Cancellation & Refunds Policy

We want every family to feel confident paying for lessons in advance. This policy explains when fees are refunded and how to cancel. It forms part of our Terms of Service.

Free trial

Your first trial lesson is free. Nothing is charged until you choose a monthly package.

Cancelling your package

• You may cancel at any time by emailing support@virtualeducationsystem.com from the email address on your account.
• Cancellation takes effect at the end of the month you have paid for. No further invoices are issued.
• If you cancel before a month's first lesson has taken place, that month's fee is refunded in full.

Refunds

• Lessons we cancel: if we cannot deliver a lesson and cannot offer a make-up lesson within the month, its value is credited to your next invoice or refunded on request.
• Service not delivered: if you have paid and no lessons were delivered in that month for reasons on our side, the month's fee is refunded in full.
• Lessons missed by the student: not refunded, but may be rescheduled as make-up lessons where at least 12 hours' notice was given (see Terms, section 5).
• Part-month refunds: where a refund is due for part of a month, it is calculated pro rata by the number of scheduled lessons not delivered.
• Duplicate or mistaken payments are refunded in full.
• 6-month or yearly advance payments: if you cancel early, the unused whole months are refunded at the discounted monthly rate you paid.

How refunds are paid

Refunds are made to the original payment method (card or bank account) within 10 working days of approval. Card refunds may take a further 3–5 working days to appear on your statement, depending on your bank.

Disputes

If you believe a charge is wrong, please contact us first at support@virtualeducationsystem.com — we resolve almost all billing questions within two working days. Your statutory rights as a consumer are not affected by this policy.

Virtual Education System (VES) Ltd · 35 Newport Street, Stoke-on-Trent, ST6 4BU, United Kingdom · Company No. 17019119