Legal

Refunds & cancellation

Last updated 23 August 2026.

The short version: unused credits come back, a failed report refunds itself automatically, and a report we got wrong is put right. The rest of this page is the detail, and your legal rights on top.

1. When a report fails — automatic, no need to ask

If a report cannot be generated, its credits are returned to your account automatically and the failure is shown on your debriefs with the reason. You do not have to ask, and you do not have to notice.

You can then try again. Trying again spends credits again, because it is a fresh report — the failed one has already refunded.

This is behaviour built into the product, not a promise made on a page.

2. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from buying to cancel a distance purchase and get your money back, without giving a reason.

For Slipstream this means:

• Credits you have bought and not spent — cancellable within 14 days of purchase for a full refund. See §4, which goes further than the law requires.
• A report you have already been given — see §3.

3. Why a delivered report is usually not refundable

A report is digital content supplied immediately. The law lets you agree to that immediate supply, and when you do — and acknowledge that doing so ends the cancellation right — the 14-day right does not apply to that report.

So: before any credits are spent you are shown the price and asked to tick a box confirming you want the report prepared straight away, and that once it has been you lose the right to cancel it. The report does not start until you do, and the date you agreed is recorded with the order.

This does not take away your rights if the report is faulty. Under the Consumer Rights Act 2015 digital content must be of satisfactory quality, fit for purpose and as described. If it is not, §5 applies and you are entitled to a repair, a replacement or a price reduction.

4. Unused credits

We go further than the 14 days:

• Unused credits you bought are refundable at any time, to the original payment method, at what you paid for them.
• Where credits were bought in a discounted top-up, a partial refund is calculated at the per-credit price you actually paid in that top-up — so refunding half the credits from a top-up returns half what it cost.
• Granted credits are not refundable in money. A starter grant or a goodwill credit was not paid for, so there is nothing to return.
• Credits received from another member through the Marketplace are not refundable in money by us — they came from a member, not from a payment to us.
• Credits do not expire while your account is open. If you close your account, tell us and we will refund unused purchased credits.

5. If a report is wrong

Reports are computed from your data, and they are not hand-reviewed before they reach you. Sometimes a figure will look wrong — and sometimes it will be wrong.

Reply to the email your report arrived with and a person will check the figure against your data. What happens next:

• If the figure was wrong, we correct it and re-issue the report at no cost. If a corrected report still cannot tell you anything useful, we refund the credits.
• If the report could not draw a conclusion because your data did not support one, that is not a fault — the report says which variable stopped it, and that is the answer it was able to give. We will explain it, and tell you what would make the next one firmer.
• If the file you uploaded was not the session you thought it was, we will help you identify it. Credits already spent on it are not automatically refunded, but tell us and we will be reasonable.

None of this replaces your Consumer Rights Act 2015 remedies, which apply whatever this page says.

6. Market purchases between members

Buying a listing on the Marketplace moves credits from you to another member immediately, and grants comparison rights straight away.

• A completed Market purchase is not reversible on request, because the rights it grants have already been supplied and another member has already been paid.
• If a listing was not what it was described as — the wrong circuit, the wrong session, or unusable data — tell us and we will refund your credits and take it up with the seller.
• If the technical purchase fails, the credits are returned in the same way as a failed report.

7. If we change or withdraw something

If we withdraw a report you have paid for and cannot supply a reasonable equivalent, or we materially change what a report includes after you bought credits for it, you may have those credits refunded in money.

If we close your account for a breach that was not deliberate, we refund unused purchased credits.

8. How to ask, and how long it takes

Email pitlane@slipstream.org.uk from your account's email address, telling us:

• what you are asking to refund — credits, or a named report;
• roughly when you bought it;
• and, if it is a report, what is wrong with it.

You do not have to use a form. If you prefer one, this is the statutory model:

We aim to reply within 5 working days. Where a refund is due, we make it within 14 days of accepting it, to the original payment method, and we do not charge a fee for it. Credits returned to your account appear immediately in your credit ledger.

Your statutory rights

Nothing on this page reduces your legal rights. For free, independent advice contact Citizens Advice (citizensadvice.org.uk, 0808 223 1133).

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