Requesting a refund

Open Account → Billing, find First payment guarantee, and choose Request a refund. The request is checked against your first card subscription payment. Read the result on the Billing page: your refund may be complete, still processing, or need another step. A request alone does not confirm that the money has reached your card; the time it takes depends on your bank.

Ask for the refund

1. Sign in and open Account, then Billing.
2. Scroll to First payment guarantee. The button is there while this is your first subscription and you haven't asked before; the 14 days are checked against the date your first payment settled when you press it, and asking counts once. See The 14-day first-payment guarantee for what counts.
3. If you like, tell us what didn't work in the box "What did not work for you? (optional)". It helps us improve, and leaving it empty changes nothing.
4. Choose Request a refund.

When the refund is complete, the Billing page says "Your refund is complete and your membership has ended." If it is still processing, choose Check refund status to check the same request again; your original request date stays the same. If the page asks for more information or reports a problem, follow that instruction before assuming the refund is complete.

If you see "Your refund request is already being checked", wait a moment and reload the Billing page.

What changes on your account

When your refund is accepted, membership access ends. Your saved lessons, results and phrases stay on your account, and the free parts of the site still work. You can choose a new plan once the refund has settled and the previous subscription has ended. If a refund or cancellation is still pending, follow the Billing page instructions or contact support.

When the money arrives

Stripe returns the full amount to the card you paid with. Most banks show it within 5–10 working days, sometimes as a reversal of the original charge rather than a new line. If nothing has appeared after ten working days, write to us with "Billing" selected and we'll check it with Stripe.

If the window has passed

If you request a refund after 14 days, you'll see "This purchase is outside the 14-day voluntary refund window. Your statutory rights are not affected." The block changes to Outside the voluntary guarantee. Renewals aren't refunded automatically. Contact us with "Billing" selected if:

• you were charged twice, or charged after cancelling;
• a fault on our side stopped you using what you paid for;
• a refund or cancellation right applies where you live.

A person reads every message and looks at these separately from the guarantee.

If you need help with the request

If the Billing page cannot finish your request, contact support with the email address on your account and the message shown on the page. Your statutory rights still apply.