Q&A

Q: Do I need to purchase textbooks?
A: Most of the texts currently in use are original and available at no cost. However, the “Let’s Go!” series (Oxford University Press) and its corresponding workbooks, intended for elementary school students following “Giant Step!”, are commercially available and must be purchased. You can find them on Amazon or at bookstores that offer imported books.

Q: How many hours before the lesson can I make a new reservation?
A: You can make a new reservation up to 12 hours before the lesson starts.

Q: How many hours in advance can I cancel a booked lesson?
A: You can cancel a booked lesson up to 1 hour before it starts using the reservation system.

Q: How late can I be for a lesson?
A: You can be up to 10 minutes late for a lesson. If you arrive more than 10 minutes late, it will be marked as an absence.

Q: Is there a penalty for missing a lesson without notice?
A: There may be situations where you cannot attend a lesson due to sudden commitments. There is no penalty for 1 or 2 absences, but if you miss more than 5 lessons in a month, the number of reservations you can hold for the following month will be reduced.

Q: I have less than an hour until my lesson, but due to an emergency, I cannot attend. The reservation system does not allow me to cancel. What should I do?
A: Please use the inquiry form in the reservation system to select the option ‘Cancellation of a lesson within 1 hour’ and submit it. This will be processed as a cancellation rather than an absence. However, since there is still a reservation in the system, you will not be able to rebook a lesson for the same day.

Q: The teacher’s internet connection was poor during the lesson, and it ended abruptly. Can I receive a make-up lesson?
A: If the teacher is absent, late, or if there is a disruption lasting more than 4 minutes affecting the lesson, please use the inquiry form to select “Report an Issue” and submit it. We will arrange for a make-up lesson. For disruptions lasting less than 4 minutes, we may extend the lesson instead.

Q: Can you tell me about make-up lessons?
A: If a lesson cannot proceed normally due to the teacher’s fault, we will arrange for a make-up lesson. Students will receive an email titled ‘About Makeup Lesson,’. With a make-up lesson, you can attend two lessons in one day, in addition to your regular schedule. Instructions for booking a make-up lesson will be included in a video attached to the email. Please note that make-up lessons must be completed within 15 days. If you plan to withdraw from the program, ensure that you finish any outstanding make-up lessons before doing so.

Q: When is the payment date for lesson fees?
A: If your payment process occurs on the 10th, the payment date will be the 10th of each month. For payments made between January 29 and 31, since there is no February 29 to 31, the payment date will be adjusted to March 1. If the payment fails due to an expired credit card or other issues, the payment date may change.

Q: Can I change the credit card used for lesson fee payments?
A: Yes, you can. Please select “Other” in the inquiry form of the reservation system and contact us.

Q: Withdrawal Notification and Payment Information
A: Please notify us of your intention to withdraw via the inquiry form at least 3 days before the automatic deduction for the next month’s lesson fee. The date of the automatic deduction is provided in the email you received upon registration. If you are unsure of this date, please feel free to inquire.
Payment Example: If you made a payment on May 10, the lesson fee will be deducted on the 10th of each month.
Cancellation Policy: If you wish to cancel before the automatic deduction on December 10, you must do so by:
　December 9 (1 day before)
　December 8 (2 days before)
　December 7 (3 days before)
To ensure a smooth process, please complete your cancellation by December 6 at the latest. You can continue to attend lessons up until the deduction on December 10.