FAQs

General

Q: How does TheSchoolRun work?
Q: Are your resources free to access?
Q: What are the downloads on TheSchoolRun?
Q: How do I register for TheSchoolRun so I can download the free worksheets?
Q: I’ve registered but I can’t log in!
Q: I’ve forgotten my username / password. Help!
Q: I'd like to change my password, how do I do it?
Q: I think the site isn’t working – is there a problem?
Q: I’ve logged into the site but I’m having trouble downloading worksheets.
Q: Can I follow you on social media?
Q: What happens to my information once I register with you?

Subscription

Q: How do I subscribe to access the subscriber-only resources?
Q: I’ve subscribed – how do I access the Members’ Area?
Q: I've subscribed and am interested in the Learning Journey. How do I sign up?
Q: Can I use the Learning Journey for more than one child?
Q: I subscribed for a specific learning pack that you emailed me about. How do I receive it?
Q: How can I download the packs?
Q: I'm a paid-up site subscriber but everything I want to download says 'Subscriber content' on it. Why?
Q: I’ve taken out a trial subscription. What happens at the end of the trial?
Q: How much does TheSchoolRun subscription cost?
Q: What does SafeBuy accreditation mean?

Payment queries

Q: Can I cancel my subscription?
Q: How do I pay for my subscription?
Q: What is WorldPay and how does it work? Can I get a receipt for my purchase?
Q: Are my payment details safe online?
Q: Has my payment been processed? How much have you taken?
Q: I’m trying to subscribe but I think the payment hasn’t gone through, can you help?
Q: My card has expired, how do I update my payment details?
Q: What are your refund policies?
Q: Why have you taken £39.97 out of my account? I only signed up for a £1.97 trial.
Q: I unsubscribed from TheSchoolRun by clicking the unsubscribe link on your emails, does that mean I’ve cancelled my subscription?

Content and information

Q: Can I use information from your articles on my own site?
Q: How can I trust the information you publish?
Q: Do teachers write your content?
Q: My child goes to school in Scotland/Wales/Northern Ireland. Can I still use the resources on TheSchoolRun?
Q: I can’t find the content I’m looking for.
Q: I’ve found a mistake in one of your downloads!
Q: Why do you only offer the 2003 and 2004 papers for KS1 SATs? I want more up-to-date practice papers for my child!
Q: I’m looking for free SATs papers on the site but I can’t find them.
Q: Is there a way to print the worksheets without the frame? I'd rather use less ink.
Q: Can my child fill in the worksheets online? I'd rather not print them out.

Books and eBooks

Q: When will I be sent my book and what is your returns policy?
Q: What’s the difference between a printed book and an eBook?
Q: Why are most of your books digital-only eBooks?
Q: When will I be sent my eBook and what is your returns policy?
Q: Can I pass an eBook on to a friend?
Q: I can’t open the PDF of the eBook.
Q: Can I have a printed copy of an eBook?
Q: I haven’t received my order – when will it arrive?
Q: I can’t read/print out the PDF – is there something wrong with the file?

Emails and newsletters

Q: Why are you sending me emails/newsletters?
Q: Can you send me fewer emails/newsletters?
Q: How can I unsubscribe from emails/newsletters?
Q: I unsubscribed from the emails/newsletters, but you still keep sending them.
Q: How can I change my email address?
Q: Why am I not getting emails/newsletters from TheSchoolRun?

Advertising with TheSchoolRun

Q: Can I advertise/put a text link on your site?
Q: I’ve got a product/service I think you’d be interested in. How do I get in touch?

    

General

Q: How does TheSchoolRun work?

TheSchoolRun is a parenting and education website for primary school parents. We offer information, advice and practical activities to help you support your child’s learning and we aim to ‘demystify’ school so you understand what and how your child is being taught from the ages of 4 to 11.

Watch our site overview for a brief introduction to what we offer.

Q: Are your resources free to access?

All our articles about the curriculum and school life are available to all parents for free.

We have over 500 downloadable worksheets and games for Reception – Y6 children; to download them you will need to register with us (for free).

Our subscriber offering is much more extensive and includes 5000+ worksheets, learning packs about particular subjects, Learning Journeys for English and maths for each year group and more – see our at-a-glance guide to what is available to registered users and subscribers for more details.

Q: What are the downloads on TheSchoolRun?

Worksheets, activity sheets, SATs papers, learning packs – they’re all downloads. What you will see on your screen and be able to download onto your computer is a PDF file. The downloads can be printed as many times as you wish; once they’re stored on your computer you will not need to log in to TheSchoolRun to see them. Please note that we do not send any of our resources in the post – everything is available to access online immediately.

Q: How do I register for TheSchoolRun so I can download the free worksheets?

Our step-by-step video takes you through the process (it's really easy, honest!). Once you've registered remember to check your spam folder for registration and welcome emails as they can sometimes get stuck there.

Q: I’ve registered but I can’t log in!

If you are logged in the green box in the top right-hand corner of the homepage will look like this.

If there is a Log in box instead you will need to enter your username (not your email address!) and your password in order to log in.

Q: I’ve forgotten my username / password. Help!

If you can’t remember the password you set up to log in, click on ‘Forgotten password’ and an email will be sent to you to allow you to change your password. If the email doesn’t arrive in a matter of minutes remember to check your spam folder to ensure that your spam filters have not caught the email incorrectly. If you've forgotten your username, or need any other help with logging in, please contact Customer Services for help.

Q: I'd like to change my password, how do I do it?

Click on 'My account' in the green account arrow in the top right-hand area of your screen. This will take you to your account details; you can amend your email address and password in this area. Remember to save your changes!

Q: I think the site isn’t working – is there a problem?

Sometimes it seems like pages are taking a long time to load, or you can’t download the worksheets and other resources as quickly as usual. Here are some things you can do to see if the problem is coming from our site, or if there’s something wrong with your internet connection.

  • Some downloads (particularly learning packs) can be quite big – up to 50 pages long. It might take a few minutes for your computer to download the file onto your machine.
  • Restart your computer. Check your internet connection – can you access other sites, or are you just having trouble with TheSchoolRun?
  • If you can’t access other sites, please contact your internet provider to find out why your connection isn’t working as it should.
  • If you are able to access other sites but not TheSchoolRun, please contact us and our IT team will resolve the issue as quickly as possible.

Q: I’ve logged into the site but I’m having trouble downloading worksheets.

For a step-by-step guide to downloading worksheets and SATs papers from TheSchoolRun site look through our trouble-shooting guide. If the problem still isn’t resolved please contact Customer Services and we will be in touch to help asap.

Q: Can I follow you on social media?

Please do! For a free daily download and details of discounts, competitions, interesting Forum discussions and special offers in your news-stream, ‘like’ our Facebook page. We also tweet regularly; follow @The_School_Run

Q: What happens to my information once I register with you?

Your privacy is very important to us and we adhere to strict practices to ensure the details you register with us are kept secure. Please read our Privacy policy and our Cookies policy for more details.

Subscription

Q: How do I subscribe to access the subscriber-only resources?

To take out a 14-day trial subscription to TheSchoolRun simply fill in your details on our subscription form. If you already have a free registered user account with us you will be upgrading your existing account. After 14 days this will convert to a full subscription (unless you cancel beforehand).

Q: I’ve subscribed – how do I access the Members’ Area?

The Members’ Area is located in the green arrow area at the top of your screen. It’s a great place to start exploring the subscriber resources on the site and offers direct links to all the Learning Journeys, SATs papers, worksheets, parents’ guides and learning packs. To access it simply log in and click on the link.

New subscribers receive a welcome email explaining how to get the most out of a TheSchoolRun subscription – if you haven’t received it please check your trash or spam folders in case it’s been captured by an over-zealous spam filter!

Q: I've subscribed and am interested in the Learning Journey. How do I sign up?

Head to our Learning Journey area to find all our Learning Journeys (English and maths from Reception to Y6; we also subject-specific Learning Journeys).

All our subscribers automatically receive a weekly Learning Journey email every Wednesday – if it doesn't appear in your inbox please check your spam folder. If it's gone AWOL please email us and we'll resend it and make sure you're on the correct email list. 

Q: Can I use the Learning Journey for more than one child?

Yes, your subscription fee includes access to the Learning Journey for all your children. The Learning Journey emails include information and worksheets for all primary school year groups.

Q: I subscribed for a specific learning pack that you emailed me about. How do I receive it?

Our learning packs can all be accessed through the Members' Area. You won't need to wait for anything to be delivered by post as all our packs are online, ready to download and all packs are available to subscribers. Click on each pack description to read more about it, see the pack and download it. We also have a general introduction to learning packs:

If you’re having trouble finding the resources you want on the site please get in touch so we help.

Q: How can I download the packs?

Simply click on ‘Download learning pack’ and wait for the document to download onto your computer. You can then read it on screen and print it as many times as you wish. Downloading problems? Read our trouble-shooting guide.

If you're seeing the padlock but believe you are subscriber, it could be that your subscription has recently lapsed or that you have accessed the site with a registered user account you set up previously, not your subscriber account. If you want to check the status of your account or are having any other trouble please contact us so we can investigate.

Q: I’ve taken out a trial subscription. What happens at the end of the trial?

Unless you email us to cancel during your trial, after the 14-day trial period has ended your membership of TheSchoolRun will automatically continue for consecutive periods at the then standard rate. You can cancel at any time during your trial and pay nothing further simply by emailing us at enquiries@theschoolrun.com. For full details of subscription you can also read our terms and conditions.

Q: How much does TheSchoolRun subscription cost?

Subscription is payable in advance (£39.97 for six months, £59.97 for 12 months, £130 for a School Lifetime subscription). A subscription is a continuing process and as such, the charge is recurring and you are automatically rebilled at the end of every subscription period until you decide to cancel your account. In other words, if you sign up for a TheSchoolRun subscription, a charge will automatically be placed on your credit card every six months on your renewal date. You will find your renewal date on the transaction receipt emailed to you by WorldPay when your account is charged.

Q: What does SafeBuy accreditation?

TheSchoolRun has been accredited by SafeBuy. That means we have been independently verified manually by the #1 UK consumer assurance scheme for shopping and we adhere to the SafeBuy Code of Practice. View our certificate.
 

Payment queries

Q: Can I cancel my subscription?

Yes, you can cancel your subscription at any time. Please email Customer Services giving details of your WorldPay transaction ID, which is found on the email you are sent from WorldPay to confirm your transaction. Your financial agreement will be cancelled and you will pay nothing further; we will email you to confirm the cancellation.

Q: How do I pay for my subscription?

All subscriptions for TheSchoolRun are purchased online. Please make sure you give us the correct information when you register, including your email address and a contact number, so we can resolve any query you may have more easily.

Q: What is WorldPay and how does it work? Can I get a receipt for my purchase?

WorldPay processes your payment transaction – they will send you a payment notification email when you subscribe or purchase an item. Please keep your WorldPay emails for future reference. WorldPay accepts MasterCard, Debit MasterCard, Visa Credit, Visa Debit, Visa Electron and Maestro.

Q: Are my payment details safe online?

Your payment details are protected by WorldPay. They are leaders in payment protection and have a security package that protects you from all forms of fraud.

Q: Has my payment been processed? How much have you taken?

When your payment has been processed, you will receive an email confirming the amount taken. You will also be given a transaction number as proof of purchase. Please make sure you keep these receipts for future reference.

Q: I’m trying to subscribe but I think the payment hasn’t gone through, can you help?

If you think that your payment has not gone through, there are a few things you can do to see exactly what’s happened.

  • Start by checking your email’s spam folder. You may find that a confirmation email has been sent; if so you will notice that you have been given an automated ID.
  • Please make sure that you enter your contact details correctly, as you may find that the payment has gone through, but due to a typo in your email address you are unable to get a confirmation reply.
  • Do you have sufficient funds in your account?

If you are still unsure, please email us about any issues you may have regarding payment, and we will be happy to assist you.

Q: My card has expired, how do I update my payment details?

Please call WorldPay, who process all our payments, to change your card details. The number is 0870 366 1233.

Q: What are your refund policies?

Our general guidelines are:

If you have purchased an item and it’s defective, we will be happy to replace it.

If you subscribed to a 14-day trial for £1.97 then you must cancel by the end of it – if you don’t cancel, we will assume you are happy to continue your subscription as a full member and you will be charged the full subscription fee. This is one of our terms and conditions which is clearly stated on the sign-up page and you are also asked to read and accept when you give us your payment details.

If you no longer wish to continue as a subscriber, please get in touch with Customer Services to cancel your subscription. Remember to email us your WorldPay transaction ID, which you will find on the email sent to you by WorldPay to confirm your transaction.

Q: Why have you taken £39.97/£59.97 out of my account? I only signed up for a £1.97 trial.

Money will only be taken from your account if you have placed a book order or been charged for your subscription package. Please note that, as per our terms and conditions (notified to you on the subscription sign-up page), unless you email us to cancel during your £1.97 trial, after the 14-day trial period has ended your membership of TheSchoolRun will automatically continue for consecutive six-monthly or annual periods at the then standard rate. You can cancel your subscription at any time, simply email us (including your WorldPay transaction ID number) and we will process the cancellation for you.

Q: I unsubscribed from TheSchoolRun by clicking the unsubscribe link on your emails, does that mean I’ve cancelled my subscription?

No – you have simply unsubscribed from our email communications and will no longer receive emails from us. To cancel your subscription you will need to email us with your WorldPay agreement ID number and request a cancellation of your financial agreement with us.

Content and information

Q: Can I use information from your articles on my own site?

You cannot use any part of the materials on TheSchoolRun without obtaining a licence to do so from us. Please read our terms and conditions regarding intellectual property rights.

Q: How can I trust the information you publish?

TheSchoolRun aims to provide you with educational resources to aid your child through their learning process. All the information we provide is consistent with the National Curriculum and compiled by teachers, journalists and educational experts. If you have any specific queries about something we’ve published, please send us an email and we’ll be happy to help.

Q: Do teachers write your content?

TheSchoolRun is managed and run by four mums from home – we have eleven children between us, nine of them at primary school. Our professional background is in publishing.

All our educational materials, however, are written for us by qualified primary school teachers. We commission teachers to produce worksheets and activities on a particular area of the curriculum. They prepare the work based on their classroom experience and knowledge of current teaching methods; TheSchoolRun team then designs, tweaks and uploads the worksheets on the site. If you are a teacher and interested in writing for us please email us.

Q: My child goes to school in Scotland/Wales/Northern Ireland. Can I still use the resources on TheSchoolRun?

A. While our worksheets, activities and learning packs are based on the learning frameworks within the National Curriculum in England, you can still use them wherever you live to help your child improve their grasp of certain concepts in English, maths and science – just use our drop-down menus to find materials about specific topics.

Read our quick guides to the education systems in England, Wales, Scotland and Northern Ireland for more information about how learning and assessments in each country differ.

Q: I can’t find the content I’m looking for.

You can use our search engine to access information about a wide range of educational subjects. You can start your search from any page; just use the purple search field on the top right of the website and type in the topics you’d like to find out about.

You can also use navigate around the site using the orange mega-menu at the top of the page and use our filters to find articles, worksheets, activities, learning packs, parents’ guides and SATs papers for any Key Stage level, year or subject. 

If we don’t have any content on the subject you’re looking for, please contact us to let us know – we will work on commissioning our teachers and experts to provide new resources to respond to your need.

Q: I’ve found a mistake in one of your downloads!

Please email us to let us know; we will correct the error as soon as possible. While we strive for 100% accuracy in all the worksheets we offer we have over 10,000 pages of content on the site and only one editorial staff member responsible for looking after it. We rely on our eagle-eyed members to get in touch if they spot a mistake – thank you for helping to improve TheSchoolRun for the whole community of primary-school parents.

Q: Why do you only offer the 2003 and 2004 papers for KS1 SATs? I want more up-to-date practice papers for my child!

Only the 2003 and 2004 papers (for English and maths) are available to parents; they are available for free on TheSchoolRun. All the more recent papers produced are still used in schools every year to set the tests, so you won’t be able to access a 2012 KS1 SATs paper anywhere. For more details about KS1 SATs and the subscriber-only practice papers we have produced to replicate the tests read our KS1 SATs information articles.

Q: I’m looking for free SATs papers on the site but I can’t find them.

We offer all KS2 SATs past papers from 2003-2013 which are completely free to download – for more details and to find all the information you need about how to use a SATs paper at home head to our SATs area and browse through the articles.

Q: Is there a way to print the worksheets without the frame? I'd rather use less ink.

Our resources have been designed to look colourful and fun for children, but we appreciate that the design can sometimes be a little ink-heavy! We recommend that you print our worksheets and packs out on your greyscale setting (usually a tick-box under the Quality settings when you are preparing to print) – this means you won't need any coloured ink but the design will still look interesting and lively for your child.

Q: Can my child fill in the worksheets online? I'd rather not print them out.

Our worksheets aren't interactive yet (but this functionality is coming soon!). In the meantime, why not show your child the activity on your computer / tablet and encourage them to write their answers on a piece of paper? This is particularly important in maths, where they might have step-by-step working out to do, or in English, where practising handwriting (and not typing) and composing sentences are some of the main objectives of the worksheet.

Books and eBooks

Q: When will I be sent my book and what is your returns policy?

You should receive any printed book titles in the post within seven days of ordering. If you have not received it by then, please send us an email.

Books returns policy:
We offer a full money back guarantee on print books if goods are returned within 30 days of receipt. This applies to UK orders only. We regret that goods returned used or damaged cannot be refunded and that we are unable to refund postage costs. Please note that returns are entirely the customer's responsibility. We strongly suggest that you obtain proof of postage and insure against loss if appropriate. We regret that we cannot be held responsible for returned goods that are damaged en route, or that do not arrive back. Please note that any errors or omissions from an order must be reported within seven days of receipt of the items. To find out more about returning books, email enquiries@theschoolrun.com.

Your rights to return goods are protected under the EU Distance Selling Directive.

Q: What’s the difference between a printed book and an eBook?

Our books are labelled as ‘print’ or ‘eBook’. A print book is a hard copy publication that you will receive in the post. An eBook (short for electronic book) is a digital version of a book that can be read on a personal computer, laptop, tablet or mobile phone that supports the PDF format. You do not need a special eBook reader or device to read out eBooks, you can read them on your computer and print them out as many times as you wish.

Q: Why are most of your books digital-only eBooks?

We think eBooks are great – and here’s why!

  • eBooks are accessible from any computer – you won't need a Kindle or any other device to read your book.
  • eBooks are good for the environment – a paper-less product saves trees as well as transportation costs.
  • eBooks are searchable, so you can find exactly the content you need, when you want it.
  • eBooks take up no space on your shelves (which are probably filled by all your children's books, games and things, if your house is anything like ours!).
  • eBooks are sent to you electronically, so you won't need to wait for the postman or sign a delivery slip.
  • eBooks can be printed out as many times as you wish – so if one of your children completes the worksheets you can simply print out another set for another child (instead of having to laboriously rub out the answers or buy a new workbook).

Q: When will I be sent my eBook and what is your returns policy?

When you buy your eBook, you will be instructed as to whether you can download it straight onto your computer, or wait for it to be emailed to the address you’ve provided. We aim to send you your eBook within 24 hours; however, if you order over the weekend it will take up to three days for you to receive it. If you have ordered a book and not received it within this time, please get in touch.

eBooks returns policy:
We offer a full money back guarantee if goods are returned within 7 days of receipt.

Q: Can I pass an eBook on to a friend?

All eBooks and downloads are for your personal use, and should not be passed on to other people. If you would like a friend to use an eBook you have bought, please direct them to TheSchoolRun so that they can buy the book themselves and experience the full benefits the site has to offer.

Q: I can’t open the PDF of the eBook.

If you are having problems downloading or opening the eBook you have ordered, it could be because you don’t have Adobe Reader (which allows you to open and read PDFs). If that is the case, please download Adobe Reader for free.

Q: Can I have a printed copy of an eBook?

Unfortunately not – but all eBooks can be printed as many times as you like on your home printer once you have downloaded them, and you can be selective about the pages you want to print (for example, printing worksheet pages more than once if your child wants to complete the worksheets more than once!).

Q: I haven’t received my order – when will it arrive?

Please let us know if you haven’t received an item you have purchased within the times specified above. We will be happy to look into the delay, or resend the item to you.

Q: I can’t read/print out the PDF – is there something wrong with the file?

As far as we know all our files work the way they’re supposed to! Please contact us if you’re having trouble reading or downloading your eBook – we are always happy to help.

Emails and newsletters

Q:  Why are you sending me emails/newsletters?

All of our newsletters are sent to keep you up-to-date with relevant information, such as new learning resources, educational packs and other educational news. We will add you to our mailing list if you opt to receive emails from us when you register or when you download free worksheet packs from us.

Q: Can you send me fewer emails/newsletters?

To receive emails/newsletters that are only relevant to the school year of your child/children, go to the My Account section of the site and ensure that you have added your child/children's date of birth.

Q: How can I unsubscribe from emails/newsletters?

Click the Unsubscribe link at the bottom of each email to unsubscribe instantly from emails.

Q: I unsubscribed from the emails/newsletters, but you still keep sending them.

This may be because you have more than one account set up. If you only have one account and are still experiencing problems unsubscribing from the emails, please contact us and we will sort it out for you.

Q: How can I change my email address?

Log in to your account, click on ‘My Account’ and replace the existing email address with your new one. It will ask you for your password to confirm that you want the change to be made; enter your existing password, scroll down to the bottom of the page and click save. You should then see a notification that your changes have been saved.

If you are a subscriber, please make sure that you save your new email address to your WorldPay account as well, so you can be sent receipts and other information connected with buying items from TheSchoolRun.

Q: Why am I not getting emails/newsletters from TheSchoolRun?

You might have an over-enthusiastic spam filter! If none of our emails are getting through they might be in your Spam of Junk folder – please add us to your safe-sender list to ensure that our messages get to you.

Advertising with TheSchoolRun

Q: Can I advertise/put a text link on your site?

If you are interested in advertising with us or you would like us to feature a link on our site, please look through our media pack or email Romiley Whitworth.

Q: I’ve got a product/service I think you’d be interested in. How do I get in touch?

We are always happy to receive emails regarding your product or service. It will be forwarded to the relevant department for their consideration. Or, you can visit the About Us page to direct your query to a particular member of the team.

If you have a question we haven’t answered please get in touch and we will be happy to help.