General

Q: I’ve subscribed - how do I access the Members’ Area?
Q: I subscribed for a learning pack. How do I receive it?
Q: How can I download the packs?
Q: I’ve forgotten my username/password.
Q: How do I register for TheSchoolRun so I can download the free worksheets?
Q: The site isn’t working!

Payment refunds and queries

Q: Can I cancel my subscription?
Q: Why hasn’t my payment gone through?
Q: I’ve paid, but can you stop the payment?
Q: Can I get a refund? 
Q: How can I pay for a subscription?
Q: How secure is my payment/my payment details?
Q: Has my payment been processed? How much have you taken?
Q: Why have you taken money out of my account?
Q: What is World Pay and how does it work? How can I get a receipt for my purchase?
Q: What payment methods does World Pay accept?

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?

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: 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.

Books and eBooks

Q: What’s the difference between a printed book and an eBook?
Q: When will I be sent my book and what is your returns policy?
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 am I not getting emails/newsletters from TheSchoolRun?
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?

 

General

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

The Members’ Area is located on the second tab at the top of the homepage. Whenever you log in to your account, you will be able to access the information there. When you subscribe, you should get a welcome email explaining how to do this. If you have not had an email, please check your trash or spam folders for emails sent by TheSchoolRun.

 Q: I subscribed for a learning pack. How do I receive it?

Our learning packs can be accessed through the Members' Area. All our packs are online, ready to download - this is a complete list. 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:

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.

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 forgotten my username/password.

If you can’t remember the details you set up to log in to TheSchoolRun site, click on ‘Forgotten password’ and an email will be sent to you that will allow you to change your username and password (remember to check your spam folder). If you are still experiencing problems with your login details and need assistance, please contact our Customer Services Executive.

Q: The site isn’t working!

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.

• 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, then 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.

Payment refunds and queries

Q: Can I cancel my subscription?

If you are not satisfied with your membership and would like more details on how you can maximise the use of it or cancel your subscription completely, please feel free to contact our Customer Services Executive for help. To cancel your subscription we will need your WorldPay transaction ID, which is found on the email you are sent from WorldPay to confirm your transaction.

Q: Why hasn’t my payment gone through?

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.
• Another reason for your payment not going through is that you may have insufficient funds in your account at the moment.
• 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: I’ve paid, but can you stop the payment?

Yes, we can sort out payment issues like these. If you’ve purchased an item as a subscriber, you will receive an mail from RBS World Pay that will allow you to create logins so that you can manage your transaction. If you are having problems stopping payment and need assistance, please send us an email.

Q: Can I get a refund? 

This will depend on the circumstances. 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.

If you have come to the end of your subscription and 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 your by WorldPay to confirm your transaction.

Q: How can I pay for a subscription?

All subscriptions for TheSchoolRun are purchased online and cost £39.97 per 6 months. 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: How secure is my payment/my payment details?

Your payment details are protected by RBS World Pay. They are leaders in payment protection and have a security package that protects you from all form 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: Why have you taken money out of my account?

Money will only be taken from your account if you have placed an order, taken out a trial or been charged for your subscription package. If you think money has been taken incorrectly, please email us.

Q: What is World Pay and how does it work? How can I get a receipt for my purchase?

World Pay processes your payment transaction – they will send you a payment notification email when you subscribe or purchase an item.  Please keep your World Pay emails for future reference. 

Q: What payment methods does World Pay accept?

World Pay accepts MasterCard, Debit MasterCard, Visa Credit, Visa Debit, Visa Electron and Maestro.

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.

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.

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 for commercial purposes without obtaining a licence to do so from us or our licensors.

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: 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 our filters to find articles, worksheets, activities, learning packs, parents’ guides and SATs papers for any Key Stage level, year or subject. Click on the ‘Articles’ or ‘Free downloads’ tabs to start your search.

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.

Books and eBooks

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 is available as a PDF, and you can look at it on your computer and print it out at home. 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: When will I be sent my book and what is your returns policy?

You should receive your book 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 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

.

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

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. 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?

Please contact us if you’re having trouble reading or downloading your eBook – we are always happy to help.

Emails and newsletters

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

When you create an account with us, you have the option of going on our mailing list. Simply tick the boxes to let us know whether you would like to receive our 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. If you opt to receive emails from us when you register, we will add you to our mailing list.

Q: Can you send me fewer emails/newsletters?

We are developing a feature that will allow you to select how often you would like to receive emails and you can refine it to suit your interests. We will update the information here when this is available.

Q: How can I unsubscribe from emails/newsletters?

If you would like to stop receiving emails from TheSchoolRun, you can simply log in to the website, click on ‘My Account’ at the top of the page and amend your email preferences. You can also 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 RBS World Pay account as well, so you can be sent receipts and other information connected with buying items from TheSchoolRun.