Refund Policy

1. Overview

At The English Hub ("we", "us", "our"), we want you to be completely satisfied with your purchase. This refund policy explains your rights when you buy a subscription or course through theenglishhub.app. It applies to all customers, including those based in the United Kingdom, and reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

All payments are processed securely through Stripe. We do not store your card details on our servers.

2. Your 14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you purchase digital content or a subscription online you have the right to cancel within 14 days of your purchase without giving any reason. This is sometimes called the "cooling-off period".

However, please note that once you begin accessing or downloading digital content (for example, starting a course lesson or downloading course materials), you may lose this right if you gave your explicit consent to begin receiving the content before the end of the cooling-off period. We will always ask for your consent before delivering digital content during the cooling-off period and inform you that doing so will affect your cancellation rights.

3. Subscription cancellations

You can cancel your subscription at any time from your account settings or through the Stripe billing portal. When you cancel:

• Your subscription will remain active until the end of your current billing period. You will continue to have full access to all subscription features until that date.
• You will not be charged again after cancellation. No further payments will be taken once the current period ends.
• If you cancel within 14 days of your first subscription payment and have not substantially used the platform (for example, you have not completed any course modules), you are entitled to a full refund of that payment under your cooling-off rights.

We do not offer partial refunds for unused portions of a billing period outside the 14-day cooling-off window, because you retain access to the service for the remainder of the period you have already paid for.

4. Free trial

The English Hub offers a single 7-day free trial. A payment card is required to start the trial. You will not be charged during the 7-day trial period.

• If you do not cancel before the end of day 7, your subscription begins and the card is charged at the plan price you selected.
• You can cancel at any time before day 7 from your account settings, and we send a reminder email before the trial ends.
• If you cancel before the end of day 7, you are not charged and no payment is taken.

Because no payment is taken during the trial, there is nothing to refund if you cancel before day 7. Refund entitlement applies only after a charge has been taken - see the subscription cancellations and cooling-off sections above.

5. One-time course purchases

If you purchase an individual course as a one-time payment (outside of a subscription), the following refund terms apply:

• Course not started: You may request a full refund within 14 days of purchase if you have not started the course (i.e., you have not opened or accessed any lesson content). This is in line with your statutory cooling-off rights.
• Course started: If you have begun the course by accessing lesson content, you will have given your explicit consent to receive digital content during the cooling-off period. In that case, a refund may not be available. However, if you experience a genuine issue with the course (for example, the content is materially different from what was described), please contact us and we will review your case.

6. How to request a refund

To request a refund, you can either:

• Email us at [email protected] with your account email address and a brief description of why you would like a refund. We aim to respond to all refund requests within two business days.
• Use the Stripe billing portal accessible from your account settings. The portal allows you to manage your subscription and payment details directly, including cancellation.

Please include the email address associated with your account so we can locate your purchase quickly. If you are a parent or guardian requesting a refund on behalf of a student, please mention this in your email so we can verify the account.

7. Refund processing time

Once a refund has been approved, it will be processed within 5 to 10 business days. The exact time it takes for the refund to appear in your account depends on your bank or card provider. In most cases, refunds are completed within five business days, but some providers may take up to ten.

If you have not received your refund after ten business days, please check with your bank or card provider first. If the issue persists, contact us at [email protected] and we will investigate.

8. Method of refund

All refunds are returned to the original payment method used at the time of purchase. Refunds are processed through Stripe, our payment provider. We are unable to issue refunds to a different card, bank account, or payment method. If the original payment method is no longer active (for example, an expired card), the refund will typically still be routed to your account by your bank. If you have any difficulty receiving your refund, please contact your bank or card provider.

9. Exceptions

Refunds are not available in the following circumstances:

• Completed courses: If you have completed a course in full (i.e., accessed all lessons and received a completion certificate), a refund cannot be issued for that course.
• Digital content consumed with explicit consent: Where you have given your explicit consent to begin receiving digital content before the end of the 14-day cooling-off period and acknowledged that doing so means you lose your right to cancel, we are not obliged to offer a refund. This is consistent with Regulation 37 of the Consumer Contracts Regulations 2013.
• Abuse of refund policy: We reserve the right to refuse a refund if we have reasonable grounds to believe the refund system is being misused, for example by repeatedly purchasing and refunding the same content.

These exceptions do not affect your statutory rights. If you believe you have been treated unfairly, you are welcome to contact us and we will do our best to resolve the matter.

10. Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If digital content is faulty or not as described, you have additional rights to a repair, replacement, or refund regardless of the exceptions listed above.

11. Contact us

If you have any questions about this refund policy or need help with a refund request, please get in touch:

• Email: [email protected]
• Contact form: theenglishhub.app/contact