Refund Policy

English Mate is committed to delivering a high-quality IELTS preparation experience. If you are not satisfied with a paid plan, this policy outlines the conditions and process for refunds. All payments are processed through our payment partner Paddle (acting as Merchant of Record), in compliance with applicable laws and international regulations.

You may request a full refund within 14 days of your initial paid subscription, provided that: - You have not consumed more than 30% of the practice content available in your plan - Your account is not in violation of our Terms of Service - The refund request is submitted within the 14-day window Requests submitted after 14 days will be reviewed on a case-by-case basis.

To request a refund: 1. Email [email protected] with the subject "Refund Request" 2. Include your account email, order ID, and reason for the refund 3. Our support team will respond within 2 business days 4. Once approved, the refund will be processed through Paddle to your original payment method

Once approved, Paddle will process the refund within 5-10 business days. The time it takes for the funds to appear in your account depends on your bank or card issuer, typically an additional 3-7 business days.

The following are not eligible for a refund: - You have consumed more than 30% of the practice content available in your plan - Your account has been suspended or terminated for violating our Terms of Service - Promotional plans, discount codes, or free trial offers - Requests submitted more than 14 days after payment (except in special cases) - Third-party transaction fees (if any)

You may cancel your recurring subscription at any time from your Account Settings. After cancellation: - You retain full access to features until the end of the current billing cycle - You will not be charged for the next billing cycle - Cancellation does not automatically trigger a refund for the current cycle

If you experience any payment issues, please contact us directly before opening a dispute with your bank. We are committed to resolving all reasonable requests fairly. Opening a chargeback without first contacting us may result in your account being suspended.

We may update this refund policy from time to time. Changes will be announced on the Platform and apply to transactions made after the update. Transactions completed before the change will continue to follow the policy in effect at the time of payment.

If you have questions about this refund policy or need support, please contact: Email: [email protected]