1. Refunds Policy
Before a student purchases a study package, they will have a free 15-minute consultation with their prospective teacher so will have adequate time to make an informed decision on whether they wish to study with OTUK. If they are still unsure following the free consultation, students have the option of purchasing 1 trial lesson before committing to a study package. A student is entitled to request a full refund within 7 days of purchasing a study package, provided that no lessons in this study package have been either conducted or missed without prior written warning (see 1.4).
Special circumstances: If a student is unable to study due to serious illness or other circumstances beyond their control, any remaining study credit may be “frozen” until a set return date or transferred to another student. In this case, a formal written request must be submitted to: email@example.com. OTUK reserves the right to refuse such requests pending a decision by the school’s management on the basis of evidence submitted by the student.
1.1 Study Credit
Study packages have an expected validation period of 1 month from the date of purchase. For example, if a student purchases 8 lessons and takes their first class on 01.02.2017, they should aim to complete all 8 classes by 01.03.2017 (1 calendar month). Failure to do so may result in the loss of unused study credit. Students must have study credit remaining on their OTUK account to continue their lessons. OTUK will notify students via email when it is time to make a top-up payment. All payments are conducted via the OTUK payments page. We strongly recommend that students conduct payment at least 48 hours in advance of study as failure to do so can result in course delays.
1.2 Lesson Duration
Each OTUK class lasts 1 academic hour (45 minutes). Students may choose to take single lessons of 1 academic hour (45 minutes) or double lessons of 2 academic hours (90 minutes) depending on their preference and chosen teacher’s availability.
Students must book the days/times of their classes with their teacher before purchasing study credit. This guarantees regular scheduled classes at times to suit both student and teacher. We recommend you book regular study slots with your teacher rather than opting for a flexible timetable. This means we can reserve the most convenient slots for our students on a long-term basis. Teachers’ timetables may be subject to change so some flexibility on the part of the student may be required.
1.4 Cancellation & Rescheduling
If a student needs to cancel a class, they must submit a written request to their teacher at least 12 hours before the scheduled study session is due to start. Failure to do so will result in them being charged for the missed class. All cancelled classes must be rescheduled within the 1 month validation period of the given student’s study credit. In the event of cancelled classes, teachers cannot guarantee availability at times to suit the student. If a teacher needs to cancel or reschedule a class, the student will be notified as soon as possible.
At OTUK, we expect students to respect our teachers and arrive to lessons on time. If a student starts a class late, the study session will finish at the scheduled time and not 45 minutes from the actual (late) start time.
1.6 Failed Internet Connection
If a student’s internet connection fails before or during a class, this study session will be lost and the student will be charged for the class. If a lesson is already in progress and there is a problem with the student’s connection, the teacher will wait a maximum of 15 minutes for the student to reconnect to the internet and resume the session. It is the responsibility of students to ensure they have a reliable internet connection. If the teacher’s internet connection fails, the class will be rescheduled.
1.7 Free Lessons
Free lessons issued by OTUK have no monetary value and cannot be sold or traded. Recipients of free lessons from promotional activities must take these lessons themselves and cannot transfer them to other students.
1.8 Changing Teachers
If a student is not satisfied with a given teacher, they have the right to request a replacement. A written request must be sent to firstname.lastname@example.org explaining why the student wishes to change teacher. A consultation will then follow.
1.9 Right of Refusal
OTUK reserves the right to refuse classes to a given student if this is deemed necessary by the school’s management. Any unused study credit will be refunded, but OTUK is under no obligation to explain why services cannot be rendered to the student in question.