Effective Date: 27/09/2025
1. Overview and Scope
This Refund and Returns Policy outlines the procedures and terms for cancellations, refunds, and returns related to the online tuition services, courses, and digital content purchased from Culerlearn.com (“Culerlearn,” “we,” “us,” or “our”). As a provider of digital and service-based content, our policy is designed to comply with UK consumer protection law.
2. Right to Cancel (The Cooling-Off Period)
As a consumer, you have a statutory right to cancel a contract for digital services within a “cooling-off period.”
2.1. Standard Cancellation Period
You have the right to cancel your purchase of Services (such as a tuition package or a course subscription) for any reason within 14 calendar days from the day after the Contract is formed (i.e., the day you confirm your purchase).
2.2. Loss of Right to Cancel
Your right to a full refund during the 14-day cooling-off period is lost entirely if the service begins during that time, and you acknowledged and agreed to this at the point of purchase.
Specifically, the right to a full 14-day refund is lost immediately when:
- Digital Content (Courses/Access): You explicitly consent to access and download or stream the digital course content, such as pdf documents, before the 14-day period has expired.
- Live Tuition Services: The second scheduled live tuition session is delivered.
3. Refunds for Live Tuition Services
If you purchase a package of live tuition sessions, the following refund rules apply:
| Scenario | Cancellation & Refund Rule |
| Cancellation During 14-Day Cooling-Off Period | You will receive a full refund, provided no tuition sessions have been conducted, and no digital content (where applicable) has been accessed (see Section 2.2). |
| Cancellation After 14 Days, Before Service Start | If you cancel after the 14-day period but before the second scheduled session, Culerlearn will refund the total Fees paid, minus 20% of the total cost as administrative charge to cover booking costs. |
| Cancellation After Service Has Commenced | If you wish to cancel a package after more than one session(s) have been delivered, Culerlearn will refund the total cost of the package, minus the value of all sessions already delivered (calculated at the full, non-discounted hourly rate) and minus any applicable administrative fees. |
| Missed/Cancelled Session by Student | Sessions cancelled by the student with less than 48 hours’ notice will be charged at the full session rate and are non-refundable. |
| Cancellation by Culerlearn/Tutor | If a session is cancelled by Culerlearn or the tutor, the session will be fully rescheduled at a time convenient to the student, or the student will receive a full refund for that specific session. |
4. Refunds for Digital Courses & Content
| Scenario | Refund Rule |
| Cancellation Before Content Access | If you request cancellation within 14 days, and have not accessed the digital course/content (e.g., have not clicked the “Start Course” button or viewed any modules), you are entitled to a full refund. |
| Cancellation After Content Access | If you access, download, or stream any part of the purchased digital course/content during the 14-day cooling-off period (Section 2.2), you lose the right to a refund. No refund will be provided for partially completed digital courses. |
| Faulty Digital Content | If the digital content is proven to be technically faulty or not as described (and Culerlearn cannot provide a working fix within a reasonable period), you may be entitled to a full or partial refund. |
5. How to Request a Refund
All refund requests must be submitted in writing.
- Submit Request: Send an email detailing your request to our administrative team.
- Refund Request Email: contact@culerlearn.com
- Required Information: Your email must include:
- Your full name and the email address linked to your Culerlearn account.
- The date of purchase and the name of the service/course you wish to cancel.
- The reason for the refund/cancellation request.
- Processing: We will acknowledge your request within 3 business days and inform you of the decision and the eligible refund amount (if any) within 7 business days.
- Refund Payment: Approved refunds will be processed back to your original payment method within 14 days of the refund being approved.
6. Contact Information
For all questions regarding returns and refunds, please contact our administrative team:
- Email: contact@culerlearn.com
- Phone: +44 7826 454301