We're sorry you're thinking of leaving us and we'd like to do everything we can to help. If you are unhappy with your membership in any way, please let the TwinklCares team know, and they'll be able to help you make the most of your membership and look into your options for you.
I'm thinking about requesting a refund because I can't find the resources I need
If you would like a refund because you cannot find the right resources, please let us know which resources you're looking for, we'd be happy to see if we have anything which meets your needs. We can also pass on resource requests to the resource creation team.
I'm thinking about requesting a refund because I'm taking a break from teaching
Did you know Twinkl now offers recipes, craft resources, party decorations, personalised stationery, sticker templates, puzzles and board games too? These resources are part of Twinkl Plus.
The TwinklCares team can also pause your membership and restart it for you at a later date. Simply get in touch with the date you'd like your pause to start and the date you'd like your membership to resume (this can be an approximate date) and a pause in membership can be set up for you right away. If you're not too sure when you're going to return, not to worry, the membership can be paused and you can get back in touch when you're ready to download resources again.
Going on maternity/paternity/parental leave? We are happy to freeze your membership. Find out more here.
I accidentally paid for an annual membership instead of a monthly membership. Can I swap?
Not to worry, we appreciate this can happen now and again. Please get in touch with the email address for your Twinkl account, the name of the annual membership you bought, the date you paid, the amount you paid and the name of the monthly membership you would prefer. Twinkl Cares can then look into this further for you.
I don't want my current membership - I'd like to downgrade. Is this possible?
We are happy to look into this on a case by case basis. We can take a look at your download history and suggest what options best fit your download choices if you are unsure which membership to downgrade to. Contact TwinklCares with your account email address and they can look into this further for you.
I haven't used my annual membership. Am I eligible for a refund?
If you haven't used your annual membership since it was purchased/renewed, TwinklCares can look into making a change to the account so that you get full use of your membership. If you would pre fer a refund, please get in touch with TwinklCares who will look into this further. Due to the electronic nature of our product, we aren't able to offer a refund once you have downloaded membership only resources or if you pay monthly, as stated in our Terms and Conditions.
I have a monthly membership. Am I eligible for a refund?
We are unable to refund monthly payments. If you have not used your membership to make any downloads, please get in touch and we'd be happy to help you pause your membership so that you can use it at a later date. You can check the status of your membership in the 'Payments & Memberships' area of your account and check your download history in 'My Downloads'.
Can you tell me more about how I can get a refund by referring my school?
If you have referred your school, you can get your membership payment refunded if they sign up for a school account for 10 or more members of staff within 30 days of the start of your current subscription. You must also be added to the school membership. Please get in touch with the Schools' Team with the name of your school, the e-mail address on your account and your e-mail address on the school membership. Please note, we can only offer one refund per school referral.
Refunds are reviewed on a case by case basis, against our terms and conditions, by the Finance Team and can take up to 7 working days to be reviewed and processed. When contacting TwinklCares for a refund, you will be asked to confirm the email address on your account, the name, start date and cost of your most recent membership, and the name of any recent downloads to ensure the team are requesting the refund for the correct account.