Effective Date: 12th April 2026
Last Updated: 17th February 2026
This Refund and Cancellation Policy explains your rights and our obligations in relation to purchases made through Totally English for Kids (“we”, “us”, “our”).
This policy is written in accordance with:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- UK GDPR and Data Protection Act 2018
- Your Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your purchase within 14 days without giving a reason.
The 14-day cancellation period begins:
- For subscriptions: the day after your contract is formed (the date of purchase).
- For digital content: the day after purchase.
- For live classes booked on a specific date: the day after booking confirmation.
To exercise your right to cancel, you must inform us clearly (e.g. by email) within the 14-day period.
Email: enilno.sdikrofhsilgneyllatot@aivlys
- Waiver of the Right to Cancel (Digital Content)
If you purchase digital content (e.g. pre-recorded lessons, downloadable materials) and request immediate access, you acknowledge that:
- The service begins immediately; and
- You lose your 14-day right to cancel once access has started.
You will be asked to confirm this at checkout before gaining access.
- Refunds Within the Cooling-Off Period
If you cancel within the 14-day period and:
- You have not accessed the digital content, you will receive a full refund.
- You have partially used the service (e.g. attended some live classes), we may deduct a proportionate amount for services already provided.
Refunds will be processed within 14 days of receiving your cancellation request and will be made using the original payment method.
- Subscription Cancellations
If you have purchased a recurring subscription:
- You may cancel at any time via your account settings or by contacting us.
- Cancellation will take effect at the end of your current billing period.
- We do not provide refunds for unused time after the billing period has begun, unless required by law.
You remain responsible for payments due up to the cancellation date.
- Cancellation of Live Classes
By You
If you cancel a scheduled live class:
- More than 48 hours before the session: full credit or rescheduling may be offered.
- Less than 48 hours before the session: no refund may be provided unless there are exceptional circumstances.
Missed sessions without notice are non-refundable.
By Us
If we cancel a live class due to tutor illness, technical failure, or other unforeseen circumstances:
- You will be offered a rescheduled session or
- A full refund or account credit for that session.
- Faulty or Misdescribed Services
Under the Consumer Rights Act 2015:
You are entitled to a remedy if our services:
- Are not provided with reasonable care and skill;
- Are not as described; or
- Are not fit for purpose.
Where applicable, we will:
- Re-perform the service; or
- Provide a price reduction or refund if the issue cannot be resolved.
- Exceptional Circumstances
We may, at our discretion, consider refunds in cases of:
- Serious illness
- Family emergencies
- Technical access issues not caused by the user
Supporting evidence may be required.
- How to Request a Refund
To request a refund, please contact:
Totally English for Kids
Email: enilno.sdikrofhsilgneyllatot@aivlys
Include:
- Parent/Guardian Name
- Child’s Name
- Order Number
- Reason for cancellation
We aim to respond within 3–5 working days.
- Chargebacks and Payment Disputes
If you believe a payment has been made in error, please contact us first so we can resolve the issue promptly.
Unauthorised chargebacks may result in suspension of your account while the matter is investigated.
- Changes to This Policy
We may update this policy from time to time. The version in effect at the time of your purchase will apply to that purchase.
Important Consumer Notice
Nothing in this policy affects your statutory rights under UK consumer law.