Policies
Refund support for Citadel Language Company customers paying through Paddle, Paystack, Flutterwave or directly to Citadel. Updated 10 October 2026.
These are general business terms and should receive final legal review before publication.
Citadel Language Company offers a full refund when requested within 14 calendar days of the order date. This includes language courses, exam preparation and e-library membership purchases, including renewal charges. Starting a course or opening paid digital resources does not disqualify you from requesting a refund within this window. Any longer refund period or other rights required by applicable law remain available.
Paddle.com is the Merchant of Record and reseller for orders processed through Paddle and handles their refunds and payment-related support. To request a refund, visit paddle.net and provide your order details, or email Citadel and we will help you contact Paddle. Paddle requests are handled in accordance with Paddle’s Refund Policy and applicable consumer law. Nothing in this policy restricts Paddle’s refund handling or your statutory rights.
For a purchase paid through Paystack, Flutterwave or directly to Citadel, request a refund within the same 14-day window by emailing info@citadellanguages.com. Include your name, service or plan, order date and payment reference. Do not send card numbers, security codes, bank passwords or mobile-money PINs.
Where a service includes a separate exam-body, test-centre or other third-party booking, we will explain any applicable third-party cancellation terms before you authorise that booking and assist with refund requests. Such terms do not override the refund window for purchases covered by this policy, Paddle’s handling of Paddle orders or rights required by law.
Contact us if more than 14 days have passed or a service was not delivered as agreed. We will review the circumstances and any applicable legal rights; a refund, replacement session or transfer may be appropriate. If Citadel cancels a paid service and cannot provide an agreed alternative, we will offer a refund for the undelivered service.
Cancelling a recurring subscription stops future renewals but is separate from requesting a refund. For Paddle subscriptions, use paddle.net for cancellation and refund support. You may request a refund within 14 calendar days of each renewal charge. Without a refund, cancelled membership access ordinarily continues until the paid period ends. Refunded membership access may end once the refund is processed.
Approved refunds are normally returned to the original payment method. The payment provider will confirm processing details; the time before funds appear depends on the provider and your bank. Citadel does not impose a processing-fee deduction from refunds covered by the 14-day full-refund window.
For a refund request, email info@citadellanguages.com with your name, programme and payment reference.
