English Charlie One-on-One Coaching Policy

All sessions must be scheduled in advance through the approved English Charlie booking process.

Bookings are subject to coach availability and are confirmed only when shown as confirmed in the platform or confirmed in writing by English Charlie.

Sessions included in a plan or package must be booked and completed within that plan or package validity period.

Unused sessions expire at the end of the validity period and cannot be carried over, transferred, exchanged for another service or converted to cash.

Students are responsible for booking early enough to complete all sessions before expiry. Preferred times are not guaranteed.

Students may cancel or reschedule without losing their coaching credit by providing at least 12 hours’ notice before the scheduled start time.

Requests received less than 12 hours before the scheduled start time are late cancellations. The entire booked session will be counted as consumed.

A one-hour booking consumes one coaching hour. A two-hour booking consumes two coaching hours.

No additional late-cancellation fee will apply. To book another session after a late cancellation, the student must use another available credit or purchase additional coaching time.

A rescheduled session remains subject to coach availability and must still be completed within the applicable validity period.

All cancellation, rescheduling, late-arrival and absence notices must be sent through one of these official English Charlie channels:

• Email: hello@englishcharlie.com
• WhatsApp: +61 485 683 147

Messages sent only through Facebook, another social-media page, a personal account, or directly to a coach, teacher or referrer will not be treated as valid notice.

The time the message is received through an official booking-support channel will be used to determine whether the required 12 hours’ notice was provided.

Students who arrive late may attend only the remaining portion of the scheduled session. The class will still finish at the original scheduled end time.

Student lateness does not extend the class and does not create a right to replacement time.

A student who has not joined and has not contacted English Charlie through an official channel within 20 minutes after the scheduled start time will be marked as a no-show.

For a no-show, the entire booked session will be counted as consumed, whether the booking was for one hour or two hours.

If the coach or English Charlie causes a late start, the student will receive the full booked coaching duration.

Where possible, the session will be extended by the time lost. If an immediate extension is not practical, the lost time will be added to another session or arranged separately.

If English Charlie or the coach cancels a confirmed session, the student will retain the session credit and the class will be rescheduled without charge.

Payment must be completed before a separately purchased coaching session begins.

Late cancellations and no-shows are counted as consumed because the coach’s time was reserved and may no longer be available to another student.

Refunds are not provided merely because a student changes their mind, arrives late, misses a session or gives less than 12 hours’ notice.

Nothing in this policy limits any right or remedy that cannot be excluded under applicable Australian consumer law.

Students should join on time, prepared and ready to participate.

English Charlie may end a session where there is abusive, threatening, discriminatory, disruptive or otherwise inappropriate conduct.

Students must not independently record, copy, screen-record, publish or distribute any part of a session without prior written permission from English Charlie. This does not prevent English Charlie from recording sessions in accordance with Section 9 of this policy.

English Charlie coaches may come from different nationalities and are trained to deliver English Charlie methods and materials.

Requests for a specific coach may be considered but cannot be guaranteed and remain subject to availability.

Students may request specific tasks or question types, provided the request fits within the booked session duration and the scope of the coaching service. Suggested PTE coverage is provided in Annexure A.

English Charlie may record one-on-one sessions for quality assurance, coach development, service improvement, complaint handling and dispute resolution.

Recordings are primarily for internal use and are not automatically included with the coaching service. English Charlie does not guarantee that every session will be successfully recorded or retained.

Students may request view-only access to the recording of their own session by contacting hello@englishcharlie.com within 7 days after the completed session. Requests are subject to identity verification, recording availability and privacy considerations.

When approved, access will be provided through a temporary view-only link available for five (5) days from the date it is granted.

Recordings must not be downloaded, copied, screen-recorded, edited, shared, published or distributed without written permission from English Charlie.

For adult students, recordings will not be provided to a parent, payer or other third party without the student’s written authorisation.

English Charlie may retain recordings for as long as reasonably required for quality assurance, complaints, disputes, legal compliance or other legitimate business purposes, and may delete them when they are no longer needed.

By replying “I AGREE,” accepting this policy through the platform, or booking or attending a session after receiving this policy, the student confirms that they have read and agreed to it, including the recording provisions in Section 9.

• Email: hello@englishcharlie.com
• WhatsApp: +61 485 683 147

This annexure provides suggested coaching hours and typical coverage for PTE one-on-one sessions. It is a guide only and does not guarantee that every topic will be completed within the stated time. Actual coverage depends on the student’s level, goals, pace, questions and the complexity of the selected tasks.

Students booking a shorter session should prioritise the tasks or concerns they want to discuss. If the requested scope cannot reasonably be completed within the booked time, the coach may recommend additional sessions. Separate scope guides may be issued for IELTS or other coaching services.