We appreciate and respect the hard work and effort that our students put into preparing for their exams. We understand that in certain exceptional situations, a student might feel like the only solution is to request a refund. However, before taking that step, we want to make sure that you know that there are various alternatives that we can explore together, with our support, to help you succeed in your exam preparation.

Therefore, we encourage you to contact our support team ([email protected]) first so that we can collaborate and find a solution that best meets your needs. We are committed to working with you to help you achieve your academic goals.

In the event that you decide that a refund is the only viable solution, please refer to our policy below:

Payment in full

If you have paid for your package in full before starting a refund may be possible under the following conditions:

• You must request a refund within 3 days of purchasing any of the packages: Starter, Accelerator, Deluxe, Premium, VIP, or Intensive.
• You must not have used any resources such as 1:1 lessons or writing corrections.

If you have used any of the resources that you paid for, we may only be able to provide a partial refund. Our Academic Team has invested significant time, attention, knowledge, and skills into developing our courses, and we hope that our students will display the same level of commitment when taking these preparation courses.

We will do our best to respond to all refund requests as quickly as possible. Please note, however, that it may take up to 7 business days for us to process and respond to your request. We appreciate your patience and understanding in this matter.

We want to inform you that an administrative fee of $30 will be applied to all refunds for packages and services. This fee will be deducted from your refund amount.

It’s also important to note that refunds may take up to 5-10 business days to show in your account.

We have updated this policy in March 2023 to ensure fairness and maintain the high-quality standards of our institution.

Payment in installments

If you chose to pay via installments (via Splitit), we cannot offer any refunds or cancellations of future installments.

For 1:1 lessons (VIP package) and 1:1 lesson packages

If you are not satisfied with the 1:1 lessons with your teacher, please let us know after your first lesson and we will work with you to ensure you are matched with a teacher that you are 100% satisfied with. We carefully hire and audit all of our expert teachers at Swoosh, so we are incredibly confident you will be very pleased with your lessons.

If you are not satisfied with your Swoosh English 1:1 lesson package, we will happily refund you but you must let us know before the second lesson. This is the only situation in which a refund can be issued.

For Writing corrections (Accelerator, Deluxe, Premium and VIP packages) and Writing corrections ONLY packages

If you are not satisfied with your Swoosh English Writing Corrections preparation package, we will happily refund you but you must let us know after receiving the first teacher feedback. This is the only situation in which a refund can be issued.

Used resources such as Writing Corrections or 1:1 classes will also not be refunded and will be deducted at unit rates from any returns.

Rest assured, we have extremely low refund requests from our students so we will do everything humanly possible to make sure you are satisfied.

For requests to change your package

If you would like to change your package, we will be happy to do this for you as long as you inform us within the first 3 days and only if less than 10% progress has been made.

Please note, however, that it may take up to 7 business days for us to process and respond to your request. We appreciate your patience and understanding in this matter.

Upgrades

If you would like to upgrade your package to a more comprehensive offering, please let us know and we will be happy to satisfy your request.

To assist with the above, or if you have other queries with your Swoosh English products and services, please contact us.

Additional refund terms and conditions

• Course enrolment begins from time of payment.
• Swoosh English may make changes to any of the classes, content or instructors available at any time, and without notice. The information on the website may be out of date, and Swoosh English makes no commitment to update these materials.
• We cannot refund in the event that you are not able to connect to live classes due to internet, device or VPN issues. We will try our best to help you with these issues.
• In the event that changes are made to the scores accepted by the NMC or GMC (or other government bodies or organisations) for any of the exams we help students with, or if a candidate decides to no longer take the exam outside of the package refund period, we unfortunately cannot provide a refund. We would be happy to switch your course to a friend or family member to use instead or you can use the credit towards one of our other products.
• To assist with the above, or if you have other queries with your Swoosh English products and services, please contact us.