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Last updated: August 20, 2026
If you bought a token package by mistake, email v@englishrhino.com promptly with the account email and purchase date. We review requests individually. A voluntary refund is available only if none of the tokens from that purchase have been used.
When an AI evaluation fails before completion, its reserved tokens are automatically returned to the account. This is a token reversal, not a payment refund. If you see a failure message, your balance should return automatically; contact us with the approximate time if it does not.
Permanent-access question banks and consumable Complete Test packages are different products. The access type, included quantity, and price are shown before checkout. Statutory cancellation and refund rights remain unaffected.
Lesson balances and individual lessons follow the cancellation terms shown when you book. An eligible cancellation returns one lesson to the same balance. After the notice window, a cancelled lesson may be treated as used. Contact us if a lesson cannot take place because of an English Rhino or teacher-side issue.
Approved payment refunds are returned through Stripe to the original payment method. Bank processing time varies. Tokens or lesson balances associated with a refunded purchase may be removed from the account.
This policy does not limit any cancellation, refund, chargeback, or consumer right that applicable law requires. Suspected fraud or duplicate charges will be investigated.