La Rosa English - Refund & Cancellation Policy
Last updated: September 2026
This Refund & Cancellation Policy applies to products and services purchased directly from La Rosa English Ltd (“La Rosa English”, “we”, “us” or “our”). We aim to provide clear information about each product or service before purchase. Refund and cancellation eligibility varies depending on the type of product or service purchased and whether access, delivery or personalised work has commenced. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable consumer law.
1. Digital Learning Materials
This section applies to digital learning materials including: Sound Mastery™ Time Mastery™ Word Foundations™ The Mastery Collection Because these products provide access to digital educational content, purchases are generally non-refundable once access to the purchased material has been provided, except where a refund or other remedy is required by applicable law. Learners are encouraged to review the product description and inclusions carefully before purchasing. A change of mind, failure to use the material, or a decision that the learner no longer wishes to complete the material does not ordinarily entitle the purchaser to a refund once digital access has been provided. If you experience a technical problem preventing access to material you have purchased, please contact La Rosa English so that we can first attempt to resolve the issue.
2. English Communication Assessment
The English Communication Assessment is an individually delivered service that involves review and preparation specific to the learner. A cancellation may be requested before assessment work has commenced. Once the learner's assessment responses have been submitted and La Rosa English has commenced reviewing, assessing or preparing the personalised report or 4-Week Practice Program, the service is generally non-refundable except where required by applicable law. The complimentary 4-Week Practice Program is provided as part of the completed assessment service and does not have a separate refundable value. Failure to complete or submit the assessment after purchase does not automatically entitle the purchaser to a refund.
3. 4-Week Private Coaching Program
The 4-Week Private Coaching Program includes personalised preparation, assessment and individual coaching support. A cancellation request may be made before personalised work or delivery of the program has commenced. Once La Rosa English has commenced the learner's assessment, personalised preparation, coaching or other individual work associated with the program, the program is generally non-refundable except where required by applicable law. Choosing not to participate, not submitting available practice or audio recordings, or not using the available coaching support does not ordinarily entitle the learner to a full or partial refund.
4. 60-Minute Private Coaching Sessions
A learner may request to cancel or reschedule a booked 60-minute coaching session by providing at least 24 hours' notice before the scheduled start time. Where at least 24 hours' notice is provided, the learner may reschedule the session to another mutually available time. Cancellations or rescheduling requests made less than 24 hours before the scheduled session may result in the session being treated as used and may not be eligible for a refund or replacement session, except where required by applicable law or otherwise agreed by La Rosa English. Failure to attend a scheduled session without notice may result in the session being treated as used.
5. If La Rosa English Cancels a Session
If La Rosa English needs to cancel a scheduled coaching session, the learner will be offered a suitable alternative time. If an appropriate alternative cannot reasonably be arranged, the learner will be entitled to a refund for the affected session.
6. Technical Issues
If a learner cannot access purchased digital content because of a technical issue, the learner should contact La Rosa English with details of the problem. Where reasonably possible, La Rosa English will first attempt to restore or provide appropriate access. This does not affect any remedy available under applicable consumer law where a product or service is faulty, materially different from its description or otherwise does not meet applicable legal requirements.
7. Duplicate or Incorrect Purchases
If you believe you have accidentally been charged more than once for the same purchase or have made an incorrect purchase, contact La Rosa English as soon as possible. Requests will be reviewed based on the circumstances and whether access, personalised preparation or service delivery has commenced.
8. How to Request a Cancellation or Refund
To request a cancellation, reschedule or refund review, contact:
La Rosa English
Email: elle@larosaenglish.com
Website: larosaenglish.com
Please include your name, the product or service purchased and sufficient information for us to locate the purchase. Where a refund is approved, it will ordinarily be returned through the original payment method where possible.
9. Consumer Rights
Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or modify any statutory guarantee, right or remedy that cannot lawfully be excluded. Where applicable law provides the purchaser with rights beyond those described in this policy, those legal rights continue to apply.