Refund and Returns Policy

1. Who we are

English Progress Plan (EPP) is a trading name of Angela Payne Ltd, a company registered in England and Wales.
References in this policy to “we”, “us” or “our” mean Angela Payne Ltd, and references to “you” mean the parent or legal guardian purchasing an EPP course for a child.

2. What this policy covers

This Refund Policy applies to all paid online English Progress Plan courses and digital resources purchased directly through our website.
It is written with UK consumer law in mind, including the Consumer Contracts Regulations and the Consumer Rights Act 2015.

3. 14‑day cooling‑off period

  1. When you buy an online EPP course as a UK consumer, you have a 14‑day “cooling‑off” period from the date of purchase.
  2. During this period you can cancel for any reason and receive a full refund, provided you have not accessed, viewed or downloaded any of the course materials.
  3. “Course materials” include, for example, videos, lesson recordings, worksheets, slide decks, downloadable resources, quizzes, and any gated online content that forms part of your EPP course.

4. Accessing content and partial refunds

  1. If you log in and access, view or download any of the course materials within the 14‑day cooling‑off period, you agree that the service has begun at your request.
  2. You may still cancel within the 14 days, but we may reduce your refund to reflect the value of the course that has already been provided (for example, modules completed or resources accessed).
  3. After the 14‑day cooling‑off period has ended, all course fees are normally non‑refundable, unless the course is faulty, mis‑described, or not provided with reasonable care and skill (see Section 5).

5. Faulty, mis‑described or poor‑quality courses

  1. Your statutory rights are not affected by this policy.
  2. Under the Consumer Rights Act 2015, any digital content we supply must be as described, of satisfactory quality, and reasonably fit for the purpose you were told about and we agreed to.
  3. If an EPP course is faulty, significantly not as described, or not provided with reasonable care and skill, we will offer an appropriate remedy, which may include:
    • correcting the issue or supplying replacement content within a reasonable time, or
    • offering a price reduction or refund, which may be up to 100% of the course fee in serious cases.

6. How to cancel or request a refund

  1. To cancel your course or request a refund, please contact us in writing at info@englishprogressplan.com within the relevant time period.
  2. Include the following details so we can help you quickly:
    • your full name
    • your child’s first name or initials
    • the course title
    • date of purchase
    • order or transaction reference
    • whether you are cancelling under the 14‑day cooling‑off period or due to a problem with the course.
  3. We recommend you keep a copy of your cancellation email for your records.

7. Processing refunds

  1. Where a refund is due, we will process it as soon as reasonably possible and in any event within 14 days of confirming your entitlement to a refund.
  2. Refunds will usually be made using the same payment method you used for the original purchase, unless we agree an alternative with you.
  3. Any refund may be reduced to reflect:
    • any course content already accessed, and
    • any live or one‑to‑one tuition already delivered.

8. Live lessons and cancellations

  1. You may reschedule or cancel a live online lesson by giving at least 24 hours’ notice; in that case we will either rearrange the lesson or, where appropriate, refund the lesson fee.
  2. If you cancel with less than 24 hours’ notice, or your child does not attend the lesson, the lesson fee may still be chargeable and no refund will normally be given, except in exceptional circumstances at our discretion.

9. Our discretion and changes to this policy

  1. We may, at our discretion, offer refunds or credits outside the strict terms of this policy in exceptional situations, but this does not create a right to similar treatment in future.
  2. Because you operate independently and may update your courses over time, we reserve the right to amend this Refund Policy to reflect changes in our products or in the law.
  3. The version of the policy in force at the time you purchase a course will normally apply to that purchase.

10. Questions

If you have any questions about this Refund Policy or how it applies to your situation, please contact us before purchasing an EPP course and we will be happy to clarify.

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