Return & Refund Policy

We would rather fix a problem than argue about money. This policy sets out when ElectricForge English Studio Sdn Bhd refunds fees, so that both sides know where they stand before a single lesson is booked.

1. The cooling-off week

Every paid enrolment starts with a seven-day cooling-off period counted from your first paid lesson. Cancel in writing within that week and we refund everything you paid, minus only the lessons already delivered at the pack rate. No reasons required.

2. One-to-one lesson packs

Unused lessons in a pack are refundable at any time during the pack’s six-month validity. We deduct the lessons already taken — charged at the single-lesson price rather than the discounted pack price — and refund the remainder.

3. Conversation Club and Young Learners terms

Group fees are billed per term. You may cancel a term up to three days before it starts for a full refund. Once a term is underway, we refund the sessions not yet held if you cancel because of relocation, medical reasons or a schedule change on our side; otherwise remaining sessions convert to a credit valid for six months.

4. Full-Time Intensive

Because cohort places are limited, the deposit (20% of the term fee) becomes non-refundable seven days before the cohort starts. The balance is refundable pro rata during the first week of the term, and non-refundable after that, except where clause 6 applies.

5. Lessons we cancel

If we cancel a lesson and cannot offer a substitute mentor or a time that works for you, the lesson is credited back automatically; you may convert accumulated credits to a cash refund at any time.

6. Service failure

If we materially fail to deliver what you paid for — for example a course is discontinued, or we cannot staff your schedule for more than two consecutive weeks — you may end the enrolment and receive a full refund of all undelivered services regardless of the timelines above.

7. How refunds are paid

Request a refund by email to [email protected] stating the student name and enrolment. We confirm within three working days and pay approved refunds within fourteen days, by bank transfer to a Malaysian account or by reversal to the original payment method. We never refund to a different card or third party.

8. Certificates and materials

Digital materials and issued certificates are not returnable, and their delivery does not affect your right to a refund of undelivered lessons.

9. Disagreements

If you believe we have applied this policy wrongly, write to the studio manager at [email protected]. Unresolved disputes may be referred to the Tribunal for Consumer Claims Malaysia or the Malaysian courts.