English Charlie Terms and Conditions

These Enrolment Terms and Conditions apply when a student purchases, receives, accesses or uses an English Charlie course, subscription, coaching session, class, mock test, practice feature or related service (collectively, the “Services”).

By completing a purchase, accepting enrolment through a manual payment, or using the Services, the student confirms that they have read and agreed to these Terms. For a student under 18, a parent or legal guardian must complete the purchase and accept these Terms.

• Students must review the plan or product name, inclusions, duration, price and any eligibility requirements before payment.
• Access and inclusions are limited to the product purchased and cannot be shared, resold or transferred.
• English Charlie may decline or cancel an enrolment where payment is not received, information is inaccurate, or there is suspected misuse or fraud.
• Promotional offers, discounts and complimentary features are subject to the conditions stated at the time of purchase.

• Payment must be made using an approved payment method and in the amount shown at checkout or confirmed by the English Charlie team.
• An order is not confirmed until the required payment has been successfully received.
• For manual payments, the student will be provided with a link to these Terms and must confirm in writing that they have read and agreed to them before English Charlie activates, renews or upgrades the purchased Service.
• Students are responsible for checking their order confirmation and promptly reporting incorrect plan, product or payment details.

For any plan, package or course with a fixed access period, access begins on the stated activation or start date and ends on the stated expiry date.

Depending on the product purchased, access may include practice questions, mock tests, live group coaching classes, one-on-one coaching sessions, video courses or other learning materials. Only the features specifically included in the purchased product will be available.

The access period runs for consecutive calendar days and continues regardless of login frequency, attendance, illness, work commitments, travel, personal circumstances or unused study time.

Fixed-term access and unused inclusions cannot be paused, transferred, carried over, renewed or extended, except where a verified service disruption caused by English Charlie materially prevents access and an appropriate remedy is required.

Where one-on-one coaching is included, all sessions must be booked and completed within the applicable validity period and remain subject to the separate English Charlie One-on-One Coaching Policy.

The access duration for each course will be stated on the course page, offer or enrolment confirmation. Some courses may include lifetime access, while others may be available only for a fixed period.

Where lifetime access is stated, it applies only to the purchased course content and downloadable materials for the commercial lifetime of that course or the English Charlie platform.

Practice questions, mock tests, live classes, one-on-one coaching and other features are not automatically included in lifetime course access unless they are specifically stated as part of the purchased offer.

Complimentary or bonus features may be updated, temporarily unavailable, replaced or discontinued. A minor or temporary issue affecting a complimentary feature does not automatically qualify the enrolment for a refund.

Students should report technical concerns promptly to hello@englishcharlie.com and provide relevant screenshots or details so the issue can be investigated.

All one-on-one coaching sessions must be booked and completed within the applicable validity period. Unused sessions expire when the plan or package ends and cannot be carried over, transferred, exchanged for another service or converted to cash.

Students may cancel or reschedule a confirmed session without losing their coaching credit by providing at least 12 hours’ notice through either of the following official booking-support channels:

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

Facebook messages, social-media comments and messages sent directly to individual coaches, teachers or referrers are not accepted as official cancellation or rescheduling notices.

Requests received less than 12 hours before the scheduled start time will result in the entire booked session being counted as consumed.

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

Students who have not joined or contacted English Charlie through an official communication channel within 20 minutes after the scheduled start time will be marked as a no-show. The entire booked session will then be counted as consumed.

If a delay or cancellation is caused by English Charlie or the assigned coach, the student will not lose their coaching credit and will receive the full coaching time through an extension, replacement session or another appropriate arrangement.

Full details are provided in the separate English Charlie One-on-One Coaching Policy.

• Students are responsible for attending live classes included in their plan during the subscription period.
• A missed group class does not automatically entitle the student to a replacement class, private session, credit, refund or extension.
• Class dates, coaches, topics or delivery methods may reasonably change. English Charlie will provide notice where practicable.
• Any recording is supplementary, may not be available for every class, and may only remain accessible for the period stated by English Charlie.
• Students must behave respectfully and must not disrupt classes, harass others, record sessions without permission or share private class content.

• Practice questions, mock tests, automated scores, predicted scores and feedback are learning tools only.
• English Charlie does not guarantee any official PTE score, visa outcome, migration outcome, admission result, employment result or other personal outcome.
• Practice content and scoring may be updated to reflect platform improvements, educational judgment or changes to external examinations.
• Students must not copy, scrape, reproduce, sell, publish or distribute English Charlie questions, answers, templates, recordings or materials without written permission.

• Students must keep login details confidential and are responsible for activity on their account.
• One account may only be used by the enrolled student. Account sharing may result in suspension or termination without a change-of-mind refund.
• Students are responsible for a suitable device, reliable internet connection, supported browser, audio equipment and any other personal technology needed to use the Services.
• Problems caused by the student’s device, internet connection, browser, third-party software or failure to follow access instructions are not English Charlie service disruptions.

English Charlie does not provide refunds merely because a student changes their mind, does not use the Service, misses classes, becomes busy, changes personal plans, or does not achieve a desired score or outcome.

A change-of-mind refund request may be considered only when it is submitted within 24 hours of purchase and the student has not accessed course content, downloaded materials, used Practice, started a Test or Mock Exam, attended or booked a coaching session, or otherwise used the purchased Service. Approval remains subject to verification.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Where a Service does not meet an applicable consumer guarantee, English Charlie will provide the remedy required by law, which may depend on whether the failure is minor or major.

• Refund requests must be submitted to hello@englishcharlie.com with the student’s name, order number, purchase date and reason.
• Approved refunds will normally be returned through the original payment method, subject to payment-provider processing times.
• English Charlie may first investigate and, where legally appropriate, correct a minor problem within a reasonable time.

• English Charlie may perform maintenance, security updates, content updates and reasonable platform changes.
• Short or minor interruptions do not automatically entitle a student to an extension or refund.
• Where a verified English Charlie disruption materially affects a paid Service, English Charlie may restore access, reschedule a session, provide equivalent access, extend access for the affected period, or provide another remedy required by law.
• English Charlie is not responsible for interruptions caused by events outside its reasonable control, but will take reasonable steps to reduce disruption.

English Charlie may suspend or terminate access where a student breaches these Terms, shares an account, misuses the platform, infringes intellectual property, behaves abusively, engages in fraud, compromises security or fails to pay an amount due. Where appropriate, English Charlie will provide notice and a reasonable opportunity to address the issue before termination.

Termination will not affect any rights or remedies that either party has under applicabl

All English Charlie course materials, videos, templates, questions, tests, designs, software, branding and other content remain owned by English Charlie or its licensors. Enrolment gives the student a limited, personal, non-exclusive and non-transferable right to use the content for their own study.

English Charlie will handle personal information in accordance with its Privacy Policy and applicable privacy law.

Students agree to receive transactional communications about payments, access, bookings, classes, account security and service updates.

Marketing communications may be managed using the unsubscribe or preference options provided.

The current Privacy Policy is available through the English Charlie website.

Students should contact hello@englishcharlie.com as soon as possible after discovering an issue. The message should include the student’s name, account email, order number, relevant dates and screenshots where available. English Charlie will review the concern and respond within a reasonable time.

English Charlie may update these Terms to reflect legal, operational or service changes. The version accepted at the time of purchase will ordinarily apply to that purchase. Material changes affecting an active paid Service will not be applied retrospectively where doing so would unfairly disadvantage the student or conflict with applicable law.

These Terms are governed by the laws of New South Wales, Australia. The parties submit to the courts and tribunals with jurisdiction in New South Wales. Nothing in this section limits any consumer right or remedy available under applicable law.