Refund Policy

We want you to feel confident before you purchase. If you are unsure which level or course is right for you, we recommend you:

• take our free English level quiz/scorecard, and/or

• contact us with your question before purchasing.

​

2) Digital products and instant-access content (downloads, on-demand videos)

 

Digital products often include instant access (for example: downloadable PDFs, worksheets, templates, or on-demand video content).

​

Cooling-off rights

 

Under UK consumer rules, you may have a 14-day cooling-off period for online purchases. However, where digital content is supplied immediately, you may be asked at checkout to agree that:

• delivery starts immediately, and

• you understand you may lose your right to cancel once access begins.

​

Our approach

​​

• If you have not accessed or downloaded the digital product, you can request cancellation within 14 days of purchase.

• If you have accessed or downloaded the digital product, we may not be able to offer a refund unless the product is faulty, not as described, or access is not provided properly.

 

If you have trouble accessing your digital purchase due to a technical issue on our side, contact us and we’ll work to fix it. If we can’t reasonably fix it, we will offer a refund.

​

3) Online courses (12-week course and similar)

​

If the course has not started

​

If you purchase a course with a set start date and the course has not started, you may request a refund within 14 days of purchase, provided access has not been delivered.

If a course start date is close, we may provide access early (for example, welcome materials). If you have already accessed course content, your refund eligibility may change.

​

After the course starts

 

Once a cohort-based course begins, refunds are typically limited because a place has been reserved for you and the course materials and support have been allocated.

Unless we state a separate guarantee on the sales page:

• No refunds are offered after the course start date, except where required by law (for example if the course is not provided as described, or we cancel the course and cannot provide an alternative).

​

If we cancel or significantly change the course

 

If we cancel a course and cannot offer a suitable alternative, you will receive a full refund.

If we make a significant change (for example a major schedule change) that materially affects your ability to attend, you may request a refund or transfer, depending on the situation.

​

4) Memberships (VIP Membership and similar subscriptions)

 

Memberships are billed on a recurring basis (monthly or annually depending on what is offered at checkout).

• You can cancel at any time.

• Cancellation stops the next payment.

• You will retain access until the end of the current billing period.

Unless required by law:

• We do not provide refunds for partial membership periods, unused time, or forgotten cancellations.

If you are charged incorrectly due to a technical error, contact us and we will investigate and resolve it.

​

5) 1:1 lessons or live tutoring sessions (if offered)

 

If you book a 1:1 lesson:

• You may reschedule or cancel with at least 48 hours notice for a full refund or credit.

• Cancellations with less than 48 hours notice may be treated as used or non-refundable.

If we need to cancel a session for any reason, you will be offered a reschedule or a full refund.

​

6) Chargebacks and disputes

 

If you believe there has been an error with billing, please contact us first so we can resolve it quickly. Unnecessary chargebacks (without contacting us) can delay resolution and may result in loss of access while the dispute is investigated.

​

7) How to request a refund

 

To request a refund, email [hello@englishbylouise.com] with:

• your full name

• the email address used at checkout

• the product or course name

• purchase date

• the reason for the request

We aim to respond within 5 working days.

Approved refunds are processed back to the original payment method. Processing times depend on your bank or payment provider.