Terms & Conditions

1. About Fluentful

Fluentful is an online English-language learning service providing live online lessons and educational materials to students in different countries and regions.

Our Services may include:

• Private 1-to-1 English lessons;
• Small-group English lessons;
• IELTS preparation;
• General English;
• Conversational English;
• Grammar, vocabulary and pronunciation;
• Business and workplace English;
• Structured English-learning programmes for children, teenagers and adults; and
• Other English-language courses and educational services introduced from time to time.

The courses, lesson durations, lesson frequencies, tutors and features available may vary depending on the plan purchased, the student's age, location and availability.

2. Eligibility and Students Under 18

Students must provide accurate information when using Fluentful.

Where a student is under the age at which they can legally enter into a contract in their jurisdiction, a parent or legal guardian must purchase or authorise the Services on their behalf.

By purchasing Services for a minor, the parent or guardian confirms that they have authority to do so and consents to the minor participating in online lessons and using the technology reasonably required to provide those lessons.

Parents and guardians are responsible for providing appropriate supervision for younger students.

Fluentful may restrict or decline the provision of particular Services where required by applicable laws or regulations.

3. Our Tutors

Fluentful works with tutors selected according to criteria that may include English proficiency, communication ability, teaching experience, qualifications, subject knowledge and suitability for the relevant students or courses.

Although students may be able to select or request particular tutors, we cannot guarantee the permanent availability of any tutor.

Fluentful may substitute a tutor where the original tutor becomes unavailable.

Tutors may operate from different countries and time zones.

The purchase of Fluentful Services does not create a direct contractual, employment or agency relationship between the student and an individual tutor.

4. Booking Lessons

Lessons may be booked or arranged through the Fluentful website, WeChat, our customer-support team, our online classroom provider or another booking system made available by Fluentful.

A requested lesson time is not guaranteed until it has been confirmed.

Students are responsible for checking their confirmed lesson date and time and joining their lesson promptly.

Where time zones are relevant, students should ensure that they understand the time zone shown when making or confirming a booking.

Tutor availability can change, and Fluentful does not guarantee that every requested time or tutor will always be available.

5. Communication Through WeChat

Fluentful may use WeChat as one of its primary communication channels.

WeChat may be used for:

• Lesson bookings and scheduling;
• Trial lesson arrangements;
• Lesson reminders;
• Student and parent enquiries;
• Customer support;
• Course recommendations;
• Changes to bookings; and
• Other communications reasonably related to a student's use of Fluentful.

WeChat is a third-party service and is not owned or controlled by Fluentful.

Your use of WeChat is also subject to WeChat's own terms, privacy policies and platform rules.

Fluentful is not responsible for WeChat outages, technical failures, account restrictions or other circumstances relating to WeChat that are outside Fluentful's reasonable control.

If WeChat becomes unavailable, Fluentful may communicate with students using another reasonable communication method.

Students should not send passwords, complete payment-card details or other unnecessary sensitive information through WeChat.

6. Online Classroom and Neukol

Fluentful currently uses Neukol as a third-party online classroom platform for the delivery of lessons.

Students may therefore be required to use the Neukol website, application or associated software in order to participate in a Fluentful lesson.

Depending on the functionality being used, students may need to grant access to their camera, microphone, speakers or other device functionality.

Neukol is an independent third-party service and is not owned or operated by Fluentful.

Use of Neukol may also be subject to Neukol's own terms, privacy policies and technical requirements.

Fluentful may replace Neukol or introduce additional classroom, communications or educational technology providers in the future where reasonably necessary to operate or improve our Services.

A change of classroom technology does not by itself constitute a material change to the educational service purchased, provided that students continue to receive substantially equivalent access to their lessons.

7. Technical Requirements

Students are responsible for having the equipment and connectivity reasonably required to participate in online lessons, including:

• A compatible computer, tablet or mobile device;
• A stable internet connection;
• A functioning microphone;
• Speakers or headphones; and
• A functioning camera where video participation is required.

Students should test their equipment before lessons.

Where a lesson is interrupted or cannot be completed because of a problem with the student's own device, internet connection, software or equipment, Fluentful is not normally required to replace the lost lesson time.

Where a material technical problem attributable to Fluentful, a Fluentful tutor or a classroom platform selected by Fluentful prevents a substantial part of a lesson from being delivered, Fluentful may provide replacement lesson time, restore lesson credit or reschedule the lesson as appropriate.

8. Lesson Plans

Fluentful may offer Services through Pay As You Go purchases and Subscription plans.

Pay As You Go purchases may include individual lessons or blocks of lessons.

Subscriptions may include a specified number or frequency of lessons over a monthly, quarterly, annual or other recurring billing period.

The applicable:

• Lesson type;
• Lesson duration;
• Number or frequency of lessons;
• Billing period;
• Price;
• Currency; and
• Discount, if any,

will be displayed or otherwise communicated before the purchase is completed.

The information presented at checkout forms part of the agreement between you and Fluentful.

9. Subscription Plans and Automatic Renewal

Where a plan is identified as a subscription, it will automatically renew at the applicable billing interval until cancelled unless expressly stated otherwise at checkout.

Depending on the plan selected, subscriptions may renew monthly, quarterly, annually or at another clearly disclosed interval.

By purchasing an automatically renewing subscription, you authorise Fluentful and its payment service providers to charge the applicable subscription fee to your selected payment method at each renewal.

Cancel Anytime

Fluentful subscriptions may be cancelled at any time.

Cancellation stops the subscription from renewing for the next billing period.

Unless otherwise required by applicable law, cancellation does not retrospectively cancel the current billing period and does not automatically entitle the customer to a full or partial refund for amounts already paid.

You may continue using Services already included in your current paid subscription period, subject to the applicable plan conditions.

Instructions for cancelling will be provided through Fluentful's website, customer support, WeChat or another cancellation method made available by us.

We will not intentionally create unreasonable barriers to cancellation.

10. Changes to Subscription Prices

Fluentful may change subscription prices from time to time.

A price change will not retrospectively alter the amount already paid for a current billing period.

Where the price of an automatically renewing subscription changes, we will provide reasonable notice before the new price applies where required by applicable law.

If you do not wish to continue at the new price, you may cancel the subscription before the relevant renewal.

11. Payments

Payments must be made using a payment method accepted by Fluentful.

Available payment methods may differ according to country, currency and payment provider.

Payments may be processed by third-party payment processors or payment platforms. Those providers may process transaction information in accordance with their own terms and privacy policies.

You confirm that you are authorised to use the payment method submitted.

Unless stated otherwise, prices displayed at checkout are the prices applicable to the selected Services at the time of purchase.

Any taxes, duties or other charges that Fluentful is legally required to collect may be added where applicable.

12. Refund Policy

Because Fluentful provides access to live teaching services, reserved tutor time, scheduling capacity and educational services that may begin shortly after purchase, purchases are generally final and non-refundable once completed.

Changing your mind, deciding not to use purchased lessons, failing to attend lessons, changes to your personal schedule or failing to use all available lessons do not ordinarily entitle you to a refund.

Cancelling a subscription prevents future renewal charges. It does not normally generate a refund for the current billing period or previous billing periods.

However, Fluentful recognises that exceptional circumstances can occur.

At Fluentful's discretion, we may provide a full or partial refund, account credit, replacement lessons, extension or another appropriate resolution in circumstances such as:

• A serious or prolonged failure by Fluentful to provide the purchased Services;
• A material billing error;
• Duplicate or clearly erroneous charges;
• Significant technical problems attributable to Fluentful that cannot reasonably be remedied;
• Serious medical, family or other exceptional circumstances; or
• Another situation where Fluentful considers a refund or alternative resolution fair and reasonable.

Any discretionary refund is considered individually and does not create an obligation to provide the same outcome in another case.

Where applicable law requires a refund notwithstanding this policy, Fluentful will comply with that requirement.

Approved refunds will ordinarily be returned to the original payment method where reasonably possible.

13. Lesson Cancellation and Rescheduling

A student may cancel or reschedule a lesson at least 12 hours before the scheduled start time without losing lesson minutes.

Where a student:

• Cancels with less than 12 hours' notice; or
• Fails to attend the lesson,

40% of the scheduled lesson minutes will be deducted from the student's available lesson balance.

If late cancellations or missed lessons occur more than twice within the same calendar month, subsequent late cancellations or missed lessons during that month will result in 100% of the scheduled lesson minutes being deducted.

This policy exists because tutors reserve the scheduled time for that student and a late cancellation may prevent the tutor from teaching another student during that period.

Fluentful may waive these deductions in genuine exceptional circumstances at its discretion.

Where Fluentful or the scheduled tutor cancels a lesson, the student's lesson entitlement will not be lost. Fluentful will arrange a replacement lesson, restore the applicable lesson credit or provide another appropriate solution.

14. Late Arrival

Students should join lessons on time.

If a student arrives late, the lesson will ordinarily still finish at its originally scheduled finishing time.

Tutors may have another lesson immediately afterwards and cannot be required to extend a lesson because of a student's late arrival.

If a tutor is materially late, Fluentful will take reasonable steps to ensure that the student receives the lesson time they purchased.

15. Trial Lessons

Fluentful may offer free, reduced-price or promotional trial lessons.

The purpose of a trial lesson is to allow a prospective student to experience Fluentful, meet a tutor, discuss their English level and goals and determine an appropriate learning pathway.

Unless otherwise stated, promotional trial offers may be limited to one per student.

Fluentful may refuse or withdraw a promotional trial where we reasonably believe that multiple accounts, false information or another method is being used to repeatedly obtain introductory offers.

A trial lesson does not guarantee the future availability of the same tutor or lesson time.

16. Lesson Materials and Curriculum

Fluentful develops its own lessons and educational materials, which may include:

• Lesson presentations and slides;
• Exercises;
• Activities;
• Worksheets;
• Lesson structures;
• Discussion materials;
• Vocabulary and grammar exercises;
• Teacher guidance; and
• Other educational content.

Our structured courses may be aligned with Cambridge English learning frameworks, levels, textbooks or examination pathways.

Fluentful may also use recognised language-learning frameworks such as the Common European Framework of Reference for Languages (CEFR).

Where Fluentful refers to third-party textbooks, examinations, levels or educational frameworks, those references are intended to describe or support the structure and educational objectives of our courses.

17. Cambridge Independence Statement

Fluentful is an independent English-language education provider.

"Cambridge", Cambridge examination names and other related trademarks and intellectual property belong to their respective owners.

References to Cambridge-aligned learning, Cambridge English Qualifications, Cambridge levels or Cambridge educational materials are descriptive references to the learning frameworks, resources or examinations with which relevant Fluentful courses may align or prepare students.

18. Intellectual Property

Except for third-party intellectual property, the Fluentful website, Fluentful branding and Fluentful's original educational materials are owned by or licensed to AJK Online LLC.

This may include our:

• Lesson slides;
• Presentations;
• Graphics;
• Exercises;
• Worksheets;
• Course structures;
• Written materials;
• Website content;
• Videos;
• Branding; and
• Other original educational resources.

Purchasing Fluentful Services gives the student a limited, personal, non-exclusive and non-transferable right to use materials provided to them for their own education.

Students may not, without our prior permission:

• Sell or commercially distribute Fluentful materials;
• Publish paid materials publicly;
• Share paid lesson materials with unauthorised third parties;
• Copy substantial portions of Fluentful courses for redistribution;
• Remove copyright or ownership notices;
• Record and redistribute lessons;
• Use Fluentful materials to operate or develop a competing education service; or
• Otherwise commercially exploit Fluentful's intellectual property.

Third-party materials remain the intellectual property of their respective owners and are subject to any applicable licences or usage restrictions.

19. IELTS and Examination Preparation

Fluentful may provide preparation for IELTS, Cambridge English Qualifications and other examinations.

Such courses are designed to develop relevant English-language skills, examination techniques and familiarity with the relevant examination format.

Fluentful does not guarantee any particular examination score, band, grade, certificate, university admission or other result.

Results depend on numerous factors outside Fluentful's control, including the student's starting level, attendance, independent study, preparation and performance on examination day.

References to IELTS, Cambridge or another examination provider do not imply sponsorship or endorsement by that organisation.

20. Educational Outcomes

Fluentful aims to provide high-quality teaching and meaningful opportunities for students to improve their English.

However, learning outcomes vary between individuals.

Fluentful does not guarantee that a student will:

• Become fluent within a particular period;
• Reach a particular CEFR level;
• Obtain a particular examination result;
• Achieve admission to a school or university;
• Obtain employment; or
• Achieve another particular academic or professional result.

Progress estimates, level assessments and recommended learning pathways are educational guidance rather than guarantees.