Refund Policy

1. Overview

This Refund Policy outlines how cancellations, rescheduling, and refunds work at 3SEnglishPro, operated by Elwani-Training (Pty) Ltd. All lessons are purchased in advance. Refunds are issued only under the conditions listed below. This policy is part of our Terms of Service.

2. Cancellation and Rescheduling

2.1 Cancellation Window: 12 Hours or More Before Lesson

If you cancel or reschedule a lesson 12 hours or more before the scheduled start time:

• The lesson credit returns to your account in full.
• You may reschedule at any available time with your coach.
• No cancellation fee applies.

2.2 Late Cancellation: Within 12 Hours Before Lesson

If you cancel a lesson within 12 hours before the scheduled start time:

• The lesson credit is forfeited in full. No refund or credit is issued.
• The coach is entitled to payment for the reserved time slot.

2.3 No-Show

If you fail to attend a scheduled lesson (do not join the video call at the scheduled start time):

• The lesson is deemed completed and delivered.
• The lesson credit is forfeited in full. No refund or credit is issued.
• The coach is entitled to payment for the reserved time slot.

This applies regardless of reason (connection failure, scheduling conflict, forgotten appointment, or any other circumstance on the student's side).

3. Documented Emergency Exception

In cases of documented serious hardship or emergency (medical emergency, bereavement, accident, natural disaster, or similar extraordinary circumstances), a student may request a review of their cancellation or no-show.

3.1 How to Request an Exception

• Contact hello@3senglishpro.com within 3 days of the lesson date.
• Provide a clear explanation of the emergency and supporting documentation (medical note, accident report, etc.) if available.
• Include your lesson date, time, and coach name.

3.2 Review and Decision

• 3SEnglishPro will review the request in good faith.
• The coach may choose to reschedule the lesson, issue a credit, or decline the request at their discretion.
• 3SEnglishPro reserves the right to make the final determination on all emergency requests.
• The coach is not obligated to grant an exception.
• All decisions are made within 5 business days.

3.3 Abuse Prevention

Repeated late-cancellation or no-show requests for exceptions may result in account restrictions or termination, at 3SEnglishPro's sole discretion.

4. No Refunds After 3 Days

Disputes regarding a lesson's quality, delivery, or attendance must be reported to hello@3senglishpro.com within 3 days of the lesson date. Disputes raised after this window are not eligible for review, credit, or refund.

5. Communication Policy

If you anticipate difficulty attending a lesson, contact your coach as soon as possible via WhatsApp, email, or in-platform messaging. Early communication may allow the coach to reschedule without penalty, but this is at the coach's discretion and not guaranteed.

Contact: hello@3senglishpro.com

6. Non-Refundable Payments

All payments for trial lessons and lesson packages are final and non-refundable once processed, except as explicitly stated in this policy.

• Unused lessons from a purchased package may be applied toward a new package or renewal at full value.
• Unused lessons cannot be withdrawn as cash, transferred to a third party, or carried forward beyond the package validity period (where applicable).

7. Currency and Payment Processing Fees

• Prices are listed in the currency displayed at checkout.
• Payments processed from a different currency or country may incur conversion fees or foreign transaction fees charged by your bank or card issuer.
• 3SEnglishPro does not control or receive these fees. You are responsible for any bank charges related to your payment method.

8. Chargebacks and Disputes

Filing a payment chargeback or dispute with your bank or card issuer without first contacting hello@3senglishpro.com to resolve the issue is treated as a breach of our Terms of Service and may result in immediate account suspension or termination.

Legitimate refund requests are handled through our support email, not through third-party payment processors.

9. Coach Cancellation or Failure to Deliver

If a coach cancels a lesson or fails to deliver it for reasons attributable to 3SEnglishPro or the coach:

• The lesson is returned to your account in full credit.
• You may reschedule at no cost.
• 3SEnglishPro will work with you to find an alternative time or coach.

If a coach is significantly late (more than 5 minutes after the scheduled start time), you have the right to reschedule or request a credit at that time.

10. Technical Failures

10.1 3SEnglishPro or Coach Technical Issues

If the lesson cannot proceed due to the coach's technical failure (platform malfunction, internet outage, equipment failure on the coach's end), the lesson is returned to your account in full.

10.2 Student Technical Issues

If the lesson cannot proceed due to your technical issues (internet outage, device malfunction, software failure on your end), the lesson is forfeited. No refund or credit is issued.

3SEnglishPro is not responsible for lesson disruptions caused by your internet connection, device, software, or equipment.

11. Account Suspension and Termination

3SEnglishPro reserves the right to suspend or terminate a student account for:

• Violation of our Terms of Service
• Abusive or disrespectful conduct toward a coach
• Repeated non-payment
• Repeated late cancellations or no-shows without communication
• Chargeback or payment dispute without prior contact

Upon account termination, unused lesson credits are forfeited with no refund.

12. Refund Request Process

To request a refund under the documented emergency exception:

• Email hello@3senglishpro.com within 3 days of the lesson date.
• Include: lesson date, time, coach name, reason for cancellation/no-show, and any supporting documentation.
• 3SEnglishPro will review and respond within 5 business days.
• Decisions are final and not subject to further appeal.

For other refund inquiries, contact hello@3senglishpro.com with your lesson date and account information.

13. Changes to This Policy

3SEnglishPro may update this Refund Policy periodically. The "Last updated" date reflects the most recent revision. Continued use of the service after changes constitutes acceptance of the revised policy.

14. Contact

If you have questions regarding this Refund Policy, please contact us.