Last updated: July 2026
1. General Policy
At ELT, we aim to provide high-quality English lessons tailored to each student’s goals and needs. Please read this Refund / Cancellation Policy carefully before booking any lessons.
2. 14-Day Cancellation Right
If you book lessons online, by email, or by telephone, you may have a legal right to cancel within 14 days from the date of purchase under UK consumer protection regulations.
However, if you ask ELT to start providing lessons during the 14-day cancellation period, ELT may begin providing the service at your request. In this case, any lessons already provided before cancellation may be non-refundable, or the cost of lessons already provided may be deducted from any refund due.
If the service has been fully provided during the 14-day cancellation period at your express request, you may lose the right to cancel that service.
3. Trial Lessons
Trial lessons are charged separately from regular lessons. If you wish to cancel or reschedule a trial lesson, please contact us at least 24 hours before the scheduled lesson time.
If you contact us at least 24 hours in advance, we will do our best to reschedule the trial lesson where possible.
If you ask us to provide a trial lesson during the 14-day cancellation period, the trial lesson fee may become non-refundable once the trial lesson has been provided.
If ELT or the teacher is unable to provide the trial lesson, we will offer an alternative date or refund the trial lesson fee.
4. Lesson Cancellation and Rescheduling
If you wish to cancel or reschedule a regular lesson, please contact us at least 24 hours before the scheduled lesson time.
If you contact us at least 24 hours in advance, we will do our best to reschedule the lesson where possible.
If a lesson is cancelled with less than 24 hours’ notice, or if the student does not attend without notice, the lesson may be treated as completed and may be charged in full.
Cancellation and rescheduling conditions may vary depending on the type of course, lesson format, teacher arrangements, intensive courses, short courses, exam preparation, face-to-face lessons, or other specific course requirements. The cancellation terms applicable to each course will be provided before booking, and the terms confirmed at the time of booking will take priority.
5. Online Lessons
For online lessons, students are responsible for ensuring that they have a stable internet connection, suitable device, and appropriate online access.
If a student is unable to attend an online lesson due to technical issues on the student’s side, the lesson may be treated as completed.
If an online lesson is cancelled with less than 24 hours’ notice, or if the student does not attend without notice, the lesson may be treated as completed and may be charged in full.
Cancellation and rescheduling conditions for online lessons may vary depending on the type of course, lesson content, teacher arrangements, intensive courses, short courses, exam preparation, or other specific course requirements. The cancellation terms applicable to each course will be provided before booking, and the terms confirmed at the time of booking will take priority.
If ELT or the teacher experiences technical issues that prevent the lesson from taking place, the lesson will be rescheduled.
6. Face-to-Face Lessons
For face-to-face lessons, cancellations or rescheduling requests should be made at least 24 hours before the scheduled lesson time.
If a face-to-face lesson is cancelled with less than 24 hours’ notice, or if the student does not attend without notice, the lesson may be treated as completed and may be charged in full.
Cancellation and rescheduling conditions for face-to-face lessons may vary depending on the type of course, lesson content, teacher arrangements, lesson location, intensive courses, short courses, exam preparation, or other specific course requirements. The cancellation terms applicable to each course will be provided before booking, and the terms confirmed at the time of booking will take priority.
For face-to-face lessons, travel costs may apply depending on the lesson location. In the event of a late cancellation, any travel costs or other expenses already incurred may be non-refundable.
7. Lesson Packages
Lesson packages are valid for the period agreed at the time of purchase. Students are responsible for using their lessons within the validity period.
If you request a refund after a lesson package has started, the cost of any lessons already provided, administrative fees, payment processing fees, teacher arrangement costs, and any other reasonable costs already incurred may be deducted from the refund amount.
Refunds for unused lessons are considered on a case-by-case basis. Refunds after a package has started are not guaranteed, except where required by law.
8. Refund Requests
Refund requests must be made in writing by email. Requests made only verbally, by WhatsApp, or by SMS may not be treated as formal refund requests.
If a refund is approved, the cost of any lessons already provided, payment processing fees, bank charges, administrative fees, and any other reasonable costs already incurred may be deducted from the refund amount.
Refunds will normally be made using the same payment method used for the original payment. In some circumstances, we may discuss an alternative refund method with you.
9. Teacher Changes
ELT will make reasonable efforts to match each student with a suitable teacher based on the student’s goals, English level, and schedule.
If the original teacher becomes unavailable due to scheduling changes, illness, resignation, or other unavoidable circumstances, ELT may offer an alternative teacher.
A change of teacher does not automatically entitle the student to a refund.
10. Course or Lesson Format Changes
If a student wishes to change the course content, lesson format, teacher, or schedule, ELT will do its best to accommodate the request. However, changes are subject to teacher availability and course suitability, and may not always be possible.
11. Exceptional Circumstances
In exceptional circumstances, such as serious illness, sudden return to Japan, relocation, or other unavoidable situations, ELT may consider refunds, extensions, or lesson transfers on a case-by-case basis.
Supporting documentation may be requested where necessary.
12. Legal Rights
This policy does not limit any legal rights that students may have as consumers under UK law. Where a student has legal rights under applicable law, those rights will take priority.
13. Contact
For cancellations, rescheduling requests, or refund requests, please contact us by email:
Email: info@eltschool.co.uk