Thank you very much for clarifying. Consumers have certain legal rights when they make a purchase for goods or services from a business seller. In these circumstances, the rights are determined by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In case you want to refer to them directly, they can be found here:
Once a purchase has been made, certain cancellation rights may apply, depending on the circumstances:
- Contracts for services entered off the trader’s premises or at a distance – a cooling off period of 14 days after the day the contract was entered into. However, in the case of digital content, if it is agreed that it can be accessed by the consumer in these first 14 days, the cooling off period is brought forward to the moment when the content is accessed.
You need to have specifically mentioned in the contract that the customer loses their cancellation rights by accessing the content. The only way the customer can then try and still cancel to get their money back is if they can show that the services were not as described and did not match what was promised, rather than simply changing their mind.