Refund Policy

1. Scope

This Refund Policy applies to purchases made from Student Help UK (Rajeev Sangwan) through wehelpstudents.com and our booking partner Topmate. It sits alongside your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Payment processor

All payments for mentorship sessions and digital products are collected by Topmate. Refunds — where due under this policy or under law — are also issued through Topmate to the same payment method you used at checkout.

3. Your 14-day right to cancel

If you are a consumer based in the UK/EEA, you have 14 days from purchase to cancel most online orders and receive a full refund, under the Consumer Contracts Regulations 2013. To exercise this right, email hello@wehelpstudents.com with your order details.

Two important exceptions apply:

• Services already performed. If you agreed for a mentorship session to start within the 14 days and it has been delivered, you lose the right to cancel that session (Regulation 36).
• Digital content. If you downloaded or streamed a digital product (guide, template, video) and expressly consented to immediate delivery, waiving your cancellation right, refunds are no longer available for that product (Regulation 37).

We will make it clear at checkout when either exception applies.

4. Mentorship sessions

• Cancellation by you, 24+ hours before the session: free reschedule or full refund.
• Cancellation by you, less than 24 hours before the session: one free reschedule; no cash refund unless required by law.
• No-shows: the session fee is not refunded.
• Cancellation by us: we will offer you a new time slot or a full refund at your choice.
• Technical failure on our side that prevents the session going ahead: full refund or reschedule.

5. Digital products

• Downloads and guides are generally non-refundable once accessed, provided you gave express consent at checkout to immediate delivery.
• If the product is materially defective or does not match its description, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Email us within 30 days.

6. Priority DMs & subscriptions

For time-limited Priority DM windows, refunds are pro-rated only if we fail to respond within the advertised response time. Otherwise, once the DM window has opened, the service is considered delivered.

7. Free services

Blog posts, the jobs feed and student offers are free to access and no refunds apply. Any offer code, discount or reward provided by a third-party brand is subject to that brand's own terms.

8. How to request a refund

1. Email hello@wehelpstudents.com with your order reference (from your Topmate receipt) and the reason for your request.
2. We aim to reply within 3 working days.
3. Approved refunds are processed by Topmate to the original payment method within 14 days of approval, in line with UK consumer law.

9. Chargebacks

Please contact us before opening a chargeback with your bank. Chargebacks initiated without first contacting us may lead to your account being suspended and future bookings declined.

10. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer in the UK. For general advice you can contact Citizens Advice on 0808 223 1133.