Refund Policy

Preferred commercial stance pending solicitor review — not formal legal advice.

StarLiz is a monthly subscription service, not a pay-per-lesson service. Refunds are the exception, not the normal cancellation process.

StarLiz subscriptions provide access to the platform for the duration of the subscription period. Refunds are not normally available for partial use, unused sessions, or voluntary cancellation outside any applicable cooling-off rights. In exceptional circumstances, StarLiz may offer a goodwill refund, account credit, or subscription extension at its discretion.

If a parent cancels part-way through a billing period, there is no automatic pro-rata refund.

The subscription remains active until the end of the billing period and access continues until expiry, as described in the Subscription Terms.

Cancelling a Short Learning booking does not create a booking-fee refund because there is no per-booking fee, and there is no late-cancellation charge.

Cancel booking is not cancel subscription and does not change billing.

There is no refund for unused Short Learning sessions. Example: a parent books five sessions, uses none, and cancels the subscription — that unused capacity does not create a refund. The subscription purchased access, not guaranteed attendance.

AI teaching is guaranteed. Human support is a safety net when available — not a private 1:1 tutor booking.

No human tutor available does not equal a refund. Where the AI learning service was available and functioning as described, human-tutor unavailability is not a refund event.

New consumer online subscriptions have a 14-day cooling-off window as described in the Subscription Terms.

If the parent has not used the digital learning service during that window, a refund can be considered under the final legal wording.

If immediate digital access was chosen and the service has already been used, the final solicitor-approved wording will explain how that affects any cooling-off refund.

Platform Admin may approve a goodwill refund in exceptional cases. Examples include duplicate payment, billing error, technical issues preventing access for a significant period, accidental duplicate subscription, or exceptional compassionate circumstances.

Goodwill refunds are never automatic.

Authority: Support may recommend only; School Admin cannot approve financial refunds; Platform Admin may approve goodwill refunds; Platform Owner retains final approval for exceptional cases.

Every goodwill refund should record reason, amount, approver, date, notes and an audit log entry through operational billing processes.

If StarLiz has a significant service failure, Platform Admin may choose to offer a subscription extension, account credit, or goodwill refund.

This policy does not promise a specific automatic remedy; the response depends on the circumstances.

Refunds are handled in accordance with the payment provider's capabilities and this policy. StarLiz does not promise recovery of non-refundable third-party processing fees.

Contact [email protected] with the subscription reference and reason. Support may escalate a recommendation for Platform Admin review.