Email [email protected] from the address you used for the purchase, or contact Paddle directly at paddle.net.
Tell us the email your access is registered to and the date of purchase. That is enough — no forms, no scans, no signatures.
Paddle.com is the Merchant of Record for all our orders and processes all refunds. The money is returned to the payment method you used. Paddle typically completes this within 3–5 business days, though your bank may take longer to show it.
If a course purchase is refunded, course access is closed within one business day of the refund being approved.
We are not obliged to refund course purchases after the 14-day window, but we would rather solve the problem than keep money from an unhappy customer. If something went wrong, such as a technical issue, a purchase made by mistake or a course that turned out to be at the wrong level, write to us anyway and we will look at it.
Speak minutes are time for voice conversation practice with our AI conversation partner on the HiEng platform. Students with active course access can buy them in one-time packages, separately from the course. Exercises and AI practice inside course lessons do not use Speak minutes: they are part of course access. Before buying, students who have Speak can try it for free: 20 minutes as a gift, plus more minutes in exchange for coins earned by studying on the platform.
Refunds for Speak minutes bought through Paddle follow Paddle’s Refund Policy. Under it, Paddle may grant a refund at its discretion if you ask within 14 days of the purchase, and a refund is always given where the consumer law that applies to you requires one. To ask for a refund, use the link in your Paddle receipt or go to paddle.net, or write to [email protected] and we will help. This does not limit any statutory right of withdrawal or cancellation that you have, including the right described in “Your statutory rights in the EU and UK” below.
Purchased minutes do not expire: they stay in your account until you use them. Minutes can be used only for voice conversations in Speak on your own account. They cannot be transferred to another person or exchanged for other products. Free minutes, from the gift or for coins, have no cash value. If minutes were deducted for a conversation that did not take place, write to [email protected]: we will check and return the minutes to your account.
If you were charged but the minutes did not appear in your account, write to [email protected]. We will add the minutes or ask Paddle to refund the payment.
If a payment for Speak minutes is fully refunded or charged back, the unused minutes from that purchase are removed from your account. If we ever close Speak, we will ask Paddle to refund the money for your unused paid minutes.
If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a contract for digital content within 14 days.
This right does not apply once the digital content has been made available to you and you have expressly consented to immediate access and acknowledged that you thereby lose your right of withdrawal. This consent is collected during checkout. For Speak minutes, the way this right applies is set out in Paddle’s Buyer Terms and Refund Policy.
Independently of that statutory right, our own 14-day refund policy for course access applies to every customer regardless of where they live.
Individual Entrepreneur Kuzmina Irina Vasilievna — [email protected]
HI ENG