Legal · Consumer Rights Act 2015

Consumer Rights Act notice

This notice tells you what you can expect from Ally under the UK Consumer Rights Act 2015 ("the Act") and what you can do if we fall short.

1. Ally is a digital content service

The Act treats the Ally cabinet as a supply of "digital content" (Chapter 3 of the Act) together with a supply of "services" (Chapter 4). Both chapters give you statutory rights that we cannot exclude or restrict by contract.

2. Standards Ally must meet

Satisfactory quality (section 34) — the Ally cabinet, video rooms, notes and homework tracker must be free from defects that a reasonable user would not accept, taking into account price, description and any public statements we make.
Fit for purpose (section 35) — where you tell us during sign-up what you want mentorship for, the service must be suitable for that purpose.
As described (section 36) — the cabinet must match the descriptions in this notice, the plan pages, and the marketing pages.
Reasonable care and skill (section 49) — mentorship sessions must be delivered with reasonable care and skill by the mentor.
Reasonable time (section 52) — actions like booking, joining a call, and processing your data export must complete within a reasonable time.

3. What you can do if Ally falls short

If the digital content or service is not up to standard:

Repair or replacement (section 43) — you can ask us to fix the fault or provide a replacement service (for example, a replacement session with a different mentor).
Price reduction (section 44) — if repair or replacement is not possible or is not done in a reasonable time, you can ask for a reduction of up to 100% of the price.
Refund (section 45) — for pre-paid services, you can ask for a refund proportionate to the shortfall.
Right to reject (section 55 for services) — for services delivered so badly that no reasonable person would accept them, you can reject them and claim a refund.

4. Refund policy on top of the Act

Beyond your statutory rights, Ally offers a pro-rata refund on any plan within thirty (30) days of first activation, less the value of sessions consumed at ordinary session price. See the refund policy.

5. How to raise a complaint

Tell us: support@allyhub.org. We aim to acknowledge within one working day and resolve within ten. If we cannot resolve, you may escalate to:

The Chartered Trading Standards Institute for consumer-service disputes (ctsi.org.uk).
The Small Claims Court in England and Wales for monetary claims up to £10,000.
For data-protection matters only, the Information Commissioner's Office (registration ZA 947 218).

6. Statutory rights not affected

Nothing in this notice, in the terms of service, or in the refund policy, excludes or limits your statutory rights as a UK consumer under the Consumer Rights Act 2015 or any other applicable consumer-protection law.

7. Worked examples of your rights in action

Example — video connectivity fails repeatedly

You have Ally Standard. Your last three sessions have all been disrupted by video issues on our side (not your bandwidth). This is a shortfall against reasonable-care-and-skill. Under the Act you can ask for repeat performance (three replacement sessions at no charge) or a price reduction (in this case, three sessions' worth of the monthly fee). Contact support@allyhub.org to trigger either remedy.

Example — mentor no-shows

Your mentor missed a booked session without notice. This is a shortfall against reasonable-time (section 52). Ally will offer either an immediate replacement session with the same mentor (with an apology) or a refund of the session's ordinary price to your billing, at your choice. If the pattern repeats, we will proactively offer to change your mentor.

Example — feature described but not delivered

The pricing page describes Plus as including two 60-minute deep-dive sessions per month. If the cabinet does not allow you to book them, this is "not as described" (section 36). Fix: we correct the cabinet immediately and, if the shortfall has persisted, offer a price reduction proportionate to the value of the missing feature over the period affected.

8. Additional consumer-law protections

Beyond the CRA, UK consumer law gives you further rights that apply to Ally:

Consumer Contracts Regulations 2013 — 14-day cooling-off for distance contracts. Because Ally is a digital service you consent to start immediately, this right is waived by clicking "start now" — but you retain the CRA right to reject unsatisfactory service and the pro-rata refund described in our refund policy.
Unfair Terms — the CRA prohibits terms that create a significant imbalance to your detriment; if you consider anything in our terms unfair, tell us and we will review.
Digital Markets, Competition and Consumers Act 2024 — where in force, adds transparency obligations around subscription renewal and exit; Ally already follows these voluntarily (no auto-renewal on yearly plans, clear cancellation from account settings, no dark patterns).

9. Contact

AllyHub Ltd · 27 Old Gloucester Street, London WC1N 3AX, United Kingdom · Companies House 15 619 428 · VAT GB 493 617 208 · support@allyhub.org · +44 20 3695 4712.