ELH Cancellation and Refund Policy
Reviewed and updated by TGV Sept2025
Our full position on cancellations is described in point 2 of our Terms and Conditions for students.
From time-to-time our Terms and Conditions may change and so it is important that you check the version of terms that applied at the time of your booking.
From time-to-time our Terms and Conditions may change and so it is important that you check the version of terms that applied at the time of your booking.
CANCELLATION POLICY.
Our cancellation policy has been written to comply with the entirety of the Consumer Rights Act (2015).
COOLING OFF PERIOD
What is the "cool-off period" (or "cooling-off period")?
It is a legal time frame, often 14 days under UK law, during which a person who has bought something can cancel their purchase without penalty or the need to provide a reason. This applies primarily to people who buy goods or services remotely (ie online, by phone, or mail-order) but not to people who buy goods or services in-person from a shop or service provider or from a private individual.
The period begins the day after the contract is entered into or when goods are received, depending on the type of purchase.
A cool-off period may not apply in the following situations:
It is a legal time frame, often 14 days under UK law, during which a person who has bought something can cancel their purchase without penalty or the need to provide a reason. This applies primarily to people who buy goods or services remotely (ie online, by phone, or mail-order) but not to people who buy goods or services in-person from a shop or service provider or from a private individual.
The period begins the day after the contract is entered into or when goods are received, depending on the type of purchase.
A cool-off period may not apply in the following situations:
- Private Sales:
The legal cool-off period does not apply when buying goods from a private individual.
- Specific Goods and Services:
Some items and services are exempt, such as certain types of digital content or services the buyer has started to use with their explicit consent.
- In-person Purchases:
Purchases made directly at a shop or dealership generally do not have a legal cool-off period, though many retailers offer their own voluntary return policies.
The Cooling Off period at ELH
A 14 day cooling off period applies to Students:
- who have not started using our services and
- who have booked a course which starts in 28 days or more from the date of their booking.
- who have started using our services and/or
- who have booked a course which starts in less than 28 days from the date of their booking or
- who have booked an exam.
CANCELLATION POLICY
To request to cancel a course, and/or request a refund:
- A student must do this 7 working days or more before the start date of their course.
- A student must request this in writing eg email (but not text or message via WhatsApp etc) and may need to explain why they are making this request.
- A student must explain fully in writing if there are "exceptional circumstances" which they would like us to consider.
- A student may need to pay a cancellation, postponement or excess admin fee.
When we receive your request to cancel your course and/or your request for a refund:
- We will consider your request taking into account our "cooling off period", our "Terms and Conditions", and our "Cancellation and Refund Policies".
- If there are "exceptional circumstances" which we should consider, we will take these into account also.
- We will then email you to let you know if we are able to cancel your course and if you are eligible for a refund.
- If you are eligible for a refund we will let you know what this refund will be and ask you to confirm how you would like us to issue this refund.
REFUND POLICY
THE BOOKING CONFIRMATION DATE:
Students follow our booking procedure to book their English Programme.
A student confirms their booking by paying the booking fee and the registration fee. These fees are non refundable.
The date on which the student pays his/her booking fee is the student's booking confirmation date.
Students follow our booking procedure to book their English Programme.
A student confirms their booking by paying the booking fee and the registration fee. These fees are non refundable.
The date on which the student pays his/her booking fee is the student's booking confirmation date.
- If the booking confirmation date is less than 28 days before the student's course start date the cooling off period does not apply.
- If the booking confirmation date is 28 days or more before the student's course start date the cooling off period will apply and the student has 14 days to change his/her mind and to request to cancel their course.
- If the student requests to cancel his/her course within the cooling off period ELH will void their invoice and no further payments will be due.
CANCELLATION AND REQUEST FOR A REFUND OF THE COURSE FEES:
If the cooling off period applies:
If the cooling off period does not apply:
Refunds:
The following fees are non refundable:
When a student requests a refund for their course fees they need to be aware
In order to proceed with a student's refund we will need the student to email us to let us know how they want the refund to be issued. If the student wants the refund to be sent to their bank account he/she will need to email us the following bank account details:
It is important to note that when we need to make a large payment to a new bank account for the first time we send a small payment first to check that everything works well and that this sum is received by the account holder. After this and once we receive confirmation from the account holder, we will make the remaining payment promptly.
- When the cooling off period applies, the student has 14 days to change his/her mind and to cancel, postpone or reschedule his/her course. The students must request this in writing eg email (but not text or message via WhatsApp etc) and does not need to give a reason for their request. The Registration fee and booking fee are non refundable but any tuition fee payments the student has made will be refunded to the student and there will be no additional changes made ie cancellation fees, postponement fees. ELH will ask the student to confirm how he/she would like us to issue this refund.
If the cooling off period does not apply:
- After the cooling off period or if the cooling off period does not apply students who wish to cancel, postpone or reschedule must email English Language House and explain the reason for this change.
- English Language House will respond by email to inform the student what will happen next.
- If a student does not inform English Language House in writing of any changes they need to make, the student will be liable for payment of the full fees as shown in their original invoice and/or email we send them.
Refunds:
- The student will be issued a refund of the course fees only if s/he has not already started his/her course.
- Refunds will be issued only if the student has followed the procedure outlined in the student terms and conditions.
- Refunds are subject to cancellation fees as shown in our student terms and conditions.
- If there are "exceptional circumstances" which a student would like us to consider s/he must explain these fully in writing.
The following fees are non refundable:
- Registration fee
- Booking fee
- Visa admin fee
- Accommodation placement fee
- Fast track fee
- Examination fee
When a student requests a refund for their course fees they need to be aware
- that certain fees are non refundable and
- that cancellation and/or postponement fees may be due
- that excess admin fees may be due for excess time spent by the Elh office on handling a student's account and refund procedure.
In order to proceed with a student's refund we will need the student to email us to let us know how they want the refund to be issued. If the student wants the refund to be sent to their bank account he/she will need to email us the following bank account details:
- Name on your account
- Location of your account ie country and town where your bank account is located
- Name of the bank
- Address of the bank
- IBAN
- SWIFT
It is important to note that when we need to make a large payment to a new bank account for the first time we send a small payment first to check that everything works well and that this sum is received by the account holder. After this and once we receive confirmation from the account holder, we will make the remaining payment promptly.
Point 2 of our Terms and Conditions for students state the following:
2. CANCELLATIONS, CHANGES AND REFUNDS:
COURSE CANCELLATION OR POSTPONEMENT:
2.1 If you want to request to cancel, change your booking, and/or ask for a refund of your course:
IMPORTANT:
Your request to cancel, change your booking and/or ask for a refund:
CANCELLATION FEES:
2.2 When you request to cancel your course the following cancellation fees apply:
POSTPONEMENT FEES:
2.3 When you request to change the dates of your course the following postponement fees apply:
HOMESTAY CANCELLATION OR POSTPONEMENT:
2.4 If you want to request to cancel, change your booking, and/or ask for a refund of your homestay accommodation:
IMPORTANT: Your request to cancel, change your booking, ask for a refund:
CANCELLATION FEES:
2.5 When you request to cancel your homestay the following cancellation fees may apply:
POSTPONEMENT FEES:
When you request to change your homestay dates, you must tell us in writing. If we are able to make these changes, the following postponement fees may apply:
2.6 When you request to change the dates of your homestay the following postponement fees may apply:
COURSE CANCELLATION OR POSTPONEMENT:
2.1 If you want to request to cancel, change your booking, and/or ask for a refund of your course:
- You can only do this 7 working days or more before the start date of your course.
- You must request this in writing eg email (but not text or message via WhatsApp etc) and explain why you are making this request.
- If there are "exceptional circumstances" which you would like us to consider you must explain these fully in writing.
- You may have to pay a cancellation or postponement fee.
IMPORTANT:
Your request to cancel, change your booking and/or ask for a refund:
- must be made in writing by email
- must arrive at the Elh office 7 working days or more before your start date
- must include your reason/s why you are making this request.
CANCELLATION FEES:
2.2 When you request to cancel your course the following cancellation fees apply:
- £100 cancellation fee if you cancel 2 weeks or more before your course start date.
- £250 cancellation fee if you cancel less than 2 weeks before your course start date.
POSTPONEMENT FEES:
2.3 When you request to change the dates of your course the following postponement fees apply:
- £20 postponement fee if you change your course dates 4 weeks or more before your course start date
- £50 postponement fee if you change your course dates 2 weeks or more before your course start date
- £75 postponement fee if you change your course dates less than 2 weeks before your course start date
HOMESTAY CANCELLATION OR POSTPONEMENT:
2.4 If you want to request to cancel, change your booking, and/or ask for a refund of your homestay accommodation:
- You can only do this 7 working days or more before the your accommodation arrival date.
- You must request this in writing eg email (but not text or message via WhatsApp etc) and explain why you are making this request
- If there are "exceptional circumstances" which you would like us to consider you must explain these fully in writing.
- You may have to pay a cancellation or postponement fee.
IMPORTANT: Your request to cancel, change your booking, ask for a refund:
- must be made in writing by email
- must arrive at the Elh office 7 working days or more before your homestay arrival date
- must include your reason/s why you are making this request.
CANCELLATION FEES:
2.5 When you request to cancel your homestay the following cancellation fees may apply:
- £50 cancellation fee if you cancel 2 weeks or more before your arrival date.
- £500 cancellation fee if you cancel less than 2 weeks before your arrival date.
POSTPONEMENT FEES:
When you request to change your homestay dates, you must tell us in writing. If we are able to make these changes, the following postponement fees may apply:
2.6 When you request to change the dates of your homestay the following postponement fees may apply:
- £50 postponement fee if you change your homestay dates 4 weeks or more before your arrival date
- £250 postponement fee if you change your homestay dates 2 weeks or more before your arrival date
- £350 postponement fee if you change your homestay dates less than 2 weeks before your arrival date
REFUNDS:
2.9 In addition to the information about refunds here please see our refund policy below:
Refund Policy:
The following fees are non refundable:
2.10 Students are entitled to a refund:
2.11 Students who paid their full fees in advance and have received visa support documentation from ELH to apply for a visa to study English in England are entitled to a refund providing they fulfil all the requirements shown below:
2.12 Students who paid an instalment towards their full fees and have received visa support documentation from ELH to apply for a visa to study English in England are entitled to a refund providing they fulfil all the requirements shown below:
IMPORTANT:
We will only offer refunds in cases for visa refusal where the student has followed UK Home Office guidelines for their visa application.
If a student arrives without the correct visa, we are required by law to arrange for them to leave as soon as possible.
2.13 Refunds will be made in pounds sterling by the same payment method and to the same source as the original payment. Handling charges and fees levied by a bank on bank transfers or by a card company on any card payments are non-refundable. The payee is responsible for any bank handling charges, fees levied by a bank on bank transfers and any exchange rate costs which are due when a refund is issued. Fees are not transferable to other students.
2.14 We reserve the right to charge an administration fee for any changes made to the original booking and for any excess time we are required to spend when handling a student refund.
2.15 In the event that ELH has to cancel a course, we will do our best to move the student to an equivalent programme. If this is not possible, we will refund all fees paid to ELH, but will not refund any other payments, such as for flights.
2.9 In addition to the information about refunds here please see our refund policy below:
Refund Policy:
- Students must request a refund by email 7 days or more before the start date of their course.
- Students who want to request a refund of their accommodation fee must send their request by email 7 days or more before their accommodation arrival date. Refunds for accommodation students have asked us to book in a hotel, airbnb, B&B etc will be governed by the refund policy of the hotel, airbnb, B&B etc they have selected.
- Refunds will be issued only if students have followed the procedure outlined in the student terms and conditions.
- Refunds are subject to cancellation fees as shown in our student terms and conditions.
- If there are "exceptional circumstances" which a student would like us to consider they must explain these fully in writing.
The following fees are non refundable:
- Registration fee
- Booking fee
- Visa admin fee
- Accommodation placement fee
- Fast track fee
- Examination fee
- Postponement fees
- Cancellation fees
2.10 Students are entitled to a refund:
- If they cancel or shorten their course before their start date as shown from 2.1 to 2.3 as shown in our Terms and Conditions for students
- If they cancel or shorten their stay in homestay before their homestay arrival date as shown from 2.4 to 2.6 in our Terms and Conditions for students
2.11 Students who paid their full fees in advance and have received visa support documentation from ELH to apply for a visa to study English in England are entitled to a refund providing they fulfil all the requirements shown below:
- Their visa application is rejected and
- They have informed Elh in writing 7 working days or more before their UK arrival date and/or face2face course start date (whichever is earliest) and
- They have sent notice in writing of their visa refusal along with a copy of the visa refusal letter.
2.12 Students who paid an instalment towards their full fees and have received visa support documentation from ELH to apply for a visa to study English in England are entitled to a refund providing they fulfil all the requirements shown below:
- They have completed the live online lessons they have agreed to attend and
- Their visa application is rejected and
- They have informed Elh in writing 7 working days or more before their UK arrival date and/or face2face course start date (whichever is earliest) and
- They have sent notice in writing of their visa refusal along with a copy of the visa refusal letter.
IMPORTANT:
We will only offer refunds in cases for visa refusal where the student has followed UK Home Office guidelines for their visa application.
If a student arrives without the correct visa, we are required by law to arrange for them to leave as soon as possible.
2.13 Refunds will be made in pounds sterling by the same payment method and to the same source as the original payment. Handling charges and fees levied by a bank on bank transfers or by a card company on any card payments are non-refundable. The payee is responsible for any bank handling charges, fees levied by a bank on bank transfers and any exchange rate costs which are due when a refund is issued. Fees are not transferable to other students.
2.14 We reserve the right to charge an administration fee for any changes made to the original booking and for any excess time we are required to spend when handling a student refund.
2.15 In the event that ELH has to cancel a course, we will do our best to move the student to an equivalent programme. If this is not possible, we will refund all fees paid to ELH, but will not refund any other payments, such as for flights.
The Cooling Off Period
- If you cancel an English Programme within the Cooling-off Period (ie within 14 days of booking your programme), you will be entitled to a refund of all monies paid within 14 days of receipt by us of all the materials supplied to you, provided that these are fit to be reused.
- If you cancel an English Programme after the end of the Cooling-off Period, but at least 28 days prior to the start date of your Course, then you will be liable to pay a sum equal to the difference between the deposit paid and 25% of the total of your Course Fees.
- If you cancel an English Programme from 28 to 14 days before the start date of your Course then you are liable to pay 50% of the total of your Course Fees.
- If your course start date is within 14 days of the date you made your booking, your legal right to cancel this agreement under the Consumer Contracts Regulations 2013 (information Cancellation & Additional charges) will not apply.
- If you use any of the Services provided by us, you waive your right to cancel this agreement and the provisions of Clause 9.4 and 9.5 above shall apply.
- You cannot cancel your course after you have started your lessons.
CANCELLATIONS
You can request to cancel your course no less than 14 days before your course start date.
Once you have started your course then there are no cancellation rights available.
Businesses placing bookings can substitute a person from the same organisation providing the substitute is made in advance of the initial Course start date. It is the responsibility of the Business to ensure that any Learning Materials supplied are passed to the new attendee. If we are required to re-issue Learning Materials, these will be chargeable in accordance with the fees set out in our dates and fees.
In respect of individuals in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, you may cancel your course by letting us know in writing via email to [email protected].
Your cancellation of course email must be sent within 14 days of the date your Course booking was made (“Cooling-off Period”).
If you cancel a Course within the Cooling-off Period and 14 days or more prior to the commencement of a Course, you will be entitled to a refund of all monies paid within 14 days of receipt by us of all the materials supplied to you, provided that these are fit to be reused.
If you cancel a Course after the end of the Cooling-off Period, but at more than 28 days prior to the commencement of a Course, then you will be liable to pay a sum equal to the difference between the deposit paid and 50% of the total Course Fees.
If you cancel a Course within 28 days of the Commencement Date of the Course then you are liable to pay all Course Fees.
If your Commencement Date is within 14 days of the date of your booking is made, your legal right to cancel this agreement under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 will not apply.
If you use any of the Services provided by us, you waive your right to cancel this agreement.
If we have provided you with Course Materials, you must return these to us within 7 days of your cancellation date.
All Course Materials must be returned before any refund will be paid to you. If you do not return the Course Materials, or they are returned damaged, you will be liable for the cost of replacing them. Course Materials will be charged at the rates shown in the Addendum.
We reserve the right to amend from time to time fees shown on the Addendum and will notify you 28 days prior to any change
If we reserve you a place on a Course and you fail to attend without formal cancellation pursuant to Clauses 9.3, 9.4, 9.5 or 9.6, you will be liable for the entire Course cost, irrespective of whether you intend to complete the Course at a later date or not. If you do wish to complete your Course, subject to availability, we may be able to permit you to transfer your Course in accordance with Clause 10.
Unless made within the Cooling-off Period, course cancellations will not be accepted if you have already transferred your Course to a later date, as per Clause 10. The “Cooling-off Period” relates to the initial Course and not to any Course that you have transferred to, or substituted for the initial Course.
You can request to cancel your course no less than 14 days before your course start date.
Once you have started your course then there are no cancellation rights available.
Businesses placing bookings can substitute a person from the same organisation providing the substitute is made in advance of the initial Course start date. It is the responsibility of the Business to ensure that any Learning Materials supplied are passed to the new attendee. If we are required to re-issue Learning Materials, these will be chargeable in accordance with the fees set out in our dates and fees.
In respect of individuals in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, you may cancel your course by letting us know in writing via email to [email protected].
Your cancellation of course email must be sent within 14 days of the date your Course booking was made (“Cooling-off Period”).
If you cancel a Course within the Cooling-off Period and 14 days or more prior to the commencement of a Course, you will be entitled to a refund of all monies paid within 14 days of receipt by us of all the materials supplied to you, provided that these are fit to be reused.
If you cancel a Course after the end of the Cooling-off Period, but at more than 28 days prior to the commencement of a Course, then you will be liable to pay a sum equal to the difference between the deposit paid and 50% of the total Course Fees.
If you cancel a Course within 28 days of the Commencement Date of the Course then you are liable to pay all Course Fees.
If your Commencement Date is within 14 days of the date of your booking is made, your legal right to cancel this agreement under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 will not apply.
If you use any of the Services provided by us, you waive your right to cancel this agreement.
If we have provided you with Course Materials, you must return these to us within 7 days of your cancellation date.
All Course Materials must be returned before any refund will be paid to you. If you do not return the Course Materials, or they are returned damaged, you will be liable for the cost of replacing them. Course Materials will be charged at the rates shown in the Addendum.
We reserve the right to amend from time to time fees shown on the Addendum and will notify you 28 days prior to any change
If we reserve you a place on a Course and you fail to attend without formal cancellation pursuant to Clauses 9.3, 9.4, 9.5 or 9.6, you will be liable for the entire Course cost, irrespective of whether you intend to complete the Course at a later date or not. If you do wish to complete your Course, subject to availability, we may be able to permit you to transfer your Course in accordance with Clause 10.
Unless made within the Cooling-off Period, course cancellations will not be accepted if you have already transferred your Course to a later date, as per Clause 10. The “Cooling-off Period” relates to the initial Course and not to any Course that you have transferred to, or substituted for the initial Course.
