1. General Policy

At English Mastery Hub, we strive to provide high-quality educational services and to ensure customer satisfaction. Our refund and returns policy is designed to be fair to both our customers and our business. Please read the policy carefully before making any purchase or booking.

2. One-to-One Lessons

  • Booking Cancellations: Users can cancel their one-to-one lesson bookings up to 24 hours before the scheduled lesson time. In such cases, a full refund will be provided.
  • Late Cancellations: If a user cancels the booking within 24 hours of the scheduled lesson time, no refund will be provided.
  • No-Show Policy: If the user fails to attend the lesson without prior cancellation, the booking will be considered a “No-Show,” and no refund will be provided.

3. Subscriptions, Classes and Membership Services

We want you to feel confident when joining English Mastery Hub. The following cancellation policy applies to our subscription-based classes, courses, memberships and other subscription services.

  • 14-Day Cancellation Period: When you purchase a new subscription online, you have the right to cancel within 14 days of entering into the subscription, in accordance with applicable UK consumer law.
  • Starting Your Service During the 14-Day Period: If you ask us to begin providing your classes or services during the 14-day cancellation period, you may still cancel during this period. Where permitted by law, we may deduct a reasonable and proportionate amount for any classes or services that have already been provided before you tell us that you wish to cancel.
  • After the 14-Day Period: Once the applicable 14-day cancellation period has ended, payments already made are normally non-refundable. You are always welcome to cancel your subscription to prevent future renewal payments. Your access to the service will normally continue until the end of your current paid subscription period.
  • Easy Cancellation: We want subscriptions to remain flexible. You can cancel your subscription at any time before your next renewal to prevent the next payment from being taken. There is no additional cancellation fee.
  • Your Consumer Rights: Nothing in this policy affects any statutory rights you may have under UK consumer law. Where you are legally entitled to a refund, replacement service, price reduction or other remedy, those rights will continue to apply.

4. English Courses

  • Subscription Cancellations: Students can cancel their course subscriptions at any time.
    • 2-Day Trial: A free trial period of 2 days is offered for new subscriptions. Payment will be automatically charged at the end of the trial period.
    • After the Trial: Refund requests will not be accepted after the 5-day trial period ends, and no refunds will be provided once payment has been processed.

    5. Technical Issues

    • Access Problems: If a user experiences technical issues that prevent access to purchased content (courses, mock exams, or one-to-one lessons), they should contact our support team immediately. Refunds or credits will be provided based on the severity and duration of the issue.
    • Device Compatibility: It is the user’s responsibility to ensure that their device is compatible with our platform before making a purchase. Refunds will not be issued for compatibility issues unless it is a known problem with our platform.

    6. Refund Process

    • Requesting a Refund: To request a refund, users must contact our support team via email at info@englishmasteryhub.com with the details of their purchase and reason for cancellation.
    • Processing Time: Refunds will be processed within 7-10 business days after approval. The refund will be credited back to the original payment method.
    • Disputed Charges: If there is a dispute regarding a charge, users must contact us within 30 days from the date of the charge. We will investigate the issue and make a determination based on the information provided.

    7. Changes to the Policy

    English Mastery Hub reserves the right to modify this Refund and Returns Policy at any time. Any changes will be communicated to users via email or through our website. It is the user’s responsibility to review this policy periodically to stay informed of any updates.

    8. Contact Information

    For any questions or concerns regarding this policy, please contact us at:

    Email: info@englishmasteryhub.com