If I can’t make a scheduled lesson what do I need to do?
Don’t worry! If you can’t make a scheduled lesson then you only need to contact us at least 3 hours before your lesson via email at firstname.lastname@example.org OR WhatsApp/Phone Call on +852 9422 0367. If you have the contact details of your instructor, you can also liaise with them direct but we ask that you also let us know so we can free up the room for other students.
If I can’t make a scheduled lesson will my lesson be cancelled & my fees lost?
No. We will simply reschedule your lesson to a date/time that is available for you, the instructor and the room your lesson will be in.
I’m in a group course, will my lesson be rescheduled if I can’t make it?
Unfortunately no. As it is unfair to other students whom attended the class we will not reschedule the group course lessons. However we will try to summarise what was taught in the previous lesson that you missed and give you practise time during the next lesson to catch-up as best as possible. One off private tuition is also available as an option if you really want to catchup.
I’m in a group course and the majority of people can’t make the following lesson, can the lesson be rescheduled?
Yes. If the group agrees to it we can reschedule the following lesson to the following week. As a rule we try to avoid schedule group lessons during public holiday’s as we understand this is a popular time for students to take holidays.
I’m going away for a time, can I pause my lessons?
Yes. We allow for up to 4 month pause on your lessons, however after 4 months your course will expire if you don’t begin lessons again.
If during my course I need to stop, can I cancel my course and get a refund?
No. Once you start your course there are no refunds on remaining lessons. If the circumstances are that you may restart lessons we will look at possibly pausing your course for an extended period of time beyond our standard 4 months. This will be treated on a case by case basis however.
If I have a complaint or am dissatisfied with my lessons, who can I talk too?
We take complaints and customer satisfaction very, very seriously. Start by contacting email@example.com directly (not your instructor) and explain the nature of the issues. We will always look at each case very carefully and work with you to resolve & improve the situation as quickly as possible. We really cherish your trust in our professionalism and passion for what we do, so helping us improve is very welcomed.