To ensure fairness and smooth scheduling, please note the following rules for booking and attending lessons:

• Advance Booking Requirement: All lessons must be booked at least 24 hours in advance of the start time. Our system will not allow booking a session with less than 24 hours’ notice. (This is to ensure the tutor has adequate preparation time and to avoid short-notice confusion.)

• Booking Availability Window: You can schedule lessons up to 28 days in advance. The booking calendar shows available slots within the next 4 weeks. If you have credits and wish to plan further ahead than 28 days, please wait until the calendar extends or contact us if you have a special scheduling request.

• Student Lateness: If you know you will be late to a lesson, please inform the tutor via email or the platform if possible. Regardless, the tutor will stay online and available for 20 minutes after the scheduled start time. If you join late, you can use whatever time remains in the session slot – note that we cannot run past the scheduled end time (as we may have other lessons or commitments). If you have not joined the session by 20 minutes past the start time, it will be treated as a no-show (you miss the lesson), and that lesson credit will be deducted as if used. The tutor is not obligated to remain in the call beyond the 20-minute waiting period.

• Tutor Lateness: We strive to start on time. If the tutor is a few minutes late due to an unforeseen issue, rest assured you will still receive your full 45 minutes of teaching – we will either extend the lesson into the buffer time or make other adjustments. If for some reason, the tutor loses time (e.g. joins 10 minutes late due to a connection issue), we will make up that lost time either by extending the session (if you are able to) or by adding extra time to a future lesson, as you prefer.

• Tutor Cancellations: In the unlikely event that we (the tutor) need to cancel or reschedule a lesson from our side (for example, due to illness or an emergency), we will give you as much advance notice as possible. You will not lose your lesson credit if the cancellation is on our end. We will work with you to reschedule the session to a new time that suits you. If rescheduling is not feasible for you for that lesson (e.g. it was a one-off event or you cannot do any other time), we can offer a refund of that lesson credit at our discretion (typically, we refund the pro-rata value by the same method you paid). We aim to be fair and avoid inconveniencing you – tutor-initiated cancellations are something we try to keep to an absolute minimum.

(In summary: if the tutor cancels, you keep or get back your credit; if you cancel with enough notice, you keep your credit; if you cancel late or don’t show, you lose the credit – see Section 7.)

7. 学生取消与改期；缺席政策；法定冷静期

Self-Service Cancellation/Rescheduling (Booking Policy): We understand plans can change. You may cancel or reschedule a lesson through the online booking system, subject to these rules:

• With at least 24 hours’ notice: If you cancel or reschedule more than 24 hours before the lesson’s start time, there is no charge or penalty. The lesson credit will be returned to your account (or remain unused) so you can re-book another time. We do appreciate notice as early as possible so that we can offer the slot to other students, but formally 24+ hours is sufficient.

• Less than 24 hours’ notice, or no-show: If you attempt to cancel a session with less than 24 hours remaining, or if you do not show up to the lesson at the scheduled time, that session will be treated as late-cancelled and the lesson credit will be deducted as if the lesson had been taken. In other words, you will lose that credit and are not entitled to a refund for it. This policy is in lieu of any additional fee – we do not charge extra “no-show” fees; the forfeited credit is the sole consequence of a late cancellation.

• These cancellation rules apply regardless of the reason (except in truly exceptional circumstances at our discretion – see Section 8). Please understand that a short-notice cancellation means we likely cannot refilled that timeslot, and the tutor has set aside the time and prepared for the lesson. The 24-hour policy is there to balance your flexibility with our need to manage a schedule.

Your 14-Day Statutory Right to Cancel (Consumer Contracts Regulations 2013): If you purchase a package of lessons online, you have a legal right to cancel the purchase and get a refund within 14 days, even if you’ve just changed your mind. This is provided by the UK Consumer Contracts Regulations 2013 (for distance contracts) and works as follows:

• Cooling-Off Period: You have 14 days from the day after we confirm your order to cancel the service contract for any reason (no need to give a reason). If you cancel within this 14-day period, you are entitled to a full refund of the package price, provided that we haven’t already fully provided the services (see below).

• Requesting Early Service Start: If you schedule or otherwise request lessons to begin during this 14-day cooling-off period (for example, you buy a package and book a lesson for the next day, which is within 14 days of purchase), then you are asking us to start performing the services before the cooling-off period expires. By doing so, you agree to the following:

• Express consent: You expressly request and consent that we begin providing the lessons during the 14-day cancellation period. (We will typically have you check a box during checkout or booking to confirm this request.)

• Acknowledgement of losing right to cancel after full performance: You acknowledge that if we have fully delivered the service you purchased (i.e. if all the lesson credits in your package have been used up) within the 14 days, then you lose the right to cancel for that package. In practice, this means if you bought, say, a 5-lesson package and you used all 5 lessons within a week, you cannot then invoke the remaining part of the cooling-off period to get a refund – the contract has been completed in that scenario.

• Partial use – pro-rata payment: If you exercise your right to cancel after we have begun providing the service but before it is completed, we are entitled to retain (or charge) payment for the portion of services that has been provided up to the point you notify us of cancellation. This will be a pro-rata amount. For example, if you bought 10 lessons and took 2 lessons then decided to cancel within the 14 days, we would refund you the value of the remaining 8 lessons, but you would pay for the 2 lessons taken (at the package rate). If any lesson credits were used or forfeited due to late cancellation under our policy, those count as provided service. We will calculate any refund due accordingly.

• How to Cancel within 14 Days: To exercise this statutory cancellation right, you must inform us of your decision to cancel. The easiest way is to email us at contact@samueltutor.com with a clear statement that you wish to cancel, or you can send a letter to the postal address in Section 1. You may (but are not required to) use the Model Cancellation Form provided below – an email containing the same information is sufficient. The effective date of cancellation is when you send us the notice (so we recommend email for speed). We will acknowledge your cancellation request without delay.

• Refund Process for statutory cancellation: If you cancel under these CCR rules, we will refund all payments you made for the package (minus any pro-rata deduction for services already provided, as explained above). The refund will be processed within 14 days from the day you informed us of the cancellation. We will refund using the same payment method you used for the purchase, unless we agree otherwise. You will not incur any fees from us for the refund. (Please note: if currency conversion is involved, the refunded amount in your local currency might differ slightly due to exchange rates – we have no control over that.)

• Refunds via your original payment method: If you paid using an online payment method, any refund due will be issued to the same payment method originally used for the transaction, via the relevant payment processor. While we will initiate approved refunds within the 14-day window where applicable, processing times may vary depending on the payment provider and your financial institution. Refunds are issued in GBP for the amount received by us. Any currency conversion or exchange rate differences between the original payment and the refund are the customer’s responsibility. We do not charge any additional fees for processing refunds.

Model Cancellation Form (you can use this form to notify us of cancellation, but you don’t have to)[:]

(Complete and return this form only if you wish to cancel the contract within 14 days of purchase.)

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To: Samuel Tutor (Samuel Wesley Petros Williams) – Address: WESLEYAN CHAPEL, CHAPEL STREET, CAWSTON, NORFOLK, NR10 4BG, UK – Email: contact@samueltutor.com

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I/We hereby give notice that I/We cancel my/our contract for the provision of tutoring services.
- Ordered on: ___[date of package purchase]
- Student’s Name: ____
- Parent/Guardian Name (if student is under 18): ____
- Address of consumer: ____
- Email of consumer: ____
- Signature: ____ (only necessary if notifying by printed letter)
- Date of notice: ____

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(Upon receipt of this cancellation notice, we will process your refund as described in Section 7.)

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Important: The 14-day statutory cancellation right is in addition to our flexible rescheduling policy. It’s mainly designed for new purchases if you change your mind about taking lessons at all. If you simply need to reschedule or cancel an individual lesson, use the self-service system (Section 7, first part). If you want to cancel the entire package and get a refund, and you’re within 14 days of purchase, use the statutory process above.

9. 技术要求与学习环境

To get the most out of our online lessons, you are responsible for ensuring you meet these technical and environmental requirements before each session:

• Required Equipment:
  • A stable internet connection with sufficient bandwidth for video calls (if your connection is very poor and causes repeated interruptions, it may count as if the lesson was attended from our side).
  • A device capable of running the chosen video conferencing software (ideally a computer or tablet; a smartphone can work but is not optimal for viewing lesson materials).
  • Audio: A working microphone (so the tutor can hear you speak) and speakers or headphones (so you can hear the tutor clearly). We strongly recommend using a headset or headphones to avoid echo/feedback.
  • Software: The video call application agreed upon – usually DingTalk or Zoom – is installed and updated to the latest version. We will provide meeting links or IDs. Please test the app beforehand. If you prefer another platform (Skype, Google Meet, etc.), discuss it with the tutor in advance.
  • Environment: A quiet, reasonably distraction-free environment for the lesson. This means minimal background noise and interruptions. It helps both you and the tutor concentrate. If the tutor determines that the background noise or disruptions on your end make the lesson unworkable (for example, we cannot hear each other), we reserve the right to count the session as a completed lesson (since the time was allocated) even if little progress was made – though we will try to work with you to avoid such situations by rescheduling if problems are apparent early.

• Use of Camera: Whether you turn your webcam on is your choice. Some students learn better with face-to-face interaction, others are shy or have technical limits. We do encourage using the camera if comfortable, as it can enhance communication (especially for pronunciation guidance or when sharing written text). But there is no absolute requirement to be on video. Please note: if technical or environmental factors (e.g. poor audio quality or inability to gauge understanding) make the lesson ineffective without video, the tutor will discuss this with you. Should a lesson become non-viable due to a lack of video plus other audio issues, it may still be counted as taken if the scheduled time was spent attempting the lesson. We’ll always aim to reschedule or find a fix rather than “lose” the lesson, but this is a gentle warning to ensure that at least the audio is high quality.

• Prep and Punctuality: It’s recommended to log on a few minutes before the lesson starts to test your microphone and audio. If using a platform for the first time, install it well ahead of time and try a test call. We cannot extend sessions for setup delays on your side beyond the 15-minute buffer.

(These requirements are essentially to make sure our session can proceed smoothly. If you have any doubts about your setup, please contact us beforehand – we may be able to do a quick test with you.)