Cancellations & Refunds | The English Examiner

THE SHORT VERSION

Tell us as soon as your plans change.

Before work begins, an eligible consumer cancellation receives a full refund.
If you asked us to start during the 14-day period and cancel after work begins, we may charge a fair proportion for work already supplied.
Once a personalised service has been fully completed after the required request and acknowledgement, the cancellation right ends.
If the service is faulty or not as described, your legal remedies still apply.

The 14-day consumer cancellation period

If you are a consumer and buy a service online, you normally have 14 calendar days to cancel without giving a reason. The period starts the day after the contract is made, which is normally when we send your order or booking confirmation.

If you cancel before any work begins, we will refund the full amount. If you expressly asked us to begin during the cancellation period and cancel after work has begun, we may deduct an amount proportionate to the service supplied up to cancellation. If the personalised service has been fully performed after your express request and acknowledgement, you lose the statutory right to cancel.

This statutory period generally applies to individual consumers, not purchases made wholly for business purposes. It is separate from the speaking rescheduling policy below.

WHY WE ASK FOR A “START NOW” REQUEST

Fast delivery can begin before 14 days have passed.

Writing reports and post-session reports may be delivered by the end of the next UK working day. To let us start promptly, the order process asks you to confirm:

“I request that The English Examiner begins the service during the 14-day cancellation period. I understand I may have to pay for work supplied if I cancel after work begins, and that I lose the right to cancel once the service is fully completed.”

If you do not make this request, we may wait until the cancellation period has ended before starting the service.

How this applies to each service

ServiceBefore work beginsAfter work begins

Writing feedbackFull refund where a cancellation right appliesA proportionate charge may be kept; no cancellation refund after the report is fully completed

Speaking mock and reportEligible statutory cancellation rights apply; appointment can also be moved once with 24 hours' noticeThe live session and report work supplied are taken into account; no cancellation refund after full completion

Writing + speaking packageFull refund if neither part has begun and a cancellation right appliesCompleted or started components are charged at their normal standalone value, with the remaining balance refunded where due

Workplace assessmentThe order confirmation or written quote appliesCompleted candidate work, reserved sessions and agreed preparation may be charged; consumer rights apply only where legally relevant

Speaking rescheduling, late cancellation and no-shows

You may move one speaking appointment without charge by emailing at least 24 hours before its start time. We will offer reasonable alternative availability.

With less than 24 hours' notice, or if the candidate does not attend, the appointment fee is normally not refunded and a new booking may require a new payment. We may make an exception for a genuine emergency. This booking policy does not take away any statutory cancellation right that still applies.

If we cancel or a technical failure on our side prevents the session, you may choose a replacement appointment or a refund for the affected service. If the candidate's equipment or connection causes the problem, we will assess the circumstances fairly but cannot guarantee a free replacement.

If something is wrong with the service

Please email within a reasonable time and explain the problem. If the service was not provided with reasonable care and skill or does not match what was agreed, we may correct or repeat the affected part, provide an appropriate price reduction or refund, or offer another remedy required by law.

A different official IELTS score, university decision or employer decision does not by itself mean the service was faulty. Estimated bands and levels are professional judgements based on the evidence available and are not guarantees of future outcomes.

How to cancel or request a refund

Email hello@theenglishexaminer.com with:

the purchaser's name and email address;
the order or payment reference, if available;
the service and candidate name or identifier;
a clear statement that you wish to cancel, reschedule or report a problem; and
for a quality concern, a short explanation of what you believe is wrong.

OPTIONAL CANCELLATION WORDING

“I am giving notice that I wish to cancel my contract for [service], ordered on [date]. My name is [name], my order reference is [reference], and my contact email is [email].”

You do not have to use this exact wording. Sending the email before the deadline is enough, even if we read it later.

How refunds are paid

Approved refunds are normally sent to the original payment method. We aim to initiate them promptly and no later than 14 days after agreeing the refund or receiving a valid cancellation notice, as applicable. Your bank or card provider may take additional time to display the credit.

Please contact us before starting a payment dispute so we have an opportunity to resolve the issue, although this request does not limit any legal right. For the full contract terms, read the Terms of service. Information about how order and refund records are handled is in the Privacy policy.

Fair, plain-language cancellation terms.