Cancellation & Refund Policy

This Cancellation & Refund Policy explains when you can cancel a purchase of GentleSpeak online English classes, what notice is required, and how refunds and credits are handled. It forms part of our Terms & Conditions, and is provided separately for clarity.

Your payment reserves a seat in a specific group and the right to access the classes in your package. Because of this, the rules below differ depending on whether cancellation happens before or after your first class begins, and on who initiates the cancellation.

A parent or guardian may cancel a package purchase and receive a full refund if the cancellation is made before the first scheduled class begins. Once the first class has taken place — whether or not the student attended — the package is non-refundable, except where required by applicable law (see Section 3).

Cancellation requests must be submitted by email to contact@gentlespeak.com and should include the student’s name and the package being cancelled.

Under Taiwan’s Consumer Protection Act (Article 19), consumers in distance (online) transactions generally have a seven-day right to terminate the purchase without providing reasons. GentleSpeak honours this right as follows: a parent may cancel a package within seven (7) days of the purchase date for a full refund, provided no class has been attended yet. If the first class has already begun within that 7-day window, the cooling-off right lapses and the package is treated as non-refundable under Section 2.

To cancel a package before the first class, please notify us by email as early as possible and no later than 24 hours before the first scheduled class. Cancellations received after the first class has begun are not eligible for a refund under Section 2.

Because each purchase reserves a seat in a specific group, individual classes cannot be rescheduled or moved to another day or time by the student. A seat in one class cannot be transferred to a different class or time slot. Scheduled class times are fixed at enrollment.

There are no make-up classes for student absences. If a student is absent from a scheduled class for any reason, with or without notice, the class is considered delivered and is not reschedulable, refundable, or creditable. We appreciate advance notice when a student cannot attend, but advance notice does not create an entitlement to a make-up or credit.

Other than the pre-first-class refund in Section 2 and the 7-day right in Section 3, unused classes are not refundable. Classes not used before the package end date are forfeited (see Section 10). A parent may stop using the Service at any time, but stopping use does not entitle them to a refund for remaining classes.

If a teacher is unable to teach a scheduled class, GentleSpeak will offer a qualified substitute teacher so the class can proceed as scheduled. If a teacher takes prolonged personal leave and no substitute is available, GentleSpeak may announce the affected dates in advance as GentleSpeak holidays. These planned holiday dates are not cancellations and do not create a right to a refund or account credit. Instead, the package end date will be extended by the number of affected class dates, just as it is for any other holiday, so the student retains every purchased class.

For an isolated GentleSpeak-initiated cancellation that is not a GentleSpeak holiday, an account credit for a class of equal value will be issued to the student’s account and may be applied to a future class at our discretion. This Section 8 is the sole remedy for a GentleSpeak-initiated cancellation. We are not liable for any indirect or consequential loss arising from a cancelled class.

You are responsible for providing a suitable device, internet connection, and environment to join classes. Technical issues originating on the student’s side (connection, device, or software) do not automatically entitle the student to a refund, credit, or make-up.

In exceptional circumstances — such as documented illness or a family emergency — GentleSpeak may, at its sole discretion and on a case-by-case basis, grant a credit to the student’s account. Any such credit is entirely discretionary, is not guaranteed, and does not create a precedent or ongoing obligation.

Purchased classes and credits expire on the package end date recorded for the student’s enrollment. Classes not used by the package end date are forfeited and are not refundable or extendable, except where required by applicable law or where the package is extended for announced GentleSpeak holidays under Section 8. It is your responsibility to use your purchased classes before the applicable package end date.

We may update this Cancellation & Refund Policy from time to time. When we do, we will revise the “Effective Date” below and, where the changes are material, provide notice through the Service or by email. Changes do not affect purchases already made, which remain governed by the policy in effect at the time of purchase.