Refund & Credit Policy

Effective Date: June 2026

This Refund & Credit Policy explains the refund, credit, and lesson-package arrangements applicable to one-on-one online English lessons provided by Cagri Adal through Empress English.

This policy applies subject to applicable Turkish consumer legislation and does not limit any mandatory rights or remedies that cannot legally be excluded.

1. Free Trial Lesson

The 30-minute Trial Lesson & Placement Assessment is provided free of charge to eligible new students.

No payment is required for the trial lesson, and therefore there is no purchase price to refund.

The trial lesson is subject to the applicable booking and cancellation arrangements communicated at the time of booking.

2. Individual Online Lessons

Individual online lessons may be cancelled or rescheduled in accordance with my Cancellation & Rescheduling Policy.

Once an individual lesson has been provided in full, the lesson is considered delivered and is not normally eligible for a refund.

Where a lesson cannot be provided because of a cancellation by me or a technical issue on my side, I will provide an appropriate rescheduling, lesson credit, or refund arrangement in accordance with the circumstances and applicable law.

3. Lesson Packages

Where lesson packages are offered, students may request cancellation and a refund for an unused lesson package where a refund is available under the applicable contractual terms or mandatory Turkish consumer legislation.

Where applicable, a refund request for an unused package should normally be made within 14 days of purchase, provided that no lessons or other included services have been used.

If a student has already used lessons from the package, any refund will be considered based on the lessons already provided, the applicable contractual terms, and mandatory Turkish consumer legislation.

A package does not automatically become non-refundable solely because the first lesson has been completed where a mandatory consumer right to a refund, cancellation, or withdrawal otherwise applies.

Unused lessons remain available until the package expiration date stated at the time of purchase, unless an extension is agreed or required by applicable law.

4. IELTS & TOEFL One-on-One Online Preparation Lessons

IELTS and TOEFL preparation may be provided through personalised one-on-one online lessons.

Where a student has not used any lessons included in a purchased lesson package, the student may request cancellation and a refund where permitted under the applicable contractual terms and Turkish consumer legislation.

Where lessons have already been provided, any refund will be considered based on the lessons already delivered and the applicable legal and contractual requirements.

Nothing in this section is intended to restrict any mandatory consumer rights.

5. Missed Lessons and Late Cancellations

Lessons cancelled with less than 24 hours' notice, or lessons missed without the required notice, will normally be treated as used lessons and may be deducted from the student's lesson package.

Such lessons are normally not eligible for a refund or automatic rescheduling.

Please refer to my Cancellation & Rescheduling Policy for the full rules concerning cancellations, rescheduling, no-shows, and exceptional circumstances.

6. Technical Issues

Technical Issues on My Side

If a lesson cannot reasonably be completed because of a technical problem on my side, I will make reasonable efforts to resolve the issue.

If the lesson cannot continue, I will reschedule the affected lesson at no additional charge.

Where appropriate, I may provide a lesson credit or refund for the affected lesson.

Technical Issues on the Student's Side

Students are responsible for maintaining a suitable device, internet connection, microphone, and learning environment.

If a technical problem on the student's side prevents the lesson from taking place, the lesson will normally be treated in accordance with the cancellation and no-show provisions of my Cancellation & Rescheduling Policy.

I may consider exceptional circumstances on a case-by-case basis.

7. Exceptional Circumstances

I understand that serious and unexpected circumstances may arise.

In exceptional circumstances, such as serious illness, family emergencies, significant technical problems, or other unforeseen events, I may consider providing:

• A lesson credit;

• A lesson-package extension;

• A rescheduled lesson; or

• Another appropriate solution.

I may request reasonable supporting documentation where appropriate.

Any discretionary credit or extension does not create an automatic entitlement to the same arrangement in future circumstances.

8. Statutory Consumer Rights

This policy does not remove or restrict any mandatory rights provided to consumers under applicable Turkish legislation.

Depending on the nature of the one-on-one online lesson, the contract, and when the service is performed, different consumer rules may apply.

9. How to Request a Refund

To request a refund, please email:

classes@empressenglish.com

Please include:

• Your full name;

• Date of purchase;

• Individual lesson or lesson package purchased;

• Date of the relevant payment;

• Reason for the refund request; and

• Any other information reasonably necessary to identify the transaction.

I will review refund requests as soon as reasonably practicable and normally within 5 business days.

If a refund is approved, I will normally process it through the original payment method used for the transaction, including PayTR where PayTR was used for the original payment.

The time required for the refunded amount to appear in the student's account may depend on the payment provider and the student's bank or financial institution.

10. Refund Currency

Payments made through Empress English may be processed in the currency displayed at the time of purchase.

Where a refund is approved, I will normally refund the amount through the original payment method and in accordance with the applicable transaction and payment-processing arrangements.

Any currency conversion or exchange-rate difference applied by a student's bank, card issuer, or other financial institution is outside my control.

11. Changes to This Policy

I may update this Refund & Credit Policy from time to time to reflect changes to my one-on-one online lesson arrangements, payment procedures, booking procedures, or applicable Turkish legislation.

The latest version will be published on the Empress English website together with its applicable effective date.

Updates to this policy will not remove mandatory consumer rights applicable to an existing transaction.

12. Contact

For refund, credit, or lesson-package questions, please contact:

Cagri Adal
Empress English
Email: classes@empressenglish.com
Website: www.empressenglish.com