Refund and Cancellation Policy

Last updated: 16 May 2026

This policy sets out when and how you can cancel, reschedule, or get a refund for a Surgical Steps product. It complements your statutory rights under UK consumer law and our Terms and Conditions.

1. At a glance

• Live sessions (mocks, coaching, portfolio): full refund if cancelled more than 48 hours before; 50% refund if cancelled between 24 and 48 hours before; no refund if cancelled less than 24 hours before or for a no-show.
• Crash-course weekends: full refund up to 21 days before; 50% refund 7–21 days before; no refund inside 7 days.
• Question bank: one-time purchase for 6 or 12 months. Access does not auto-renew. Non-refundable once access is granted, except as required by your statutory cooling-off right (see section 6).
• If we cancel a session for any reason: you get either a free reschedule or a full refund, your choice.

2. Mock interviews and coaching

These are live, scheduled sessions with a recent ST3 or CST appointee. Because the slot is reserved for you and the tutor is paid for their time, the refund rules are:

• More than 48 hours before the session: full refund or free reschedule.
• 24 to 48 hours before: 50% refund, or a free one-time reschedule.
• Less than 24 hours before, or no-show: no refund. We may offer a paid reschedule at our discretion.

If the session is cancelled or significantly disrupted by us (tutor illness, technical failure on our side, etc.) you can choose a free reschedule or a full refund.

3. Portfolio review

Because feedback is produced as a one-off written document:

• You may cancel and receive a full refund any time before you submit your portfolio for review.
• Once we have started writing your feedback (normally within 48 hours of submission) the work is non-refundable, but we will of course revise factual errors at no extra charge.

4. Crash-course weekends

Because crash courses involve multiple tutors and limited live capacity:

• More than 21 days before: full refund.
• 7–21 days before: 50% refund.
• Less than 7 days before, or no-show: no refund.

If we cancel the course (for example because of insufficient enrolment) you will receive a full refund within 14 days.

5. Question bank access

Each question bank — including the MRCS and FRCS exam question banks — is sold as a one-time purchase for either 6 or 12 months of access. It does not auto-renew — when your access period ends, it simply expires unless you choose to buy another period.

Because access is granted instantly on payment, the question bank is non-refundable once your account has been given access, except where the statutory cooling-off right in section 6 still applies.

If you have a genuine billing problem (for example, two charges on the same day, or a charge after you cancelled), email us and we will fix it promptly.

6. Your statutory cooling-off right

For most distance contracts in the UK you have 14 days from purchase to cancel. For digital content (the question bank), this right ends the moment you open any paid content — and by clicking through to a paid question you give us your explicit consent to start supplying immediately and acknowledge that you lose your cancellation right. We will tell you this clearly at checkout.

For services (mocks, coaching, portfolio, courses) the 14-day right runs from purchase, but if the service is scheduled and provided within those 14 days you waive the right for the portion already delivered.

7. How to request a refund

Email hello@surgicalsteps.co.uk with:

• The email address on your account;
• The product or session you are referring to;
• The date of purchase or session;
• A short reason (optional but it helps us improve).

Approved refunds are processed within 5 working days and reach your card or bank within a further 5–10 working days, depending on your provider.

8. Contact

Email hello@surgicalsteps.co.uk. We reply within one working day.