Return & Refund Policy

We would rather refund a fee than keep an unhappy learner. This policy sets out exactly when refunds apply, so there are no surprises on either side. It forms part of our Terms & Conditions.

1. Cooling-off period

Every enrolment carries a seven-day cooling-off period from the date of payment. If your course has not yet started, you may cancel within those seven days for a full refund, no reason required.

2. Withdrawing from group courses

For General English, Business English, Exam Preparation, Conversation Club and kids' terms, refunds follow a sliding scale based on when we receive your written withdrawal:

• Before the block or term starts: 100% refund, less any external costs already committed on your behalf (rare, and always itemised).
• During the first week: refund of all fees minus the sessions already delivered, calculated pro rata.
• After the first week: no cash refund, but the unused portion converts to study credit valid for six months, usable by you or transferable once to an immediate family member.

3. Private 1-to-1 hour packs

Unused hours in a pack are refundable within the pack's six-month validity, minus hours already taken (charged at the equivalent single-pack rate rather than the discounted rate) and minus late-cancelled sessions. Sessions cancelled with less than 24 hours' notice count as taken.

4. When we cancel or reschedule

If we cancel a group before it begins, you choose between a full refund and a transfer to another intake. If a session is cancelled by us mid-course, it is made up in full; if a make-up is impossible, that session's value is refunded or credited, at your choice.

5. Medical and compassionate cases

Where illness or serious personal circumstances interrupt your study, we will freeze your enrolment for up to six months on presentation of reasonable evidence (such as a medical certificate), regardless of the sliding scale above. Frozen enrolments resume at the same fee.

6. How to request a refund

Email [email protected] with the subject "Refund Request", or ask at reception for the withdrawal form. We acknowledge requests within three working days, and approved refunds are paid to the original payment method within fourteen working days. Certificates are issued only for completed levels; withdrawn enrolments receive an attendance letter instead.

7. What this policy does not cover

External exam registration fees paid to official test providers are governed by those providers' own rules once registration is made. The exam score pledge is a tuition benefit, not a refund, and is described in our Terms & Conditions.