Cancellation & Rescheduling Policy

Last updated: 2 May 2026

This Cancellation & Rescheduling Policy explains how cancellations,
missed sessions, schedule changes, and rescheduling requests are handled for
LEVEL ACADEMY live online English courses available through
level-learn.com.

LEVEL ACADEMY is the online English learning brand operated through
level-learn.com by Levels International Group LLC,
a company licensed by Sharjah Media City (SHAMS), United Arab Emirates.

1. Our Course Format

LEVEL ACADEMY provides live online English language courses
delivered through scheduled group sessions.

Courses are delivered live through Zoom, Google Meet,
or another official online meeting platform communicated to students.

Our courses are not sold as pre-recorded courses. The primary service is
scheduled live online instruction.

2. Before Payment

Students may submit a free trial request through the form available on
level-learn.com.

Payment is not required when submitting the free trial request form.

If the student does not wish to continue after the free trial process,
no payment is required.

3. After Payment

After payment is completed, the student’s place in the live group is reserved and confirmed.

By completing payment, the student confirms that they have reviewed and accepted:

• The course schedule.
• The live group format.
• The confirmed session timing.
• The Terms & Conditions.
• The Refund Policy.
• The Delivery & Course Access Policy.
• This Cancellation & Rescheduling Policy.

Cancellation requests after payment are reviewed according to this policy and our
Refund Policy.

4. Student Cancellation Before the Paid Course Starts

Students may request to cancel their paid enrollment before the first paid live session starts.

If the cancellation request is submitted within 7 days from the date of payment
and before substantial access to the paid service has been provided, the request may be reviewed
under our Refund Policy.

Refund approval is not automatic and may depend on payment status, course status, group reservation,
access provided, communications, and the reason for the cancellation request.

5. Student Cancellation After the Paid Course Starts

Once the paid course has started and the student has attended paid live sessions, cancellation
may not result in a refund unless the paid service materially differs from the course details
confirmed before payment or unless required by applicable law.

LEVEL ACADEMY may review exceptional cases at its discretion, but students are responsible for
attending the confirmed course schedule after accepting it and completing payment.

6. Missed Sessions

Students are responsible for attending live sessions on time according to the confirmed schedule.

Missed sessions are generally not refundable where the absence is caused by the student’s
personal circumstances, internet issues, device problems, failure to attend, failure to check messages,
or schedule changes after accepting the confirmed course timing.

If a student misses a live session, a session recording may be provided where available, subject to
technical availability, student privacy requirements, and internal course rules.

Session recordings are intended to support learning and are not a guaranteed replacement for attending
live sessions unless specifically confirmed by LEVEL ACADEMY.

7. Student Rescheduling Requests

If a student’s personal schedule changes after accepting the confirmed course schedule and completing payment,
the student should contact LEVEL ACADEMY as soon as possible.

LEVEL ACADEMY may try to assist by moving the student to another suitable group where available.
However, this is not guaranteed and depends on group availability, course level,
schedule compatibility, and operational capacity.

If no suitable alternative group is available, missed sessions or inability to attend due to personal
schedule changes may not be refundable.

8. Rescheduling by LEVEL ACADEMY

LEVEL ACADEMY may reschedule a live session due to instructor availability, technical issues,
public holidays, operational reasons, emergency situations, or circumstances outside our reasonable control.

If a session is rescheduled by LEVEL ACADEMY, students will be notified in advance where reasonably possible.

Where appropriate, LEVEL ACADEMY may provide one or more of the following:

• A replacement live session.
• A revised class schedule.
• A session recording where available.
• Transfer to another suitable group where available.
• Another reasonable alternative depending on the circumstances.

9. Group Changes and Course Availability

LEVEL ACADEMY courses are delivered through live groups. Group availability may depend on student level,
schedule preferences, instructor availability, and operational capacity.

Before payment is requested, the student is matched with a suitable group and the proposed schedule is confirmed.

After payment, LEVEL ACADEMY will make reasonable efforts to deliver the confirmed paid course as agreed.
If LEVEL ACADEMY is unable to deliver the confirmed paid course or provide a reasonable alternative,
the student may be eligible for a refund according to our Refund Policy.

10. Instructor Changes

LEVEL ACADEMY may assign or change instructors where needed due to instructor availability,
quality control, operational reasons, illness, emergencies, or scheduling requirements.

Instructor changes do not automatically qualify for cancellation or refund, provided that LEVEL ACADEMY
continues to deliver the confirmed course service through a suitable instructor.

11. Technical Issues During Sessions

If a technical issue caused by LEVEL ACADEMY prevents delivery of a paid live session,
LEVEL ACADEMY may provide reasonable support, a replacement session, a rescheduled session,
or a session recording where possible.

If the technical issue is caused by the student’s internet connection, device, software,
account settings, or failure to join correctly, LEVEL ACADEMY may not be responsible for
rescheduling the session or providing a refund.

Students should contact support as soon as possible if they experience access or technical issues.

12. How to Request Cancellation or Rescheduling Support

To request cancellation, rescheduling support, or assistance, please contact:

support@level-learn.com

Your request should include:

• Student full name.
• WhatsApp number or email used during enrollment.
• Course name or group details, if available.
• Confirmed session schedule, if available.
• Reason for cancellation or rescheduling request.
• Any relevant supporting information.

LEVEL ACADEMY may request additional information to review the request properly.

13. Communication and Notices

LEVEL ACADEMY may communicate schedule updates, cancellation notices, rescheduling information,
access links, reminders, and support messages through WhatsApp, email, phone, SMS, or another
official communication channel.

Students are responsible for providing accurate contact information and checking messages related
to free trial scheduling, course scheduling, access, support, payment, and updates.

Failure to check WhatsApp, email, or other official communication channels may result in missed
sessions and may not qualify for a refund or rescheduling.

14. Relation to Other Policies

This Cancellation & Rescheduling Policy should be read together with our:

• Terms & Conditions
• Refund Policy
• Delivery & Course Access Policy
• Privacy Policy

By making payment, the student confirms that they have reviewed and accepted the applicable course schedule,
live group format, Terms & Conditions, Refund Policy, Delivery & Course Access Policy,
and this Cancellation & Rescheduling Policy.

15. Changes to This Policy

LEVEL ACADEMY may update this Cancellation & Rescheduling Policy from time to time
to reflect changes in our services, course structure, scheduling process, business operations,
or legal requirements.

The latest version of this policy will be available on level-learn.com.

16. Contact Us