Refund Policy

At HEPTA'S EDU, we strive to provide excellent service. This policy outlines the conditions under which we issue refunds for our educational services and test bookings.

Contents

1. General Refund Policy

HEPTA'S EDU is committed to fair and transparent refund practices. Our general principles are:

  • All refund requests must be submitted in writing to edu@heptas.co.uk
  • Refund eligibility varies based on the type of service and timing of cancellation
  • Processing time for approved refunds is typically 7-14 business days
  • Refunds are issued using the original payment method when possible
  • Administrative fees may apply to certain refund situations

For fees paid to third parties (universities, government agencies, testing organizations), our ability to obtain refunds is subject to their respective refund policies.

2. Language Test Refunds

Our refund policy for language test bookings (ELLT, IELTS, PTE, Duolingo, etc.) is as follows:

Note: Once we have booked the test for you, we are unable to refund the test fee. It's totally up to the test provider to decide whether to refund the test fee.

Timeframe Refund Percentage Conditions
More than 14 days before test booking 90% of test fee £15 administrative fee applied
7-14 days before test booking 75% of test fee Subject to test provider approval
3-7 days before test booking 50% of test fee Subject to test provider approval
Less than 3 days before test booking No refund Rescheduling may be possible with fee
After test booking No refund Except in cases of documented illness

2.1 Test Rescheduling

Instead of cancelling, you may reschedule your test:

  • More than 7 days before test booking: £20 rescheduling fee
  • 3-7 days before test booking: £35 rescheduling fee
  • Less than 3 days: Rescheduling not available, new booking required

2.2 Special Circumstances

Full or partial refunds may be considered in cases of:

  • Documented medical emergencies (doctor's note required)
  • Bereavement (documentation may be required)
  • Natural disasters or severe weather preventing attendance
  • Test center cancellations or technical failures

3. University Application Services

For our university application assistance services:

Service Stage Refund Eligibility
Before work begins on application 90% refund (10% administrative fee)
After initial consultation but before document preparation 70% refund
After document preparation but before submission 50% refund
After application submission No refund

Important: Application fees paid directly to universities are subject to their individual refund policies and are typically non-refundable.

4. Educational Consulting Services

For our educational consulting and counseling services:

  • Unused prepaid consulting hours may be refunded at 80% of the hourly rate
  • Cancellations for scheduled consultations require 24 hours notice for full credit
  • Cancellations with less than 24 hours notice will be charged at 50% of the session fee
  • No-shows without notice will be charged the full session fee
  • Package services (multiple sessions) have a prorated refund based on services delivered

5. Visa Assistance Services

For our visa application assistance services:

Service Stage Refund Eligibility
Before initial document review 85% refund
After document review but before application preparation 60% refund
After application preparation but before submission 40% refund
After visa application submission No refund

Note: Government visa application fees are subject to the respective immigration authority's refund policy and are typically non-refundable.

5.1 Visa Rejection Policy

In case of visa rejection:

  • Our visa assistance service fee is non-refundable
  • We offer one free reapplication assistance if the rejection was due to documentation errors that we could reasonably have prevented
  • Additional reapplications will be charged at a 50% discounted rate

6. Refund Process

How to Request a Refund

  1. Send an email to edu@heptas.co.uk with the subject line "Refund Request - [Your Name]"
  2. Include your full name, service purchased, date of purchase, and order/booking reference number
  3. Explain the reason for your refund request
  4. Attach any relevant supporting documentation (medical certificates, etc.)
  5. Our team will review your request within 2 business days
  6. If approved, refunds will be processed within 7-14 business days to your original payment method
  7. You will receive an email confirmation once the refund has been processed

7. Exceptions and Special Circumstances

We understand that unforeseen circumstances may arise. In the following situations, we may consider exceptions to our standard refund policy:

  • Service Quality Issues: If our services fail to meet reasonable standards, we may offer full or partial refunds
  • Documented Medical Emergencies: Serious illness or hospitalization (medical documentation required)
  • Force Majeure Events: Natural disasters, political unrest, or other circumstances beyond reasonable control
  • Technical Failures: System errors or technical issues on our part that prevented service delivery

Each exception request is evaluated on a case-by-case basis. Our goal is to find a fair and reasonable solution for all parties involved.

8. Contact Us

If you have any questions about our Refund Policy, please contact our Customer Service team:

Email: edu@heptas.co.uk
Phone: +44 (0) 7727 677740
Address: 21 Mill Street, Luton, Bedfordshire, LU1 2NA, UK

Last Updated: March 21, 2025