Support & Access — FAQ

Have a question that’s not answered here? Email us at [email protected] — we aim to reply within 2 working days (Mon–Fri, excluding UK public holidays).

Access

How long do I have access to the course?
Your Individual Teacher licence gives you 2 years of access from your enrolment date.

What happens when the course content is updated?
Content is reviewed and refreshed each September. Updates are included in your licence at no extra cost. If you enrol within 8 weeks of a scheduled update, your access period is automatically extended so you get the full benefit of the new content.

I’m a school or MAT leader — can I get a licence for my whole staff?
School and MAT-wide licences are coming soon. In the meantime, email [email protected] and we’ll work with you directly on a licence that fits your school or trust.

Refunds

For full details on refunds, see our Refund and Returns Policy.

What our support covers

  • Technical issues — Moodle login, browser compatibility, account access, certificate download
  • Course content — questions about module activities, resources, or the Prompt Bible
  • School and MAT enquiries — discussing requirements ahead of a future licence
  • Purchase-related queries — receipts, order confirmation, invoicing questions

What our support doesn’t cover

  • General AI tool issues (e.g. ChatGPT or Copilot outages) — these are outside our control
  • Bespoke curriculum development or consultancy beyond the course content
  • IT infrastructure support for your school’s own devices or network

In-person and remote school visits

We offer short presentations and briefing sessions for schools and MATs considering NexisLearn for their staff.

What’s included:

  • A live walkthrough of the platform and course content
  • How the course addresses DfE generative AI guidance
  • Q&A for SLT, CPD leads, or whole-staff groups

Availability:

  • In-person: currently within the South West of England
  • Remote (Teams or Zoom): available nationally
  • Typically 45–60 minutes — good for INSET days, twilight sessions, or leadership meetings

How to request one: Email [email protected] with the subject “School Visit Request,” including your school/trust name, preferred format, and 2–3 possible dates. We’ll confirm within 2 working days.

Your data

We collect only what’s needed to run the course and issue certificates — we never sell or share your data for marketing. Full details are in our Privacy Policy.

Contact

General enquiries[email protected]
Refund requests[email protected] — subject: Refund Request
School visit requests[email protected] — subject: School Visit Request
Response timeWithin 2 working days (Mon–Fri, excluding UK public holidays)

NexisLearn | nexislearn.co.uk | Taunton, Somerset

Note for Asif — not for publication: This page intentionally avoids restating anything covered in the Refund and Returns Policy, Privacy Policy, or T&Cs — it links out to them instead, so there’s only ever one place to update each policy. The renewal-discount percentage from the old draft has been dropped entirely here since it wasn’t confirmed; add it back once you’ve decided the real figure, ideally in the T&Cs (Section 1) rather than here, since that’s the more permanent legal home for licence terms.