When I resubscribed last semester, I accidentally went for the Beyond package instead of the Unlimited package (even though I'm teaching Middle School, my students are ESL, and I occasionally need a phonics resource or three. So I thought to upgrade to Unlimited but could not access what I wanted. I reached out, and Emma Shaw explained that the Unlimited package I purchased was only in effect after my current subscription expired. She then guided me on the steps to follow the proper protocol when upgrading your existing account (no judgement - I didn't read the page properly) and initiated an immediate refund. The initial package I purchased's money was back in my bank account before I could even reply to her message! She was polite, helpful, kind, and did not judge me at all (no blame if she did once she got off her computer...*I* judged me!). I have been using Twinkl for about five years now, and it keeps getting better. LOVE.