Terms, Conditions and Academic Policies

• 1. Group formation and start dates
• 2. If the group size drops after classes start
• 3. Attendance, absence and excuses
• 4. Freeze and package validity
• 5. Cancellation and refunds
• 6. Learning credit (credit voucher) rules
• 7. The Wella Academy Golden Guarantee
• 8. Camera, data protection and privacy policy
• 9. Flexible payment and instalments with Tabby and Tamara

1. Group formation and start dates

We teach in a focused environment so that every student can follow the lessons.

Group sizes

• Children and teens: 3 to 6 students at most, and a group needs at least 3 students to start.
• Adults: 5 to 10 students, and a group needs at least 5 students to start.

Start window and scheduling

The Academy commits to sending the lesson schedule and the teacher's name within 7 days of payment, and classes must actually start within 14 days at the latest from the payment date.

Delay guarantee

If the group cannot start within 14 days, or the start time is changed in a way that does not suit the subscriber, the subscriber is immediately entitled to a full cash refund (100%) with no administrative deductions, or to convert the amount into learning credit if they ask.

2. If the group size drops after classes start

To keep the interactive lessons running as effectively as possible, if a student withdraws and the number falls below the minimum, one of two paths applies:

• Default path (free merge): the students are moved and merged into another group that is fully equivalent in level and timing, at no cost.
• Exceptional path (mini group, Semi-Private): if the remaining students, with the full written agreement of all of them, want to continue as a closed private group with the same lesson length, only 25% is added to the subscription value of the remaining lessons for each student. If any student objects, the free merge applies automatically.

3. Attendance, absence and excuses

Attending regularly is the key to doing well.

Group lessons

Excuses for absence are not accepted in the group system. The student goes back to the lesson recording to follow the lessons they missed, so that the group's academic plan keeps running smoothly.

Private lessons

• An excuse and a request to reschedule must be made at least 6 hours before the lesson, through the official channels.
• An excuse made less than 6 hours before the lesson, or not attending without notice, means the lesson counts as delivered and is deducted from the balance to cover the teacher's reserved time. Emergencies proven by an official report are excepted, once only.

4. Freeze and package validity

How freezing works

A freeze must be requested in writing 48 hours before it starts, and the full period is taken as one continuous block, with no splitting:

Effect of a freeze on the teacher

A freeze automatically releases the teacher and the time slot so they can go to other students, and you return according to the teacher's available schedule when you resume. If the teacher is busy, an approved substitute or alternative times are provided.

Validity cap for the annual package

The absolute maximum validity for using the lessons of the annual package is 14 months from the date of the first lesson, including the freeze period. Any lessons not used after that expire.

5. Cancellation and refunds

• Level test: completely free (100%), and nothing is deducted for it from a refund.
• Statutory right of withdrawal: a full 100% cash refund within 7 days of payment, as long as the first lesson has not started, minus only the bank or electronic transfer fee.
• Cancelling 48 hours or more before the course starts (after the 7 days): a cash refund minus a single 10% administrative and bank fee, or the amount converted at 100% into learning credit.
• Cancelling less than 48 hours before the course starts: no cash refund, because the seat is reserved, and the full amount (100%) is kept as learning credit for a replacement group.
• Withdrawing after the first lesson and before the second (groups): the lesson is deducted at the package's original official price, without any offers, plus a 10% administrative fee on the remainder, and the rest is refunded in cash. There is no refund from the second lesson onward.

Loss of the discount on long packages (3, 6 and 12 months)

• If early termination is requested before 50% of the lessons are used, the package discount is cancelled retroactively. If the lessons already used, priced at the official price, use up the whole amount paid, the refund is zero, and the customer is not asked to pay the difference.
• After 50% or more of the lessons have been used: no cash refund.

Gifting the seat (transfer)

Available if 50% or more of the lessons remain, and the replacement takes the level test for free.

Processing transfers

Approved refunds are processed within 7 to 14 working days through the same original payment method.

6. Learning credit (credit voucher) rules

• The Academy's commitment: the Academy offers a suitable replacement group within 14 days at most from the date the credit notice is issued.
• Refund if no replacement is available: if the 14 days pass without a suitable replacement, the customer gets the full amount back in cash (100%) immediately, with no deductions.
• Student's time to accept: once the subscriber is told about the available replacement, they have 14 days from the date of notice to confirm they are joining and use their credit.

7. The Wella Academy Golden Guarantee

The Golden Guarantee applies to any subscription length the student chooses.

Eligibility conditions

• Attending 90% or more of all lessons.
• Submitting, and having approved, at least 80% of the homework and exercises on the platform.
• Keeping the camera on throughout the lesson, to support engagement and language practice.
• Taking the final level test on its scheduled date.

How the repeat works

• Group lessons: repeating the same level in full for free (100%) with a new group and teacher.
• Private lessons: the free repeat (100%) is given by placing the student in an interactive group class. If the student prefers to repeat it as private (1-on-1) tuition, they get an exclusive 50% encouragement discount on the fee of the new private package.

8. Camera, data protection and privacy policy

• Turning the camera on is a learning requirement, to verify the student's identity and participation during the lesson. Technical faults reported to technical support are excepted, up to two times.
• Privacy protection: the Academy complies with the personal data protection law. Recording, storing or broadcasting images or videos that show the faces of students or children is strictly prohibited. Video is limited to closed live viewing during lesson time only.

9. Flexible payment and instalments with Tabby and Tamara

To make the online learning journey easier, the following terms apply when you choose to pay through buy-now-pay-later services:

• One fixed fee (no interest or extra fees): the subscription price of the packages and courses is exactly the same whether you pay in full or in scheduled instalments. The Academy bears the payment companies' operating fees, and no interest or hidden fees are added for the student, in line with Sharia requirements.
• Instant activation: as soon as the purchase is completed and the payment gateway (Tabby or Tamara) accepts the order, the student's account is activated automatically and immediately so they can join the interactive lessons.
• Separate financial relationship: the Academy's responsibility is limited to providing the learning content and academic support. The instalment agreement and payment schedule are a separate financial contract between the customer and the payment company.
• Cancellation and refunds: if the student wants to cancel under the policy, the refunded amount goes directly to their Tabby or Tamara account, and the payment company settles the debt.

Contact us

For any question about this policy, message us on WhatsApp +966 59 109 1176 or email info@wella.wellainternational.com.