1. Need to speak to someone?
Your Mandarin teacher is your first port of call, but other help is available. Your academic consultant Ellen can help with other areas such as Mandarin course advice, purchases and feedback.
a. Cancelling Mandarin classes
We appreciate that your weeks don't always go to plan, and so you are welcome to cancel Mandarin lessons up to 12 hours prior to the class start — send an email to Ellen and we'll let the tutor know, or send it to your tutor directly.
That said, it's best for other students and our tutors if you can tell us as early as possible. In order to give other students a chance to select your cancelled slot and to ensure we are fair to our teachers, 12 hours prior to the lesson your Mandarin class is locked in and cannot be cancelled.
If there are exceptional circumstances, send Ellen an email and we'll be happy to consider refunds for late-cancelled classes on a case-by-case basis.
b. Late to Mandarin class
Your teacher will wait for you for up to 20 minutes after the scheduled Mandarin class start, although after this time the teacher may go offline at their discretion. If you do appear late and are still able to make contact with the teacher, then you can take the remaining class until the scheduled end time.
3. Refunds and our 30 day guarantee
In your first month of joining you’ll be working to a detailed personal study plan and your Mandarin achievements will be recognised by regular feedback. However, if you change your mind for whatever reason within the first 30 days, we would be happy to refund you any untaken classes.