellation period; and
• acknowledged that your statutory cancellation right may be lost once supply begins,

your right to cancel that digital-content purchase may end when supply begins, to the extent permitted by law.

If the required consent or acknowledgement was not obtained correctly, your cancellation rights may continue.

A general Terms and Conditions checkbox should not be treated as a substitute for the specific immediate-access consent unless its wording clearly records both the request for immediate supply and the acknowledgement concerning cancellation rights.

4. Immediate access to Pass the MSRA

Access is normally activated immediately after successful registration or payment.

Because customers may immediately view or use substantial digital content, including questions, answers, explanations, notes and mock examinations, purchases will usually become non-cancellable once digital supply has begun where the required checkout consent has been obtained.

This does not affect your rights where:

5. Additional goodwill refund requests

In addition to statutory rights, we may consider a goodwill refund where all of the following apply:

• you contact us promptly after purchase;
• you have not meaningfully accessed or used paid content;
• you have not attempted questions, opened mock examinations, viewed substantial premium materials or downloaded resources;
• the request appears genuine and is not abusive or fraudulent.

A goodwill refund is discretionary and does not create an ongoing entitlement for other customers or future purchases.

We do not guarantee a refund solely because:

• you changed your mind after beginning to use the platform;
• you no longer intend to sit the examination;
• your examination date changed;
• you did not use the platform as much as expected;
• you forgot to cancel an automatic renewal;
• you found another revision provider;
• you did not achieve your desired examination or recruitment outcome;
• a lower price or promotional code later became available.

Each request will be assessed on its own circumstances and without limiting statutory rights.

6. Duplicate payments

Where the same customer is charged more than once for the same intended purchase, we will normally refund the unintended duplicate payment after verification.

Please provide:

• your name;
• account email address;
• transaction dates;
• amounts charged;
• relevant receipt, order or payment references.

A payment will not be treated as a duplicate merely because:

7. Incorrect charges

Please contact us promptly if you believe:

• the amount charged differs from the checkout price;
• you were charged twice;
• the wrong plan was activated;
• a discount shown as successfully applied was not reflected in the final charge;
• an unauthorised payment was taken.

Where an error on our part is confirmed, we may:

8. Technical access problems

Please contact us if you cannot access paid content because of a technical problem.

Before issuing a refund, we may reasonably attempt to resolve the issue by:

• correcting account access;
• resetting permissions;
• investigating the payment record;
• providing troubleshooting steps;
• restoring content access;
• extending the access period to compensate for significant disruption.

A refund or proportionate price reduction may be considered where:

• a material problem is caused by our platform;
• the paid service cannot be provided;
• the issue cannot be resolved within a reasonable period;
• the disruption substantially deprives you of the purchased access.

A refund will not normally be available where the issue is caused solely by:

• an unsupported or outdated device or browser;
• your internet connection;
• incorrect login details;
• failure to follow reasonable troubleshooting instructions;
• a third-party service outside our control;
• a temporary or minor interruption that is resolved promptly.

This does not affect any statutory remedy.

9. Faulty or misdescribed digital content

Contact us if you believe paid digital content is materially faulty, inaccessible or not as described.

We may first offer an appropriate remedy, including:

• correcting an error;
• replacing or updating the affected content;
• restoring access;
• providing an equivalent resource;
• extending your access period.

Where repair or replacement is impossible, unsuccessful or not completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction or refund under applicable law.

A minor typographical error or isolated disagreement of clinical interpretation will not necessarily make the entire platform faulty. We will nevertheless review reported concerns and correct confirmed errors where appropriate.

10. Downloadable materials

Downloadable or immediately supplied digital materials may become non-cancellable once supply begins where you have given the legally required immediate-supply consent and acknowledgement.

This may include:

• downloadable textbooks;
• PDFs;
• revision files;
• audio files;
• exported materials;
• other digital downloads.

This does not remove rights where the material is faulty, misdescribed or not supplied as agreed.

11. Automatic-renewal plans

Automatic renewal applies only where selected or agreed during checkout.

You may cancel future automatic renewal through any available account controls or by contacting:

passthemsra@gmail.com

Cancelling automatic renewal normally means:

• no further renewal payments will be taken;
• existing paid access continues until the end of the current period;
• cancellation does not retrospectively cancel a period already paid for.

A request made after a renewal payment has been taken does not automatically entitle you to a refund. We will consider:

• when the request was made;
• whether renewed access was used;
• whether a renewal notice was provided where required;
• whether the renewal was properly authorised;
• the length of the renewed term;
• applicable consumer law;
• whether a goodwill refund or proportionate refund is appropriate.

New UK subscription-contract rules are expected to introduce additional renewal cooling-off, reminder and easy-cancellation requirements. The government announced that covered consumers will receive a 14-day period after certain trial conversions and renewals of contracts lasting 12 months or more, with full or proportionate refunds depending on use. The implementation is expected from spring 2027, so this Policy and the renewal process should be reviewed before those rules take effect.

12. Cancelling automatic renewal

You may cancel automatic renewal at any time before the next renewal payment is taken.

Cancellation should not require you to wait for a narrow cancellation window.

Where online account cancellation is available, you should use that option. You may also contact us by email.

Please retain confirmation of your cancellation request.

If you email shortly before a renewal date, allow reasonable processing time. We will assess any payment taken after a valid and timely cancellation request.

13. Expired or unused access

A refund will not normally be issued solely because:

• you did not log in;
• you did not complete the courses;
• you did not use all available questions;
• you did not sit the examination;
• your access period expired;
• you forgot the end date;
• you chose not to continue revising.

Paid access is made available for the selected period whether or not every resource is used.

This does not affect statutory rights or a confirmed failure by us to supply the purchased service.

14. Examination changes and outcomes

A refund will not normally be available solely because:

• an examination date changes;
• a recruitment body changes an examination format;
• you withdraw from an application;
• you become ineligible to sit;
• you obtain a lower score than expected;
• you do not secure a preferred training post or region.

We may update resources where examination or recruitment arrangements change, but we cannot guarantee a particular outcome.

15. Account suspension or termination

Where access is suspended or terminated because of a serious breach of the Terms and Conditions, a refund will not automatically be due.

Relevant breaches may include:

• account sharing;
• copying or distributing content;
• fraudulent payments;
• improper chargebacks;
• scraping or automated extraction;
• security abuse;
• unauthorised commercial use;
• sharing confidential examination material.

Whether any refund is due will depend on:

• the nature and seriousness of the breach;
• the amount of access already provided;
• applicable consumer law;
• any loss suffered by either party;
• whether termination was proportionate.

Nothing in this section removes a statutory right.

16. Discount codes and promotional offers

Discount codes must normally be applied before payment.

We do not normally provide a refund, credit or retrospective price adjustment solely because:

• a code was not entered;
• a code had expired;
• you were not eligible;
• another promotion became available after purchase;
• a later customer received a different offer.

Purchases made with a discount remain subject to the same statutory rights as full-price purchases.

Using a discount does not remove or reduce:

• cancellation rights that still apply;
• rights relating to faulty or misdescribed content;
• rights under this Policy;
• any other mandatory legal remedy.

Where a discounted purchase is refunded, the amount will normally be based on the price actually paid, not the original undiscounted price.

We may refuse a refund request where there is reasonable evidence of:

• fraudulent code use;
• repeated purchases through multiple accounts;
• automated testing of codes;
• unauthorised resale or distribution;
• deliberate abuse of promotional conditions.

A suspected misuse decision will not override legitimate statutory rights.

17. Exchanges and plan changes

Where appropriate, we may offer to:

• move you to another access plan;
• correct an incorrectly selected plan;
• extend access;
• apply an account credit;
• replace unavailable content.

An exchange or credit will not be imposed where the law entitles you to another remedy.

Requests to change plans are considered individually and may depend on:

18. How to request a refund

Send your request to:

passthemsra@gmail.com

Include:

• your full name;
• the email address used for the account;
• your order or payment reference;
• the purchase date;
• the plan purchased;
• the reason for your request;
• any evidence of duplicate payment, technical failure or incorrect charge.

Do not send:

• your password;
• full payment-card details;
• bank-login information.

We may request reasonable additional information to confirm the payment or account ownership.

19. Refund review process

After receiving your request, we may review:

• payment records;
• the selected plan;
• checkout consent records;
• automatic-renewal settings;
• account access logs;
• use of paid resources;
• technical-support history;
• relevant communications;
• suspected fraud or abuse.

Access logs may be used only in accordance with our Privacy Policy and applicable data-protection law.

We will not refuse a valid statutory remedy merely because content has been accessed where the law still provides that remedy.

20. Refund decisions

After reviewing the request, we may:

• approve a full refund;
• approve a partial or proportionate refund;
• correct an account or payment error;
• extend access;
• offer an exchange or credit;
• reject a request with an explanation;
• ask for further information.

A goodwill decision does not alter the rights of other customers or create a binding precedent.

21. Refund payment method

Approved refunds will normally be returned to the original payment method.

We will not normally send a refund to:

• another person;
• a different card;
• an unrelated bank account;
• cryptocurrency;
• cash.

Where the original payment method is unavailable, the payment provider may require additional verification or another lawful refund method.

22. Refund processing time

We will process approved refunds without undue delay.

Once submitted by us, the time taken for the funds to appear depends on the bank, card issuer or payment provider.

This can take several working days and may occasionally take longer.

Where a statutory cancellation refund is due, applicable law may impose a specific repayment deadline. Government guidance states that refunds for cancelled distance contracts are generally required within 14 days in the relevant circumstances.

23. Chargebacks and payment disputes

Please contact us first where possible so that we can investigate a payment concern.

You retain the right to raise a legitimate dispute with your card issuer or payment provider.

However, you must not submit a dishonest or misleading chargeback, including falsely claiming that:

• you did not authorise a payment you knowingly made;
• access was not supplied when it was;
• a subscription was cancelled when it was not;
• the service was unused when substantial access occurred.

We may suspend access while a payment dispute is investigated.

Where a chargeback is resolved in our favour, access may remain restricted until the account balance is settled.

24. Fraudulent or abusive requests

We may investigate and refuse non-statutory refund requests where there is reasonable evidence of abuse, including:

• repeated purchases followed by repeated refund requests;
• creating multiple accounts;
• copying content before seeking a refund;
• discount-code abuse;
• false claims of technical failure;
• fraudulent payment activity;
• misuse of the chargeback process.

Any response will be proportionate and will not remove valid statutory rights.

25. Changes to this Policy

We may update this Policy to reflect:

• changes in law;
• changes to our services;
• changes in payment or subscription arrangements;
• improvements to our refund process;
• clarification of existing terms.

The current version will be published with an updated date.

Changes will not normally be applied retrospectively to remove a right that applied when a purchase was made.

26. Governing law

This Policy is governed by the laws of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you may also have rights to bring proceedings in the courts of the part of the United Kingdom where you live.

Consumers outside the United Kingdom may retain mandatory rights under applicable local law.

27. Contact information

Refund and cancellation enquiries should be sent to:

Pass the MSRA

London, United Kingdom

Email: passthemsra@gmail.com

Please do not send passwords or full payment-card details.