Refund Policy

At Swoosh English, we truly appreciate the dedication and effort you put into your exam preparation. We understand that, in some cases, you might feel that requesting a refund is your only option. However, before making a request, please read our refund policy carefully—we have alternative solutions to support your success! We’ll work with you to find the best way forward.

Respectful Communication & Conduct

We are committed to fostering a positive and professional learning environment. If you have any questions regarding your course, payments, or access, we encourage you to contact our customer support team at [email protected] .

Our team is here to help, and we appreciate respectful communication at all times.

Any form of rude, aggressive, or inappropriate behaviour—including abusive language, harassment, or unreasonable demands—will not be tolerated. We reserve the right to take any necessary actions, including temporary suspension or permanent removal from our platform without a refund if a student engages in disrespectful conduct.

Refunds are only available if specific conditions are met. By purchasing a course, you agree to these terms.

1. Refund Policy by Course Type

Standard Courses ($99–$299) (Includes Intensive, Accelerator, Deluxe, Premium + Mock Exam Packages, Writing and Speaking Correction Packages)

✔ You may request a refund within 7 days of purchase , but it must meet our eligibility requirements.

✔ A $30 administration fee will be deducted from your refund.

❌ No refunds after 7 days.

VIP Courses ($300–$700) (Includes VIP and VIP+ Packages)

✔ You may request a refund within 7 days of purchase , but it must meet our eligibility requirements.

✔ Refunds are only possible if you have used no more than one 1:1 class .

✔ A $50 administration fee will be deducted from your refund.

❌ No refunds after 7 days or if you have used two or more 1:1 classes.

One-to-One Course Packages ($300–$1500) (Includes 5, 10, and 20 One-to-One Class Packages)

✔ You may request a refund within 7 days of purchase , but it must meet our eligibility requirements.

✔ Refunds are only possible if you have used no more than one 1:1 class .

✔ A $50 administration fee will be deducted from your refund.

❌ No refunds after 7 days or if you have used two or more 1:1 classes.

📌 If you have used only one 1:1 class, you may still request a refund within 7 days, but we will deduct the administration fee. If you have used two or more 1:1 classes, you cannot get a refund.🔹 Temporary Course Freezes: If you are unable to continue your course due to an emergency, you may request a temporary course freeze. We will review these requests case by case.

2. Administration Fees

✔ $30 fee for Standard Courses (if refund conditions are met).

✔ $50 fee for VIP and One-to-One Courses (if refund conditions are met).

3. Flexible Course Options

If you are not eligible for a refund, we offer other solutions to help you continue your studies:

✔ Pause Your Course: If you have an emergency (including medical emergencies), you may pause your course for up to 3 months with valid documentation.

✔ Transfer Your Course: You may transfer your course to a friend or colleague within 31 days of purchase (official proof required).

4. Acceptable Reasons for a Refund

✔ Technical Issues: If a technical issue caused by the Swoosh English platform prevents you from accessing your course.

✔ Duplicate Purchase: If you accidentally purchased the course twice.

✔ Incorrect Information: If the course details were significantly incorrect or misleading.

5. Situations Where We Do Not Give Refunds

❌ You change your mind or your plans.

❌ You have scheduling problems: your availability or class timetables don’t work for you (these are available before purchase).

❌ You don’t like the course format (all courses and materials are online).

❌ You think there are missing course components (all details were explained before purchase).

❌ You don’t follow the booking instructions for VIP, VIP+, or 1:1 Class Packages.

❌ You receive confirmation that you no longer need to take the exam (see section 8).

📌 Medical Emergencies: Refunds are not granted for medical emergencies. However, if you experience a medical emergency, you may request to pause your course for up to 3 months or transfer it to another person. Official medical documentation (e.g., doctor’s certificate) is required.

6. Installment Payment Rules

✔ All agreed instalment plan payments must be completed.

✔ Even if you pass your exam early, you must still pay all instalments.

✔ You cannot stop payments just because you decide to stop the course.

✔ If you stop attending classes but still owe payments, you must continue to pay the remaining instalments.

📌 Important: Failure to complete instalment payments may result in restricted access or further action to recover outstanding balances.

7. If You Pass Your Exam or No Longer Need It

❌ No refunds will be given if:

You pass your exam before completing the course.

You receive official confirmation that you no longer need to take the exam.

Your personal plans change after purchasing the course.

8. Exam Exemption & Payment Policy

If you become eligible for an exam exemption through the Supporting Information from Employers (SIFE) program or another official exemption process:

✔ Future payments will be cancelled upon valid proof of exemption.

✔ Payments already made are non-refundable.📌 Proof Required: Students must provide official documentation (e.g., employer letter or a reference, NMC confirmation) to verify their exemption.

9. Disputes & Payment Chargebacks

If a student initiates a payment dispute, the following actions will be taken:

✔ Immediate Suspension: The student’s access to all course materials and services will be paused until the dispute is resolved. 

✔ Internal Review: We will review the dispute, checking records, communication logs, and course activity. 

✔ Resolution Process: We will contact the student to resolve the matter. If the dispute is invalid, we will provide evidence to the payment provider. 

✔ Reinstatement or Termination: If resolved in our favour, access will be reinstated. If not, the student will be permanently removed from the course.

📌 Important: Once a dispute has been raised, we no longer control the refund process. The payment provider (bank or credit card company) will decide the outcome, which may take several weeks.

📌 Unjustified disputes (for example, falsely claiming an unauthorised charge) may result in permanent removal from our platform.

We encourage students to contact us first at [email protected] before raising a dispute.