LESSON POLICY

Booking, changes, cancellations and refunds

Booking window

You can book a lesson that starts at least 3 hours from the current time and no more than 60 days ahead. Available times depend on the tutor’s schedule and existing bookings. Confirmed bookings remain in place if this booking window later changes.

Reschedule: up to exactly 12 hours before

Move your lesson to another available time at least 12 hours before its scheduled start without using an extra credit. Later changes normally use the original lesson credit.

Cancel: up to exactly 12 hours before

Cancel at least 12 hours before the scheduled start and the reserved lesson credit is restored once. Inside 12 hours, cancellation and rescheduling are unavailable; late cancellation and missed lessons do not restore the credit. A restored credit is not a cash refund. Contact glocalish@gmail.com if exceptional circumstances or a service problem require review.

When Glocalish cancels

We will offer another time or restore your credit. If New Zealand consumer law entitles you to a refund or another remedy because we could not provide the agreed service, that right still applies.

Your time and your credits

Lesson starts and change deadlines are stored as absolute UTC times. We display the date, time, IANA timezone city and UTC offset using the timezone confirmed for that booking, and may also show the tutor’s Pacific/Auckland time. A browser timezone is only a suggestion until you confirm it. Travelling or changing your profile timezone does not rewrite an existing booking. Confirmation messages use the saved booking timezone. The server calculates the deadline as the actual start minus 12 hours; device time, IP location and daylight-saving display changes cannot extend it. Late arrival does not extend the lesson. English Conversation, Korean Conversation, Premium Assessment and Premium Coaching credits are separate and can only book their matching lesson type.

Lesson materials

Conversation lessons use the Glocalish curriculum. Roselyn provides personalised notes after each lesson, which may be delivered manually. Learning materials used in each completed Conversation lesson are included. Students may receive the completed lesson material with relevant notes and corrections. Complete 25-unit commercial eBooks are separate digital products and are not automatically included; an eBook purchase is not required for lessons.

Change of mind and exceptional refunds

Glocalish does not provide refunds simply because you change your mind or your personal circumstances change after purchase. Glocalish may, at its discretion, consider an early termination or partial refund in exceptional circumstances. Each request is assessed individually; this is not an automatic refund entitlement.

If Glocalish agrees to an early package termination and refund after some lessons have been used, we calculate the used lessons at the applicable regular single-lesson rate. We refund the remaining balance after deducting any payment-processing costs that were actually incurred and cannot be recovered.

Consumer rights

If a lesson was not provided, was materially different from what was agreed, or had a serious service problem, contact glocalish@gmail.com. Depending on the issue and New Zealand consumer law, the appropriate response may include fixing the problem, providing the lesson again, or issuing a partial or full refund. This policy does not reduce your legal consumer rights.