Seen “Kelden” on your bank statement?

What you will see

Card and bank payments to any of our brands appear on statements similar to this:

The exact wording depends on your bank and can be shortened. It may also include the brand name or a reference. [TODO: confirm the statement descriptor with your payment provider]

Why our name appears

The education businesses in the group trade under their own names as trading names of Kelden Education Group Ltd. Kelden Education Group Ltd is the company that holds your contract, takes the payment and issues the invoice, so that is the name banks display. The lessons and services themselves are delivered by the brand you booked with.

Handling billing centrally means:

• every payment is made to one registered UK company, with a clear audit trail;
• the same refund, complaints and data protection policies apply across every brand;
• you have one place to go with any billing question, whichever brand you use.

Accepted payment methods

• Debit and credit card (Visa, Mastercard, American Express)
• Apple Pay and Google Pay
• Bank transfer to our UK business account (details are printed on every invoice)

Card payments are processed securely by [TODO: payment provider, e.g. Stripe or GoCardless]. We never see or store your full card number. We do not accept cash, and we will never ask you to pay into a personal bank account.

[TODO: confirm the payment methods above and whether payment is taken in advance, per lesson or monthly.]

Invoices and receipts

Every invoice and receipt we issue shows:

• Kelden Education Group Ltd, our company number and registered office;
• the brand the service was provided by;
• an invoice number, date, description of the service and amount;
• our VAT number, where VAT applies.

If you need a copy of an invoice or receipt, or an invoice addressed to a school or organisation, email billing@keldeneducation.co.uk.

Refunds

Refunds are handled under our terms of business. In summary:

• If you book online or by phone, you can cancel within 14 days of booking for a full refund, less the cost of any sessions already delivered at your request.
• Sessions cancelled with at least [TODO: notice period, e.g. 24 hours] notice can be refunded or rescheduled.
• Online memberships and subscriptions can be cancelled at any time before the next billing date. [TODO: confirm cancellation and refund terms for online memberships]
• Approved refunds are made to the original payment method within 14 days. Depending on your bank, they can take a further 5 to 10 working days to appear.

Don't recognise a payment?

First, check whether you or someone in your household has booked with one ofour brands. If you still don't recognise it, email billing@keldeneducation.co.uk with:

• the date and amount of the payment;
• the last four digits of the card used (never send the full card number);
• the name and email address you think the booking may be under.

We will reply within [TODO: e.g. 2 working days] and, if the payment was not authorised by you, refund it in full.

Keeping your payments safe