Home / Refunds
Last updated 26 August 2026. Your right to cancel, when the fee comes back, and the one decision that determines most cases.
The fee buys access to a simulated assessment. It is not a deposit, it is not held on your behalf, and it never becomes a trading balance. That matters here, because the rules on cancelling a digital service are different from the rules on returning goods.
| Cancellation | A statutory right to change your mind within 14 days, with no reason needed. Sections 3 to 5. |
|---|---|
| Discretionary refund | Money back in situations where we are not obliged to give it, but do. Section 8. |
Full refund, always. Nothing has been delivered. Write to us and the fee comes back in full — this applies wherever you live and does not depend on any of the sections below.
Whether the statutory right survives depends on what you agreed at checkout (section 6). Where it does not, we refund in full anyway, provided no order has been placed on the account and you ask within 14 days of purchase. You do not need to give a reason, and we do not deduct anything for the days the account was open.
We do this because an unused account has cost us almost nothing, and keeping a fee from someone who never traded is not a business we want to be in. It is a policy rather than a statutory right, which means we can change it — but not retrospectively: the version of this page in force on the day you bought applies to your purchase.
The service has been used for the purpose it was sold for. From this point the statutory cancellation right will normally have been lost, and any refund is discretionary.
For a distance contract you have 14 days from the day the contract is concluded to cancel a service, with no reason required.
The exception we rely on is the one for a service whose performance has begun with your express request and your acknowledgement that you will lose the right to cancel. That exception only works if we obtained that request and that acknowledgement before opening your account — see section 6.
If we never told you about the cancellation right, you are not bound by the 14 days. The period extends, and we cannot rely on any exception we failed to disclose.
Where cancellation applies, we refund within 14 days of being told.
The position is materially the same: 14 days, no reason needed, and an exception for a service already performed at your request with your acknowledgement that the right is lost.
Whether the purchase is treated as a digital service or digital content can change the detail of how the exception works, and the two are not identical. Where there is doubt we apply the reading that is more favourable to you.
Cancelling costs you nothing. There is no fee, no deduction and no penalty for exercising the right.
At checkout, separately from the general agreement to our terms and in a box that is never pre-ticked, we ask you to confirm:
You can decline, and your account still opens straight away — declining costs you no time. What changes is your position afterwards: if you decline, your right to cancel runs for the full 14 days, and if you use it we refund the fee in full, even if you have already traded on the account. If you give the confirmation, that right ends when access opens. Giving the confirmation is not a condition of buying.
We record the confirmation with a timestamp and the version of the terms you accepted, and we send it back to you in the order confirmation email. The burden of proving it is ours, not yours.
If you are not a consumer in the UK or the EU/EEA, no statutory cooling-off period applies to your purchase. Sections 3.1, 8 and 9 still do: you get a full refund if we never opened your account, and you get a refund where we failed to deliver.
This section is unusually specific, because how you paid us and how we can pay you back are not the same route. Saying "we refund to your original payment method" would be easier to write and would not be true.
Card and other everyday payment methods are handled by a third-party payment provider, not by us. You pay the provider; the provider settles the amount to us. We never see or hold your card details, and we never charge your card ourselves.
Which return route applies depends on that provider, and we will not promise one before it is true. With some providers a card payment can be reversed back to the card; with others the money reaches us by a route that cannot be reversed that way, and the refund has to be made by bank transfer to an account in your name. We tell you which one applies to your own payment when you ask for the refund. The provider in force at any time is named in the processor table on the privacy policy page.
| You paid by | What actually happened | How a refund reaches you |
|---|---|---|
| Card, via our payment provider | The provider charged your card and settled the amount to us | Depends on the provider. Back to the card where that provider supports it; otherwise by bank transfer to an account in your name, because we cannot reverse a charge we did not make. We tell you which applies before we pay. |
| Crypto, direct | You sent funds to an address we gave you | To a wallet address you confirm to us, or by bank transfer if you prefer. |
| Bank transfer | You sent funds to our account | Back to the account the payment came from. |
Because the return route is not automatic, a refund needs details from you that we do not already hold:
We ask for these after you request the refund, not before — there is no reason for us to hold your bank details until there is a payment to make.
You are refunded the amount you were charged, in the currency you were charged in.
Where a conversion happened between your payment and our receipt, the rate applied at the time of your payment is recorded on your invoice. We refund on the amount charged to you and do not pass on exchange-rate movement between then and the refund, in either direction. Where the return route itself has a cost — a bank fee, a blockchain network fee — we pay it. You receive the full amount you were charged. The one exception is a cost created by details you gave us incorrectly: if a transfer is rejected or lost because the account or wallet details you confirmed were wrong, the cost of the failed attempt is yours and we will tell you what it was before we try again.
If you paid by card, any card-scheme rights you have are against the payment provider's charge, not against a charge from us — and raising one does not reach us any faster than writing to us does. Where a payment was settled to us in cryptocurrency there is no chargeback mechanism behind it at all. See section 12.
Where a statutory cancellation applies, we refund within 14 days of being told — that is the legal deadline and we treat it as one. For every other refund we decide within 10 business days of having the details we need, and once approved payment is initiated within 5 business days. Bank transfers can take longer to appear depending on your bank and country; the deadline we control is the one for initiating payment, not the one your bank keeps.
| Operational note | Refunds on this route are made manually. That is a deliberate consequence of the payment design, not a delay tactic — and it is why we ask for bank details rather than pressing a reverse button. If we miss a deadline in this policy, say so in a complaint and we will treat it as one. |
|---|
Anything you buy in addition to the assessment fee is a separate purchase with its own cancellation position, decided by the same test as the assessment itself:
No add-on is ever pre-selected, and each one is priced before you agree to it. Cancelling the assessment cancels any unused add-on bought with it, and both are refunded together.
If you think you are owed money, come to us first. We answer refund requests on the timescales above, which is faster than a bank dispute. Starting a recall while a complaint is open does not speed anything up, and it can freeze the account while the payment provider investigates — which delays the outcome you wanted.
Email support@fundedportal.com, or write to FDO Software LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. A clear statement is enough — you do not have to use a form and you do not have to give a reason.
We confirm receipt as soon as we get it, so you have a record that the notice arrived in time.
You do not have to use this form — any clear statement works, and a plain email is enough. It is here because the law says a model form must be made available to you, and because having the wording ready saves you writing it. Copy it, fill in the square brackets, and send it to the address above.
| To: FDO Software LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Email: support@fundedportal.com I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service: Assessment / plan: [name of the plan you bought] Order reference: [order reference] Ordered on: [date of order] Access opened on: [date access was opened, if it was] Name of consumer(s): [your name] Address of consumer(s): [your address] Email used at purchase: [email] Signature: [only if you send this on paper] Date: [date] [*] Delete as appropriate. |
Sending this form is enough on its own — you do not need to explain your reasons, and we will not ask for them. We will confirm receipt in writing and tell you the refund route and the date we expect the money to leave us.
Use the complaints process. It has defined stages and response times, and it ends with a written final answer rather than a silence.
This policy is governed by the law of England and Wales. That does not remove consumer rights you have where you live, including the right to bring proceedings in the courts of your own country.