Refund Policy

Oracy Spark · Last updated 13 October 2026

1. General position

Oracy Spark offers individual memberships for teachers, tutors, home educators and families, as well as subscriptions for schools and organisations.

Once access has been provided, fees are normally non-refundable, except under our 21-day individual membership money-back guarantee, the teacher-to-school refund offer, the other circumstances set out in this policy, or where a refund or other remedy is required by law.

2. Teacher refund when their school joins

If a teacher purchases an individual membership and their school purchases an infant, junior or whole-school subscription within 30 days of the teacher's purchase, the teacher can request a refund of the individual membership fees they paid, up to a maximum of £29.

This offer applies specifically to teachers whose school subsequently purchases a qualifying Oracy Spark school subscription.

The teacher should email hello@oracyspark.com with their individual account email and the name of the school. We may ask for information to confirm that they work at the subscribing school.

Once confirmed, we will refund the eligible amount to the teacher's original payment method and cancel the individual membership so that it does not renew separately. The school subscription remains a separate purchase.

3. 21-day money-back guarantee for individual memberships

We want you to feel confident trying Oracy Spark.

If you purchase an individual monthly or annual membership for the first time and decide it isn't right for you, you can request a full refund of your initial membership payment within 21 calendar days of purchase.

No explanation is required, and there are no awkward questions.

To claim, simply email hello@oracyspark.com within the 21-day period using the email address associated with your membership.

Once your refund has been approved, we will return the payment to your original payment method, cancel any ongoing subscription and end your membership access.

This voluntary guarantee applies to the first purchase of an individual membership, not subsequent renewals or repeat purchases. It does not limit your statutory consumer rights.

If you also qualify for the teacher-to-school refund offer, the same payment cannot be refunded twice.

4. Schools upgrading their subscription

A school wishing to move from one school subscription to a broader plan should email hello@oracyspark.com before purchasing the new plan so we can arrange the change and prevent overlapping subscriptions.

For an upgrade during a paid period, we will calculate a credit for the unused portion of the existing school subscription, based on the amount the school actually paid and the time remaining. We will apply it towards the new plan or, if that is not practical, refund the equivalent amount after the new payment is confirmed.

We will confirm the new price and renewal date when arranging the upgrade.

Buying a second subscription through a separate payment link does not automatically cancel the first or apply a credit. Promotional discounts on separate plans do not automatically combine.

5. When we may provide a refund or other remedy

We will provide any refund or remedy required by law. We may also provide a full or proportionate refund, credit or extension where:

We have taken payment in error or received a genuine duplicate payment.
We cannot provide access for a significant period because of a fault within our reasonable control and cannot resolve it within a reasonable time.
We discontinue the service or remove its essential substance during a paid term without a reasonable replacement.
We agree that exceptional circumstances justify a discretionary remedy.

Short interruptions, planned maintenance, problems caused by the customer's internet connection, devices, firewall or third-party systems, and a change of mind outside the applicable money-back guarantee or statutory cancellation period do not normally qualify for a refund.

6. School free trials

Eligible schools may request a 21-day free trial of Oracy Spark without providing payment details.

The trial begins when we activate the school's access and notify the school, not when the request form is submitted.

During the trial, schools receive access to the resources included in their selected school phases, including the Spark Generator, the Sparkive and weekly PowerPoint resources.

Multiple authorised staff members from the same school may participate in the trial using their own individual accounts. All participating staff share the same 21-day trial period.

No payment is taken during the trial, and there is no automatic subscription or charge when it ends.

Schools wishing to continue must purchase a paid school membership. Otherwise, trial access expires after 21 days and weekly resource delivery ends.

Only one free trial is normally available per school.

7. Renewals and cancellation

Cancellation prevents the next renewal but does not ordinarily refund the current paid period.

Customers should cancel before their renewal date by emailing hello@oracyspark.com.

Anyone who believes a renewal payment was taken after a valid cancellation should contact us promptly with the cancellation details.

The teacher refund in section 2 and a school upgrade arranged under section 4 are treated separately from an ordinary cancellation.

Nothing in this section affects statutory cancellation or refund rights.

8. Misuse

No refund is due where access is terminated because of a serious or repeated breach of the Terms and Conditions or Acceptable Use Policy, except where the law requires otherwise.

9. How to request a refund

Email hello@oracyspark.com with the account email and payment date. Please also include the reason for the request and any helpful evidence, where relevant.

No reason is required for a refund requested under the 21-day individual money-back guarantee.

Schools should also include their school name.

We aim to acknowledge requests within five working days.

Approved refunds will ordinarily be returned through the original payment method; banking and payment-provider processing times may apply.