Refund Policy

1. Subscription plans

LADDER English offers three membership plans:

• Free — no charge, no payment details needed.
• LADDER Plus — £4.99 per month.
• Premium — £12.99 per month.

Paid plans are monthly subscriptions. They renew each month until you cancel. Card payments are processed by our secure payment provider; LADDER English never sees or stores your card details.

2. Cancellations

You can cancel a paid subscription at any time. Cancelling stops the next renewal — it does not remove your access straight away. You keep everything you have paid for until the end of the period you have already paid for, and your progress, rungs and history stay on your account.

To cancel, use the subscription options on the Membership page or email tutorenglishelevate@gmail.com from the address on your account.

3. Refund requests

If you believe you are owed a refund, email tutorenglishelevate@gmail.com with the email address on your account, the date of the payment and a short explanation of what happened.

Every refund request is reviewed individually. We look at what happened in your case — for example whether the service was available, whether a payment was taken in error, and how much of the paid period has been used — before deciding. We do not apply a blanket rule, and we do not claim that digital purchases can never be refunded.

Where a refund is agreed, it is returned to the original payment method through our payment provider.

4. Incorrect or duplicate payments

If you have been charged the wrong amount, charged twice, or charged after you cancelled, contact us at tutorenglishelevate@gmail.com as soon as you notice. Incorrect or duplicate payments are corrected and refunded.

If a payment fails, paid features pause until it goes through — nothing you have achieved is lost.

5. Your UK consumer rights

If you are a consumer in the UK, you have statutory rights under consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These can include a 14-day cooling-off period for online purchases and rights where digital content is faulty or not as described.

Nothing in this policy limits or excludes those rights. If anything here conflicts with a right you have in law, the law applies.

6. Contact

For any question about a subscription, cancellation or refund, email tutorenglishelevate@gmail.com. Please include the email address on your account so we can find your membership.