The English Language Hub — Policies
Cancellation Policy
Single Lessons
| Notice given | Outcome |
|---|---|
| More than 12 hours before the lesson | Full credit applied to your account — no charge |
| Less than 12 hours before the lesson | Lesson is lost and non-refundable |
| No show (no notice given) | Lesson is lost and non-refundable |
Lesson Bundles
| Notice given | Outcome |
|---|---|
| More than 12 hours before the lesson | Session returned to your bundle |
| Less than 12 hours before the lesson | Session is forfeited and deducted from your bundle |
| No show (no notice given) | Session is forfeited and deducted from your bundle |
How to Cancel
All cancellations must be made through your Student Portal at theenglishlanguagehub.com/student-portal or by emailing us at [your school email]. Cancellations via Wechat, Xiaohongshu, WhatsApp, social media or any other channel will NOT be recognised and the lesson will be marked as lost.
The Student Portal automatically locks cancellations within 12 hours of the lesson start time. After this point please contact us directly — the lesson will still be subject to the cancellation policy above.
Repeated Cancellations
Repeatedly cancelling or rescheduling lessons may result in suspension or removal from the service at the discretion of The English Language Hub. We reserve the right to request advance payment for future bookings from students with a pattern of late cancellations.
Rescheduling Policy
| Notice given | Outcome |
|---|---|
| More than 12 hours before the lesson | Free — rescheduled at no charge |
| Less than 12 hours before the lesson | Lesson is lost and non-refundable |
Rescheduling is available through your Student Portal at theenglishlanguagehub.com/student-portal. The portal automatically prevents rescheduling within 12 hours of the lesson start time.
Repeatedly rescheduling classes may result in you being removed from the service as a student.
Late Arrivals
We reserve the right to end a class after 20 minutes if a student fails to notify their teacher they are running late. If a student fails to attend without prior notice the lesson will be marked as lost and is non-refundable.
Teachers will wait the full 20 minutes before marking the lesson as a no-show. Students who notify their teacher of a delay in advance will be accommodated where possible within the remaining lesson time.
Refund Policy
Single Lesson Refunds
| Scenario | Refund |
|---|---|
| Cancellation with more than 12 hours notice | Full refund or account credit at student’s choice |
| Cancellation with less than 12 hours notice | No refund |
| No show | No refund |
| Technical failure on our side (teacher no-show, platform issue) | Full refund or replacement lesson at student’s choice |
| Technical failure on student’s side (poor connection, device issues) | No refund — lesson is considered delivered |
Lesson Bundle Refunds
| Scenario | Refund |
|---|---|
| Unused sessions within 6 months of purchase | Full refund for unused sessions at original per-lesson rate |
| Unused sessions after 6-month expiry | No refund — sessions expire as per our Lesson Expiry terms |
| Partial bundle use within 6 months | Refund for remaining unused sessions only |
| Cancellation of entire bundle within 48 hours of purchase (no lessons taken) | Full refund |
Lesson Expiry
All lessons and bundles expire 6 months from the date of purchase. For bulk purchases, the 6-month period runs from the date of the last lesson taken, not the purchase date. Expired lessons are non-refundable.
How to Request a Refund
All refund requests must be submitted by email to [your school email] with the following information:
- Full name
- Email address used for booking
- Date of purchase
- Number of lessons to be refunded
- Reason for refund request
Refund requests are reviewed within 5 business days. Approved refunds are processed via the original payment method and may take 5–10 business days to appear depending on your bank.
Our Right to Refuse Refunds
We reserve the right to decline refund requests where:
- The cancellation policy has not been followed
- Sessions have expired beyond the 6-month window
- There is evidence of misuse of the booking system
- Lessons were delivered as scheduled and confirmed by the teacher
Technical Issues
If a lesson cannot proceed due to a technical issue on our side (teacher connectivity failure, platform outage) we will offer either a full replacement lesson or a full refund for that session. Students must notify us within 24 hours of the scheduled lesson time to be eligible.
If a lesson cannot proceed due to a technical issue on the student’s side, we encourage students to notify their teacher immediately. The teacher will wait up to 20 minutes. If the issue cannot be resolved within this time the lesson will be marked as lost unless the student has notified us and a rescheduled lesson is agreed upon at the teacher’s discretion.
Teacher Cancellations
In the rare event that a teacher needs to cancel a lesson:
- Students will be notified as soon as possible by email
- A full replacement lesson will be offered at a time convenient to the student
- If a replacement cannot be arranged the session will be fully refunded or returned to the student’s bundle
The English Language Hub is not liable for teacher cancellations beyond the offer of a replacement lesson or refund.
Contact
For all cancellation and refund queries please contact us at:
Email: [email protected] Student Portal: theenglishlanguagehub.com/student-portal Response time: within 2 business days
All formal communications regarding bookings, cancellations, and refunds must be made by email. Communications via social media will NOT be recognised for administrative purposes.
Last updated: June 2026 The English Language Hub — theenglishlanguagehub.com