1. Before Purchasing

Please review the product page carefully before completing a purchase, including:

• Course level and contents;
• Access period;
• Device and operating-system requirements;
• Whether the item is a course, download, application, membership or instalment plan;
• Language and prerequisite requirements;
• Included AI tools or services; and
• Whether the product includes live instruction, tutoring or VR access.

Contact us before purchasing if you are uncertain whether a product is suitable for your device, level or learning needs.

2. Fourteen-Day Course Refund Period

A first-time purchase of a self-paced course or course bundle may be eligible for a refund when all of the following conditions are met:

1. The request is submitted within 14 calendar days of the original purchase;
2. Less than approximately 20% of the purchased course or bundle has been accessed or completed;
3. The course has not been completed;
4. A certificate has not been issued;
5. Downloadable materials have not been accessed or downloaded in substantial quantity;
6. The account has not been shared;
7. There is no evidence that content has been copied, recorded or distributed; and
8. The request is made by the original purchaser.

We may review course progress, download history, login activity and tool usage when assessing eligibility.

A learner is not required to provide a lengthy justification, but we may request enough information to identify the purchase and understand the issue.

3. Downloadable Digital Products

Due to their immediate and reproducible nature, the following are ordinarily non-refundable after the file or access link has been delivered, opened or downloaded:

• Ebooks;
• Workbooks;
• Worksheets;
• Printable materials;
• Vocabulary resources;
• Answer keys;
• Audiobooks;
• Downloadable videos;
• Digital templates; and
• Other standalone downloadable products.

A remedy may still be available where a file is defective, materially different from its description or cannot be delivered and we are unable to provide a working replacement.

4. Software and Applications

Software and downloadable applications are ordinarily non-refundable after the download link, application or licence has been delivered.

Refunds will not normally be issued because:

• The purchaser did not review the operating-system requirements;
• A macOS product was purchased for a Windows device;
• The purchaser’s device does not meet disclosed requirements;
• Third-party security settings prevent installation;
• The purchaser changed their mind after receiving the software; or
• The purchaser no longer wishes to use the application.

Contact us if the application is defective or cannot be activated on a compatible device. We will first attempt reasonable troubleshooting, repair, replacement or redelivery.

5. AI Tools, Assessments and Generated Reports

Fees for an assessment, AI-generated report, customized output or usage-based tool are non-refundable after the assessment has been submitted or the requested output has been generated, except where:

• The service failed to generate the purchased output;
• A duplicate charge occurred; or
• The service was materially defective and we could not correct the problem.

Dissatisfaction with an estimated level, score or AI-generated response does not by itself establish eligibility for a refund.

6. Memberships and Recurring Subscriptions

Memberships and subscriptions may be cancelled at any time before the next renewal date.

Cancellation:

• Stops future renewal charges;
• Does not ordinarily refund the current billing period;
• Does not create a prorated refund for unused days; and
• May allow access to continue until the end of the paid period.

We may approve a refund for a duplicate charge, confirmed billing error or renewal processed after a valid cancellation request.

Failing to use a membership does not automatically create refund eligibility.

7. Fixed Instalment Plans

A fixed instalment plan is a payment arrangement for the total price of a course or bundle. It is not a month-to-month membership.

An approved refund during the 14-day refund period will cancel remaining instalments for the refunded purchase.

After the refund period has ended:

• Remaining instalments continue to be payable;
• Stopping course use does not cancel the payment obligation;
• Access may be suspended following a failed payment; and
• Cancelling through a bank or payment provider does not by itself cancel the purchase agreement.

Contact us promptly if you experience a genuine payment difficulty or billing error.

8. VR Sessions, Workshops and Facilitated Services

Cancellation terms for VR sessions, workshops, presentations and other scheduled services will be stated on the booking page, quotation, invoice or written agreement.

Unless a different written term applies:

• Fees are non-refundable after the session has been delivered;
• A late arrival or voluntary early departure does not create refund eligibility;
• A participant who cannot safely participate may be offered a reasonable alternative where available;
• If we cancel a session, we will offer rescheduling, account credit or a refund for the cancelled service; and
• Venue closures, severe weather and circumstances beyond either party’s control will be handled reasonably based on the circumstances.

9. Institutional Licences and Custom Services

Organization purchases may involve activation, setup, branding, implementation, training, custom webpages, domain configuration, reporting or seat licences.

Unless a signed agreement states otherwise:

• Activation and implementation fees become non-refundable once setup work begins;
• Custom design or branding fees are non-refundable once the work has been approved or delivered;
• Seat or software licences are non-refundable once issued or activated;
• Monthly service fees are non-refundable after the applicable service period begins;
• Deposits may be applied against work already completed; and
• Cancellation does not require us to transfer our proprietary templates, software or internal systems.

Institutional agreements may contain different cancellation and refund rules. The signed agreement will control.

10. Circumstances That Do Not Normally Qualify

A refund will not normally be issued solely because:

• The learner changed their mind after substantially using a product;
• The learner did not complete the course;
• The learner did not achieve an expected TEF, TCF, DELF, CLB or NCLC result;
• The learner did not receive an immigration, academic or employment outcome;
• The purchaser misunderstood clearly disclosed device requirements;
• The purchaser failed to cancel a subscription before renewal;
• An account was suspended for material violation of our Terms;
• A learner expected live tutoring that was not included in the product description; or
• A third party refused to recognize an internal completion certificate.

11. Duplicate or Unauthorized Transactions

Contact us immediately if you believe that:

• You were charged twice;
• An incorrect amount was charged;
• A payment continued after a valid cancellation;
• You did not authorize a transaction; or
• You purchased the wrong level accidentally and have not accessed it.

We may request information needed to verify the transaction. Confirmed duplicate charges and billing errors will be corrected.

12. How to Request a Refund

Send your request to:

Include:

• Your full name;
• The email address used for purchase;
• Order or receipt number;
• Product name;
• Purchase date; and
• A brief explanation of the request.

Do not send complete credit-card or banking information by email.

13. Review and Processing

We will review the request and may ask for additional information.

Approval is not automatic merely because a request was submitted within 14 days. Eligibility depends on the type of product, account activity, delivery status and the conditions in this policy.

Approved refunds will be returned to the original payment method where possible. We will normally initiate an approved refund within a reasonable period, but the payment processor or financial institution may require additional processing time.

We are not responsible for exchange-rate changes, bank charges or payment-provider fees that are outside our control.

14. Exchanges and Account Credit

We do not guarantee exchanges.

At our discretion, we may offer:

• Transfer to another course level;
• Replacement of a defective file;
• Additional technical assistance;
• Rescheduling;
• Account credit; or
• Another reasonable solution.

Any credit or exception is provided for the specific situation and does not change this policy for future purchases.

15. Policy Changes

We may update this Refund and Cancellation Policy prospectively.

The policy in effect on the original purchase date will generally govern that purchase unless a later version is more favourable to the purchaser or a change is required by law.

16. Contact