Refund Policy

1. About this policy

This Refund Policy explains when Atlas Global Education Ltd ("we", "us" or "our") will cancel, refund or reverse payments for IELPS products, and what happens to access after a refund or chargeback. IELPS is a trading name and education platform of Atlas Global Education Ltd, a private company limited by shares incorporated in England and Wales under company number 17250730. Registered office: Albany House, 14 Shute End, Wokingham, England, RG40 1BJ.

This policy applies to consumer purchases made directly from IELPS. A school, employer or other organisation purchasing under an order form or separate agreement is governed by that agreement. If an app store, marketplace or authorised reseller collected the payment, its refund process may apply, without removing rights that the law gives you against us.

2. Your statutory rights

Nothing in this policy removes rights available under applicable consumer law. In the United Kingdom, digital content must be of satisfactory quality, fit for purpose and as described. Where a statutory remedy applies, we will provide the repair, replacement, price reduction or refund required by law.

For eligible distance contracts, a consumer may have a 14-day cancellation period. That right may be affected where the consumer expressly asks for digital content or a service to begin during the cancellation period and gives the legally required acknowledgement. IELPS will show the applicable commencement and cancellation information before checkout where required.

3. Subscription plans

You may cancel a monthly, annual or family subscription through the billing controls provided in your IELPS account. Cancellation stops the next renewal; it does not normally end access already paid for. Unless a refund or legal remedy requires otherwise, access continues until the end of the current paid billing period.

A cancellation is not automatically a refund request. We will refund a subscription payment where required by law, or where our review confirms a duplicate or incorrect charge, an unauthorised payment reported through the appropriate process, or a material failure to provide the purchased service that cannot be remedied within a reasonable time.

We do not normally refund part of a billing period merely because the subscriber stopped using IELPS, forgot to cancel, or no longer wishes to continue, except where applicable law requires a different result. Any jurisdiction-specific renewal reminder, cooling-off or cancellation right shown at checkout prevails where it gives the consumer greater protection.

4. Pay-as-you-go modules

A PAYG purchase grants access only to the identified IELPS module after payment has been verified. Module access is normally permanent while the purchase remains valid and the account complies with the Terms of Use.

A PAYG refund may be granted where required by law or where our review confirms an eligible duplicate, incorrect or unauthorised charge, material non-delivery, or qualifying technical failure. A change of mind after digital access has begun will not normally qualify where the consumer validly requested immediate supply and acknowledged the resulting effect on cancellation rights.

When a full PAYG refund is completed, the entitlement to the refunded module is revoked. Verified learning records already created are retained or deleted only under the Privacy Notice, retention policy and applicable law; a refund does not convert completed learning into a purchased entitlement.

A partial refund does not automatically change access. Partial refunds enter manual review, and the resulting entitlement adjustment will be explained in the decision notice.

5. The once-only $3 credit

The $3 amount connected to the personalised first-lesson journey may be applied once to the first qualifying PAYG module purchase or, where the applicable offer permits, once to the first subscription invoice. It is not cash, cannot be transferred, and cannot be redeemed separately.

If the purchase on which the $3 credit was used is later refunded, reversed or charged back, the credit remains consumed. It is not restored or made available for a later purchase. This prevents the same once-only benefit from being used more than once. This rule does not reduce any refund amount or remedy that the law otherwise requires.

6. Chargebacks, disputes and suspected fraud

Please contact IELPS first where possible so that we can investigate an unfamiliar or incorrect payment promptly. You retain the right to raise a dispute with your card issuer or payment provider.

A chargeback may place the affected payment and entitlement into manual review. We do not impose an automatic permanent account ban merely because a dispute was opened. We may temporarily restrict the affected paid access where reasonably necessary to protect the account, prevent duplicate value or investigate fraud.

If a chargeback is won in our favour, valid access may continue or be reinstated. If a chargeback is lost, the affected PAYG module entitlement is revoked. Subscription access associated with the reversed payment may end in accordance with the paid-through status and applicable law. Learning, safeguarding and financial records may be retained where legally necessary.

7. Live tutoring and other services

IELPS Live tutoring is currently held and is not included in the active consumer refund rules. If Live services are launched, the booking, tutor-cancellation, learner-cancellation, no-show, rescheduling and recording rules must be published and accepted before purchase. Until then, no separate Live refund promise is made.

8. How to request a refund

Use the authenticated billing or support route published in your IELPS account, or write to [email protected]. Do not send full card numbers, security codes or account passwords.

Please provide the account email or organisation name; the transaction or invoice reference; the product, module or subscription concerned; the date and amount of the payment; and a short explanation with any relevant evidence.

We may ask for reasonable proof of purchase, identity or authority before discussing an account or payment. For a child account, the verified payer, parent, guardian or authorised school representative must normally make the request.

9. Review and decision process

We acknowledge the request through the verified support route.

We identify the payment, accepted policy version, access supplied and relevant account authority.

We assess statutory rights first, followed by the IELPS contractual rules in this policy.

Duplicate charges, partial refunds, suspected fraud and conflicting evidence receive manual review.

We issue a decision explaining the amount, payment method, access consequence and any available review route.

Approved refunds are recorded against the original transaction using a unique, auditable reference.

10. Refund timing and method

Where a refund is due, it will be made without undue delay and within the period required by applicable law. For a qualifying UK digital-content refund, this is no later than 14 days after we agree that the refund is due. The refund is normally returned through the original payment method, unless the customer expressly agrees otherwise, and no refund fee is charged.

Banks and payment providers may take additional time to display a completed refund. Currency-conversion movements, card-provider charges and exchange-rate differences outside our control may affect the amount displayed by the customer's provider, but IELPS will refund the amount determined under this policy and applicable law.

11. Service failures and account closure

Short interruptions, scheduled maintenance or problems caused by the customer's device, connection or unsupported configuration do not automatically create a refund right. A prolonged or material failure attributable to IELPS will be assessed against the purchased service, available remedies and applicable law.

Closing an account does not itself cancel a subscription or create a refund. The payer must cancel renewal through the billing route and submit any refund request separately. We will not use account closure to avoid a refund or statutory remedy that is otherwise due.

12. Changes, governing law and complaints

We may update this policy prospectively. The version accepted at checkout and any mandatory rights applying at the time of purchase govern that transaction. We will not apply a later policy retrospectively to reduce an accrued right.

This policy and the Terms of Use are governed by the law of England and Wales, while preserving mandatory consumer rights that apply in the customer's country. Complaints may be submitted through the verified legal or support route published on the official IELPS Contact page. Applicable rights to court proceedings, alternative dispute resolution or payment-provider review are not restricted by this policy.

13. Contact and corporate information

Atlas Global Education Ltd, trading as IELPS. Company number: 17250730. Registered office: Albany House, 14 Shute End, Wokingham, England, RG40 1BJ.

Refund and support channel: [email protected], or the verified route published in your IELPS account.