Refund, Cancellation, Extension & Transfer Policy
1. General Policy
By purchasing any class or course package through Shuo Hao, students agree to the following terms and conditions regarding refunds, cancellations, extensions, suspensions, and transfers.
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2. Trial 7-Day Period for Course Packages
Students purchasing a course package for the first time are entitled to a 7-day trial period starting from the day following the purchase date.
The 7-day trial period applies to first-time package purchases only.
Students who have previously:
- Purchased a course package,
- Used any portion of a package, or
- Completed classes on the platform
will not be eligible for another 7-day trial period on future package purchases.
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2.1 No Classes Attended During the Trial Period
If no classes have been attended within the 7-day trial period, students may request a refund and contract termination.
The following conditions apply:
- A 10% administrative and payment processing fee will be deducted from the total course fee.
- The remaining balance will be refunded.
※ Once any class from the package has been used, this policy no longer applies.
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2.2 Classes Attended During the Trial Period
If any classes have been attended during the 7-day trial period:
- Attended classes will be charged at the current standard single-class rate, and
- A 10% administrative and payment processing fee will be deducted from the total course fee.
The remaining balance will then be refunded and the package will be terminated.
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3. Refund Policy After the 7-Day Trial Period
## 3.1 If Less Than One-Third (1/3) of the Package Has Been Used
Students may request a partial refund if BOTH of the following conditions are met:
- Less than one-third (1/3) of the classes have been completed, and
- Less than one-third (1/3) of the package validity period has passed.
The refund amount will be calculated after deducting:
- Fees for attended classes (calculated at the current standard single-class rate), and
- A 10% administrative and payment processing fee based on the total course fee.
After these deductions, 50% of the remaining balance will be refunded.
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3.2 If One-Third (1/3) or More of the Package Has Been Used
Students will no longer be eligible for refunds once EITHER of the following conditions has been reached:
- One-third (1/3) or more of the classes have been completed, or
- One-third (1/3) or more of the package validity period has passed.
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4. “My First Class” Introductory Service
“My First Class” is a discounted introductory class designed for new students to:
- Experience the platform
- Meet a teacher
- Assess their Chinese level
- Trial teaching materials before purchasing a package
The following conditions apply:
- “My First Class” is available to new students only.
- Each student may purchase this service once only.
- Students who have previously purchased a package or completed classes on the platform are not eligible to purchase “My First Class” again.
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5. Single-Class Purchases
Students may purchase individual classes without purchasing a course package.
Single classes may be used for purposes such as:
- Exam preparation
- Conversation practice
- Revision sessions
- Additional learning support
Single-class purchases follow the same scheduling and cancellation policies as package classes.
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6. Cancellation & No-Show Policy
Students may cancel or reschedule classes up to 48 hours before the scheduled class time.
The following conditions apply:
- Classes cancelled within 48 hours of the scheduled class time are non-refundable and non-reschedulable.
- Missed classes and no-shows will be treated as completed classes and deducted from the student’s package or booking.
For “My First Class” and single-class purchases:
- If the class has not yet been attended and the cancellation request is made more than 48 hours before the scheduled class time, students may request a refund,
- A 10% administrative and payment processing fee will be deducted from the refund amount.
If exceptional circumstances occur, students may contact customer support by email. Requests will be reviewed on a case-by-case basis.
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7. Standard Single-Class Rate
For all refund calculations, attended classes will be charged according to the current standard single-class rate displayed on the website at the time of the refund request.
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8. Course Extension Policy
If there are unused classes remaining after the package expiration date, students may apply for a course extension.
The following conditions apply:
- Students must pay the price difference based on the current standard course rate
- The extension period may be granted for up to one (1) additional year
- Unused classes remaining after the extension period will expire automatically and cannot be refunded or transferred
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9. Course Suspension Policy
Students may apply for a temporary course suspension once during the validity period of their package.
The following conditions apply:
- The maximum suspension period is six (6) months
- A handling fee of USD 50 will apply
- Classes may not be used during the suspension period
- The package expiration date will be extended according to the approved suspension duration
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10. Course Transfer Policy
Students may request to transfer their remaining unused classes to another student once only.
The following conditions apply:
- A handling fee of USD 100 will apply
- Only unused classes may be transferred
- The original package validity period will remain unchanged after the transfer
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11. Time Zone Responsibility
Class schedules are automatically displayed according to the student’s detected local time zone.
Students are responsible for ensuring that:
- Their device time zone settings are correct, and
- The displayed class time matches their intended booking time.
Shuo Hao is not responsible for missed classes caused by incorrect time zone settings or booking errors made by the student.
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12. Teacher Availability & Substitution
If a scheduled teacher becomes unavailable due to unforeseen circumstances, Shuo Hao reserves the right to:
- Arrange a substitute teacher, or
- Reschedule the class with the student’s consent.
If no substitute or rescheduled class can be arranged, the unused class credit will remain available for future use.