This policy is offered by BTWOP LTD and has two parts: your statutory rights, which the law gives you and which we cannot remove, and our voluntary terms, which we offer on top.
It reflects the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Digital Markets, Competition and Consumers Act 2024 and, for consumers in the EEA, the EU Consumer Rights Directive and Digital Content Directive. Nothing in this policy reduces any mandatory right you have where you live.
If you are a consumer, you can usually cancel an online purchase within 14 days without giving a reason:
- Physical products: within 14 days of receiving the goods. Return them within a further 14 days. We refund the price and standard delivery cost; you pay return postage unless the item is faulty.
- Services and sessions: within 14 days of booking. If you asked for the service to start within that period, we may deduct a proportionate amount for what was already provided. Once fully performed, the right ends.
- Digital content and courses: the right ends once access begins, only if you expressly agreed to immediate access and acknowledged losing the right at checkout.
- Dated events: leisure services for a specific date are exempt from the 14-day right.
To cancel, use Purchases & refunds in your account or email support@btwop.app with a clear statement.
- Goods: reject within 30 days for a full refund; after that, repair or replacement, then a price reduction or refund if that fails.
- Digital content: repair or replacement, or a price reduction or refund if that is not possible.
- Services: must be performed with reasonable care and skill. If not, we will arrange for it to be redone or give an appropriate price reduction.
- Sessions with specialists: the cancellation window is shown when you book. A specialist no-show is refunded in full.
- Event tickets: a cancelled event is refunded in full. Postponed or significantly changed events are reviewed individually and you may cancel for a refund.
- Subscriptions: cancel at any time; access continues to the end of the paid period. If you cancel within 14 days of first subscribing, you are refunded less a proportionate amount for any use.
- Wallet top-ups: unspent balance can be refunded on request within 14 days of the top-up. Promotional credit and points have no cash value.
- Donations: generally non-refundable once passed to a charity, but duplicate or mistaken donations reported within 14 days are reviewed. Gift Aid declarations follow HMRC rules.
Go to Purchases & refunds in your account, choose the purchase, tell us where you live and why you are asking, and add any evidence. You will see the terms that apply before you submit, and we keep a copy with your request.
Every request is decided by the B² = P team, whoever provided the item, so you always deal with us. You can also raise a case under Disputes.
We refund within 14 days of agreeing a refund (or, for returned goods, of receiving them or proof of return). Refunds go to the original payment method. Card refunds normally appear within 5–10 working days; wallet refunds are immediate. We do not charge a fee for refunds.
These terms are written for UK and EEA consumers. If you live elsewhere, we refund items that are not delivered, faulty or not as described, and duplicate charges, and we respect any additional rights your local law gives you.
We may decline requests that are clearly abusive or fraudulent, or where evidence shows the problem was caused by misuse. This never affects your statutory rights.
Please contact us before raising a chargeback so we can resolve it quickly. Where a payment is refunded or reversed, any related access, rewards and specialist earnings are reversed too.