Last updated: 15 January 2026
This Policy explains cancellations, rescheduling, refunds, and what happens if a session is missed. It applies to all bookings unless we agree otherwise in writing.
1. Payment
Payment can be made by direct bank transfer and must be made before or on the same day as the lesson. No direct debit is required.
2. Rescheduling and cancellation by you
2.1 24 hours’ notice: Usually, 24 hours’ notice is required to avoid a charge.
2.2 Within 24 hours: If you cancel within 24 hours of the lesson, we will charge 50% of the fees, whatever the reason.
2.3 No-Show or within 1 hour of lesson: Full fee
3. Lateness and no-shows
3.1 If you arrive late, the session will usually end at the scheduled time.
3.2 If you do not attend (no-show), the session is treated as delivered and charged in full.
4. Cancellation/rescheduling by us
If we need to cancel or reschedule due to illness, emergency, or technical issues on our side, we will offer an alternative slot. If no suitable alternative can be arranged, we will refund the fee for the affected session.
6. Intensive Courses Grade Guarantee
6.1 Once we agree a grade that Elena strongly believes you (or your child) can attain, Elena guarantees to deliver that. If the grade is not achieved, whatever the reason, Elena will refund 100% of your fee for the Intensive Course.
6.2 The grade agreed is dependent on Elena’s assessment of linguistic ability from an initial meeting and after the first 2–4 hours of tuition. These first hours can be paid for as normal; afterwards, the attainable grade will be discussed and agreed.
6.3 To claim the refund, you must provide evidence of the official result (e.g., certificate/score report) within 14 days of receiving it, and the exam must be sat within 6 months of completing the Intensive Course (unless agreed otherwise in writing).
6.4 This guarantee covers tuition fees paid to Elena for the Intensive Course only. It does not cover exam entry fees, travel, textbooks, or third-party costs.
7. Your legal right to cancel (online bookings)
If you are a consumer booking online/at a distance, you generally have a 14-day cooling-off period under the Consumer Contracts Regulations.
If you ask for Services to begin during the cooling-off period, you may be required to pay for any Services provided up to cancellation, and if Services are fully performed within that period you may lose the right to cancel.