Service Level Agreement (SLA)

Service Level Agreement (SLA)

This Agreement (“the Agreement”) is made between:

Science Café Ltd, a company registered in England and Wales, company number 09081468, with its registered office at Ramscroft Stables, Chalk Lane, Withern, LN13 0LQ (“the Service Provider”),

and

You, the User or Client (“the Customer”), together referred to as “the Parties”.

Effective Date: Upon first use of the Science Café Ltd Website or upon placing an order for Services.

Last Updated: October 2026

This Agreement forms part of our Terms and Conditions. If anything in this Agreement differs from our Terms and Conditions, the Terms and Conditions take priority.

1. Plans and Payment Options

1.1 The Customer may choose one of the following plans:

Essential Plan:
(a) £18 per month, rolling monthly;
(b) £149 for 12 months, paid upfront; or
(c) £129 for access until the end of the summer 2027 exam series, paid upfront.

VIP Package:
(a) £58 per month, rolling monthly;
(b) £497 for 12 months, paid upfront, including three bonus one-to-one sessions; or
(c) £497 for 12 months, paid in 10 monthly instalments of £49.70.

1.2 Monthly plans renew automatically each month until cancelled. Billing dates are calculated from the date the free trial ends and recur monthly.

1.3 Annual and fixed-term plans (including the VIP 10-instalment option) run for their full length and do not renew automatically. We will contact the Customer before the plan ends to explain the options for continuing.

1.4 The VIP 10-instalment option totals the same as the upfront price. No interest, fees or other charges are added.

2. 14-Day Free Trial

2.1 Every plan starts with a 14-day free trial. No payment is taken during the trial.

2.2 The Customer may cancel during the trial at no cost. If the Customer does not cancel before the trial ends, the chosen plan starts and the first payment (or upfront payment) is taken automatically.

2.3 Free trials are limited to one per student.

3. Cancellation Policy

3.1 Monthly plans can be cancelled at any time. To prevent the next payment being taken, the Customer must give at least 2 days’ notice before the next billing date. If notice is given less than 2 days before the billing date, that payment may still be taken; the plan will then continue until the end of that paid period and will not renew.

3.2 Annual and fixed-term plans are a commitment for their full length once the free trial ends and cannot be cancelled partway through.

3.3 The VIP 10-instalment option cannot be cancelled. The Customer agrees to pay all 10 instalments in full, whether or not they continue to use the service.

3.4 Cancellation requests must be sent by email to [email protected].

4. Statutory Right to Cancel

4.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Customer has the right to cancel within 14 days of signing up. This period runs alongside the 14-day free trial, so cancelling within it costs nothing.

4.2 If the Customer asks for a paid service to be provided within those 14 days (for example, a one-to-one session) and then cancels, they may be charged for the service already provided.

4.3 Nothing in this Agreement affects the Customer’s statutory rights.

5. Refund Policy

5.1 Apart from the Customer’s statutory rights, no refunds are issued once a payment has been successfully processed. This includes part months, unused time on annual or fixed-term plans, and workshops or sessions not attended.

5.2 After cancelling a monthly plan, the Customer keeps access until the end of the current paid billing period.

5.3 If Science Café Ltd is unable to provide a service the Customer has paid for (for example, a workshop we cancel and cannot reschedule), we will offer a recording, a replacement session or a refund for that part of the service.

6. One-to-One Sessions and Live Workshops

6.1 One-to-one sessions must be booked in advance. Extra sessions cost £40 per session on the Essential Plan and £35 per session on the VIP Package.

6.2 To reschedule a one-to-one session, the Customer must give at least 48 hours’ notice. Sessions cancelled with less than 48 hours’ notice, or missed, will be counted as used.

6.3 The three bonus one-to-one sessions included with the VIP 12-month plan paid upfront must be used within that 12-month period. They are not included with the monthly plan or the 10-instalment option, and cannot be carried over, transferred or exchanged for money. Existing early-bird VIP customers who joined on or before 1 September 2026 keep their one-to-one sessions, whichever payment option they chose (see section 12 of our Terms and Conditions).

6.4 VIP live workshops are recorded, and recordings are available in the portal.

7. Payment Terms

7.1 Payments are taken automatically, in advance, through our approved payment processors.

7.2 If a payment or instalment fails, we will notify the Customer and try to collect it again. The Customer has 7 days from the failed payment to update their payment details and pay the amount due.

7.3 If payment is not received within 7 days, access to the platform, live workshops, tutor support and related resources may be suspended until the amount due is paid. Suspension does not remove the obligation to pay any outstanding or future instalments under an annual or instalment plan.

7.4 For existing monthly customers, we will give at least 30 days’ notice of any price change. The price of an annual, fixed-term or instalment plan will not change during the agreed term.

7.5 All prices are in pounds sterling (£) and include VAT where applicable.

8. General Terms

8.1 All content remains the intellectual property of Science Café Ltd and is for personal use only. Account logins must not be shared outside the Customer’s household.

8.2 Science Café Ltd does not guarantee specific academic outcomes or exam results.

9. Data Protection and Confidentiality

9.1 Science Café Ltd processes personal data in compliance with the UK GDPR and the Data Protection Act 2018. The Privacy Policy (available at www.sciencecafe.co.uk/privacypolicy) is integral to this Agreement.

9.2 Any confidential information exchanged between the Parties must be protected and not disclosed to third parties unless required by law.

10. Limitation of Liability

10.1 Science Café Ltd is not liable for indirect, consequential or incidental losses.

10.2 Our total liability for any claim is limited to the amount the Customer paid for the Service in question.

10.3 Nothing in this Agreement excludes liability for death or personal injury caused by negligence, fraud, or any rights the Customer has under UK consumer law.

11. Termination and Suspension

11.1 Science Café Ltd may suspend or end access if the Customer commits a material breach of this Agreement, fails to make payments as required, or misuses the resources or infringes intellectual property rights.

11.2 Otherwise, this Agreement ends when the Customer’s plan ends or is cancelled in line with section 3.

12. Notices

Any notices under this Agreement must be sent to:

Email: [email protected]

Post: Ramscroft Stables, Chalk Lane, Withern, LN13 0LQ

13. Governing Law and Dispute Resolution

13.1 This Agreement is governed by the laws of England and Wales.

13.2 The Parties submit to the exclusive jurisdiction of the courts of England and Wales.

13.3 Disputes should first be raised through Science Café Ltd’s internal complaints process before legal proceedings.

Acceptance

By signing up and making payment, the Customer confirms that they:

Understand which plan they have chosen and how long it lasts