Student Terms and Conditions

This document constitutes a contract between Crystal Clear ESL (PROVIDER) and the student or parent/legal guardian of the student (STUDENT) for language tuition classes and associated supplementary material and communication as deemed appropriate by the provider, and falls under English law.


Crystal Clear ESL is a registered sole proprietorship at, xx Wood End Way, Eastleigh, SO53 4LN, United Kingdom.


  1. Lesson Package, Changes and Cancellation

The nature of this contract is a package of (10/20/30) English classes of a 25-minute duration. The schedule for contracted classes must be agreed between the STUDENT and the PROVIDER prior to purchase. The schedule of any packages purchased without prior agreement is not guaranteed. Any changes to the classes or the schedule must be made in writing with one month notice by either party. Fees are payable for each package of classes in advance to scheduled classes; classes will be suspended or cancelled if a package has not been renewed in advance. Should changes to the schedule or cancellations occur less than one month before, the following is agreed:

  • If the PROVIDER changes or cancels classes, a suitable alternative can be agreed by both parties. Where an alternative cannot be agreed, a 10% reduction of fees will be applied to the following package purchased.͘ This reduction constitutes the “guarantee” offered by the PROVIDER to the STUDENT to maintain their chosen class time(s).
  • Any credit balance incurred in this situation will be applied to subsequent payments.
  • No cash refunds will be provided.
  • If the STUDENT changes or cancels classes with less than one-month notice, the classes missed are forfeit, and the fee is retained by the PROVIDER.
  • In some cases, the PROVIDER may be able to accommodate changes or rescheduled classes at their discretion, but the PROVIDER is not required to do so by contract.
  • Cancellations owing to technical, equipment or internet failure will be assessed individually. It is the STUDENT’S responsibility to ensure the equipment and internet used by the STUDENT are suitable at all times. Appropriate proof will be necessary to verify the STUDENT’S technical suitability; this may include, but is not limited to, ping and system status screenshots or translated evidence from an internet provider. Where suitable proof cannot be presented, the STUDENT will forfeit the class at their expense. STUDENTS are required to maintain quality video and audio throughout class or are subject to cancellation at the PROVIDER’S discretion͘.
  • Likewise, where there is doubt, the PROVIDER will provide said proof. In rare instances where the provider experiences verified and significant technical, equipment or internet failure, a suitable alternative class or credit voucher refund will be arranged at no extra charge.


  1. Scheduling

Upon commencement of the contract, the STUDENT and the PROVIDER will agree an appropriate number of classes per week, as well as a recurring day and time. This slot will then be reserved for the student until such time as either party cancels the contract. Changes to the schedule may be initiated by either party, in accordance with the above (1.0) policy. Where the schedule is not regularly maintained by the STUDENT, the PROVIDER may review or cancel the contract and offer the time to another student. The STUDENT and the PROVIDER are entitled to inform the other party of absence or leave within the notice period outlined above (1.0), for which time the CUSTOMER will not be billed. There will be holiday entitlements (normally in August) by the PROVIDER as well as company closures over the Christmas period each December, dates to be confirmed. All planned absences should be confirmed no later than 1 month in advance of the date of planned absence


  1. Billing

Standard class packages will be billed in US dollars ONLY based on the following rates:


10 classes

20 classes

30 classes

$300 USD

$525 USD

$700 USD


Any indication of pricing in alternate currencies, such as Chinese RMB, are for indicative purposes only, are subject to currency fluctuations and the PROVIDER makes no claim to their accuracy.


Class packages are payable in advance of the start date of the lessons. Where individual prices have been set, these will be confirmed separately on a case by case basis. The STUDENT will be notified at the finish of their package, at which time package renewal is necessary to continue lessons. Payment is to be made by the STUDENT to the PROVIDER using the online transaction system at and by card or AliPay. Any and all additional fees charged by the STUDENT’S bank or credit card issuer must be covered by the STUDENT.


Course prices are periodically reviewed and from time to time the cost of courses may increase. In such instances, increases will only affect package renewals and the STUDENT will be given two months’ notice͘. The PROVIDER is not obliged to provide reason for any change to the class price, nor to maintain equal pricing for new students. The STUDENT has the right to refuse the price change and the contract amendment, with one month notice, thus providing their notice to discontinue classes.


  1. STUDENT Conduct

STUDENTS are expected to conduct themselves in a serious manner during lesson times. This includes, but is not limited to:

  • Taking classes in a quiet environment: STUDENT should avoid noisy conversations, music or televisions in the background. STUDENTS may be asked to use headphones if noise persists.
  • Sitting at a desk or table: STUDENT should refrain from eating, walking around or taking classes outdoors or in vehicles.
  • Ensuring just one STUDENT is visible in the video screen.
  • Ensuring the STUDENT’S face is visible within the video screen.
  • Ensuring the STUDENT is appropriately dressed for the lessons.
  • Being punctual: the PROVIDER has no obligation to extend class time due to STUDENT’S tardiness͘. Due to back-to-back class obligations, the PROVIDER will usually be unable to extend the lesson time for any reason.
  • Refraining from aggressive or inappropriate language or gestures in either the STUDENT’S native language or in English.
  • Refraining from manipulating the screen, background or pen functions without permission from the PROVIDER.
  • Refraining from engaging in distractions, such as playing with toys, or attending to programs, software or other publications during class time.
  • Refraining from using the STUDENT’S native language during class time; this is a 100% immersion classroom.

Parent supervision and/or support may be requested during the lesson and is gratefully received. Please note, when accompanying a STUDENT during the class, parents should assist with their behaviour and attention only. The PROVIDER is solely responsible for lesson content, eliciting responses and providing necessary corrections to the STUDENT.


  1. Amendments, Privacy and Data Protection

The PROVIDER reserves the right to add to or amend the contract periodically. Failure by the STUDENT to sign or adhere to any amendments constitutes the STUDENT’S cancellation of the contract. One month notice of amendments must be provided by the PROVIDER.


Please note that in the interests of child protection and safety, lessons may be recorded and securely stored by the PROVIDER. These files will not be shared with any individual who does not have direct responsibility for the STUDENT’S safety and wellbeing͕ either inside or outside of Crystal Clear ESL. These recorded image files will be held for a period of 12 months.


By ticking your agreement to these Terms and Conditions, the STUDENT confirms acceptance of the above terms and conditions and consents to the processing of your personal data, including but not limited to name, address, email, telephone number, photo and video images.