Refunds & cancellation.
How cancellation and refunds work across subscriptions and courses. Contacting a carer is free — there is no connection fee to refund.
Your statutory right, and the form
Everything below is our policy. Your legal right to cancel within 14 days sits above it and overrides anything here that is less generous. How to cancel, what you get back, and the model cancellation form.
Subscriptions
Family Unlimited, Care Vault Pro, the Family Bundle, progress summaries and the Library Pass can be cancelled at any time; access normally continues to the end of the paid period. Cancelling stops the next renewal. Any statutory cancellation or refund right described below overrides that normal position.
The first 14 days
A consumer who buys a subscription online normally has 14 days from the contract date to cancel. If you expressly ask us to start a service during that period and then cancel, the law may allow a proportionate charge for the service supplied up to cancellation. We give the required pre-contract information and contract confirmation; your statutory rights are not replaced by this page.
Courses and other digital content
A one-off course purchase normally carries the same 14-day cancellation period. That right is lost after immediate digital supply begins only if, before supply, you expressly consent to it starting and acknowledge that doing so will end the cancellation right, and our contract confirmation records both. Merely opening an account or buying a course is not, by itself, that consent and acknowledgement.
If a product is faulty or not as described
The Consumer Rights Act 2015 still applies. Digital content must be of satisfactory quality, fit for a stated purpose and as described; statutory remedies can include repair or replacement and, where the Act provides, a price reduction or refund. Services must be performed with reasonable care and skill; statutory remedies can include repeat performance or a price reduction. These rights cannot be excluded.
Refund timing
Where a statutory cancellation refund is due, we make it without undue delay and no later than 14 days after you tell us you are cancelling, using the original payment method unless you expressly agree otherwise. We do not charge a refund fee.
Payments between families and carers
Money families pay carers is agreed and settled between them directly. Chronix Health Group does not handle or arrange a carer's pay, and those payments are outside this policy.
How to cancel or ask for a refund
Use the cancellation control in your account where available, or the contact page. A person reviews refund requests. Include the account email and the charge date, but never send card details through the form.
This page is a plain-English summary, updated 23 July 2026. Your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 apply in full. Nothing here limits them.