Refund Policy

Digital products

English by Kate sells downloadable educational resources, including PDF workbooks, toolkits and practice materials.

Because access to a digital product is normally provided immediately after payment, we do not ordinarily offer refunds solely because a customer changes their mind, no longer wants the resource or does not use it.

This change-of-mind policy does not exclude or limit any rights or remedies available under the Australian Consumer Law.

Problems with a digital product

Please contact us if:

your download link does not work;
the file is missing, corrupted or cannot be opened;
you receive the wrong product;
you are charged more than once for the same purchase;
the product is materially different from its description; or
the product otherwise fails to meet an applicable consumer guarantee.

We will assess the problem and may provide a new download link, replacement file, correction, refund or another remedy appropriate to the circumstances and required by law.

Where a problem is minor and can be fixed within a reasonable time, we may first provide a corrected or replacement file. Where there is a major problem, you may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

Duplicate purchases

If you accidentally purchase the same digital product more than once, contact us promptly. Once the duplicate transactions have been confirmed, we will ordinarily refund the duplicate charge.

Compatibility and customer devices

Product descriptions will identify the format of each downloadable resource. Customers are responsible for ensuring they have a device and suitable software capable of opening the stated file format.

If you experience difficulty accessing a file, please contact us. We will make reasonable efforts to help you access your purchase. A technical problem caused solely by a customer’s device, software or internet connection does not automatically entitle the customer to a refund, but this does not limit any rights under applicable law.

Lessons and consultations

Lessons and consultations are booked separately. Any cancellation, rescheduling or non-attendance terms displayed during the booking process apply to those services.

Nothing in those terms excludes or limits rights that cannot lawfully be excluded under the Australian Consumer Law.

Requesting assistance or a refund

your name;
the email address used for the purchase;
your order number, if available;
the name of the product; and
a brief description of the problem.

We may request reasonable proof of purchase and information needed to assess or resolve the issue.

Approved refunds will generally be returned to the original payment method. Processing times may depend on Stripe and the customer’s financial institution.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy is intended to restrict any non-excludable consumer right or remedy.

Last updated: 29 August 2026.