General Terms and Conditions

1. Parties

1.1 In these terms and conditions, the words ‘Tutor’, ‘Client’ and ‘Student(s)’ refer to the individuals specified in Part 1 and, where applicable, any other individual with delegated authority working for and making decisions on their behalf.

2. Services Offered

2.1 The Tutor agrees to provide online English tuition to the Student(s) specified by the client, either in accordance with the details set out in Part 1 or as otherwise agreed subsequently between the Tutor and Client (preferably in writing, including by text message, email, via in-app messaging or any other means).

2.2 The Tutor does not provide assistance with coursework submissions, graded assessments, or competitions.

2.3 Feedback will be provided on work assigned by the Tutor.  Additional marking outside of lessons is not included unless agreed in advance.

2.4 The Tutor reserves the right to decline last-minute requests for customised lesson plans.

3. Fees& Payment

3.1 The Client agrees to pay the relevant trial lesson fee and, where applicable, the fees for any subsequent tuition package or intensive programme, as set out in the Tutor's published fee schedule.

3.2 The selected lesson package must be agreed by both parties prior to commencement of further lessons.

3.3 The Client agrees to pay for the trial lesson at least 24 hours before commencement.

3.4 The Client agrees to pay the full fee for each lesson block at least 24 hours before the first lesson of that block.

3.5 All fees paid are non-refundable unless exceptional circumstances apply at the Tutor's discretion.

3.6 The Tutor reserves the right to review and adjust fees with reasonable notice.

3.7 Where payment has not been received by the due date, the Tutor reserves the right to withhold or cancel scheduled lessons until payment is made in full.

3.8 Repeated failure to make timely payment may result in suspension or termination of tuition. The Student remains liable for any lessons already delivered.

4. Cancellation & Rescheduling

4.1 Students may cancel or reschedule a lesson by providing at least 12 hours’ notice. In such cases, no fee will be charged.

4.2 If less than 12 hours’ notice is given, the full lesson fee will be charged. 

5. Late Arrival & Absence

5.1 Students should inform the Tutor as early as possible if they expect to be late.

5.2 If the Student does not join the lesson within 10 minutes of the scheduled start time, the lesson may be treated as a no-show and charged in full.

5.3 Lessons will end at the scheduled time and will not be extended to accommodate late arrival.

5.4 Where the Tutor is late or unable to attend the lesson, the Student will be offered either:

(a) a full replacement lesson at no additional cost; or

(b) a refund for the affected lesson.

5.5 Any delay or absence on the Tutor’s part will be communicated to the Student as soon as reasonably possible, and all remedies under Clause 6.4 will be provided in good faith.

6. Lesson Scheduling

6.1 Requests to change lesson times, including early start requests, must be agreed in advance and are subject to the Tutor’s availability.

6.2 Lessons may be scheduled across UK time (UKT) and Hong Kong time (HKT), subject to mutual agreement.

7. Technical Requirements

7.1 The Student is responsible for ensuring that all necessary technical requirements (including internet connection, device functionality, audio, and video) are in place prior to each lesson.

7.2 Where a lesson cannot reasonably proceed due to Student-side technical issues, the full lesson fee may be charged.

7.3 Where it is reasonably determined that the issue is caused by the Tutor’s internet connection, equipment, or platform access, the Tutor will either:

(a) offer a replacement lesson at no additional cost; or

(b) provide a refund for the affected lesson at the Tutor’s discretion.

7.4 Any decision under Clause 8.3 will be made reasonably and in good faith based on the circumstances of the disruption.

8. Recording Policy

8.1 Lessons must not be recorded (audio or video) without the Tutor’s prior written consent.

8.2 Unauthorised recording may result in immediate termination of the lesson and the lesson may still be charged.

9. Use of Camera & Microphone

9.1 Students are expected to have their camera and microphone enabled where appropriate to support effective teaching and safeguarding.

9.2 If a Student is unable or unwilling to comply without reasonable explanation, the Tutor reserves the right to discontinue the lesson.  In such cases, the lesson fee may still be charged.

10. Code of Conduct

10.1 Students are expected to behave in a respectful and appropriate manner at all times.

10.2 Serious or repeated misconduct may result in suspension or termination of tuition.

10.3 Where tuition is suspended or terminated under this clause, the Student remains liable for all fees for lessons already delivered. No refunds shall be issued for any lessons that have already taken place.

10.4 Any decision to suspend or terminate tuition will be made reasonably and in good faith.

11. Assessment & Enrolment

11.1 As part of the enrolment process, the Tutor may request a writing sample and/or relevant materials to assess the Student’s level.

11.2 The Tutor relies on the accuracy and completeness of the information provided by the Student and/or Parent/Guardian when determining appropriate placement and tuition fees.

11.3 If, after lessons have commenced, it becomes reasonably apparent that the Student’s level has been materially misrepresented or inaccurately assessed at enrolment, the Tutor reserves the right to:

a)    adjust fees to reflect the correct level of tuition being delivered; and/or

b)    suspend or terminate remaining lessons with reasonable notice.

11.4 Any fee adjustments will apply from the point at which the discrepancy is identified. The Student remains liable for all fees for lessons already delivered.

11.5 All decisions under this clause will be made reasonably and in good faith based on evidence of the Student’s assessed level during tuition.

12. Tutor’s Right to Suspend or Terminate

12.1 The Tutor reserves the right to refuse, suspend, or terminate tuition where there is reasonable cause, including breach of these terms.

12.2 No refunds will be provided for lessons already delivered. 

12.3 Any remaining lessons will be reviewed on a case-by-case basis, in accordance with applicable law.

13. Refunds & Legal Rights

Nothing in this Agreement affects the Student’s statutory rights. Refunds will be provided where required by law.

14. Governing Law

This Agreement shall be governed by and interpreted in accordance with the laws of the United Kingdom.

15. Acceptance of Terms

By booking and attending lessons, the Student confirms that they have read, understood, and agreed to these terms and conditions.