Language courses are a service, not a parcel — but you still deserve clear, fair rules about your money. This policy applies to all courses sold by Dogkit English Lab Sdn Bhd through dogkit.help.
1. The 14-day cooling-off window
If you change your mind within 14 days of payment and have attended no more than one paid lesson, we refund the full amount, no questions asked. One attended lesson is deducted at the single-lesson rate. This window exists because we would rather lose a sale than keep an unhappy learner.
2. Withdrawing mid-course
After the cooling-off window, you may withdraw from a lesson package at any time. We refund the unused lessons, calculated as: amount paid, minus lessons already taken charged at the single-lesson (non-package) rate, minus lessons cancelled late under the scheduling rules. If the calculation produces a negative number, nothing further is owed by either side.
3. When a full refund is automatic
- We cannot offer a coach for your course within 14 days of payment;
- We cancel a course before it starts;
- A technical failure on our side prevents delivery of more than two consecutive scheduled lessons and we cannot propose reasonable replacements.
4. What is not refundable
- Lessons already delivered and attended;
- Lessons forfeited by cancellation within 12 hours or non-attendance;
- Certificate reissue fees and completed placement assessments beyond the free chat.
5. Unhappy with your coach?
Before asking for a refund, tell us. A coach change is free, immediate and far more common than learners expect. Most "refund" conversations end with a better-matched coach and a finished course — but if the second match still does not work, we will refund the remaining lessons under section 2 without further debate.
6. How to request a refund
Email [email protected] from the address on your invoice, stating the invoice number and your bank details. No refund forms, no call-centre queue.
7. Processing time
Approved refunds are paid to a Malaysian bank account within 10 working days. Refunds to international cards or accounts may take up to 20 working days depending on the payment provider. We confirm by email on the day the transfer is made.
8. Questions
Anything unclear, ask before you buy: +60 3-2718 4360 or [email protected]. This policy sits alongside our Terms & Conditions and your statutory rights under Malaysian consumer law.