I've been charged and didn't expect it

There are three common reasons.

Your free trial ended. Personal and parent memberships start with 14 days free, then the first payment is taken unless you cancel. We email you 7 days before.

Your yearly membership renewed. Yearly memberships renew automatically, and we email you 14 days before.

You cancelled, but a payment was already due. Cancelling stops future payments, and you keep access to the end of the period you've paid for.

To stop future payments, go to Account, then Access, then "Cancel membership". If you can't sign in because you've lost access to the email address, email happytohelp@creativeeducation.co.uk from any address. Tell us the name and email address on the membership and we'll cancel it for you.

If you'd like a refund, email happytohelp@creativeeducation.co.uk within 14 days of the payment. We refund it in full as long as you haven't finished a course since it was taken. That covers a first payment after a trial you forgot to cancel, and a yearly renewal you didn't mean to keep.

Earlier monthly payments aren't refunded, but cancelling stops the next one.

If your school or agency already covers you and you paid by mistake, we'll refund you once your account is connected to them. A single course is refunded within 14 days of buying it if you haven't finished it.

If your school pays for your access, you don't need a personal membership at all. Cancel it and use your school's join code instead.

To stop a school membership renewing, the school needs to tell us 90 days before the renewal date. Email renewals@creativeeducation.co.uk.