Can I get a refund?

If you are unhappy with your account purchase and you would like to cancel and request a refund, contact the Student Success team with your account and payment details. They will assess your purchase and usage history before confirming whether a refund is possible.

If you paid the entire cost of your package before you started, a refund may be possible under the following circumstances:

• you purchased in the last 10 days
• you have not used any resources

Please note, a $30 USD administration fee may apply. For payments from Australia, the 10% GST is not included in the refund.

If you have used any of the resources you paid for, we would not usually offer a refund, much the same as a retail returns policy won't apply to an item that has been used. Refunds are also subject to the applicable terms and conditions and may be discretionary, except where a product or delivery is technically faulty.

Cancelling a free trial or free account

To cancel a free trial or free account, contact the Student Success team and confirm that you want the account deleted. Once deletion is confirmed, you can sign up again using the same email address if needed.

How long does a refund take?

Once a refund has been initiated, it typically takes 3–5 business days to appear in your account, depending on your bank or payment provider. In some cases, it may take 5–10 business days. If you have not received it after the stated timeframe, contact the Student Success team so they can investigate.

Other payment issues

I paid but did not receive access or a welcome email

Check your inbox and spam folder first. If the email address entered during checkout was incorrect, create a free account using the email address you want to use and contact the Student Success team with your order or payment details. Once the account is confirmed, it can be upgraded to the package purchased. After the upgrade, log out and log in again to see the changes. Use Google Chrome when accessing the platform.

If you paid for one test but the receipt shows a different test, the payment may have been processed according to the test associated with the account at checkout. Contact the Student Success team to request a switch to the correct test.

The amount charged is different from the displayed price

Prices are shown in USD, while your bank statement may show the converted amount in your local currency. Taxes or fees, or additional resources added during checkout, may also increase the final amount. Check these items when the payment page total differs from the advertised price.

A charge is still pending

A second pending amount may be a temporary bank authorization rather than a completed duplicate payment. If only one successful payment was received, the pending charge will usually disappear automatically within a few days. If it remains, contact your bank for clarification.

I cannot log in after payment

Go to www.e2language.com, select LOGIN, then choose LOGIN WITH GOOGLE. Use Google Chrome. If you still cannot access your account, contact the Student Success team so your account or password can be checked.

Updated on: 10/08/2026