PEP Cancellation, Reschedule, and Refund Terms and Conditions
- Effective Date: 31st of October
Section 1: Cancellations and Rescheduling Policy
| 24 Hour Notice Rule | All cancellations or rescheduling requests must be submitted at least 24 hours before the scheduled lesson time. |
| Notice is within 24 Hours | The student’s lesson credit is safely held. They can immediately reschedule the lesson at no extra cost using the booking system. |
| Notice is less than 24 Hours | The lesson credit is forfeited. The student is not entitled to a refund or a reschedule, as that time was exclusively reserved for them. |
| No-Show / Late Arrival | If the student does not show up within 15 minutes of the start time, the lesson is considered a no-show. The lesson credit is forfeited. (If a student arrives late, the instructor will still end the lesson at the scheduled time.) |
Section 2: Refund Policy for Packages
- Confidence The Confidence Guarantee (Special Offer) – This is a special, one-time satisfaction guarantee for new students, distinct from our standard cancellation policy.
- Eligibility: This guarantee applies only to the first single, full-priced 60-minute lesson you book and complete with the instructor. It does not apply to trial lessons, lesson packages, or any subsequent lessons.
- Request Window: To receive a refund under this guarantee, you must submit a written refund request via email to [practicalenglishpro@gmail.com] within 48 hours of the completion of your eligible first lesson. Requests received after 48 hours will be processed under the Standard Cancellation Policy (see Section 1).
- Refund Amount: We will process a full refund of the monetary price paid for that single lesson to your original payment method.
- Future Lessons: Students who receive a refund under the Confidence Guarantee are welcome to purchase lesson packages but may not book single lessons in the future.
- General Package Refund:
- Policy: Refunds for remaining package lessons are granted only under extraordinary circumstances (e.g., severe illness, job loss).
- Package Credits: Lesson package credits are non-refundable once the package has been started (i.e., once the first lesson in the package has been taken).
- Unused Packages (Before Start): If you wish to cancel an entire package before taking the first lesson, you are eligible for a full refund, provided the request is made within 7 days of the purchase date.
- Calculation: If a refund is approved, the lessons already completed will be billed at the full, standard single-lesson rate. The remaining balance after this deduction will be refunded.
Example: Standard Pack Refund – Calculation:
You purchase a 10-lesson package for $185 (a discount of $1.50 per lesson). The standard single-lesson price is $20. If you take 5 lessons and request a refund, we deduct $5 x $20 = $100 from your package price. Your refund will be $185 – $100 = $85
Section 3: Technical Issues and Time Zone Errors
- Instructor Error: If the lesson cannot take place due to a technical failure on the instructor’s side, or a mistake in time zone scheduling, you will receive a full refund or an immediate, complimentary make-up lesson, whichever you prefer.
- Student Error: If the lesson cannot take place due to a technical failure on the student’s side (e.g., poor internet, non-working microphone) or a student’s mistake regarding the lesson time/time zone, the lesson will be considered a Late Cancellation (Section 1) after a 15-minute wait period.