Payment, Subscriptions & Cancellations

Frequently asked questions....and their answers

• My bank account has automatically been debited with another payment - why is this?
  All paid access to Acumen Enterprise is on a subscription basis in which payments recur either monthly or annually until you cancel your subscription.
  
  You are very clearly informed of this at every stage of the sign up process, and in confirmation emails. If you wish to cancel this subscription, it is your responsibility to do so.
  
  
• How do I cancel my subscription to stop payments being taken from my account?
  To cancel your subscription first log in to Acumen Enterprise using your chosen username and password (log in is located in the top right hand corner of any page).
  
  Once logged in you are taken to your Member Home page, where the header 'Tools' can be found.
  
  Under 'Tools' are a series of bullet points, one of which reads 'Subscription Details' - click here and follow the instructions for cancelling your subscription.
  
  
• How do I pay to use this site?
  If you haven't already registered with Acumen Enterprise then simply click on "Register now" located on the right hand side of the screen (or alternatively in the navigation bar) and follow the instructions given.
  
  If you already have an account then login (from the top right corner of any page), and in the Tools menu on your Member Home page, click on "Pay to extend your account".
  
  
• I have made a payment but don't have access - it says my log in details are incorrect - why is this?
  Please make sure that you are entering your log in details exactly as they were written whilst signing up to the site (i.e. that you are using the correct case - upper or lower).
  
  Check that you are not including any spaces/punctuation that were not included in the original. If you are definitely entering the correct log in details, then please send us your transaction ID number (found in your confirmation of payment email from WorldPay) so we can investigate this further.
  
  If you have not received any confirmation emails then this would suggest that your payment was not successful. In this case please contact your bank to find out if a transaction went through or not. If it didn’t, then please try re-registering. If it did go through please contact us ASAP.
  
  
• Can I pay by cheque or by telephone?
  We accept all the main credit/debit cards and Paypal, but we can’t take cheques or telephone orders as they are not as secure and too expensive for us to process.
  
  
• Can I get a refund?
  We will give refunds where they are genuinely deserved e.g. If our site has not delivered what it should have done.
  
  We are not however able to give refunds in circumstances that are completely down to user error or lack of attention.
  
  
• What will we not give refunds for?
  If you fail to cancel your subscription prior to the renewal date of your account. All paid membership accounts with Acumen Enterprise are on an automatically renewing basis. This is made clear when originally signing up, and if you want to cancel your subscription then it is your responsibility to do so prior to the renewal date.
  
  We don’t give refunds in circumstances that are completely down to user error or lack of attention.
  
  If you complain that our document content is not what you were looking for - whether that be for reasons of quality, or because they are predominantly UK based. You can search extensively through our documents before signing up, and we heavily promote ourselves as a UK site. We are not therefore able to make refunds for these reasons.
  
  We do however commit to being completely fair and reasonable in deciding whether to give refunds or not. If you wish to apply for a refund, then please contact us.