Reading Eggs Refund Policy

Credit card transaction policy

All credit card transactions made for parent web subscribers are done over a secure internet connection.

Digital certificates are used to maximise security when credit card information is processed through our subscription management provider. Our subscription management provider is PCI Compliant and is PCI DSS Level 1 certified.

Consumer data information

Purchasing information provided from online transactions for parent web subscribers is used for accounting purposes only.

After payment, no credit card details are retained or stored by us. Stringent physical and technological measures are taken to protect customer information.

Refund policy for parent web subscribers

If you purchased a yearly or monthly subscription through the website, you can cancel your subscription at any time. Reading Eggs offers a 30‑day money‑back guarantee for our website customers, commencing on the day of purchase of the initial subscription term. After 30 days, no refunds will be offered.

To obtain a refund, please email customerservice@readingeggs.co.uk and provide the following information:

• Your full name
• Your full address
• A contact phone number
• Your email address
• The subscription that you purchased (and would like a refund for)
• The date of purchase
• The reason that you want a refund

Upon receipt of your refund request, we will process your refund as quickly as possible (please allow up to 14 days).

ONCE THE REFUND HAS BEEN MADE YOUR ACCOUNT WILL LOSE ITS SUBSCRIPTION.

Cancelling and refunding your app subscription via Apple App Store or Google Play

For both App Store and Google Play app subscriptions, you will only be charged once your free trial period has ended. If you cancel your paid subscription, you will continue to have access to your subscription for the period of time that has already been paid, and no future charges will be made.

If you need to report a problem with a subscription that you have purchased using the Reading Eggs or Mathseeds apps, you will need to follow instructions provided by Apple or Google.

You can find more information on reporting a problem with Apple at https://support.apple.com/en-gb/HT204084.

For information on reporting a problem with Google, visit https://support.google.com/googleplay/answer/7100415?hl=en.

Apple App Store subscriptions

If you purchased a subscription via the App Store, you can cancel your subscription at any time. Please note, transactions made through the App Store are between the purchaser and Apple. We cannot directly manage the refund and/or cancellation process on behalf of the customer.

For more information on how to cancel your Reading Eggs or Mathseeds app subscription via the App Store or request a refund, please visit https://support.apple.com/en-au/HT202039.

Google Play app subscriptions

If you purchased a subscription via Google Play, you can cancel your subscription at any time. We offer a 30‑day money‑back guarantee for Google Play customers, commencing on the day of purchase of the initial subscription term. Please contact our customer service team at customerservice@readingeggs.co.uk. After 30 days, no refunds will be offered.

For information on cancelling a subscription via Google Play, visit: https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en.

If you would like to request a refund for your Reading Eggs or Mathseeds app subscription via Google Play, please submit this form here.

Pre‑paid subscriptions purchased through a third party partner

If you purchased a pre‑paid subscription through a third party partner and receive a unique access code to activate your subscription, we are unable to provide a refund. Any transaction issues or request for refunds prior to activation is subject to the third party partner's policy and are between the purchaser and third party partner.

Auto‑renewing subscriptions must first be cancelled to redeem the unique access code. Any additional time will be added to your account after your current subscription expires. Prepaid unique access code cannot be claimed in conjunction with any other offer.

Once a pre‑paid subscription is activated you may cancel your subscription and no refunds are offered. Our contact details can be found further below.

To return physical items such as books and flashcards

We will provide a refund or exchange on the presentation or return of an item(s) in original condition and with original proof of purchase, if the item:

• is faulty;
• was misdescribed; or
• does not match a sample shown to you.

Please wrap the items securely and return them, with your order number on the address label, to:

Reading Eggs Product Returns
ATT: Customer Service 655 Paramatta Road
Leichhardt NSW 2040
Moorebank NSW 2170
Australia

Please also include your name, telephone number and address, plus a note explaining why you are returning the item(s).

For further information, please call us on 0117 3600248 9am–5pm GMT or email customerservice@readingeggs.co.uk.

Refund policy for school licences

Reading Eggs offers a 28‑day money‑back guarantee to schools. Please contact us on 0117 3600248 or email our education team at customerservice@readingeggs.co.uk.