Refunds and Withdrawal

Fourteen days from the purchase, the full amount back, no reason needed, even if you have opened every lesson and printed every worksheet.

How to ask

Reply to your receipt email, or write to support@kaolokids.com from the address you paid with, and say you want a refund. There is no form and we do not ask why. If you prefer, you can use the model withdrawal form at the bottom of this page, but you do not have to.

You can also call +351 927 079 091 or write to Alyce Beatriz Barroso de Lima, R. Infante Dom Henrique 188, 8500-694 Portimao, Portugal.

How long it takes

We start the refund within two working days of your message, and in any case within 14 days. Stripe returns the money to the card you paid with, using the same means of payment, at no cost to you. Your bank then takes its own time, usually five to ten days.

What happens to your access

Your access closes when the refund is issued, and you are asked to delete the files you downloaded. Keeping and using them after a refund is a breach of the licence in the Terms of Sale.

Your legal right of withdrawal, and how it interacts with this

European Union consumers have 14 days to withdraw from a distance contract. For digital content delivered immediately, that right ends once delivery has begun, if you asked for immediate delivery and acknowledged losing the right. At checkout you are asked to confirm both, because the lessons open at once.

So in strict legal terms your statutory right ends when your lessons open. The 14 day guarantee on this page is our own promise, given voluntarily, and it is wider than the law requires. It does not reduce any right you have by law, including your rights if the course is faulty or not as described.

If the course is faulty or not as described

That is a different matter and it is not limited to 14 days. If a lesson does not play, a worksheet will not open, or the course does not contain what the pricing section said it contained, write to us. You are entitled to have it put right, and to a reduction or a refund if we cannot. Portuguese law gives you these rights for a period of at least three years for digital content.

After 14 days

The guarantee has passed, but write to us anyway if something is broken, missing or different from what the page promised. We would rather fix it or refund you than argue.

Refunds we will not give

We will refuse a refund only where we can show the files were shared publicly or resold, or where the same buyer has repeatedly bought and refunded. We have never had to do either.

Model withdrawal form

You may, but do not have to, use this wording. Send it to support@kaolokids.com or to Alyce Beatriz Barroso de Lima, R. Infante Dom Henrique 188, 8500-694 Portimao, Portugal.

To Alyce Beatriz Barroso de Lima, R. Infante Dom Henrique 188, 8500-694 Portimao, Portugal, support@kaolokids.com:

I hereby give notice that I withdraw from my contract for the sale of the following service: Kaolo Kids, plan ______.
Ordered on: ______
Name of consumer: ______
Address of consumer: ______
Date: ______