Sales & Refund Policy

1. About this policy

This policy sets out how buying lesson plans, tokens and lessons from MPN Agency Ltd (company number 17515460, Flat 11, 48 Lynton Road, London, England, W3 9HW) works, and your rights to cancel and to a refund. It applies to purchases made on our learning platform and forms part of our Terms of Use. It does not affect your statutory rights as a consumer.

2. Plans, tokens and what you buy

You can buy a learning plan (a package of lessons in one of our plan sizes), a first trial lesson or a single lesson. Each plan gives you tokens, and one token equals one lesson, whether a one-to-one lesson or a group session. Tokens are added to your account and used to book lessons on the platform. The price per lesson, the number of lessons and whether the option is one-to-one or group are shown before you pay. Each plan comes in two options (for example 2 or 3 lessons a week).

3. Prices and payment

Prices are shown in British pounds (GBP) and include VAT where it applies. Payment is taken at checkout by our payment provider, Stripe; MPN does not store your full card details. We may change prices from time to time, but a change never affects a plan you have already bought.

4. Token validity

Tokens are valid for the duration of your plan. Tokens you have not used remain valid for 30 days after your plan ends, so that you can catch up on lessons. Tokens not used by the end of that period expire and cannot be exchanged for cash, except where you are entitled to a refund under section 6 or by law.

5. Booking, changing and cancelling lessons

• You can cancel or reschedule a lesson free of charge from your account with at least 24 hours' notice before it starts, and the token is returned to you.
• If you cancel with less notice, or do not attend, the token is used, because the tutor's time has been reserved.
• If a tutor cancels or cannot teach a lesson, you will not lose a token: you can rebook with another tutor (such as one of your backup tutors) or the token is returned to you.
• Group lessons need at least 3 students to start. If a group does not start, we will offer you a place in another group or one-to-one lessons, or refund the unused part of your payment.

6. Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel a plan, trial lesson or single lesson within 14 days of buying it, without giving a reason. To cancel, tell us clearly in writing (for example by email to info@mpnagency.com) before the 14 days end. You may use the model cancellation form in those Regulations, but you do not have to.

When you buy, you may ask us to let your lessons start within the 14-day period. If you do, and then cancel, you must pay for the lessons you have already used (and for any part of a lesson already given) in proportion to the full price of the plan. If a service has been completely provided before you cancel, with your express request and your acknowledgement that you lose the right to cancel once it is fully performed, you can no longer cancel it.

We will refund what you are owed within 14 days of the day we receive your cancellation, to the payment method you used.

7. Refunds outside the 14 days

After the 14 days, refunds are considered case by case, for example where we have not provided the service with reasonable care and skill, a lesson cannot be delivered, or a group does not start. If the service is not as it should be you have legal remedies under the Consumer Rights Act 2015, including a repeat of the service or a price reduction, and we will deal with any problem fairly. The refund of a plan you part-used is calculated pro rata using the tokens already used and the price you paid after any discount.

Used tokens (lessons that took place), lessons cancelled with less than 24 hours' notice or missed, and tokens that have expired are not normally refundable, but this does not limit your legal rights.

8. How to ask for a refund or raise a billing question

Email info@mpnagency.com or use our contact page with your account email and order reference. We aim to reply within 5 working days. Approved refunds go back to the original payment method and may take several working days to reach your account, depending on your bank or card provider.

9. Failed payments, errors and chargebacks

If a payment fails or is declined, your plan will not be activated until payment succeeds. If you think you have been charged incorrectly, please contact us first so we can investigate quickly; this usually resolves things faster than a chargeback request to your bank. This does not affect your right to ask your card provider for a refund.

10. Complaints

If you are unhappy with a purchase or a lesson, please tell us at info@mpnagency.com. Our complaints process is explained on our Legal Information page.

11. Contact us

MPN Agency Ltd, Flat 11, 48 Lynton Road, London, England, W3 9HW. Email: info@mpnagency.com.