Last Updated: 10/12/2025
 

This Refund & Cancellation Policy (“Policy”) outlines the rules for cancellations, rescheduling, and refunds for all services offered by English Quest with Gina (“Company”, “We”, “Our”, “Us”).

By making any payment or booking a service, you automatically agree to this Policy.
 

1. ELIGIBILITY FOR REFUNDS

Refund availability depends on:

• The service type (1-on-1, subscription, group course, workshop, digital product)

• Timing of the cancellation

• Whether lessons have been completed

• Compliance with these Terms

Minors

• Refunds for students under 18 apply only if purchased by a parent or legal guardian, as minors may only enroll with adult consent under international child safety standards.
   

2. FLEXIBLE 1-ON-1 LESSONS
 

2.1 Cancellations by Student

• Cancellations made more than 24 hours before a lesson → reschedule allowed.

• Cancellations made within 24 hours → lesson forfeited (marked no-show or paid cancellation), non-refundable.

• Rescheduling is possible in the event of an emergency, provided the teacher agrees. A rescheduled flexible lesson must be completed within 48 hours of the original lesson time where possible, subject to teacher availability.
  If a mutually agreeable time cannot be found within this period, the teacher will provide an alternate time as soon as reasonably possible.”

• No alternate lessons will be provided for cancellations, rescheduling requests, or no-shows made within the last 12 hours before the scheduled lesson time.

 

2.2 Teacher-Initiated Cancellations

If the teacher cancels a session at any time, an alternate lesson will be arranged at a mutually (student and teacher) suitable time.
 

2.3 Refunds for Flexible Lesson Packages (Individual Lessons)

Flexible lesson packages are refundable only within the allowed refund window, depending on the package size. After the refund window closes, no refunds will be issued, regardless of unused lessons.
 

Refund Request Deadlines

Students must request refunds within the following time frames from the date of purchase:

• 5-Lesson Package: Refund requests must be made within 15 days of purchase.

• 10-Lesson Package: Refund requests must be made within 30 days of purchase.

• 20-Lesson Package: Refund requests must be made within 30 days of purchase.

• IELTS/TOEIC Individual Lesson Packages: Refund requests must be made within 30 days of purchase.
   

Refunds will not be processed beyond the above windows under any circumstances.

Refund Calculation
 

If the student qualifies for a refund:
Refund =
Total package value 
− (minus) Cost of completed lessons (calculated at full per-lesson rate)
− (minus) 10% administrative fee
− (minus) payment gateway fees + processing charges

*Completed lessons are deducted at the standard per-lesson rate, not the discounted package rate.
 

Important Notes

• Lessons cancelled within 24 hours or unattended are considered completed for refund purposes.

• The Company is not responsible for any bank charges, third-party payment processor deductions, or currency exchange losses incurred during payment or refund transactions.

• Refunds are granted only for unused lessons within the valid refund window.

• Teacher-initiated cancellations will always be rescheduled; refunds apply only if a lesson cannot be completed or rearranged.
   

*Exchange-rate note: Any gain or loss in currency conversion is the responsibility of the student.*
 

3. SUBSCRIPTION LESSON PLANS (MONTHLY)

Subscription plans provide a fixed number of lessons per month at a recurring monthly fee.
 

3.1 Scheduling

• Students must schedule all subscription lessons within 48 hours of payment.

• All lessons must fall within the subscription validity dates.

• Students cancelling future subscription renewals must still complete the current month’s lessons.
   

3.2 Rescheduling & Carry-Over

• If a lesson is cancelled more than 24 hours before the start, it may be rescheduled or carried over.

• A maximum of 2 lessons may be carried forward into the next month.

• Carried-over lessons must be scheduled within the next subscription cycle.

3.3 No-Show Policy

Lessons cancelled within 24 hours or unattended are forfeited.

3.4 Refunds for Subscription Plans

Subscription payments are non-refundable once the billing cycle begins, except in teacher-related circumstances described above.
 

Refunds apply only when:

• The teacher is unable to complete the remaining lessons, AND

• No alternate lesson can be arranged
   

Refund = Remaining lessons
−(minus) 10% administrative fee
−(minus) payment gateway + processing fees
 

*Exchange-rate note: Company is not responsible for currency fluctuations.*
 

4. GROUP COURSES (IELTS, TOEIC, BUSINESS, GENERAL, ETC.)

4.1 Eligibility

To join a group course, students must:

• Be at least B2 level, AND

• Receive teacher approval based on confidence, anxiety levels, learning behaviour, and group suitability

• Students under 18 must have parental consent

4.2 Attendance

• Attendance is mandatory for all scheduled sessions.

• No replacement lessons will be offered.

• No session recordings will be provided.
  (These are psychology-backed lessons involving real-time guidance, breakout rooms, and personalised coaching.)

• Missing a class does not entitle a student to a refund, credit, or alternative class.

4.3 Refund Window

• Refunds are only allowed within the first 15 days from the course start date.

• After 15 days, no refunds will be issued.

• Only unused/unconducted classes are eligible for refund minus deductions.

Refund = Remaining classes
−(minus) 10% administrative fee
−(minus) payment gateway + processing fees
−(minus) applicable taxes
 

*Exchange-rate note: Company not responsible for conversion differences.*

4.4 Interview Preparation Group Course

• Due to its short 5-hour structure, this program is completely non-refundable.

5. WORKSHOPS, DAY TOURS & OFFLINE EVENTS

• Each event may have its own cancellation rules.

• Attendance is mandatory unless otherwise stated.

• Refunds follow the event-specific policy shared at booking.

6. DIGITAL PRODUCTS

• Due to their downloadable/instant-access nature, all digital items (PDFs, worksheets, recorded courses) are non-refundable.

7. TAXES, PAYMENT GATEWAY FEES & EXCHANGE RATES

• GST is not currently charged, but may apply in future for Indian residents.

• GST or any applicable taxes, if charged in future, will not be refundable unless legally required.

• Payment gateway fees and processing charges are always deducted from approved refunds.

*Exchange-rate note: The Company is not responsible for currency conversion differences caused by banks or third-party processors.*

8. Refund Request Process

To request a refund or cancel a service, students must submit a written request via email to:

📩 eqwithgina@gmail.com

The request must include:

• Full name

• Purchase date

• Package or course purchased

• Reason for cancellation

• Payment receipt or invoice

Refund requests that are incomplete or missing documentation may be delayed or denied.

9. Refund Processing Time

Once a refund request is approved:

• Refund initiation time: 3–7 business days

• Refund completion time: 14–30 business days, depending on the payment method and the student's bank or payment provider

• Refunds are issued only to the original payment method used during purchase

Please note:

• Processing delays may occur during holidays or due to third-party payment platforms

• The Company is not responsible for payment gateway timelines or cross-border banking delays

10. Lesson Validity

To ensure smooth scheduling and course progress, all lessons and packages come with specific validity periods.
 

10.1 Single Lessons

• Valid for 30 days from the date of purchase, unless otherwise agreed.

• Any unused single lesson after 30 days will expire automatically and becomes non-refundable.

10.2 Flexible Lesson Packages

Validity periods for Individual Courses:

• 5-Lesson Package: Valid for 60 days from purchase

• 10-Lesson Package: Valid for 90 days from purchase

• 20-Lesson Package: Valid for 180 days from purchase

• IELTS/TOEIC Packages: Valid for 180 days from purchase

Important Notes

• Lesson validity rules apply only to flexible individual lesson packages.

• Lesson validity rules do NOT apply to:

  • Subscription plans, which follow their own scheduling and carry-over rules

  • Group courses (IELTS, TOEIC, Business, Conversational, etc.), which follow fixed course schedules and refund windows

  • Interview Preparation Group Course, which is non-refundable and follows its own structure

• Students cannot schedule lessons after the validity period ends.

• All unused lessons after the validity window automatically expire and are non-refundable.

• Validity extensions are not permitted, except in:

  • Cases of teacher unavailability

  • Verified emergencies mutually agreed upon

The Company reserves the right to request evidence when extension requests are made on emergency grounds.
 

11. Acceptance

By purchasing any service, lesson package, subscription, or course from English Quest with Gina, you confirm that you have read, understood, and agreed to this Refund & Cancellation Policy, along with the Terms & Conditions and Privacy Policy.