Active individual courses, assessments and standard completion certificates have no compulsory fee. This policy covers historical purchases, current paid AI services and optional course-linked contributions paid through DiverseFX English. For a contribution payment problem or refund request, contact English Support with your payment reference. A contribution never purchases course access or a certificate, and a refund does not remove free learning. Optional general contributions are handled separately by DiverseFX Business under its contribution/refund terms.
1. Failed, cancelled or uncertain payments
A failed, declined, cancelled or unverified checkout does not create paid AI time. If money appears to have moved but our independent provider verification does not confirm a paid state, we will investigate and reconcile it rather than guessing.
2. Free courses and historical purchases
No payment or contribution is required for current individual course enrolment, assessments or standard completion certificates. Historical purchase records remain intact. Any historical purchase dispute is reviewed from its original terms, delivery evidence and applicable statutory rights. Moving to free education does not silently delete financial or learning records or create an automatic refund transaction.
3. Olivia and Amelia time
Olivia Learning Assistance and Amelia AI Language Tutor time are separate products. Active time is deducted only from the correct balance while a legitimate session is connected and billable. Purchased unused time expires 12 months after purchase. Used time is consumed and is not automatically recreated by a refund. Unused purchased time may be considered for refund at the owner’s discretion, subject to applicable law. Legitimately consumed time is ordinarily not automatically refundable merely because it has been used. Verified technical-failure time is considered separately. Monetary refunds require owner authorisation. Amelia time will not be converted into Olivia time or course credit unless an approved policy later states otherwise.
4. Service or provider failures
Disconnected, cancelled, pending, failed or uncertain states are contained and must not be treated as successful delivery. We check connection and time-account records when investigating disputed AI time. Where a verified technical failure caused an incorrect debit or prevented delivery, we prefer to restore the verified affected time where technically suitable through a separately recorded technical credit, with a Support reference and 12-month validity, or provide another remedy appropriate to the evidence and applicable law.
5. How to request help
Contact us promptly with the relevant order or session reference, but never send card details, passwords or secret tokens. Signed-in learners should use My Support; other enquiries can use Contact.
6. Payment questions and disputes
When checkout is offered, Peach Payments processes online payments. A bank statement alone may not show whether an interrupted transaction completed; contact us with the order reference so we can investigate. If you dispute a charge, you may also contact your payment provider. This policy does not limit applicable statutory rights or remedies.
We do not promise an automatic refund or refuse one solely because digital access or time has been used. Relevant delivery, usage and fault evidence and applicable law inform the review. A dispute is flagged for review; it does not automatically delete your account or learning evidence, impose a penalty fee or permanently reverse access. Purchase-specific terms must be shown before you authorise a payment.