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Check the date and time of any classes you book carefully. Changes may not be possible later. Remember that the OOE website uses the 24-hour clock, so 0300 = three o'clock in the morning.
Make sure your contact information (Skype ID, phone number, email or WeChat ID) is accurate. OOE will accept no responsibility for missed classes due to inaccurate contact information.
Be ready to start your class at the appointed time. If you are going to be late, send your teacher a message, so that s/he knows to wait for you. Your class will start and finish at the appointed times.
Check that whatever you are using for the class (Skype, WeChat, FaceTime, etc.) is installed, up-to-date and working correctly. Make sure your microphone and speakers work.
Check that your Internet connection is stable and sufficiently fast. OOE will not be responsible for classes partly or completely missed due to technical problems on your side.
Our Responsibilities
If your teacher is late, s/he is responsible for giving you the full class time.
If your teacher misses your class for any reason, we will replace it.
If the class cannot take place, or if the class is severely affected by technical problems on the teacher's side, then we will replace the lesson.
PAYG Bookings
Changes, Cancellations and No-Shows
You can change the time of your class, or cancel a class, up to 24 hours before the class start time. If you cancel a class and want to take it another time, we will credit your account, so that you can rebook the class when you want.
To change a class, you need to cancel and rebook it. Per the above, you can do this up to 24 hours before the class start time.
No-shows (not attending a class you have booked) will be counted as classes taken, and will not be eligible for refunds.
Your teacher is entitled to mark a class as a no-show if you have not contacted him/her 15 minutes after the class start time.
If you choose to pay by bank transfer, your payment must reach us within seven days of your booking. Otherwise, your booking will be cancelled.
Limitation
Pay-as-you-go classes do not expire. You can take your classes any time you want!
Pay-as-you-go classes are not transferable unless you are a parent booking a class on behalf of your child.
Refunds
You can get a full refund on your class(es) within 14 days of your original payment.
Refunds must be completed within 180 days of your purchase. Refunds after this time are not possible.
You are responsible for any transaction fees, including currency conversion fees.
Refunds can only be made through your original method of payment.
If you paid in a currency other than USD, EUR or GBP, the amount you receive might be different than the amount you paid, due to exchange rate fluctuations.
Monthly Bookings
Changes, Cancellations and No-Shows
Bookings for Monthly package classes are final. Classes cannot be changed or cancelled.
Classes which are cancelled or missed are counted as payable.
Expiry
Your monthly package starts from the date of your payment. You have one calendar month to take the classes in your package.
Your package also has an expiry time, based on the time of purchase. Be aware that you may not be able to book classes at certain times on the day your package expires.
You are responsible for booking your classes and making sure you finish all the classes you have paid for. We recommend you book your classes in advance to make sure you can book the days/times you need.
We cannot guarantee the availability of specific teachers or time slots.
If you have unused classes at the end of the month, then classes taken from your package will be charged at the current pay-as-you-go rate, and the balance will be converted to pay-as-you-go classes.
If you renew your monthly package before the end of the month, you can roll your unused classes over to the next month, without losing any classes or credit. We will send you an email with a link which you can use to renew your Monthly package.
Monthly package classes are not transferable unless you are a parent booking a class for your child.
Refunds
You can get a full refund on your payment within 14 days of your original payment if you have not booked or taken any classes. Arrange a refund by contacting us here.
After 14 days, or if you have taken one or more classes from your package, refunds are not possible. Classes booked but not completed will be counted as taken if you contact us less than 48 hours before the class start time.
If you paid in a currency other than USD, EUR or GBP, the amount you receive might be different than the amount you paid, due to exchange rate fluctuations.
Refunds will be sent using the same method you used for your original purchase.
Flex Bookings
Changes, Cancellations and No-Shows
You can change the time of your class, or cancel a class, up to 24 hours before the class start time. If you cancel a class and want to take it another time, we will credit your account, so that you can rebook the class when you want.
To change a class, you need to cancel and rebook it. Per the above, you can do this up to 24 hours before the class start time.
If you cancel a class within 24 hours of the start time, the class will be counted as taken.
No-shows (not attending a class you have booked) will be counted as classes taken, and will not be eligible for refunds.
Your teacher is entitled to mark a class as a no-show if you have not contacted him/her 15 minutes after the class start time.
Expiry
Flex classes do not expire. You can take your classes any time you want!
Flex classes are not transferable unless you are a parent booking a class on behalf of your child.
Refunds
You can get a full refund on your package within 180 days of your original payment if you have not taken any classes. Note that classes booked but not completed, as well as no-show classes, will count as classes taken in this event.
You can get a refund on unused classes within 180 days of purchase. Classes you have taken will be charged at the current pay-as-you-go class rate.
Within 180-365 days of purchase, you can get a refund on unused classes. Classes taken will be charged at the current pay-as-you-go rate, you will need to pay an administration fee of 25GBP/30EUR/30USD, and you will need to pay all transaction costs (e.g. PayPal fees, bank charges or similar).
Refunds are not possible if more than one year has passed from the date of your package purchase.
If you paid in a currency other than USD, EUR or GBP, the amount you receive might be different than the amount you paid, due to exchange rate fluctuations.
Refunds will be sent using the same payment method you used for your original purchase.
First Class Bookings
Changes, Cancellations and No-Shows
The discounted 1st class cannot be changed. If you cancel the class, you will not be able to book another lesson at the discounted rate.
Limitation
The discounted 1st class is limited to one booking per user. Any attempt to book multiple 1st classes, for example by creating multiple user accounts, may lead to your bookings being cancelled without warning, and your account(s) may be blocked or disabled.
Refunds
You can get a full refund on your class(es) within 14 days of your original payment.
You are responsible for any transaction fees, including currency conversion fees.
If you paid in a currency other than USD, EUR or GBP, the amount you receive might be different than the amount you paid, due to exchange rate fluctuations.