MathsEleven — Refund & Cancellation Policy
MathsEleven · a trading name of Essex Education Academy Ltd
This policy explains how cancellations and refunds work for (A) your MathsEleven subscription and (B) printed exam papers posted to you. It sits alongside our Terms & Conditions and does not reduce your statutory rights.
MathsEleven is a trading name of Essex Education Academy Ltd, a company registered in England and Wales under company number 17451080. Registered office: 105 High Street, Brentwood, Essex, CM14 4RR. Contact: admin@mathseleven.co.uk.
A. Subscription (digital platform)
1. Free trial
- The 7-day trial requires a card and converts automatically to Premium Monthly (£39.95/month) unless you cancel before it ends.
- Cancel any time during the trial from your parent dashboard — you will not be charged anything.
- We send a reminder email three days before the trial converts.
2. Cancelling a paid subscription
- Cancel any time from your parent dashboard (or by emailing admin@mathseleven.co.uk from the account holder's address).
- Cancellation stops all future billing. You keep full access until the end of the period you've already paid for.
- Monthly example: cancel on day 10 of a monthly cycle and you keep access for the remaining ~20 days, then the account closes and you are not billed again.
3. Refunds on subscription payments
- At checkout you consent to immediate access and acknowledge losing the statutory 14-day cooling-off refund. Subscription payments already taken are therefore non-refundable.
- We may, entirely at our discretion, review refund requests made within 14 days of a first payment; a request does not entitle you to a refund, and no refunds are considered after that window.
- Annual plans: no refunds after purchase; cancellation stops the next renewal and you keep access for the year paid.
- Faulty service: if the platform is materially unavailable or defective and we cannot fix it within a reasonable time, you are entitled to a price reduction or refund for the affected period under the Consumer Rights Act 2015 — this statutory remedy applies at any time and overrides the positions above.
4. How subscription refunds are paid
Refunds go back to the original payment card via Stripe, normally within 14 days of our agreeing the refund (usually much sooner).
B. Printed exam papers (physical goods)
Current products: Single Exam Paper £20 · 2-Paper Bundle £35 · 3-Paper Bundle £45 (Premium Annual subscribers receive 10% off the 3-Paper Bundle). All prices include UK delivery. Where a discount was applied, any refund is of the amount you actually paid.
5. Changing your mind (statutory 14-day right)
- You can cancel your order for any reason within 14 days of the day you receive it. Tell us by email within that window, then return the papers within a further 14 days.
- To qualify for a full refund the papers must be returned unused — not written on or marked. If the papers come back used or damaged beyond reasonable inspection, we may reduce the refund to reflect their diminished value, as the law allows.
- Bundles: to receive a full refund on a bundle, return all papers in it. If you keep some, we will refund the difference between what you paid and the current standalone price of the papers you keep (e.g. return two papers from the £45 bundle and keep one: refund £45 − £20 = £25).
- Return postage: you pay the cost of returning the papers, and we recommend a tracked service — the papers remain your responsibility until they reach us.
6. Damaged, faulty or wrong items
If your papers arrive damaged, misprinted or not as ordered, email us within 30 days with a photo. We will send a free replacement or a full refund — your choice, including any postage you paid. We will not ask you to return damaged items at your own cost.
7. Non-delivery
- If your order hasn't arrived within 7 working days of our dispatch confirmation, contact us. We will investigate with the postal service and, if it is lost, send a free replacement or refund you in full.
- The legal backstop: we must deliver within 30 days of your order unless we agree a different date with you; if we fail, you may cancel for a full refund.
8. How goods refunds are paid
Refunds go to the original payment card within 14 days of the earlier of (a) our receiving the returned papers or (b) your providing evidence of return postage — and immediately for damaged, faulty or lost items once confirmed.
C. Anything else
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.
To exercise any right in this policy, email admin@mathseleven.co.uk with your order or account email. A model cancellation form is appended as a Schedule to our Terms & Conditions and is also available on request.