How to request a refund
Email [email protected] for direct orders, or [email protected] for ESA orders when the program permits direct contact. Include your order reference and a short description. Please do not email bank details or sensitive student identifiers.
ESA purchases must follow any required program or marketplace communication and approval process.
Cancellations before fulfillment
An order canceled before Online activation and physical shipment receives a full refund. If either part has already been fulfilled, the 30-day terms apply. We refund products or services we cannot provide. A replacement may be offered when the buyer chooses it and the payment program permits it.
Returns and Online access
For Online orders, request a full refund within 30 calendar days of activation. For the printed package, request a full refund within 30 calendar days of workbook delivery.
If a return is required, we provide a prepaid label within 24 hours after approval and pay return shipping. There is no restocking fee. A full printed-package refund includes its Online access; access for the refunded order ends when the refund is processed. No return is needed when it is waived by PencilGo or, for ESA orders, the administrator.
Missing, incorrect, or damaged orders
Report delivery problems promptly. We will arrange a replacement at no additional charge or a refund, following the program process for ESA purchases. Undelivered orders, duplicate charges, and billing errors are corrected even after the ordinary 30-day window. No charge is retained for an undelivered order.
Processing and payment
We respond to refund and delivery inquiries within 24 hours. We process an approved Online refund within 24 hours after approval, and an approved physical return refund within 24 hours after receiving the book or confirmation that the return is waived. Your payment provider controls when the credit appears.
Direct refunds return to the original payment method. Purchases billed by Apple follow Apple’s refund process; request a refund at Apple’s Report a Problem page.
ESA refunds return only through the original program-approved payment route to the appropriate student account, after required approval. We do not issue scholarship refunds as cash, personal rebates, gift cards, or transfers to another account.
After 30 days and renewal
After the ordinary refund period, fulfilled annual access is not prorated solely because a family stops using it, unless applicable law, program rules, or a service failure require a refund. Canceling a subscription stops its future renewal; it does not automatically refund the current term. Manage direct subscriptions from your account’s billing settings, or through Apple for Apple-billed purchases. ESA renewals require the program’s applicable authorization.
Program rules and availability
Mandatory program, marketplace, and legal requirements take priority when they provide additional rights or require a different process. These terms do not establish ESA eligibility, guarantee reimbursement, or make an unapproved product available for ESA purchase.
View current ESA availability