Refund Policy

RTL English Ltd is the content provider and copyright holder of all RTL English materials. Three vendors sell RTL English products, depending on the sales channel:

• Zomat Ltd - for direct sales on rtlenglish.com. Zomat Ltd operates this website, processes payments, ships digital products, handles customer support, and administers refunds on behalf of, and with the express permission of, RTL English Ltd.
• Digistore24 - for sales through any Digistore24 checkout. Refunds on Digistore24 orders are handled by Digistore24 under their own consumer terms.
• ClickBank - for sales through any ClickBank checkout. Refunds on ClickBank orders are handled by ClickBank under their own consumer terms.

Your contract of sale is with the vendor that processed your order. The vendor shown on your order confirmation and payment receipt is the merchant of record for your purchase. That vendor is responsible for checkout, payment processing, invoicing, and refund administration. RTL English Ltd is responsible for the licence of use and the integrity of the educational content, regardless of which vendor you bought through.

Communications about your purchase may be sent by Zomat Ltd using the RTL English brand and from rtlenglish.com email addresses, with the permission of RTL English Ltd. This is a deliberate brand choice so that you see one company - and that company is RTL English.

We sell transformation of reading ability, not files. Transformation requires applied practice. We do not offer refunds for change of mind, dislike of tone, lack of time, or financial hardship. We operate a strict performance-based guarantee: we assume the risk if you do the work and it fails. You assume the risk if you buy the work and do not do it.

All RTL English products are digital. Workbooks are delivered instantly as PDF downloads: you receive a download link on the confirmation page and by email immediately after purchase, and you can re-download at any time from the customer centre. It is your responsibility to enter a correct email address at checkout.

If a refund is issued for any reason, including chargebacks, your licence to use the digital content terminates immediately and download access is permanently revoked.

All products are covered by a 30-day money-back guarantee based on ineffectiveness. You have 30 days from the date of purchase to apply the programme with your learner.

3.1 Conditions for Refund (the \u201CDo the Work\u201D clause)

To be eligible for a refund under this guarantee, you must show that you applied the programme with your learner. The workbooks are a practice system, not a one-off read. We expect you to have:

• Downloaded your books and the free Parent Guide within 14 days of purchase.
• Applied the programme on at least 21 of the available 30 days. "Applied" means you sat down with your learner, opened the workbook, and worked through the activities. Illness, holidays, and busy weeks do not disqualify you - we expect 21 days, not 30.
• Completed at least one full workbook or four workbook units across the levels you purchased.
• Captured up to four photographs of completed workbook pages from different days.
• Set up at least one learner profile in the Learning Hub so we can match your evidence to the correct learner.
• Completed the short eligibility quiz and the reflection questionnaire on the refund request form.

To submit a refund request, sign in and go to /refund/request. You will need:

• a) Photographs of completed workbook pages. Between one and four photographs, taken on different days, showing different activities. Photographs of full pages are preferred; photographs of multiple pages stacked on a desk are acceptable.
• b) A routine summary. A written description of at least 100 words covering how often you practised, for how long each day, and where progress stalled.
• c) A gap statement. A written explanation of the gap between the promised outcome and your learner\u2019s actual result after doing the work.
• d) A short reflection. Three questions about what worked and what did not, completed as part of the refund request form.

We may decline the request if photographs are missing, the routine summary is below 100 words, the gap statement is empty, or the reflection is not completed. If the buyer cannot provide evidence because the learner has a protected characteristic (for example, a diagnosed learning need), they should contact us before submitting and we will discuss reasonable adjustments.

3.2 Approval & Resolution

If your evidence is approved, we refund the full purchase price to the original payment method within 5 business days, and your download access is revoked. We aim to review requests within 2 business days of submission.

All products are delivered electronically. There are no physical goods, no shipping fees, and no returns of physical items.

If a download link fails or a file arrives corrupted, notify us within 48 hours at help@rtlenglish.com and we will issue a replacement link. Delivery failures are fixed by replacement, not refund.

We have three refund-specific paths plus a single customer email. Choose the one that matches your situation.

• Applied the programme and want a refund. Sign in and use the /refund/request form. The 5-question eligibility quiz appears first; if you pass, you can attach your photos and write your routine summary.
• Bought the wrong level. Sign in and use the /refund/wrong-level form. We do not refund wrong-level purchases, but we may issue a discount coupon for the correct level at Zomat Ltd\u2019s discretion.
• Cannot or prefer not to use the forms. Email help@rtlenglish.com. We respond within 2 business days. Please include your order reference (RTL-XXXX-XXXX) from the order email, or the receipt number from your Stripe confirmation email, plus the buyer email on file.

The generic contact form is for general inquiries; refund and wrong-level requests submitted via the contact form will be redirected to the structured routes above.