Customer Faq

📝 Author: Andrew

📅 Published:

🎈 Updated On:

💬 1542 words ⏳ Reading Time 8 min


Need help with a purchase?

If you have bought a course from Adept English, or are thinking about buying a course. Here you will find questions people have asked us to help them in the past.

💠I've paid for a course but I'm having problems downloading it.

Don't worry we have a great blog article here which answers a lot of questions.

If this article doesn't answer your question then please contact Adept English support here [email protected], make sure to include your order number in the email subject, and they will help you.

💠I bought the course a year ago. I've lost all my audio lessons. Can I download them again?

Absolutely, yes! Just send us your order number in an email to support, explain in a couple of sentences what your problem is and we will get right back to you.

💠I've bought your podcast bundle, how do I get them on my mobile phone?

All of our audio courses and podcasts come as standard MP3 files which you will need to copy to your mobile phone.

Android

If you have a PC or Mac and Android phone, you can plug your phone into the PC using a USB cable and and copy the MP3 files into your mobile phones music folder. This how to guide may help you some more.

Apple

If you have a Mac or PC and iPhone then I would recommend using the Apple iTunes software. Simply drag and drop the MP3 files we provided onto your iTunes application and then be sure to sync them with your iPhone as you would any other music you might have. If you want to add our audio files to your iCloud music collection, then this article may help you.

💠I have changed my email address can you update it?

You can always re-subscribe to any email lists by visiting podcast reminders. If you want to get our free course again then sign up here.

If you have purchased something from us and changed your email since your purchase then please send an email to support and state your old email address, the new email address and the order number of your purchase. We will make the change for you and inform you when it's ready.

💠I bought a course and I cannot find the order number what can I do?

We require an order number before we can help you, but if you can remember the email address you used during your purchase we can help you find the order number. So ideally, when you talk to support, use the same email address as you used for your purchase and this will help prove it's really you asking for help with your purchase.

💠I'm having problems downloading my course, can you help me?

Firstly, we are sorry to hear that your having problems! If you cannot find the download link, or the download links no longer work or you just want to download the courses of podcasts again, then please just email us at support and put your order number in the email and explain that you need to get access to your purchase downloads again. We will help you do that.

We also recommend you create a backup of the files and download files to your iMac/PC first, ideally on a good internet connection. All the files are zip/compressed to make them as small as possible. So you will need to un-zip them and this is easier on a computer or tablet, than on a mobile phone.

💠Why do we charge money to download podcasts?

We only charge a small fee for podcasts bundles, which are much easier and faster to download. These bundles are free of advertising and include the podcast PDF transcripts as well as the audio files.

And if you are new to our podcasts and have not been downloading them from the very beginning (3 years now) then you might have missed some of the earlier "Golden Oldie" podcasts so you can quickly download all the old podcasts you may have missed out on

💠What exactly do the product packs contain?

Each of our podcast products has a PDF index which shows you exactly what you can expect. We also povide samples of the audio you will get in each course. You can find our more about everything we sell here

All our products are digital. You will download online what we sell. Our products contain transcripts and written instructions in English in Adobe PDF format. All of our audio files are recorded in universal MP3 format.

💠What English levels are your materials designed for?

Adept English targets Intermediate English. We expect you to come with some basic English reading and writing skills to get the most out of what we sell. We focus on English conversations and spoken English.

💠Can you send me a product by mail or on CD/DVD?

All our products are digital, and for that reason unfortunately we cannot send a physical product to you in the post.

💠Will I get updates for products I have purchased?

Yes, if we update or change a product you have purchased, we will inform you of the update and you can download the new or updated content for free.

💠What’s the difference between the podcasts and the courses?

The courses are a structured, stepped approach – there will be more courses in the future, which will be on different topics – so they start off easy and become more difficult as you learn. They also have several recordings on the same subject – new vocabulary gets reinforced by hearing the new words in different contexts.

💠Can you buy the course from outside the UK?

Yes, absolutely you can buy the course from outside the UK.

💠What is your privacy policy?

Just like you we do not like spam. We do not share your information with other parties. See our privacy and cookie policy for more details.

💠What’s the difference between the podcasts and the courses?

The courses are a structured, stepped approach – there will be more courses in the future, which will be on different topics – so they start off easy and become more difficult as you learn. They also have several recordings on the same subject – new vocabulary gets reinforced by hearing the new words in different contexts.

💠What ways can I pay?

The checkout we use supports Stripe and Sendowl payment methods (pretty much any credit card and any currency). We also support PayPal and if your on an iPhone or Apple machine it will support Apple Pay (Which supports a lot of payment methods) as well.

Payment Partners You Can Trust

Once you have paid you will immediately be given access to download the course audio and pdf files (from anywhere in the world with an internet connection). We recommend doing this from a desktop PC where you can save the downloaded files so they are safe.

💠I want a refund! How do I initiate the refund procedure?

You simply need to contact our Support Team, you can learn more about it here.

💠When will I get my money back?

The time between us issuing a refund, and you getting your money back, can vary depending on your payment method:

Because you paid via PayPal, the time needed to process your refund will vary, depending on the kind of payment you used (PayPal balance, or through your bank account, or your debit or credit card linked to your account). As soon as we issue the refund, you will receive an email from PayPal, which will contain more details about the process.

You can learn more about it here.

💠How does it work?

If, within 30 days after the purchase of your course, you experience technical problems or course-breaking bugs that prevent you from finishing your course, contact our customer support. They will do their best to help you fix the problem and if, at the end of their attempts to solve the problem your course is still not working, we’ll give you back your money.

You can learn more about it here.

💠Which countries are eligible for the Money Back Guarantee?

All countries are eligible. Wherever you live, you are entitled to get a full refund.

💠Is it available for every course?

Yes. The Money Back Guarantee applies to all courses and any product we sell. Please note that purchases are considered “Virtual Goods” and as such Adept English has the final say on what is refundable.

💠What is the Money Back Guarantee?

You can read all about it here.

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