Frequently Asked Question
1. Scheduling and Bookings
Q: Is rescheduling allowed?
A: Yes, rescheduling is allowed with at least 24 hours' notice. Contact us via email at mdmperez@theenglishrefinery.com to make changes. Students are entitled to reschedule a tutoring session once every four lessons without incurring an additional fee if they have signed up for a package deal of four lessons. Students are encouraged to reschedule another lesson within the same week to avoid missing their weekly lesson. Our weekly programmes run from Mondays to Saturdays. Students who purchase a single-lesson deal are not eligible to reschedule their lesson.
Q: What happens if a lesson falls on a public holiday in Singapore?
A: If a lesson is scheduled on a public holiday in Singapore, it will be rescheduled to another day. We will notify parents and students in advance of the revised schedule.
2. Classes and Services
Q: Who conducts the lessons?
A: Mdm Perez personally conducts the lessons.
Q: What age groups or levels do you teach?
A: We currently offer classes for Primary 3 to Primary 6 students.
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Q: Are classes conducted online or in-person?
A: All classes are conducted online to provide flexibility and convenience for students and parents.
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Q: How many students are there in each class?
A: Each class is kept small, with 10 students or less, to ensure personalised attention for every learner.
Q. Are the programmes suitable for my child?
A: The programmes are tailored to meet the learning goals of English learners between the ages of 8 and 12, and are predominantly based on the MOE syllabus, incorporating internationally recognised English learning methods for maximum effectiveness. All programmes are meticulously designed by Mdm Perez herself.
Q: Can my child join any time during the year?
A: Yes! Your child can join classes at any time, subject to availability.​
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Q: Do you provide individual tutoring sessions?
A: Currently, our classes are conducted in small groups. However, private sessions may be available upon request.
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Terms and Conditions
1. General
1.1 These Terms and Conditions govern all services provided by The English Refinery, owned and operated by Mdm Perez.
1.2 By enrolling your child in our tutoring programmes, you agree to abide by these Terms and Conditions.
2. Payment Policy
2.1 Payment must be made in full prior to the start of any tutoring programme.
2.2 All payments are non-refundable, regardless of attendance or participation in scheduled lessons.
2.3 Payment methods accepted include PayPal and other modes as agreed upon during enrolment.
3. Rescheduling Policy
3.1 Students are entitled to reschedule one lesson per package (4 lessons) with at least 48 hours’ notice.
3.2 Rescheduling is subject to availability. Students are encouraged to reschedule within the same week as the missed lesson to avoid falling behind
3.3 Students on a single lesson package are not eligible for rescheduling.
4. Attendance and Punctuality
4.1 It is the responsibility of the student to join the online session on time.
4.2 Lessons missed due to late arrival or absence without prior notice will not be rescheduled or refunded.
4.3 Tutors will wait for 15 minutes from the scheduled start time before concluding the session as a "no-show."
5. Conduct
5.1 The English Refinery reserves the right to remove any student from a class if their behaviour is deemed disruptive or inappropriate, without any refund.
6. Lesson Delivery
6.1 All classes are conducted online, and students must have access to a reliable internet connection, computer/laptop, and required materials.
6.2 The English Refinery is not responsible for technical issues on the student’s end (e.g., connectivity problems or device failure).
7. Intellectual Property and Brand Protection
7.1 All learning materials, logos, branding, and trademarks associated with The English Refinery are the exclusive intellectual property of The English Refinery and may not be used, reproduced, or distributed without prior written consent.
7.2 Any unauthorised use of The English Refinery’s name, logo, or materials will result in legal action.
7.3 Students, parents, or third parties must not make defamatory statements or engage in actions that may harm The English Refinery’s reputation, brand, or goodwill.
8. Privacy Policy
8.1 Personal information collected during registration will be used solely for communication and programme administration.
8.2 The English Refinery adheres to strict data protection policies and will not share personal details with third parties without consent.
9. Limitation of Liability
9.1 The English Refinery will not be held responsible for any loss, damage, or injury arising from participation in our programmes.
9.2 In the unlikely event of class cancellation by the tutor, a make-up class will be arranged at a mutually agreed time.
10. Amendments to Terms
10.1 The English Refinery reserves the right to amend these Terms and Conditions at any time. Changes will be communicated via email and updated on our website.
If you have questions about these Terms and Conditions, please contact mdmperez@theenglishrefinery.com.
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