Contact
Talk to a person
There is no ticket queue and no chatbot. Every message is read by someone who can actually do something about it, and we reply to everything within two working days — including the messages we cannot help with.
Support hours: Monday to Friday, 09:00–17:00 WAT
Account and reading help
Cannot sign in, a title will not open, your reading position is wrong, or you cannot find something you bought.
support@distinctlearnersseries.comWithin two working days
Refunds
Email from the address on the order, quoting your order reference. That is all we need — you do not have to explain what happened.
support@distinctlearnersseries.comAcknowledged in 2 days, resolved within 7
Everything else
Questions about a title, the series, or how the licence works.
hello@distinctlearnersseries.comWithin two working days
Accessibility reports
Tell us the page you were on and what happened. Accessibility reports are treated as defects, not suggestions.
hello@distinctlearnersseries.comAcknowledged within two working days
Security concerns
If you have found a way to reach a title you did not buy, or you think an account has been compromised. We will not threaten you with legal action for reporting a problem we then fix.
hello@distinctlearnersseries.comAcknowledged within two working days
It may already be answered
These three cover most of what arrives in the inbox.
- Can I download a book?
- No, and that is deliberate. A purchase is a licence to read in your account. The full reasoning, including what it does not achieve, is on the licence page.
- Licence & access
- Can I get a refund?
- Within 14 days, in full, for any reason. Email us from the order address with your reference. We do not need an explanation.
- Refund policy
- My payment went through but the book is not there.
- Check your library first, then email us with the reference from your bank statement. We will trace it rather than asking you to pay again.
- Help centre
We will never ask you for these
If an email, a message or a phone call claiming to be us asks for any of these, it is not us. Report it and do not send it.
- Your card number, expiry date or security code
- Your PIN
- Your one-time password or any code we send you
- Your password
- A refund to an account that is not yours
We could not ask for these even if we wanted to — we never receive or store card data, and password reset codes go only to the email address on the account.